Plantronics + Polycom. Now together as Poly Logo

Polycom Trio 8800 Visual+...Sometimes no audio...Sometimes non responsive

Highlighted
Occasional Contributor

Polycom Trio 8800 Visual+...Sometimes no audio...Sometimes non responsive

We have a Trio 8800.  Part number 3111-65290-001 Rev:A, running Firmware 5.4.4.7776AD.  The S4B laccount also has a Cloud PBX line for incoming and outgoing calls.  For approximately two weeks, every few days we have to reboot the system because it will either:

 

  *Have no audio when it joins a S4B meeting or

  *Not respond to a key press, i.e volume up/down, contacts, etc.

 

At one point this week, I realized that the firmware is behind by two versions and I upgraded it hoping this would fix the issue.  After it finished installing it reebooted but only returned to a black screen with only the Home and back arrows at the bottom of the screen.  The system would not respond to either button being pressed.  After waiting for 30 minutes, I decided to set it back to factory defaults and it came back online (with the new firmware).  However, two days after, a scheduled meeting began and no audio was heard from either side of the conversation.  Additionally, the visual plus did not show any video (only the default silouhette of the participants).  Here is what we see from the logs:

  

My first instinct was to think that the errors are building up and eating up the memory, therefore causing the system to behave the way it has specially since it appears to work just fine after a reboot.

 

 

1 REPLY 1
Highlighted
Polycom Employee & Community Manager

Re: Polycom Trio 8800 Visual+...Sometimes no audio...Sometimes non responsive

Hello Gmentech21,

welcome to the Polycom Community.

You should bring this urgently to the attention of Polycom support.

In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you.

If this is some sort of an Internet discounter please post either your phone's MAC address or your Polycom devices serial so I can look up who would be able to support you.

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services

----------------
The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 2 of 2