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[Trio 8500] Users reporting that microphone is unmuting during bluetooth calls

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Occasional Visitor

[Trio 8500] Users reporting that microphone is unmuting during bluetooth calls

Hi

 

I have had multiple (although infrequent) reports over the past ~3 weeks of our Trio 8500 devices unmuting itself during audio meetings using the Trio as a Bluetooth audio device.

 

I had initially expected user error, however I sat in a meeting this morning in which this happened again directly before me, and I was able to confirm that the devices went from a muted to unmuted state without being touched by anybody in the room.

 

I have been unable to find any similar reports through this form. This issue is being reported on multiple 8500s (we have three in total, owned for around 1.5 years). One was recently factory reset.  

 

Recreating the issue so far hasn't worked. I cannot say whether this happens only on audio meetings via Bluetooth, or also during traditional voice calls via SIP.

 

Is anyone else familiar with anything similar to this?

 

Phone details and log file, please let me know if any more information may help:

  • Software version: 5.9.3.7982
  • Phone model: Poly Trio 8500
  • Call platform: SIP

Log file attached (the unmute I highlight above happened at round 10:00 AM local time, which is 09:00 UTC on 29-September).

 

Thanks

6 REPLIES 6
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Polycom Employee & Community Manager

Re: [Trio 8500] Users reporting that microphone is unmuting during bluetooth calls

Hello @garethb_ ,

Your post ended up in the Spam Filter so I moved this here. 

 

I have not heard of reports of a Trio 8500 muting itself. I suggest you enable the following logging:

 

  • Settings > Logging > Global Settings > Global Log Level Limit > Log File Size (Kbytes) > Trio or CCX 10240
  • Settings > Logging > Module Log Level Limits > Key Observer > Event 2

I also suggest you upgrade to a currently supported software like UC Software 5.9.5 Rev AA


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. 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 7
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Occasional Visitor

Re: [Trio 8500] Users reporting that microphone is unmuting during bluetooth calls

Hi Steffen

 

Thanks for taking the time to reply. I'll make the changes you suggest and ask users to feed back to me if this happens again. If or when it does, I will post again here attaching the new log file. 

 

For reference, this may have been a typo, but this seems to be a case of randomly unmuting rather than muting, as your reply had noted. 

 

Do you know whether there is a timeout associated with the 'persistent mute' feature which may cause this?

 

I'll keep this open for the moment, but if our users do not report the issue again within a reasonable timeframe (say - two to three weeks), I'll assume that the latest firmware upgrade has resolved this & will mark your reply as the solution

 

Thanks
Gareth

Message 3 of 7
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Occasional Visitor

Re: [Trio 8500] Users reporting that microphone is unmuting during bluetooth calls

Hi Steffen

 

We had a user report that this had happened again this morning. The system version of the device is running at 5.9.5.2830.

 

I have attached the latest version of the logfile following the log changes you had suggested. The local time of when the issue was reported would be around 09:08AM today, plus or minus a couple of minutes.

 

I am unsure how to read the timestamps of the file, however there appears to be a lot of un-muting and muting going on around this time.

 

Do you see anything in the log files that look odd?

 

Thanks

Gareth

Message 4 of 7
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Polycom Employee & Community Manager

Re: [Trio 8500] Users reporting that microphone is unmuting during bluetooth calls

Hello @garethb_ ,

 

Welcome back to the Poly Community.


If nobody pressed the mute key and there is no physical object pressing the key there should be no log message.

 

I can only assume a hardware defect is what you see. Please work with Siphon Networks Ltd who sold this device back in 6/27/2019 for an RMA.

 

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. 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 5 of 7
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Occasional Visitor

Re: [Trio 8500] Users reporting that microphone is unmuting during bluetooth calls

Hi thre,

 

I work with OP. I have been digging into our Trio's logs. Ths is what we have logged with regards ot the mute button. not sure if this many entries is intened or not?

 

000118.103|key  |2|00|Time=000000.860 HookDown
1007124649|key  |2|00|Time=438962.470 KeyPress=18 (MicMute)
1007124649|key  |2|00|Time=438962.580 KeyRelease=18 (MicMute)
1007124655|key  |2|00|Time=438968.180 KeyPress=18 (MicMute)
1007124655|key  |2|00|Time=438968.290 KeyRelease=18 (MicMute)
1007182341|key  |2|00|Time=459174.320 KeyPress=18 (MicMute)
1007182341|key  |2|00|Time=459174.510 KeyRelease=18 (MicMute)
1007182342|key  |2|00|Time=459175.260 KeyPress=18 (MicMute)
1007182342|key  |2|00|Time=459175.420 KeyRelease=18 (MicMute)
1008094920|key  |2|00|Time=514713.720 KeyPress=18 (MicMute)
1008094920|key  |2|00|Time=514714.020 KeyRelease=18 (MicMute)
1008095618|key  |2|00|Time=515131.900 KeyPress=18 (MicMute)
1008095618|key  |2|00|Time=515132.030 KeyRelease=18 (MicMute)
1008100232|key  |2|00|Time=515505.780 KeyPress=18 (MicMute)
1008100232|key  |2|00|Time=515505.890 KeyRelease=18 (MicMute)
1008100247|key  |2|00|Time=515520.490 KeyPress=18 (MicMute)
1008100247|key  |2|00|Time=515520.560 KeyRelease=18 (MicMute)
1008100835|key  |2|00|Time=515869.150 KeyPress=18 (MicMute)
1008100836|key  |2|00|Time=515869.260 KeyRelease=18 (MicMute)
1008103819|key  |2|00|Time=517652.550 KeyPress=18 (MicMute)
1008103819|key  |2|00|Time=517652.730 KeyRelease=18 (MicMute)
1008115721|key  |2|00|Time=522397.150 KeyPress=18 (MicMute)
1008115721|key  |2|00|Time=522397.240 KeyRelease=18 (MicMute)
1008115732|key  |2|00|Time=522408.420 KeyPress=18 (MicMute)
1008115732|key  |2|00|Time=522408.500 KeyRelease=18 (MicMute)
1008115732|key  |2|00|Time=522409.150 KeyPress=18 (MicMute)
1008115733|key  |2|00|Time=522409.310 KeyRelease=18 (MicMute)
1008115733|key  |2|00|Time=522409.560 KeyPress=18 (MicMute)
1008115733|key  |2|00|Time=522409.680 KeyRelease=18 (MicMute)
1008115837|key  |2|00|Time=522473.480 KeyPress=18 (MicMute)
1008115837|key  |2|00|Time=522473.540 KeyRelease=18 (MicMute)
1008120004|key  |2|00|Time=522560.310 KeyPress=18 (MicMute)

This is only a small sample of the logs. this continues for a few hundred lines...

 

Thanks,

 

B

Message 6 of 7
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Polycom Employee & Community Manager

Re: [Trio 8500] Users reporting that microphone is unmuting during bluetooth calls

Hello @Barzyp ,

 

as already explained to @garethb_  if nobody presses mute then there should be no entry. If mute is pressed then I would expect a mute press and release aka 2.

 

Please RMA this unit as already outlined?

 

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. 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 7 of 7