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The Poly Phones Knowledge Base is live! We look forward to helping you with common issues and troubleshooting advice!
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‎09-01-2020 08:09 AM

HP Recommended

Hello @whyt4243 ,

 

The certificates need to be in a certain format. A simple search via the https://www.digicert.com/kb/digicert-root-certificates.htm page using the serials from above link identify:

 

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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
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‎09-14-2020 09:07 AM

HP Recommended

I upgraded to 5.9.5.2830 and followed the certificate instructions Poly sent over and it did not solve the issue. 

 

I still have 4 Polycoms that are unavailable due to this issue. 

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‎09-14-2020 09:18 AM

HP Recommended

Hello @whyt4243 ,

 

Welcome back to the Poly Community.


I personally would work with Zoom support but if this fails see if your reseller can get this into Poly support.

 

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. Available End User Poly services offerings are detailed here

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


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

‎09-16-2020 11:13 PM

HP Recommended

Hello @whyt4243,

 

I believe you could be seeing this certificate trust issue because the Trio in Zoom Room Controller mode does not have a default SNTP server set. During set up you have the option to select your time zone, however this is not enough for the system to get configured with time.

 

For environments where DHCP does not offer an SNTP/NTP server address and the Trio is set to Zoom Rooms, you must manually set the Trio's time configuration. You could use your internal NTP/SNTP server address or FQDN; or you could point the Trio to time.windows.com.

 

The parameter to achieve this is tcpIpApp.sntp.address="time.windows.com"

 

You can also configure this via the Trio's web interface at Preferences > Date & Time and set "SNTP Server" to time.windows.com or any other available public or private time server.

 

Best Regards,

Doug Santos

----------------
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
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‎09-23-2020 12:35 PM

HP Recommended

Thank you Doug. That was the issue it needed a time server. In order to work as soon as I entered that it sprang into life. 

 

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