Trio C60 black screen on touch panel, multiple devices

[Brandon2E]

Hi Community, 

I have 3 Poly Trio C60s in my deployment.  We have been using them with the Teams profile as stand alone audio only conference phones.  Each phone is experiencing the following symptoms:

1. Support call was reported that the touch screen is not showing anything (black screen).  

2. A reboot of the device gives no poly logo on boot, but sometimes we do hear the start up sound.

3. If i leave the device unplugged for 5 minutes (or so), I will sometime get the poly logo on startup, usually only briefly, and then black screen.

4. Occasionally I'll get a home screen up, but as soon as I try to access the settings panel it will go to black screen.

I've tried factory resetting the devices via the 4 corner touch method.  This has changed the profile back to default, but very similar results as above.  

Would changes to a provisioning server cause the above results?  We were at one time using Option 161 for a different service on our network which I later found out the C60s were using (unintentionally) and uploading .cfg files to.  We later changed DHCP and removed option 161 from our C60 vlan DHCP scope.

Any suggestions on what I should do to clear these guys of this issue?  

Any specific logs or events I could "look out for"?

We are running 8.1.5.1737 on all these devices.  

Thanks, 

B

[SteffenBaierUK · Accepted solution]

Hello @Brandon2E ,

welcome to the HP Poly community.

A quick community search finds >this<

I suggest you contact our Support organization in your region and request an RMA. Details are in my Signature.

Best Regards

Steffen Baier

[Brandon2E]

RMA submitted.  Thanks for the suggestion.  I should asked much sooner in the troubleshooting process.

Cheers,

B

[furdog111]

I am having a similar issue on a few of my c60s. I have gone through the RMA process and the new Trio had a black screen after a couple weeks of use.

[SteffenBaierUK]

Hello @furdog111 ,

welcome to the HP Poly community.

I suggest you contact our Support organization in your region to get this looked at again. Details are in my Signature.

Best Regards

Steffen Baier