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Polycom Trio 8800 disconnects during Skype Meetings

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Advisor

Polycom Trio 8800 disconnects during Skype Meetings

Hi all,

i got a problem with a Polycom Trio 8800 it disconnects during Skype Meeting: never during short meetings but often in meetings that last more than 20 minute. The issue has been reported from a user because the trio has been sent in an office without any local support. 

Firmware version: 5.5.2.11217

The device has another problem with time: it is 2 hours before even if Trio is on the right time zone.

I attach logs and screenshot of the web interface for date and time configuration.

What can i do to solve the issue?

 

Thank you very much for your support,

 

Fabio Bielli

4 REPLIES 4
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Polycom Employee & Moderator

Re: Polycom Trio 8800 disconnects during Skype Meetings

This needs to be opened via your Polycom Support structure.  This forum can not diagnose issues like this.  They may also require a wireshark trace.

Message 2 of 5
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Polycom Employee & Community Manager

Re: Polycom Trio 8800 disconnects during Skype Meetings

Hello @FabioBip,

welcome to the Polycom Community.

 

As already outline by my colleague this most likely needs to get into support.

The community's VoIP FAQ contains this post here:

Jan 28, 2013 Question: Time and Date flashing or unable to set time correctly

Resolution: Please check => here <=

 

Mar 15, 2016 Question:Why does a Polycom phone show the wrong Daylight Saving Time?

Resolution: Please check this post => here <=

 

In addition the Skype FAQ contains:

 

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

Resolution: Have a look => here <=


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

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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 3 of 5
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Advisor

Re: Polycom Trio 8800 disconnects during Skype Meetings

Thanks for your support, i will open a ticket with our vendor.

 

Fabio

Message 4 of 5
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Frequent Advisor

Re: Polycom Trio 8800 disconnects during Skype Meetings

Fabio, please share your ticket number if you see this and opened up a ticket.

I have seen this issue both with Skype and Zoom meetings, where the Trio disconnects approximately around 30 minutes. Since it affects both platforms it appears phone related, but has been hard to reproduce regularly. I've seen it across all recent builds, but have no debug logs to illustrate the problem, so support is stuck. Thanks!
Message 5 of 5