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Trio 8500 doesn't power on via PoE switch

SOLVED
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Advisor

Trio 8500 doesn't power on via PoE switch

Phone Model Trio 8500
Part Number 3111-66700-001 Rev:B
UC Software Version 5.9.3.8724

 

I have a Trio 8500 that's been working w/no issues until now. When connected to a PoE switch it will no longer power on but it will when connected to a PoE injector (and the phone works when powered w/an injector). Multiple switches and patch cables were used and the switch port config was set to auto & static for inline power. I also performed a factory reset on the phone and there was no change.

Has anyone else had this issue?

-James

Message 1 of 4
1 ACCEPTED SOLUTION

Accepted Solutions
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Polycom Employee & Community Manager

Re: Trio 8500 doesn't power on via PoE switch

Hello jbass@srcinc ,

 

It requests 13Watt power just like it should so not sure why this one does not work and another does.

 

I suggest you back up working and not working and use Notepad++ with the compare plugin to check for any different setting.

 

The next step would be to contact SCANSOURCE INC as they sold this unit back in 13/06/2019


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

View solution in original post

Message 4 of 4
3 REPLIES 3
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Polycom Employee & Community Manager

Re: Trio 8500 doesn't power on via PoE switch

Hello jbass@srcinc ,

Welcome back to the Poly community.

Some or a couple of your old post(s) or reply(s) to them => here <= are still open/pending as you have not marked these as "Accept as a solution" or at least provide some form of feedback or answer.

If they are in this state nobody finding them via a community search will know if an answer or advice provided was useful and has maybe helped you.

Could you therefore kindly go over them and mark or answer as appropriate?

If they are marked as "Accept as a solution" other users can find these easier and it helps them to utilise the community more efficiently. Please do not simply mark them without any type of feedback.

 

For your new issue a couple of questions:

 

  • How old is this Trio and what is the serial and/or history of this?
  • Is this using a Visual+?
  • What type of Switches?

Usually, I would recommend getting this into support.

 

Please use the following logging when powered via Power Supply:

 

  • Settings > Logging > Global Settings > Global Log Level Limit > Event 1
  • Settings > Logging > Global Settings > Global Log Level Limit > Log File Size (Kbytes) > Trio or CCX 10240
  • Settings > Logging > Module Log Level Limits > CDP > Event 1
  • Settings > Logging > Module Log Level Limits > LLDP > Event 1
  • Settings > Logging > Module Log Level Limits > Configuration > Event 1
  • Settings > Logging > Module Log Level Limits > Power Manager > Event 1

You can share the logs here but realistically only Poly support can establish the root cause for this.

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 4
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Advisor

Re: Trio 8500 doesn't power on via PoE switch

Hi Steffen,

This is a new Trio 8500 (3111-66700-001 Rev:B) that's been in use for only a few months and the switch used is a Cisco 3560-CX. I connected a different Trio and it powers on with no issues.

 

I've attached the log file.

 

Thanks,

JAmes

 

 

Message 3 of 4
Highlighted
Polycom Employee & Community Manager

Re: Trio 8500 doesn't power on via PoE switch

Hello jbass@srcinc ,

 

It requests 13Watt power just like it should so not sure why this one does not work and another does.

 

I suggest you back up working and not working and use Notepad++ with the compare plugin to check for any different setting.

 

The next step would be to contact SCANSOURCE INC as they sold this unit back in 13/06/2019


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

View solution in original post

Message 4 of 4