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

I have a Polycom RealPresence Trio 8800

Model 3111-65290-001 rev:A

BootBlock: 3.0.5.0006 (65290-001)

BootL1: Unknown

Updater 5.4.0.XXXX

 

Everytime I try to update it to a newer software, it goes into an infinite boot loop. I read that there was an issue with cisco switches causing a boot loop error when updating and the solution was to enable lldp. My issue is that I cannot find how to do that with Meraki. I've tried the usb provisioning update but because it is still getting poe from the cisco switch, it keeps going into a boot loop and cannot update. 

 

I've factory reset the thing a couple times and nothing has helped it yet. I tried all the combinations of cdp and lldp inside the 8800 settings itself, but same error. Do we have to purchase the $200 poe injector for this phone just so that it can update?

 

Thanks in advance for any advice!

1 ACCEPTED SOLUTION

Accepted Solutions
HP Recommended

Hello @ChristopherKuester,

Is this by any chance a Beta unit or anything ?

 

I cannot find any MAC address for this. I find plenty of others with the same range but not one ending with 0.

 

I am not sure who you purchased this from and if this was a reputable source.

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

View solution in original post

7 REPLIES 7
HP Recommended

Hello @ChristopherKuester,

welcome to the Polycom Community.

It would be helpful to find out if you are using a managed switch and / or if you have tried disabling CDP / LLDP on the Trio and / or switch?


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
HP Recommended

What I have done is disabled cdp and lldp on the trio and attempted to apply the update through usb and through the web portal. Each time I go through an infinite boot loop. 

 

As for the switch, there was nothing I could find about either disabling CDP or enabling LLDP. We use a the Cisco Meraki Cloud Managed Switch MS42 and MS42p.

 

Here is the pdf I was referencing above about needing to either enable lldp or disable cdp to fix infinite boot loop https://support.polycom.com/content/dam/polycom-support/products/Voice/polycom_uc/other-documents/en...

 

 

HP Recommended

Hello @ChristopherKuester,

we would need to see some logs but this is support territory.


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 please post either your phone's MAC address or your Polycom devices serial so I can 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
HP Recommended

Thank you for your help Steffen

 

The S/N for this phone is 0004F2FC3C80

And we did purchase this phone used online. If you could point us to the correct channels to help us update our phone, I would greatly appreciate it.

HP Recommended

Hello @ChristopherKuester,

The serial seems 1 digit to long


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
HP Recommended

Sorry about that. I'm not sure which is the Serial number, then.

 

Here are two screenshots of the phone's status menu. This includes where I got the serial number from and the MAC address

 

For copy paste's sake, here is the MAC Address:   00:04:f2:fc:3c:80

 

Thank you for your help

HP Recommended

Hello @ChristopherKuester,

Is this by any chance a Beta unit or anything ?

 

I cannot find any MAC address for this. I find plenty of others with the same range but not one ending with 0.

 

I am not sure who you purchased this from and if this was a reputable source.

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
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.