Trio 8800 cannot set static IP on WiFi connection

[a27z442_12]

Trio 8800 using 7.2.7.0191 software.  I am trying to set a static IP for the Wireless (in the Advanced Settings of the WiFi connection) and the device keeps pulling a DHCP lease.  I've likewise configured the static IP on the ethernet port and when WiFi is disabled there is no problem with the Static IP working.  The DHCP network (192.168.1.0/24) is not the same network I want this phone on (10.10.1.0/24), thus the static IP.  This seems to be an obvious bug with the OS.  Other devices with static IP on the 10.10.1.0/24 can connect to the wireless and work just fine.

I should also open a thread about how stupid the HP helpdesk is for Poly products.  Enter a serial number - I am literally copy and pasting the **bleep** serial from my lens.poly.com page and the HP helpdesk website says "please enter a valid serial".  The serial on the lens website matches the serial printed on the bottom of the phones.  I'm thinking I'm not going to be recommending any of my Hosted PBX subscribers to use Poly's now-unfriendly and difficult-to-support devices.

[SteffenBaierUK]

Hello @a27z442_12 ,

welcome to the HP Poly community.

Could I kindly ask you to keep the tone professional as this is the official HP Poly community and not some hobbyist board?

Is this a day 1 issue or has this only occurred since the upgrade to 7.2.7?

Have you tried downgrading to an older version?

Most likely, if this is a Bug you would need to work with support so I suggest you contact our Support organization in your region. Details are in my Signature.

Best Regards

Steffen Baier

[a27z442_12]

Sorry all I said was Delta Alpha Mike November, I didn't use any profanity.

There is no firmware available for the Trio 8800 on HP's pages.  All references point to Lens, and Lens only offers the latest firmware no options for rollback.

This isn't my first rodeo with VoIP phones, nor even with Polycom.  It's next to impossible to open a ticket for a serial that HPs site doesn't recognize.

[a27z442_12]

My lens page

Useless support page:

And I'm not supposed to be frustrated?

[SteffenBaierUK]

Hello @a27z442_12 

on Lens, I see 7.2.6 and 5.9.6 to download and you have not answered my question.

The Trio 8800 was not released with 7.2.7 so was there a reason it was upgraded?

Pretty sure there should be a support number in the US or a chat function for you to raise a ticket if the unit is still under waranty.

Best regards

Steffe Baier

[a27z442_12]

Thanks I do appreciate the replies and the attempt for help.

When going to the Trio 8800 product page there is no UC Software that is downloadable.  Everything under Software and Drivers points to Lens.  So that's where we started.  Looking through my Lens account I still don't see anywhere that I can adjust the version of the UC Software.

[SteffenBaierUK]

Hello @a27z442_12 

software to download is hosted https://lens.poly.com/manage/software-versions

The publicly available VoIP FAQ explains how to set up a local FTP server to install downloaded software in case you are unfamiliar with how to use Poly Lens to do this.

In regards to opening a ticket try capital letters or use a colon between the Mac aka aa:bb:cc:dd:ee:ff

Also as suggested check for a support number in the USA and/or a chat option.

We still do not have any details if this unit is still in warranty or not and what software it came from initially.

Best Regards

Steffen Baier

[a27z442_12]

Many thanks again for the assist.  The Lens page is not very intuitive, I've never seen the software page before your link.  I am also familiar with a localized provisioning server - and actually prefer that.  I will try rolling back the software to see if the bug with the Android WiFi Static IP persists; will follow up on this thread when I do (hopefully on Monday).

As to the website, the SN printed on the phone doesn't have the colons or caps; but FWIW I did try all the above to no avail.

[SteffenBaierUK]

Hello @a27z442_12 

I had an agent check the serial and it seems the unit was sold back in 2019 and the warranty ran out in 2022.

You will not be able to raise a support ticket for this unit.

Best Regrads

Steffen Baier

[LXBerlin]

I have the same problem.  LAN, WLAN, bluetooth does work.