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Polycom Real Presence Trio 8800 - "Service Unavailable"

Visitor

Polycom Real Presence Trio 8800 - "Service Unavailable"

Hello, I'm very new with the Polycom trio 8800 phone and would really appreciate some help.

Recently a week ago our company just updated our license and suddenly the Polycom phones stopped working. Whenever we try to make a call a message saying "Service unavailable" shows up on the display.

 

I'm really new with the system so any help on how to configure or troubleshoot would be appreciated.

 

Here's some info I found in Settings that might be of interest:

 

-Line 1: Trio8800 SIP (Not registered)
-SIP: No server configured
-Licences: No licenses installed
 
If there's any more info you need please tell me and I'll provide it for you here.
Thanks in advance!
Message 1 of 24
23 REPLIES 23
Polycom Employee & Community Manager

Re: Polycom Real Presence Trio 8800 - "Service Unavailable"

Hello HenkeC,

welcome to the Polycom Community.

It is always useful to include the currently used UC Software version as issues experienced or a question asked may already be addressed in a newer release.

Please also include if you are using a SIP server or a LYNC / Skype for Business server.

This also allows yourself and others to check against current software release notes, Administrator Guides or FAQ post’s.

The above is also stated in the "Read First"

Therefore the Polycom VoIP FAQ contains this post here:

Question: How can I find out my SIP or UC Software Version of my Phone?
Resolution: Please check here

 

In addition you mention a License being updated. Where or what did you update ?


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




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and maybe answered on weekends, bank holidays or personal holidays.
Message 2 of 24
Visitor

Re: Polycom Real Presence Trio 8800 - "Service Unavailable"

Hello again and thank you for your reply and guidance! Here's what I found out:

 

-The current UC version: 5.4.3.2389

-We are using a Skype for business server for our polycoms.

-The problem started after we changed our Office 365 license from Business Essentials to Enterprise E3. We still have the 'Skype for business' licenses assigned to our room accounts.

 

/Henrik

Message 3 of 24
Highlighted
Polycom Employee & Community Manager

Re: Polycom Real Presence Trio 8800 - "Service Unavailable"

Hello Henrik,

welcome back to the Polycom Community.

Firstly you should upgrade to UC Software 5.4.4.7776 as this is the latest.

In addition to my knowledge you require the following if:

 

O365_Plans_06.PNG

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




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and maybe answered on weekends, bank holidays or personal holidays.
Message 4 of 24
Visitor

Re: Polycom Real Presence Trio 8800 - "Service Unavailable"

Thank you, I'll try upgrading the UC software to the latest.

 

Ok, so since we Upgraded to Enterprise E3 we should assign it an E3 license with Skype onlie plan2?

 

 

Best regards

Henrik

Message 5 of 24
Polycom Employee & Community Manager

Re: Polycom Real Presence Trio 8800 - "Service Unavailable"

Hello Henke,

liaising with our internal Office 365 specialist you should simply remove the Plan 2 license as the E3 License should contain anything you need.

 

If there is still an issue please post your MAC address so we can identify who would be able to support you as this may not be the same person you purchased the phone from.

Best Regards

Steffen Baier

Polycom Global Services




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and maybe answered on weekends, bank holidays or personal holidays.
Message 6 of 24
Visitor

Re: Polycom Real Presence Trio 8800 - "Service Unavailable"

Hello again,

 

But the Skype for business online plan 2 is a part of the E3 license so shouldn't it be enough to just assign the room accounts the Skype license?

Anyway I tried it and assigned the entire E3 license to one of our room accounts but it is still not working.

I am able to sign in on the Polycom phone but whenever I try to make a call I get a "Busy"-signal.

 

Our MAC address is 00:04:F2:FC:F0:0B

 

 

Best Regards

Henrik

Message 7 of 24
Polycom Employee & Community Manager

Re: Polycom Real Presence Trio 8800 - "Service Unavailable"

Hello Henrik,

 

looks like WESTCON GROUP EUROPEAN OPERATIONS LTD sold this back in 25/12/2015

 

Its just out of the manufacturer warranty so please work with them.


Best Regards

Steffen Baier

Polycom Global Services




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and maybe answered on weekends, bank holidays or personal holidays.
Message 8 of 24
Visitor

Re: Polycom Real Presence Trio 8800 - "Service Unavailable"

Problem solved, all of our phones are able to sign in and make Skype calls.

 

One last question before I'm on my way:

 

As I mentioned we changed to Office 365 enterprise E3 so Skype for business plan 1 license won't work when using conference calls (Meet now). So I assigned our rooms an E3 license with Skype plan 2. 

Do I need to assign the entire E3 license or can I just purchase Skype plan 2 stand alone instead?

It says you need an entire E3 license if you use an Enterprise plan. Just need to be sure.

 

Thanks in advance

 

Regards

Henrik

Message 9 of 24
Polycom Employee & Community Manager

Re: Polycom Real Presence Trio 8800 - "Service Unavailable"

Hello Henke,

Could you kindly reply first what your actual issue was ?

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




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and maybe answered on weekends, bank holidays or personal holidays.
Message 10 of 24