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Trio 8800 ver 5.4.4 removed from list

Highlighted
Polycom Employee & Community Manager

Re: Trio 8800 ver 5.4.4 removed from list

Hello Dave,

this is not 100% correct as you can download the 5.4.4.7609 from => here <=

 

Certain circumstances may require you to downgrade but these are individually discussed when opening a separate support ticket.

 

I have removed the commercial reference from your reply as we do not allow this.

 

Please post your Polycom reference usually starting with 1- so I can look up your individual case.

 

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

Best Regards

Steffen Baier

Polycom Global Services

----------------

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 11 of 20
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Occasional Advisor

Re: Trio 8800 ver 5.4.4 removed from list

Hi!

 

I have not yet turned in my device (dont htink it is hardware related) and I have tried to upgrade from 5.4.4AA to 5.4.4AB and also to 5.4.4.AD.

Both of the 5.4.4AD and 5.4.4.AD made the Trio device to reboot itself sevral times per day.

If I revert to 5.4.4AA it stops rebooting.

 

the below is from the log when the device stops working correct and eventualy it reboots itself.

 

 

02-08 10:18:36.660 E/PLCM    (  336): 0208111836|dbuf |4|00|getBuf failed size 64, client ID 1281
02-08 10:18:36.660 F/PLCM    (  336): 0208111836|rtos |5|00|rtosDataPktAlloc: insufficient memory
02-08 10:18:36.660 E/PLCM    (  336): 0208111836|so   |4|00|soCameraLayout::handlePacket: failed to allocate buffer
02-08 10:18:36.660 E/PLCM    (  336): 0208111836|so   |4|00|soCameraLayout::handlePacket: failed to allocate buffer
 
02-08 10:18:37.510 E/PLCM    (  336): 0208111836|so   |4|00|soCameraLayout::handlePacket: failed to allocate buffer
02-08 10:18:38.790 E/NetdConnector(  545): NDC Command {353 bandwidth setglobalalert 2097152} took too long (747ms)
02-08 10:18:40.450 E/PLCM    (  336): 0208111840|so   |4|00|soCameraLayout::handlePacket: failed to allocate buffer
 
02-08 10:18:40.470 E/PLCM    (  336): 0208111840|so   |4|00|soCameraLayout::handlePacket: failed to allocate buffer
02-08 10:18:40.470 E/PLCM    (  336): 0208111840|mrcam|4|00|soGstCameraSrc: pullBuffer alloc failed
02-08 10:18:40.470 E/PLCM    (  336): 0208111840|mrcam|4|00|soGstCameraSrc: pullBuffer alloc failed
02-08 10:18:40.470 E/PLCM    (  336): 0208111840|mrcam|4|00|soGstCameraSrc: pullBuffer alloc failed
02-08 10:18:40.470 E/PLCM    (  336): 0208111840|so   |4|00|soCameraLayout::handlePacket: failed to allocate buffer
 
02-08 10:18:40.480 E/PLCM    (  336): 0208111840|so   |4|00|soCameraLayout::handlePacket: failed to allocate buffer
02-08 10:18:40.480 E/PLCM    (  336): 0208111840|mrcam|4|00|soGstCameraSrc: pullBuffer alloc failed
02-08 10:18:40.480 E/PLCM    (  336): 0208111840|so   |4|00|soCameraLayout::handlePacket: failed to allocate buffer
02-08 10:18:40.480 E/PLCM    (  336): 0208111840|so   |4|00|soCameraLayout::handlePacket: failed to allocate buffer
02-08 10:18:40.480 E/PLCM    (  336): 0208111840|so   |4|00|soStream: ERROR - Could not allocate RTCP packet
02-08 10:18:40.480 E/PLCM    (  336): 0208111840|mrcam|4|00|soGstCameraSrc: pullBuffer alloc failed
02-08 10:18:40.480 E/PLCM    (  336): 0208111840|mrcam|4|00|soGstCameraSrc: pullBuffer alloc failed
02-08 10:18:40.480 E/PLCM    (  336): 0208111840|so   |4|00|soCameraLayout::handlePacket: failed to allocate buffer
 
02-08 10:20:06.620 E/PLCM    (  336): 0208112006|mrcam|4|46162|soGstCameraSrc: pullBuffer alloc failed
02-08 10:20:07.160 I/ActivityManager(  545): Low on memory:
02-08 10:20:07.160 I/ActivityManager(  545):   ntv   N   207864 kB: polyapp (336) native
02-08 10:20:07.160 I/ActivityManager(  545):   ntv   N     7903 kB: logcat (133) native

 

I think there are some issue with the firmware.

Any tips on what to do?

 

//Mattias

Message 12 of 20
Highlighted
Polycom Employee & Community Manager

Re: Trio 8800 ver 5.4.4 removed from list

Hello Mattias,

As I already told you => here <= we need to get this into support.

 

This is not something we can do via the community as we need to share backups etc. so please go ahead and post your MAC address so I can identify your reseller.

 

The sooner you do this the quicker we can address 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

Polycom Global Services

----------------

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 13 of 20
Highlighted
Occasional Advisor

Re: Trio 8800 ver 5.4.4 removed from list

Not sure if my last post got published.

Here is my MAC address

//Mattias

 

00:04:F2:FC:EC:48

Message 14 of 20
Highlighted
Polycom Employee & Community Manager

Re: Trio 8800 ver 5.4.4 removed from list

Hello mawu,

WESTCON GROUP EUROPEAN OPERATIONS LTD sold this unit back in 25/12/2015 so at present it is out of warranty from our manufacturers warranty perspective.

 

I suggest you work with them to get this into Polycom support.

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

Best Regards

Steffen Baier

Polycom Global Services

----------------

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 15 of 20
Highlighted
Occasional Advisor

Re: Trio 8800 ver 5.4.4 removed from list

Thats strange, we bouht it from TDC last summer.

I will contact TDC and ask them about the device...

 

//Mattias

Message 16 of 20
Highlighted
Polycom Employee & Community Manager

Re: Trio 8800 ver 5.4.4 removed from list

Hello Mattias,

That is completely possible but I am unsure if TDC can open tickets with Polycom.

Best Regards

Steffen Baier

Polycom Global Services

----------------

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 17 of 20
Highlighted
Occasional Advisor

Re: Trio 8800 ver 5.4.4 removed from list

Hi!

 

I have returnd the device to TDC for troubleshooting.

We received two new Trio 8800 with visual+ units two days ago and installed them with firmware 5.4.4.7776 (5.4.4 Rev AD).

They act the same like the first one that we have returned, they restart after a day or so depending on the usage.

What I can see in the logs is that the memory is decreased every hour with aprox 1% untill it is around 11% left and then it will reboot the system (se log below).

Should we send them back to TDC also?!

 

Also I have noticed that there are sevral pages for the firmware download page with diffrent firmwares on each site, any specific reason for this?

5.4.4 Rev AA

http://support.polycom.com/PolycomService/support/us/support/voice/realpresence_trio/realpresence_tr...

5.4.4 Rev AB

http://support.polycom.com/content/support/North_America/USA/en/support/video/realpresence-trio/real...

5.4.4 Rev AD

http://support.polycom.com/content/support/North_America/USA/en/support/voice/realpresence_trio/real...

 

Trio

 

 

 

0216100908|so   |5|00|Low system memory: 18.7% (97660928/519888896) MessagesMissed:900
0216110908|so   |5|00|Low system memory: 17.8% (92614656/519888896) MessagesMissed:899
0216120912|so   |5|00|Low system memory: 16.9% (88227840/519888896) MessagesMissed:900
0216130916|so   |5|00|Low system memory: 16.3% (84922368/519888896) MessagesMissed:900
0216140916|so   |5|00|Low system memory: 15.8% (82276352/519888896) MessagesMissed:899
0216150916|so   |5|00|Low system memory: 16.7% (86933504/519888896) MessagesMissed:899
0216160916|so   |5|00|Low system memory: 16.7% (86851584/519888896) MessagesMissed:900
0216170920|so   |5|00|Low system memory: 15.8% (82395136/519888896) MessagesMissed:900
0216180924|so   |5|00|Low system memory: 14.3% (74604544/519888896) MessagesMissed:900
0216190928|so   |5|00|Low system memory: 13.5% (70459392/519888896) MessagesMissed:900
0216200932|so   |5|00|Low system memory: 12.7% (66523136/519888896) MessagesMissed:900
0216210936|so   |5|00|Low system memory: 12.1% (63311872/519888896) MessagesMissed:900
 
0216215623|pgui |4|00|UM service is 0 and play on phone service is 0
0216215623|pgui |4|00|'vvm' service is not available
000018.181|log |*|00|---------- Initial log entry ----------
000018.159|rdisk|*|00|Initial log entry. Current logging level 4

 

 

Visual+

 

0216215646|ptp |*|00|sspsPtpModReset: stopping PTP process
000016.507|log |*|00|---------- Initial log entry ----------
000016.486|rdisk|*|00|Initial log entry. Current logging level 4

 

Message 18 of 20
Highlighted
Polycom Employee & Community Manager

Re: Trio 8800 ver 5.4.4 removed from list

Hello Mattias,

Again I am unsure who TDC are and if they can open a support ticket.

 

I already outlined who you should be working with and they can open a ticket with Polycom support for you.

 

This is a software issue and if we can get your currently used configuration we can replicate and if needed fix this.

 

Please work with WESTCON GROUP EUROPEAN OPERATIONS LTD or force TDC to contact WESTCON GROUP EUROPEAN OPERATIONS LTD as a RMA and using the same configuration is causing this.

Best Regards

Steffen Baier

Polycom Global Services

----------------

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 19 of 20
Highlighted
Polycom Employee & Community Manager

Re: Trio 8800 ver 5.4.4 removed from list

Hello Mattias,

Any luck getting this into our support organization?


Best Regards

Steffen Baier

Polycom Global Services

----------------

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 20 of 20