Re: Polycom Trio 8500 - Audio Problems - Page 3

jeff.wynne · ‎07-17-2019

Hi - I'm having exactly this problem with a RealPresence Trio 8500.

"We a a problem with the speaker voice quality during a call.

If the microphone is muted the voice quality of the integrated speakers is excellent.

But if I activate the microphone the voice from the speakers is interrupted/intermittet and hard to understand..sometimes louder sometimes quieter."

That describes it exactly.

It's also reproducable with the inbuilt Audio Diagnostics tool.

MAC: 64:16:7F:1D:A6:10

S/N: 64167F1DA610

Can you advise me on the what the resolution could be?

MarkAL · ‎07-17-2019

They were non-helpful. The claimed that the unit must have been a refurbished unit. I bought from the internet and both units as far as I noticed were new. Both were terrible. I am not doing anything at this point. Wish you luck.

Incus5 · ‎09-06-2019

Hello Team,

I am running into the same issue. Has anyone had any luck getting this resolved? I will be opening a support ticket as well.

Phone Model Trio 8500

Part Number 3111-66700-001 Rev:B

MAC Address 64:16:7F:60:FB:DC

UC Software Version 5.9.0.10869

SteffenBaierUK · ‎09-06-2019

Hello @Incus5 ,

Welcome to the Poly Community.

Simply contact our support team in your region and they should RMA the unit.

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

polyben · ‎09-06-2019

Hello everyone,

I would give the following technical advisory a review, as it sounds like some (not all) replies to this thread are consistent with the behavior of this known issue:

https://support.polycom.com/content/dam/polycom-support/products/voice/polycom-uc/other-documents/en...

If the issue that you are experiencing is consistent with the known issue mentioned in the technical advisory, the only recourse may be to RMA the unit from remediated stock.

Please be sure to mention the above technical advisory when you call your line of support (which will typically be your Poly authorized reseller.)