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Trio 8800 reverts back to Skype profile

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Occasional Advisor

Trio 8800 reverts back to Skype profile

We just switched all of our Poly Trio 8800 profiles from Skype for Business to Microsoft Teams. However, they keep switching back to Skype on its own. I tested one phone out by wiping it clean and restoring it to factory defaults, yet it changed over. Is there anything I can do to fix this? All phones are on version 5.9.5.2830 currently.

Message 1 of 7
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Occasional Advisor

Re: Trio 8800 reverts back to Skype profile

I got it. I imported a configuration file from a working phone, changed the system name, and it's working again.

View solution in original post

Message 7 of 7
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Polycom Employee & Community Manager

Re: Trio 8800 reverts back to Skype profile

Hello @darrinj95 ,

 

Welcome back to the Poly Community.

Most likely the phone is picking up a provisioning server from somewhere changing the profile from:

device.baseProfile.set="1"
device.baseProfile="MSTeams"

back to:

device.baseProfile.set="1"
device.baseProfile="LYNC"

 

I suggest you check the logs:

 

Settings > Logging > Global Settings > Global Log Level Limit > Log File Size (Kbytes) > Trio or CCX 10240

Settings > Logging > Module Log Level Limits > DHCP Client > Event 1

Settings > Logging > Module Log Level Limits > Configuration > Event 3

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

Best Regards

Steffen Baier

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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 7
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Occasional Advisor

Re: Trio 8800 reverts back to Skype profile

It's the provisioning server. We still haven't switched completely over to Teams just yet, it appears to still be pointing to Skype. Come Friday that should do it. I wasn't sure if maybe there was something I was doing wrong, but looks like I was okay. Thanks for your help!

Message 3 of 7
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Occasional Advisor

Re: Trio 8800 reverts back to Skype profile

While I thought the provisioning server was causing this, I was wrong. After switching over on Friday to Teams, 5 phones switched back over to Skype. I couldn't figure out where those settings were that you gave me when on the web interface of the phone.

Message 4 of 7
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Polycom Employee & Community Manager

Re: Trio 8800 reverts back to Skype profile

Hello @darrinj95 

 

Via Simple Setup > Base Profile but you would need to figure out why the setting is overwritten.

 

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 5 of 7
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Occasional Advisor

Re: Trio 8800 reverts back to Skype profile

I see it. I compared the configuration with another phone, the config file is completely different and it also shows the base profile set as Skype. I should just be able to export the config file from a working phone to one of the non-working phones, correct?

Message 6 of 7
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Occasional Advisor

Re: Trio 8800 reverts back to Skype profile

I got it. I imported a configuration file from a working phone, changed the system name, and it's working again.

View solution in original post

Message 7 of 7