-
×InformationNeed Windows 11 help?Check documents on compatibility, FAQs, upgrade information and available fixes.
Windows 11 Support Center. -
-
×InformationNeed Windows 11 help?Check documents on compatibility, FAQs, upgrade information and available fixes.
Windows 11 Support Center. -
- HP Community
- Poly Phones
- Desk and IP Conference Phones
- Polycom Trio 8500 - Audio Problems

Create an account on the HP Community to personalize your profile and ask a question

02-01-2019 02:04 AM
We are also having the same issue with 2 new Trio 8500 devices. One thing we also discovered is that there is around a 20% of packet loss while pinging the device. Tried other Polycom phones with the same cable and they all worked fine w/o any packets lost. Upgrading to lates 5.8.0 firmware did not help either. The only thing that comes to my mind is that these all are defective units. I have never come across this issue with any Polycom devices in my last 15 years.
02-01-2019 02:28 AM
Hello @Oktay ,
welcome to the Polycom Community.
We would need to look at this in support.
In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you.
End Customers are unable to open a ticket directly with Polycom support.
If this is some sort of an Internet discounter providing your MAC address or your Polycom devices serial will enable us to look up who would be able to support you. This may not be who you purchased the Polycom device from.
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: 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

02-18-2019 08:26 AM
After trying many options like factory reset, firmware downgrade/upgrade, configuration change it turned out that it was a defective microphone. The RMA was approved and now we are waiting for a local distributor to send us the RMA form for a replacement.
Regards,
Oktay

02-20-2019 09:54 AM
Hi @SteffenBaierUK,
I have exactly the same issue with our 8500 we bought late last year from broadbandbuyer.com. I have contacted the supplier asking to open a ticket with you but they asked me to provide a support ticket number from Polycom, RMA or copy of support transcript.
The details of ouf our unit are:
Phone Model RealPresence Trio 8500
Part Number 3111-66700-001 Rev:A
MAC Address 64:16:7F:1D:08:9C
Please contact me via registered email if more info is required.
Kind regards,
Mihai
02-20-2019 10:01 AM
Hello @Mihai_1 ,
welcome to the Polycom Community.
Our records show this unit was sold by Nycomm Ltd late in 06/11/2017
If your unit is really only that old ask broadbandbuyer.com to open a Ticket with us.
Best Regards
Steffen Baier
Polycom Global Services
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

05-17-2019 10:39 AM
I have the exact same problem as Nils.
We a a problem with the speaker voice quality during a call.
If the microphone is muted the voice quality of the integrated speakers is excellent.
But if I activate the microphone the voice from the speakers is interrupted/intermittet and hard to understand..sometimes louder sometimes quieter.
This is the second phone I purchased that has this problem. I bought this on Amazon and contacted the reseller per Steffen instructions. They want me to return the phone and send a new one. Each time I have to pay for my phone guy to prgram the phone. This will mean I paid for two extra visits AND I still won't know if the third phone will work.
Please help.
Mark
05-17-2019 11:00 AM
Hello @MarkAL ,
welcome to the Poly Community.
SCANSOURCE INC sold this unit 28/03/2019 back in so they should be able to open a ticket with Poly Support for you to RMA the unit so you can receive a new unit.
For your programming simply create a Backup via:
- Utilities > Phone Backup & Restore > Phone Backup > Phone Backup
Simply rename the PBU file into CFG and import back once you have the new unit via:
- Utilities > Import & Export Configuration > Import Configuration
All you need to set is probably the SIP Password.
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