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Polycom Trio 8500 Reboot Loop

Occasional Visitor

Polycom Trio 8500 Reboot Loop

We have recently began evaluating a Polycom Trio 8500 for Skype for Business use in our conference room.   We have seen that after power outages, the Trio gets stuck in a Reboot loop until it is factory reset.     We've currently using UC Software version: 5.7.1.4133, but the problem continues.  

 

We have attempted to identify the cause, by isolating the device from the rest of our network, by only powering it via the POE injector, but it still stays in the reboot loop.   So I don't feel this is something wrong with our switches/POE, etc.   

 

What can we try to resolve this issue?   When the device is working, it's great, but having to factory reset it multiple times a week is not a solution we can work with.

Message 1 of 4
3 REPLIES 3
Polycom Employee & Community Manager

Re: Polycom Trio 8500 Reboot Loop

Hello @AndrewMahon,

welcome to the Polycom Community.

 

I personally never heard of this and it would be of interest what is being displayed on the Trio i.e. if it ever comes up to a menu or what stages this goes through.


The quickest and easiest way is for you to open a ticket so we can look at this.


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.

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. This may not be who you purchased the Polycom device from.

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 4
Occasional Visitor

Re: Polycom Trio 8500 Reboot Loop

Hi Steffen,

 

We purchased via an online retailer -- www.factoryoutletstore.com.   Our phone's MAC address is 64:16:7F:1D:5F:A6.   Please let me know what else you may need to create a support ticket.

 

Thanks,

 

Andrew

Message 3 of 4
Polycom Employee & Community Manager

Re: Polycom Trio 8500 Reboot Loop

Hello @AndrewMahon,

SCANSOURCE COMMUNICATIONS sold this 26/02/2018. I suggest you contact them if you have trouble escalating this via the people who you purchased this from.

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 4