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eth0 is disabled - LAN inactive but WLAN works - Trio 8800

Occasional Advisor

Re: eth0 is disabled - LAN inactive but WLAN works - Trio 8800

It was purchased from a reseller on ebay and Ingram couldn't open a warranty ticket.

 

I was not able to get the eth0 enabled after too many hours of troubleshooting. I guess we are stuck on wifi. Insane and disappointing Polycom cant provide direct customer support...

Message 11 of 16
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Polycom Employee & Community Manager

Re: eth0 is disabled - LAN inactive but WLAN works - Trio 8800

Hello @moakes ,

 

Welcome back to the Poly Community.

 

We do provide support as already outlined via PPI aka Pay Per Incident.

 

I already responded that INGRAM MICRO sold this unit back in 19/10/2017 but you told us >here< that the unit is only three months old.

 

Maybe the original seller via an internet platform knew something is faulty with the device and that is why he sold it?


Best Regards

Steffen Baier

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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 12 of 16
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Occasional Advisor

Re: eth0 is disabled - LAN inactive but WLAN works - Trio 8800


@SteffenBaierUK wrote:

Hello @moakes ,

 

Welcome back to the Poly Community.

 

We do provide support as already outlined via PPI aka Pay Per Incident.

 

I already responded that INGRAM MICRO sold this unit back in 19/10/2017 but you told us >here< that the unit is only three months old.

 

Maybe the original seller via an internet platform knew something is faulty with the device and that is why he sold it?


Best Regards

Steffen Baier


No.

 

If you read my initial post...:
Network was working fine until I provisioned firmware from Zoom.us for the Zoom Room Controller

 

This is something Polycom supposedly supports... I actually received a unit from the reseller, installed zoom.us firmware, and lost LAN connectivity on the initial unit the reseller sent me. They sent me a replacement unit, I installed the zoom.us firmware, LAN access was lost ON THE 2ND UNIT. Obviously an issue with the Zoom.us provisioned, and Polycom supported, firmware.

Message 13 of 16
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Polycom Employee & Community Manager

Re: eth0 is disabled - LAN inactive but WLAN works - Trio 8800

Hello @moakes ,

 

Yes we do support using to chose the Zoom Option in the Base Profile and this works as I recently tested this.

 

Something in your provisioning via the Zoom Platform is breaking this for whatever reason.

 

I already suggested to completely refuse the unit access to the Internet and then factory restore it so it cannot load anything via ZTP.

 

If this works then you know the unit is being provisioned somehow by Zoom with Ethernet disabled. The next step is then to work with Zoom.


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: 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 14 of 16
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Occasional Advisor

Re: eth0 is disabled - LAN inactive but WLAN works - Trio 8800


@SteffenBaierUK wrote:

Hello @moakes ,

 

Yes we do support using to chose the Zoom Option in the Base Profile and this works as I recently tested this.

 

Something in your provisioning via the Zoom Platform is breaking this for whatever reason.

 

I already suggested to completely refuse the unit access to the Internet and then factory restore it so it cannot load anything via ZTP.

 

If this works then you know the unit is being provisioned somehow by Zoom with Ethernet disabled. The next step is then to work with Zoom.


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

Best Regards

Steffen Baier


The device had been wiped while the network was unplugged. I dont think it could have been any more offline.

 

Support through Zoom was unsuccessful. Is this something that can be sent in directly to Polycom for repair?

Message 15 of 16
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Polycom Employee & Community Manager

Re: eth0 is disabled - LAN inactive but WLAN works - Trio 8800

Hello @moakes ,

 

everything needs to go via the reseller. They can open an RMA but this will not solve your issue if Zoom somehow provisions the next phone and disables the Ethernet port again.


Best Regards

Steffen Baier

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

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 16 of 16