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Polycom Trio Bluetooth Issues

dennooze
Occasional Advisor

Polycom Trio Bluetooth Issues

Hi,

 

My company recently bought 2 units of Polycom Trio for demonstration purposes. And to our surprise, both units also had the same issues.

 

When we do a simple test with the Polycom Trio bluetooth features (haven't tried NFC yet). We discovered the following issues when pairing to any mobile phones (tried almost 10 different types of smart phones including iphone, different brands of Android phones, all same issues) :-

  1. pairing on music player mode works fine without any issues (but sometimes the switching delay is as long as more than 5 seconds)
  2. when making calls from smart phone, the Trio display does not show on bluetooth call mode
  3. when paired with mobile phone, switching to bluetooth mode before and during phone call does not work properly and mobile phone calls still stuck on mobile phone earpiece and microphone

We have already done various troubleshootings including upgrade the phone firmware to the latest version posted in this forum. But didn't make a difference.

 

Appreciate experts assistance in this matter.

 

Thanks & Regards.

Message 1 of 18
17 REPLIES 17
SteffenBaierUK
Polycom Employee & Community Manager

Re: Polycom Trio Bluetooth Issues

Hello dennooze,

welcome to the Polycom Community.

It is always useful to include the currently used UC Software version as issues experienced or a question asked may already be addressed in a newer release.  

 

You may assume by stating it has the latest that we all know what version but please post the version.

This also allows yourself and others to check against current software release notes, Administrator Guides or FAQ post’s.

The above is also stated in the "Read First"

Therefore the Polycom VoIP FAQ contains this post here:

Question: How can I find out my SIP or UC Software Version of my Phone?
Resolution: Please check 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

Polycom Global Services

----------------
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
Message 2 of 18
dennooze
Occasional Advisor

Re: Polycom Trio Bluetooth Issues

Hi,

 

Thank you for your reply.

 

Below are the version of the phone software I'm running on.

 

Polycom/5.4.3.2389 PolycomRealPresenceTrio-Trio_8800-UA/5.4.3.2389

 

Software Version : 5.4.3.2389

 

Please advise if you still need further information.

 

Thanks & Regards.

Message 3 of 18
SteffenBaierUK
Polycom Employee & Community Manager

Re: Polycom Trio Bluetooth Issues

Hello dennooze,

5.4.3.2400 is actually the latest as we just released this today.

 

In regards of your Bluetooth issue I have just tested this with an iPhone 6s and I cannot verify your findings.

 

What is the distance between the phones and the Trio?

 

I would suggest you bring this to supports attention.


In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you.

If this is some sort of an Internet discounter please post your phone's MAC address so I can look up who would be able to support you.

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

Best Regards

Steffen Baier

Polycom Global Services

----------------
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
Message 4 of 18
dennooze
Occasional Advisor

Re: Polycom Trio Bluetooth Issues

Hi,

 

Please refer to the reply below.

 

In regards of your Bluetooth issue I have just tested this with an iPhone 6s and I cannot verify your findings.

What is the distance between the phones and the Trio?

Very close, just right beside it @@

 

I would suggest you bring this to supports attention.
In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you.

I am a certified polycom reseller, we take directly from stockist Distributor. Please advise who should i direct the support to.

Please assist us to escale on this issue or guide us where can we get help with.

 

Thanks & Regards.

Message 5 of 18
SteffenBaierUK
Polycom Employee & Community Manager

Re: Polycom Trio Bluetooth Issues


@SteffenBaierUK wrote:


If this is some sort of an Internet discounter please post your phone's MAC address so I can look up who would be able to support you.


 

----------------
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
Message 6 of 18
dennooze
Occasional Advisor

Re: Polycom Trio Bluetooth Issues

Hi,

 

Please refer below.

 

MAC Address 00:04:F2:FE:65:61

 

Thanks & Regards.

Message 7 of 18
SteffenBaierUK
Polycom Employee & Community Manager

Re: Polycom Trio Bluetooth Issues

Hello ,

Please work with Ingram Micro Malaysia Sdn Bhd

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

Best Regards

Steffen Baier

Polycom Global Services

----------------
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
Message 8 of 18
dennooze
Occasional Advisor

Re: Polycom Trio Bluetooth Issues

Hi,

 

I have dropped my distributor an email on the forum described issues.

 

If need further assistance will let you know.

 

Thanks & Regards.

Message 9 of 18
Kestutis_ELIPSIS
Occasional Advisor

Re: Polycom Trio Bluetooth Issues

Hi dennooze,

 

do you still have bluetooth issues?

 

We just got Trio demo unit and we faced some problems.

 

So if we pair Trio with PC, it is ok till Trio reboots. Arter that, we should remove trio from PC BT paired devices and pair again. And this repeats every time. We just upgraded software to newest version but nothing changed.

 

Does anyone also has Trio Bluetooth issues?

 

 

Message 10 of 18