Dead Poly C60 - Blank Screen

[Group500Woes]

Hello,  

We have had 20+ Poly C60's where you suddenly noticed the screen is blank.  You can tell it's still powered because the screen is fairly warm.

After this, even despite a full power cycle or attempts at the 4 finger factory reset they never recover.  This means that several of these units in excellent cosmetic condition are now stuck in our stores.

I was lucky to have some of these replaced via HP/Poly support but they are dated from 2021 so well out of warranty. 

I think this was caused by a rogue firmware release since we only update these officially from the MS Teams Admin Centre.

Is there a way to recover them perhaps by uploading a repair firmware via USB?  HP no longer want to know and bear in mind that with the screen being inoperable you cannot configure anything on the screen, such as password or data entries. It would need to be an automated firmware process which boots from USB.

Does anyone have any solutions to these please?

Many thanks!

Chris

[Dave-CW]

I have several C60's that crapped out the same way.  Now I've got a few more that are in "Android Recovery" mode with no way to select "Factory Data Reset" - you can highlight it but not execute it.  The C60's were great phones in their day but they seem to be dying frequently now (also have a bunch that have the "muffled far-end audio problem" that was documented (and deleted) on HP's website).  Since M$ has abandoned Teams support on these phones, they are becoming very expensive paperweights (we've got hundreds).  Out of warranty so they're going to the ecycle box.  We are looking for alternatives to expensive conference room phones now and the only Poly's that are still have Teams support are the CCX's.  Not looking for conf phones with handsets so Poly is going to lose a major customer.

[M_Salman]

Hi @Group500Woes , @Dave-CW Welcome to Poly HP Support Community.  
 
Due to limited support, I would request you contact our HP Support and our Support Engineers should be able to sort this out. HP Support can be reached by clicking on the following link.

https://support.hp.com/us-en/poly

I hope this helps! Keep me posted for further assistance. If you find the information provided useful or solves your problems, help other users find the solution more easily by giving Kudos/Thumbs Up and marking my post as an Accepted Solution.

Regards,

Salman

[Group500Woes]

Hello M Salman,

Thank you for your reply but sadly I've been stuck trying to find a solution from HP this time around.

Earlier in the year I was able to swap out about 9 of these units.  I have the feeling HP/Poly knew about a firmware that bricked a load of these, hence getting these replaced whilst well out of warranty.

After contact HP this time I was pointed to a server support portal which of course was no use. On trying the HP support portal I am told these units are out of warranty and no support is available.

This is a real shame since all our units don't have a lot of wear on them at all and still look brand new.  They just need some sort of low level firmware reset performed.

I believe the units still work to a point because they follow a boot sequence with the list and occasionally we can get the screen working for a bit. 

All too long though the screen returns back to black.

At £550+ each we've not had a very good experience with these units.

Thankfully we do still have the Poly CCX400's in play, especially now we had them finally upgraded to Android 12.

[Group500Woes]

Thanks Dave-CW,

I wasn't aware that these were dropped from the Microsoft Teams Support list.  I know the older Trio 8800's got dropped but had hoped these would remain supported until a newer device came out.

There isn't much out there from HP/Poly at present to move to as far as conference phones unless we move to some of their VC sound bars etc. These do not suit our use case though.

[SteffenBaierUK]

Hello @Group500Woes ,

Welcome to the HP Poly community.

I send an internal email and please await as someone may contact you.

For both @Dave-CW & @Group500Woes 

The Poly Trio C60 is Microsoft Teams certified with Android 12 the same as CCX phones as shown >here<

Device model	Firmware version	Current certification end date	Android OS version
Poly CCX350	9.0.0.10315	August 15, 2027	12
Poly CCX400	9.0.0.10315	August 15, 2027	12
Poly CCX500	9.0.0.10315	August 15, 2027	12
Poly CCX505	9.0.0.10315	August 15, 2027	12
Poly CCX600	9.0.0.10315	August 15, 2027	12
Poly Trio C60, Trio C60 NR, Trio C60 ND	9.0.0.10315	August 15, 2027	12

Best Regards

Steffen Baier

[Dave-CW]

Thank you, Steffen.  I was not aware that Microsoft had extended support for the C60.  The last time I looked at Microsoft's certification list, the C60 wasn't there so that is good news!  But, we all still need to solve our bricked/dead phone problems.