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Trio 8800 firmware upgrade - reboot loop

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Occasional Advisor

Trio 8800 firmware upgrade - reboot loop

I've just tried to update the first of our Trios to the latest build online (Polycom_UC_Software_5_9_0_10869_AA_Trio8800_release). Update was by USB. Appeared to be going to plan however for the last 90 minutes now the device is showing 'Completing provisioning...' and is then rebooting. 

 

Any advice?

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

Re: Trio 8800 firmware upgrade - reboot loop

Hello @dwdwdw ,

 

welcome to the Poly Community.

Both the communities Must Read First and the FAQ reference the basic minimum information a new or follow up post should contain.

This ensures the questions having to be asked are limited and any new or follow up post contains the right amount of details to ensure any voluntary participant within the community does not spend additional time chasing basic information.

As a reminder the basic information asked for:

 

  • Provide the exact Software Version of your Phone
  • Provide the Phone Model
  • Provide the Call Platform (aka openSIP,Teams, Skype for Business Online, Skype for Business on Premise, Lync)
  • Additional Poly Infrastructure (RPRM,PDMS or BToE)
  • If applicable provide a backup of the phone in question

UC Software 4.0.0 or later via the Web Interface Utilities > Phone Backup & Restore > Phone Backup > Phone Backup. Please rename into .TXT or Zip the file to attach.
Since UC Software 5.9.0 simply provide this via the Web Interface Diagnostics > Download Support Information Package

  • If possible provide a Log and either attach them or use the Code Tag.Consult the Troubleshooting Section found within the FAQ if applicable
  • If possible provide the MAC Address or Serial of the device
  • Provide details for example if the issue is a day 1 issue or only happened after an upgrade or any other relevant details
  • For questions around Support please check here

 

Whilst providing some of these details may not directly impact any possible answer the community can provide, it does enable Poly to have an overview of the current software used. In addition, providing all details at the same time allow us to check logs or look up potential support partners if an issue needs to come into support. It also enables us to verify the entitlement for using features.

 

Please ensure you always check the FAQ's and/or utilize the community search before posting any new topics or follow up post’s.

 

  • How did you upgrade the unit?
    FTP or Web via the built-in upgrade option
  • What is your infrastructure and call server?
  • Have you tried to factory reset the unit?

 

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

Best Regards

Steffen Baier




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and maybe answered on weekends, bank holidays or personal holidays.
Message 2 of 6
Occasional Advisor

Re: Trio 8800 firmware upgrade - reboot loop

Thanks.

 

As a reminder the basic information asked for:

 

  • Provide the exactSoftwareVersion of your Phone
    Was: 5.5.2.11217, trying to apply firmware image 5.9.0.10869
  • Provide the PhoneModel
    Real Presence Trio 8800
  • Provide the Call Platform (aka openSIP,Teams, Skype for Business Online, Skype for Business on Premise, Lync)
    Used with Skyoe for Business Online
  • Additional Poly Infrastructure (RPRM,PDMS or BToE)
    None
  • If applicable provide a backup of the phone in question
    None

UC Software 4.0.0 or later via the Web Interface Utilities > Phone Backup & Restore > Phone Backup > Phone Backup. Please rename into .TXT or Zip the file to attach.
Since UC Software 5.9.0 simply provide this via the Web Interface Diagnostics > Download Support Information Package

  • If possible provide a Log and either attach them or use the Code Tag.Consult the Troubleshooting Section found within the FAQ if applicable
  • If possible provide the MAC Address or Serial of the device
  • Provide details for example if the issue is a day 1 issue or only happened after an upgrade or any other relevant details
  • For questions around Support please check here

What has happened

Firmware relase was downloaded from Polycom website, unzipped and loaded to a freshly formatted USB drive. USB drive was inserted into the Trio. Upgrade appeared to be going to plan however the device never completed the set up and is now in a continous loop where it is 'Completing provisioning', then rebooting.

Factoy reset by touching the four corners of the screen and powering it on does not appear to work. Inserting the USB drive has no affect. Have tried powering off for a substantial period of time to no effect.

 

 

Whilst providing some of these details may not directly impact any possible answer the community can provide, it does enable Poly to have an overview of the current software used. In addition, providing all details at the same time allow us to check logs or look up potential support partners if an issue needs to come into support. It also enables us to verify the entitlement for using features.

 

Please ensure you always check the FAQ's and/or utilize the community search before posting any new topics or follow up post’s.

 

  • How did you upgrade the unit? 
    FTP or Web via the built-in upgrade option
    Via USBe
  • What is your infrastructure and call server?
    Connect via LAN and out to Skype for Business servers straight over the internet
  • Have you tried to factory reset the unit?
    Yes - does not appear to work (attempted reboot whilst touching four corners of the screen)
Message 3 of 6
Occasional Advisor

Re: Trio 8800 firmware upgrade - reboot loop

Finally managed to engage a system reset. Problem solved.

Message 4 of 6
Polycom Employee & Community Manager

Re: Trio 8800 firmware upgrade - reboot loop

Hello @dwdwdw 

 

most likely:

 

Feb 02, 2016 Question:How can I prevent a Poly Phone to be downgraded/upgraded automatically via Skype for Business and/or Office365?

Resolution:For Skype for Busines please download, unpack and import the attached LyncProvisionDeviceParams. For Skype for Business Online / O365 in addition please set the EnableDeviceUpdate to false as explained => here <=

 

Best Regards

 

Steffen Baier




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and maybe answered on weekends, bank holidays or personal holidays.
Message 5 of 6
Occasional Advisor

Re: Trio 8800 firmware upgrade - reboot loop

It was definately not a firmware downgrade / reboot, it was a problem with the firmware upgrade itself, continually rebooting every 2 minutes 

Message 6 of 6