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X50 & Trio C60: Trio mics aren't working

jbass@srcinc
Valued Contributor

X50 & Trio C60: Trio mics aren't working

Out standard Zoom Room set up is an X50 w/a paired Trio C60 as a controller & mic. For the most part this setup works well but I have noticed an issue w/at least one; it's not using the mics on the Trio even though they appear in the web configurator of the X50. I logged into the X50 while it was in a Zoom meeting and it only shows the X50 mics as receiving audio (screenshot attached). I tried it w/an identical system here at my desk (only difference is that the X50 is running 3.5.0) and the Trio mics are the active mics. 
Does anyone know of a way to fix this?
X50: 3.4.0-292042
C60: 7.1.0.8046

Thanks

jbasssrcinc_0-1624458175739.png

 

Message 1 of 5
4 REPLIES 4
SteffenBaierUK
Polycom Employee & Community Manager

Re: X50 & Trio C60: Trio mics aren't working

Hello jbass@srcinc ,

 

Welcome back to the Poly Community.

I have just tested the exact same setup and software and it works fine.


Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

----------------
The title Poly Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.

----------------

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 5
jbass@srcinc
Valued Contributor

Re: X50 & Trio C60: Trio mics aren't working

Thanks Steffen, 
This appears to be the only system that is occurring on, unfortunately it's in a remote office so I am unable to get my hands on it to do more troubleshooting. I might try unpairing it, rebooting both and then pair it again.

 

-James

 

Message 3 of 5
ChefKel
Occasional Visitor

Re: X50 & Trio C60: Trio mics aren't working

I'm experiencing the same issues where I can't select the trio as the input mic on the latest firmware for the x50 and the trio c60. I used to be able to select the trio as the primary mic but now I'm unable to. I read that you need to do a factory reset. I already did a system reset on the x50 settings but not a full factory reset. There's definitely something wrong with the software that keeps disabling the ability to just select the trio as a primary mic as I've seen on other threads.

Message 4 of 5
SteffenBaierUK
Polycom Employee & Community Manager

Re: X50 & Trio C60: Trio mics aren't working

Hello @ChefKel ,

 

Welcome to the Poly Community.

This would need to come into the support organisation in your region.

 

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

----------------
The title Poly Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.

----------------

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 5 of 5