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Trio 8800 not mapping drive when connecting via USB

Occasional Advisor

Trio 8800 not mapping drive when connecting via USB

Newbie administrator here....

 

Most users at my new place are connecting their Windows 10 laptops to a Trio 8800 via USB and a 'D' drive gets mapped and a new explorer window pops up. They then launch the 'People + Content' exe file and their screens get displayed on an external monitor. Easy one-click launch.

 

However, for about 6 users, no drive gets mapped even though their laptops have the same image. This started about a month ago for all of them

 

Is this a known issue or is there some specific requirement in order to get this functionality?

 

thanks!

Message 1 of 11
10 REPLIES 10
Polycom Employee & Community Manager

Re: Trio 8800 not mapping drive when connecting via USB

Hello @fi85511 ,

 

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 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 11
Occasional Advisor

Re: Trio 8800 not mapping drive when connecting via USB

Phone:  Trio 8800

s/w version:  5.5.4.2255

Platform:  Skype for Business

 

thanks!

Message 3 of 11
Polycom Employee & Community Manager

Re: Trio 8800 not mapping drive when connecting via USB

Hello @fi85511 ,

 

UC Software 5.5.4 is no longer supported and I would urge you to upgrade to a currently supported version like 5.9.0

 

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




<======== 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 4 of 11
Occasional Advisor

Re: Trio 8800 not mapping drive when connecting via USB

Upgraded the Trio to v5.9.0 as recommended.

 

The issue persists.  No drive is mapped when connecting a Windows 10 laptop to the Trio.  The user has to launch the content app and stream that way.  This works but is not as easy and intuitive for users as a drive getting mapped and double-clicking on an .exe file

Message 5 of 11
Polycom Employee & Community Manager

Re: Trio 8800 not mapping drive when connecting via USB

Hello @fi85511 ,

 

  • Disconnect the Trio from the USB connection

  • On your Windows PC open Device Manager and expand the view.

  • Beneath the USB Universal Serial Bus Controller may be a similar entry as this:

CustomerPhoto.png

  • Delete this and reboot the PC

  • Reconnect the Trio

 

If this still fails open a Ticket.

 

In order to raise a support ticket you need to work with your Poly reseller as they need to do this for you.

End Customers are unable to open a ticket directly with Poly support.

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

 

Quote EN-138619 to the reseller when opening 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




<======== 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 6 of 11
Occasional Advisor

Re: Trio 8800 not mapping drive when connecting via USB

Well that worked!  ;-)

 

Displayed as a slightly different USB mass storage device but when I removed that device, answered yes to deleting the drivers and rebooted, it behaved correctly upon reboot and reconnection.

 

thanks for the tip!

 

 

Message 7 of 11
Occasional Advisor

Re: Trio 8800 not mapping drive when connecting via USB

So although this workaround does the job, it seems that it is only a temporary fix.

 

For all affected users, the problem reappears after a few days. It is frustrating for them to keep having apply this workaround.  The other issue is that for non-admin users, they need an admin account to make changes in device manager...so they have to open a ticket every time they need to get this fixed - and that's normally at the worst possible time as they're about to start a presentation.

 

Is there a more permanent solution here?

Message 8 of 11
Polycom Employee & Community Manager

Re: Trio 8800 not mapping drive when connecting via USB

Hello

Please open a ticket as already explained.

Replied via a mobile device



<======== 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 9 of 11
Occasional Visitor

Re: Trio 8800 not mapping drive when connecting via USB

We are experiancing the same issue with a few users.  It would be nice to know the results of the ticket that was opened.

Message 10 of 11