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Downgrade Visual+ Trio8800

Occasional Visitor

Downgrade Visual+ Trio8800


I would like to ask the community if somebody has the same problem as mine and how can it be fixed.

I tried to upgrade my Trio 8800 and Visual+ module to the new software 5.9.2

After that the camera - Logitech c910 stop working.

I downgraded the Trio8800 to the old: Now the Visual+ seems to be with the old (new software 5.9) and restarts permanently.

It can not be downgraded by the Trio8800. I tried to reset it with the hardware reset but the result is the same. The Trio is running with 5.5.2 and the Visual+ is with the new 5.9 and restarts permanently immediately after connected to the Trio.

Does anybody know how to fix the issue? How to downgrade manually the Visual+ to the 5.5?




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Polycom Employee & Community Manager

Re: Downgrade Visual+ Trio8800

Hello @to6ko ,


Welcome to the Poly Community.

The only originally officially supplied and supported Camera is a Logitech C930 so if you have used a C910 than this was never a supported scenario.


Dec 04, 2015 Question:How can I provision/upgrade the software via USB for the Poly Trio and/or Visual+?

Resolution: Please check this post => here <=


The above explains how you can use a USB stick to upgrade or downgrade the software of a Visual+.


If you still struggle the next step should be to open a support 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.

If the unit is no longer within the warranty please be prepared to Pay Per Incident / PPI. This is all outlined in detail here

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 Polycom 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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.


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
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