Polycom Trio USB Passthrough not working

[Anonymous]

Hi

I am trying to get USB passthrough working on a Polycom Trio but im encountering an issue where the Poly Trio Pass-through app gets stuck connecting to Trio.

The Trio is running the latest firmware - Poly_UC_Software_5_9_3_7982_AA_Trio8800

The software installed on the Windows 10 laptop is 1.0.0.0067 

I have followed the guide here: https://knowledgebase-iframe.polycom.com/kb/viewdocument.do?noCount=true&externalId=41117&sliceId=1&... and imported the cfg files but this hasnt resolved the issue. I have checked the firewall and i can see that the entries have been added, i have also fully disabled the firewall as a test but the issue persists.

The logs on the Trios dont give much info - just a lot of the below:

0515170833|mr   |0|00|mrMain: message 7006 1e9
0515170836|mr   |0|00|mrMain: message 7006 1ea
0515170839|mr   |0|00|mrMain: message 7006 1eb
0515170842|mr   |0|00|mrMain: message 7006 1ec
0515170845|mr   |0|00|mrMain: message 7006 1ed
0515170848|mr   |0|00|mrMain: message 7006 1ee
0515170851|mr   |0|00|mrMain: message 7006 1ef
0515170854|mr   |0|00|mrMain: message 7006 1f0
0515170857|mr   |0|00|mrMain: message 7006 1f1

Attached are the logs from the Poly Trio Pass-through software.

Has anyone had any luck in getting this working?

Thanks,
Robert

[SteffenBaierUK]

Hello @Trueman1991 ,

Welcome back to the Poly Community.

The feature has been tested and is working for many of our customers so something in your setup must prevent this.

the quickest way to find an answer would be by opening a ticket with our support team.

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

[Anonymous]

Thanks for the reply. Unfortunately the devices are outside of warranty by 10 days.

We will look into raising a PPI case.

Kind Regards,

Robert