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Polycom Trio 8500 Bluetooth issue - Call starts automatically

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Occasional Contributor

Polycom Trio 8500 Bluetooth issue - Call starts automatically

Hi Guys,

 

I have an issue with our Trio 8500 (5.9.1.10906)

The issue is that  connecting over bluetooth "starts a call" automatically.

 

i tried downgrading the firmware to the previous version, and playing with bluettoths settings.

didn't work.

 

The connection creates two audio devices, "stereo" and "handsfree".

when unselecting "handsfree" in Bluetooth setting, 

  • Stereo doesn't allow me to send voice, which is understandable.

selecting both, Stereo and handsfree, "starts a call" automatically.

 

This issue prevents me to use the phone for anything else. not even another call.

The call starts automatically even after "hanging up"

 

The message on screen says "Bluetooth-Audio" and when pressing the home button, the message on top of the screen says "return to call"

 

thanks

Eric

Message 1 of 3
2 REPLIES 2
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Polycom Employee & Community Manager

Re: Polycom Trio 8500 Bluetooth issue - Call starts automatically

Hello @Ericg ,

 

Welcome to the Poly Community.

  • Is this a Day 1 issue?
  • Why was the mobile phone paired with the Trio aka what is the use case?
  • What is the mobile phone and what OS?
  • Has the Mobile phone been restarted already as an App running on it may trigger this?

 

The next step would be to open 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.

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

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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 3
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Occasional Contributor

Re: Polycom Trio 8500 Bluetooth issue - Call starts automatically

Hi Steffen,

 

It is not a day 1 issue, I believe it may be related to a software upgrade.

I will contact our reseller for help.

 

Thanks

E

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