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Polycom Trio 8800 - "New Software Available"

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Occasional Visitor

Polycom Trio 8800 - "New Software Available"

Hi,

 

We have a few Trio 8800 which are having a very annoying issue where they keep rolling back to a previously installed update which then does not stay signed into Skype For Business Online accounts.

I have browsed the Wiki and tried responses given to others for this same issue, but they are dated before 2018 so i assume the issue is different now.

 

We are having to reinstall the firmware update (5.9.2.7553) as often as every hour. It rolls back to 5.5.*****

 

We have checked the config file (which we have given up using as it doesn't seem to make any difference) contains the following section:

 

/>
<DISABLEUPDATE
lync.provisionDeviceParams.enabled="0"
device.set="1"
device.prov.lyncDeviceUpdateEnabled.set="1"
device.prov.lyncDeviceUpdateEnabled="0"

 

And we also have "EnableDeviceUpdate = False" set within our CsIPPhonePolicy settings for Skype Online.

 

This is becoming a major nuisance as it is interrupting important meetings and causing stress amongst departments so we need a solid fix for this ASAP.

Message 1 of 6
5 REPLIES 5
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Polycom Employee & Community Manager

Re: Polycom Trio 8800 - "New Software Available"

Hello @Scott Nelson ,

 

Welcome to the Poly Community.

 

Apologize if this is causing you issue but unfortunately our Partner Microsoft has not updated the Trio release since UC Software 5.5.2 so users do run into this.

 

Could you attach a backup after applying the parameters as suggested in our FAQ sh we can verify that they are actually added?

 

Utilities > Phone Backup & Restore > Phone Backup > Phone Backup

 

The next and quickest step to get this looked at would be to raise a ticket.


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

End Customers are usually unable to open a ticket directly with Poly support. Available End User Poly services offerings are detailed here

If this is some sort of an Internet discounter providing your MAC address or your Poly devices serial will enable us to look up who would be able to support you. This may not be who you purchased the Poly 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

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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 2 of 6
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Occasional Visitor

Re: Polycom Trio 8800 - "New Software Available"

Hi Steffen,

 

Many thanks for your prompt response. See attached for copy of phone backup!

 

We have initiated a request with the vendor who provided it to us, but it has been ongoing for a while and we need to figure out a fix ASAP.

 

I have also, attached a copy of the "Device Settings" for a Polycom system that seems to not be having this issue.

 

Thank you,

Scott

Message 3 of 6
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Polycom Employee & Community Manager

Re: Polycom Trio 8800 - "New Software Available"

Hi @Scott Nelson 

 

nothing is attached.

 

Best Regards

 

Steffen Baier

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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 4 of 6
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Polycom Employee

Re: Polycom Trio 8800 - "New Software Available"

You should also just disable the update service directly in your Office 365 tenant at it's essentially useless when Microsoft pushed out very old builds.  Once this is turned off it doens't matter what the Trio configuration is as it'll not receive update messages from the server anymore and it'll stay on whatever version you load on the phone.

 

This article covers the steps, but essentially you need to run "Set-CsIPPhonePolicy -EnableDeviceUpdate $false"

 

http://blog.schertz.name/2016/07/device-updates-with-skype-for-business-online/

 

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Jeff Schertz - Microsoft Solutions Architect [Blog]

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.
Message 5 of 6
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Polycom Employee

Re: Polycom Trio 8800 - "New Software Available"

I just noticed that you stated near the end of your post that you've also done this, so I have no idea why this is happening.  Definitely open a support ticket so we can figure out if something has changed recently either in the O365 tenant behavior or the phone firmware.

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Jeff Schertz - Microsoft Solutions Architect [Blog]

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.
Message 6 of 6