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Tri C60 Bluetooth issues.

Falcons
Occasional Visitor

Tri C60 Bluetooth issues.

We recently purchased the C60 Non Teams version of the phone.

Installed the latest firmware 7.0

 

We have noticed that if the device makes a Bluetooth connection to any device, phone, PC, laptop, the users on the call complain that they are hearing pops and taps on the line.

We have tried completely disabling noiseblock as a culprit but not luck.

 

I have tried apple devices, Android devices, a MS Surface Laptop, and a Desktop PC with an ASUS Bluetooth 5.0 adapter, and they all have the same issue when using Bluetooth.

 

Any ideas?

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

Re: Tri C60 Bluetooth issues.

Hello @Falcons ,

 

Welcome to the Poly Community.

Did this work prior to updating to 7.0.0? What mode is the phone in?

 

In order to troubleshoot this, it would need to come into our support organisation.


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.


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 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. 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 2 of 6
Falcons
Occasional Visitor

Re: Tri C60 Bluetooth issues.

The Bluetooth still did not work with the 5.9.3-5 firmware either.

The phone is in generic mode, not running the Teams profile.

We purchased the phone from Provantage.com

The mac is 64:16:7F:D6:46:DE

Message 3 of 6
SteffenBaierUK
Polycom Employee & Community Manager

Re: Tri C60 Bluetooth issues.

Hello @Falcons ,

 

The phone shows as purchased via Ingram Micro ( USA ) HQ back in 11/23/2020

 

They are your Tier 1 support and can open a ticket for 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

----------------
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. 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 4 of 6
Andy Xu
Occasional Visitor

Re: Tri C60 Bluetooth issues.

We are suffering the same issue.

Message 5 of 6
SteffenBaierUK
Polycom Employee & Community Manager

Re: Tri C60 Bluetooth issues.

Hello @Andy Xu ,

 

Welcome to the Poly Community.

You provided no details as the original poster has. As we cannot assume it is 100% the same setup etc. please contact our support team in your region if the unit is still in warranty.


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 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. 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 6 of 6