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The Poly Phones Knowledge Base is live! We look forward to helping you with common issues and troubleshooting advice!

‎08-30-2024 01:17 PM

HP Recommended
Operating System: Microsoft Windows 11

Hello,

We recently purchased a Polycom Trio 8800 to use as a microphone with our Lenovo ThinkSmart Hub Teams device. We are having an issue where the Polycom connection over the USB cable will drop about 15 minutes into the meeting. After rebooting the phone the connection is restored.

We've updated the phone to the most recent firmware and the ThinkSmart Hub is running the most current version of Windows and the Teams app. We have also updated the BIOS on the ThinkSmart Hub as well.

I haven't found anything relevant in the Windows logs either. Are there any logs available that I can pull from the Polycom Trio? If so, how do I get to those.

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2 REPLIES 2

‎08-30-2024 02:20 PM

HP Recommended

Hi, @wcox_Noynim Welcome to Poly HP Support Community.  
 

I understand you're experiencing issues with the Trio 8800. Please use the following link to download the log file or backup file.
 

Poly Documentation Library

 

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

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‎08-31-2024 05:01 AM

HP Recommended

Hello @wcox_Noynim ,

 

Welcome to the HP community.

 

Unfortunately, your post does not contain at least the software version you currently use for the HP Poly product you use.

 

This is important especially in the future when someone finds this post in days, months, or years to come. Please do not simply edit the original post but reply with the versions.

 

This is stated in the FAQ or the Read 1st section, explaining why this is important.

 

The FAQ also holds much information about Poly Phones and how to get logs etc.

 

Is this Trio connected via a normal USB 2.0 standard cable?

 

If an issue like this cannot be resolved via a public community post, and no other volunteers reply, please work with our support organization in your region. Details on how to contact us are in my signature

 

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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