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Polycom Trio 8500 - Audio Problems

jeff.wynne
Occasional Visitor

Re: Polycom Trio 8500 - Audio Problems

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?

Message 21 of 29
MarkAL
Occasional Visitor

Re: Polycom Trio 8500 - Audio Problems

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.
Message 22 of 29
Incus5
Occasional Visitor

Re: Polycom Trio 8500 - Audio Problems

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

 

Message 23 of 29
SteffenBaierUK
Polycom Employee & Community Manager

Re: Polycom Trio 8500 - Audio Problems

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

----------------
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 24 of 29
polyben
Polycom Employee & Community Manager

Re: Polycom Trio 8500 - Audio Problems

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.)

Message 25 of 29
Will-I-AM
Occasional Visitor

Re: Polycom Trio 8500 - Audio Problems

Having same problems with microphones, where they will not work with zoom meeting.  I have a replacement unit, and same issue.  Please help!!!!!!

Message 26 of 29
SteffenBaierUK
Polycom Employee & Community Manager

Re: Polycom Trio 8500 - Audio Problems

Hello @Will-I-AM 

 

I can only provide the same answer as my Poly colleague did before.

 

Open a Service ticket after you verified the issue described in the linked document is the same and an RMA will take place.

 

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 27 of 29
mikeLubb
Occasional Visitor

Re: Polycom Trio 8500 - Audio Problems

Can anyone on this thread tell me what the actual root cause is and what the solution is other than sending the phones back? 

 

We just purchased 2 of the 8500's and have the same issues.  Finding that when volume on the speak is up above a soft level that the audio is clipping and chopping like the sound from the speaker is feeding back into the microphone.  When speak is turned up to an acceptable level the device is unusable.  I kind want to know if anyone was able to resolve via settings in the interface or did you just ship them back and get new ones or different models?

 

Thanks

Message 28 of 29
SteffenBaierUK
Polycom Employee & Community Manager

Re: Polycom Trio 8500 - Audio Problems


@polyben wrote:

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.)


Hello @mikeLubb 

again I can only quote my colleague's post above.

----------------
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 29 of 29