Real Presence TRIO 8800 login issues

Anonymous · ‎12-12-2016

We have a real prescense trio 8800 on software version 5.4.4.7511. It will login to lync fine, however over night it seems to log out. each morning we must go and hit sign in, and then it signs back in fine. come back the next morning and it is logged out again. Sometimes it wont sign back in but pulling the ethernet that does the POE and resetting it, it automatically logs back in at boot no issue. It seems something with it being idle X amount of time it boots the login.

SteffenBaierUK · ‎12-12-2016

Hello ITom,

welcome to the Polycom Community.

Please open a ticket on this.

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 your phone's MAC address 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

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Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN

Anonymous · ‎12-13-2016

Is there any way to submit a ticket directy with Polycom or it HAS to be through the retailer?

SteffenBaierUK · ‎12-13-2016

Hello ITom,

If you would post your MAC address I could have told you who that is.

Just FYI:

Mar 8, 2012 Question: What kind of support should I expect from the Community?
Clarification: Please check => 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

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN

Anonymous · ‎12-13-2016

Not sure what the attitude is about but here is the MAC 00:04:F2:FC:ED:F8

SteffenBaierUK · ‎12-13-2016

Hello ITom,

I had already asked for this information and simply posting the MAC could have optimized this for yourself.

The Trio in question was sold via SCANSOURCE COMMUNICATIONS back in 30/12/2015 so please go an talk to them as they are your Tier 1 support.

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

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN

Anonymous · ‎12-14-2016

Yeah I understand you had asked. But I wanted to know if there was a way to just submit a ticket. I just dont like the idea of a middle man conveying the issues to polycom if I can do it directly. Not sure if you remember the game telephone when the more people you add in a commuication chain, the more distored the message becomes. But thank you for the info, just glad I wont have to work with you on it lol.

SteffenBaierUK · ‎12-14-2016

Hello ITom,

End Customer can usually not open a ticket directly. Therefore you need to work with a reseller.

If the ticket comes into Tier 3 you may have to.

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

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN

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