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Polycom trio disconnects internet

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Occasional Visitor

Polycom trio disconnects internet

When i connect my polycom to laptop via USB cable it disconnects internet on laptop. It started happening after upgrade to new software. What can i do with it?

error is: RT|Network rndis0 link went down

Message 1 of 6
5 REPLIES 5
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Polycom Employee & Community Manager

Re: Polycom trio disconnects internet

Hello @pawel.wojt ,

 

Welcome to the Poly Community.

It would have been a good idea to point out from what software you upgraded to which as this may affect the answer we can provide.

 

Most likely this has to do with the new pass through capability (we assume this as you have not shared any backup or full logs).

 

This is an issue on the PC as most likely the policy will not allow more than one network connection and the USB connection is treated as such.

 

Some information from a case I dealt with via the official support channel ( 1-15134995033

 

 

If you still have an issue, and none of the other volunteers has anything to add, please 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. 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

----------------

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 6
Highlighted
Occasional Visitor

Re: Polycom trio disconnects internet

this are full logs:

0729144528|cfg |*|00|RT|Network rndis0 link went up
0729144528|clist|4|00|dbSet::load:cleared load error state m_sync=<0x40>
0729144528|copy |4|00|Configuration of URL failed
0729144528|copy |5|00|At sendStatusToUptimeAnalytics -> Error getting config from url '(null)'
0729144528|clist|4|00|dbIO::processResult:no host
0729144528|clist|4|00|dbSet::srv2mem:'0004f2fe9a7d-directory.xml' File transfer failed, trying to get local file
0729144528|copy |4|00|Configuration of URL failed
0729144528|copy |5|00|At sendStatusToUptimeAnalytics -> Error getting config from url '(null)'
0729144528|clist|4|00|dbIO::processResult:no host
0729144528|clist|4|00|dbSet::srv2mem:'000000000000-directory.xml' File transfer failed, trying to get local file
0729144530|cfg |*|00|RT|Network rndis0 link went up
0729144553|ldap |4|00|ldapData::ldapConnBind:ldap_x_bind_s - rc=0xffffffff <Can't contact LDAP server>
0729144553|ldap |4|00|ldapData::ldapConnBind:ldap_x_bind_s - rc=0xffffffff <Can't contact LDAP server>
0729144646|usba |*|00|Backing File successfully refreshed
0729144646|cfg |*|00|RT|Network rndis0 link went down
Message 3 of 6
Highlighted
Polycom Employee & Community Manager

Re: Polycom trio disconnects internet

Hello @pawel.wojt ,

 

You still have not told us from what software you upgraded to and what is the new software version. Also, you have not shared a backup.

 

I already provided you with information on how to troubleshoot your PC end and more details can be found >here<

 

The next step would be working with your reseller as this is not a Trio issue but an issue on your PC not allowing a 2nd network connection.


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

Best Regards

Steffen Baier

----------------

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 6
Highlighted
Occasional Visitor

Re: Polycom trio disconnects internet

Upgrade from 5.4.5.9658 to 5.9.4.6846.

I don't think this is the problem with computers. Before this upgrade everything was working just fine.

 

Message 5 of 6
Highlighted
Polycom Employee & Community Manager

Re: Polycom trio disconnects internet

Hello @pawel.wojt ,

 

Since Trio UC Software 5.9.2 we added the passthrough ability so you can use the Visual+/VisualPro Camera and the Trio Microphone and speaker on a connected PC.

 

Jan 23, 2020 Question: Can a Poly share its Camera, Speaker and Microphone with a PC?

Resolution: A Poly Trio paired with a Visual+/VisualPro can use the passthrough software since UC Software 5.9.2 as shown >here<

 

and

 

Jan 30, 2020 Question: How can I troubleshoot Poly Passthrough issues using a Poly Trio?

Resolution: Please check >here<

 

The default configuration for this has this enabled aka when you plug a USB cable into the PC a 2nd Network is created so you can use the Passthrough software.

 

It seems a policy on your PC will not allow this and therefore disconnects the other network.

 

You, therefore, have 2 options:

 

  • Disable the feature on the Trio aka set mr.devicePassThrough.usb.enabled="0" but you will lose the ability as outlined above
  • Change the policy on your PC to enable multiple networks as already shared in my original reply

 

If you still struggle please open a ticket with your reseller.

 

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

----------------

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 6