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The HP Community is where owners of HP products, like you, volunteer to help each other find solutions.
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‎06-26-2019 09:48 AM

HP Recommended

I have several laptops and polycoms that arent being recognized by USB since a recent windows update. Since the update, when i plug in the USB, it doesnt pull up the file explorer with the People+ContentIP.exe folder. I have tried with several different laptops/surfaces and with several different polycoms. Polycom software is 5.9.0.11398 and the USB adapters are the ones given with the polycom.

3 REPLIES 3

‎06-26-2019 09:55 AM

HP Recommended

Hello @Flight Center ,

 

welcome to the Poly Community.

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

 

This was already reported => here <=


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.

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.

 

We are already tracking this via 1-12468386901 and 1-12347540071

 

A Microsoft ticket 14815893 was opened but in order to be updated please raise this and quote the relevant tickets mentioned above.

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: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
Was this reply helpful? Yes No

‎01-08-2020 12:42 AM

HP Recommended

Hello all,

 

we are tracking this internally via 1-12347540071 / EN-138619 or 1-12468386901 / EN-141027 and there is a Microsoft ticket 119112521002135 being worked.

 

A colleague managed to track this down to:

 

  • KB4486153 in Windows version 1709 (16299.1565) & 1809 (17763.864)

  • KB4533002 in Windows version 1903 (18362.535)

Once you remove them via “View update history” > “Uninstall updates” you can go to “Device Manager” and “Uninstall and Delete” the Trio from being a mass storage device (Which it is not anyway).

 

I suggest anyone with this issue work with Microsoft and reference 119112521002135.

 

Best Regards

 

Steffen Baier

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
Was this reply helpful? Yes No

‎04-07-2020 11:05 AM

HP Recommended

Hello all,

 

this was fixed in the latest 5.9.3 release for Trio here:

 

  • EN-138619 5.9.0AA Some Poly Trio systems can't share content via USB after a recent Windows update

Best Regards

 

Steffen Baier

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
Was this reply helpful? Yes No
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