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Trio 8500 & Windows 10 USB Connection

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Occasional Visitor

Trio 8500 & Windows 10 USB Connection

I want to use the Trio 8500 as a microphone for Zoom calls. I thought I could take the micro-USB connection from the Trio to a Windows 10 laptop and it would recognize it as an audio device having a microphone and speakers, but it simply doesn't work. The PC doesn't recognize anything at all. Is there a setting that needs to be changed to allow the micro-usb output to successfully connect to a Windows 10 PC? Any help would be appreciated.

Message 1 of 8
7 REPLIES 7
Polycom Employee & Community Manager

Re: Trio 8500 & Windows 10 USB Connection

Hello @js0873 ,

 

Welcome to the Poly Community.


It would be helpful if you could provide basic information like the currently used software version as an example.

 

Also what mode is the Trio? Is it USB optimized?

 

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.

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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 8
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Occasional Visitor

Re: Trio 8500 & Windows 10 USB Connection

I'll show my ignorance here, because I don't know how to tell what mode it's in or if it's USB optimized. Can you help me determine how I tell that?

 

The version is 5.5.2.11338.

Message 3 of 8
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Polycom Employee & Community Manager

Re: Trio 8500 & Windows 10 USB Connection

Hello @js0873 

 

I suggest you upgrade to a currently supported software.

 

We are at present on 5.9.3 Rev AB

 

Oct 7, 2011 Question: How can I setup my Phone / Provisioning / Download / Upgrade / Update / Downgrade Software?
Resolution: Please check => here <=

 

In regards to the profile access the Web Interface and go to Simple Setup > Base profile

 

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 4 of 8
Highlighted
Occasional Visitor

Re: Trio 8500 & Windows 10 USB Connection

I haven't updated the firmware but the basic profile is Generic, not Skype USB Optimized.

Message 5 of 8
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Occasional Visitor

Re: Trio 8500 & Windows 10 USB Connection

Small item: I updated the firmware and the main display is not nearly as colorful as before. It's a basic pale blue. Is there any setting to make it colorful like it was before?

Message 6 of 8
Highlighted
Occasional Visitor

Re: Trio 8500 & Windows 10 USB Connection

I saw this in the manual. Does this need to be done?

 

USB Pass-through for Windows 10
You can enable users to connect a Windows 10 computer to a Poly Trio 8500 or Trio 8800 system via a USB 2.0 cable. Once connected, users can use the Trio system’s microphones, speakers, and connected cameras as separate USB devices for calls placed in communication clients on the computer.


Users can choose to use the Poly Trio system components as USB devices for various communication clients, including Skype for Business, Microsoft Teams, Google Meet, Cisco Webex, Zoom, and others. Users can also mirror their computer screen onto any monitors connected to a paired Poly Trio Visual+ or VisualPro system. Users must install the Poly Trio Pass-through application, which is included in the Poly Trio software package, onto their computer before connecting the computer to the system to use this feature.


USB Pass-through is not supported in Virtual Desktop Infrastructure (VDI) environments.


Configure USB Pass-through on Poly Trio
You must enable USB Pass-through on Poly Trio 8500 and 8800 systems to enable users to use the feature with their Windows 10 computer.
Make sure feature.usb.device.msrSoftwareUpdate is set to 0.

Message 7 of 8
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Polycom Employee & Community Manager

Re: Trio 8500 & Windows 10 USB Connection

Hello @js0873 ,

 

to answer a couple of your questions:

 

A Trio with factory settings in generic base profile as an example using a USB 2.0 cable following the USB standard >here< will trigger the following:

 

  1. Will launch the People&Content Software so you can share the PC screen to a connected Visual+/VisualPro
    People_Content_Trio_01.pngPeople_Content_Trio_02.png

    It will simply appear as a USB drive

  2. Will automatically add the Speaker and Microphone to Device Manager:

    Trio_Speaker_Microphone_01.png
    So it can be used with any software running on a Windows and/or Apple Mac

    Trio_Speaker_Microphone_02.png

The above does not require any additional software to be installed on the PC/Mac

 

The UI change comes as Polycom was purchased by Plantronics to form the new company called Poly. All our products received the new UI update and it cannot be changed other than downgrading to an older build if applicable.

 

The Poly Passthrough software is explained >here< and requires a connected Visual+/VisualPro

 

I suggest you factory default your Trio and test a USB cable. If that does not work check that there is no Antivirus and/or 3rd party Firewall blocking the Trio.

 

Other volunteers can reply and try and help you further.

 

The next step would be opening a support 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

----------------
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 8