Polycom Trio 8800 disconnect from conference call in 30 min

[tjain]

Hi All,

We have couple of Trio 8800 with Skype for business online and having an issue of Trio getting disconnected after 30 min when is in conference call and user have to dial to the conference again.

We have already upgraded the firmware to Polycom Trio 8800 Software 5.7.2 Rev AA but issue remains

How can I identify the reason for call disconnect, is there is some timeout setting on the phone which is the cause? I tried to look for SIP timeout but was not able to find 

Any suggestion for the resolution will be highly appreciated

Regards

Tushar

[SteffenBaierUK]

Hello @tjain,

welcome to the Polycom Community.

Both the community's Must Read First and the community's FAQ reference the basic minimum information a new or follow up post should contain.

This ensures the questions having to be asked are limited and any new or follow up post contains the right amount of details to ensure any voluntary participant within the community does not spend additional time chasing basic information.

As a reminder the basic information asked for:

• Provide the exact Software Version of your Phone
• Provide the Phone Model
• Provide the Call Platform (aka openSIP,Skype for Business Online, Skype for Business on Premise, Lync)
• Additional Polycom Infrastructure (RPRM,PDMS or BToE)
• If applicable provide a backup of the phone in question

UC Software 4.0.0 or later via the Web Interface Utilities > Phone Backup & Restore > Phone Backup > Phone Backup. Please rename into .TXT or Zip the file to attach

• If possible provide a Log and either attach them or use the Code Tag.Consult the Troubleshooting Section found within the FAQ if applicable
• If possible provide the MAC Address or Serial of the device
• Provide details if the issue is a day 1 issue or only happened after an upgrade or any other relevant details

Whilst providing some of these details may not directly impact any possible answer the community can provide, it does enable Polycom to have an overview of the current software used. In addition providing all details at the same time allow us to check logs or look up a potential support partners if an issue needs to come into support. It also enables us to verify the entitlement for using features.

Please ensure you always check the FAQ's and/or utilize the community search before posting any new topics or follow up post’s.

Jan 17, 2017 Question:How can I troubleshoot simple Skype for Business, LYNC or Office365 issues?

Resolution: Have a look => here <=

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

[tjain]

The issue was reported from day one and after going through couple of pages I update the firmware in a hope to resolve the issue but it remains same

The details you asked for-

Phone Model- RealPresence trio 8800

Platform- Skype for business online

MAC Address- 6416.7f3e.7968

UC Software version - 5.5.2.11217

Backup file attached

please help me to resolve the issue

[SteffenBaierUK]

Hello @tjain,

As outlined already we would need much more details i.e. logs in order for anyone to have a look what the issue could be.

I suggest you get this into support.

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

End Customers are unable to open a ticket directly with Polycom support.

INGRAM MICRO PTY LTD sold this unit back in 26/06/2018 so they are your Tier 1 contact.

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

[Benjamin Laudier]

Hi Tushar,

I revive this topic.

Please did you find a solution as we are facing exactly the same issue since a couple of weeks with our Trio 8800 system when we are making calls to teams ?

I already opened a case but still waiting an answer. Maybe you would be a bit faster than them  

Thanks in advance.

Benjamin

[SteffenBaierUK]

Hello @Benjamin Laudier ,

Welcome to the Poly Community.

Whilst you await the original poster to potentially get back to you please be aware that we do have a FAQ:

Jan 17, 2017 Question: How can I troubleshoot simple Skype for Business, Office365 or Teams issues?

Resolution: Have a look => here <=

It would be of interest what software you are using and if this is a day one issue?

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

Best Regards

Steffen Baier