Poly Trio C60 no longer connects to G7500 in controller mode

[Freelancetech]

I have several Poly G7500 devices that are paired with the Trio C60. One of my Trio C60 devices was factory reset and does not offer the "poly Controller" option in the setup wizard. it only displays Teams USB and Microsoft Teams as an option. The entire "controller section" is missing.
I have rolled back the OS to 8.1.3.130 to match all the other devices in my organization.
The device is listed in my Poly Lens inventory and I can connect via browser to the device.
The device was successfully paired with a G7500 so there should be no issue with the model compatibility .The controller option should be present.
Thanks.

[SteffenBaierUK · Accepted solution]

Hello @Freelancetech ,

Welcome to the HP community.

Unfortunately, your post does not contain the currently used Software version for the HP Poly product, you use.

This is important especially in the future when someone finds this post in days, months, or years to come. Please do not simply edit the original post but reply with the versions.

This is stated in the FAQ or the Read 1st section, explaining why this is important. This includes all software versions aka the G7500 as an example.

From our Video FAQ:

May 21, 2024 Question: Configure a Poly Trio for Pairing with a Studio X or G7500?

Resolution: Please check >here<

If no other volunteer replies and an issue like this cannot be resolved via a public community post, please work with our support organization in your region. Details on how to contact us are in my signature

Best regards

Steffen Baier

[Freelancetech]

Thanks for the response.

The software version is noted in my post... 8.1.3.130...
The link you provided did resolve the issue.
Unfortunately this cannot be done via the poly Lens or direct browser access to the Trio.

I must be done through the phone interface.
Thanks again.

[SteffenBaierUK]

Hello @Freelancetech 

you posted this in the Meeting Room Solutions section aka video products so please include the software version of the G7500 and the Provider used.

In our general VoIP FAQ we have this:

Jul 13, 2022 Question: Can I bypass the Out of Box / OOB wizard or set specific settings on a Poly Trio or CCX phone?

Resolution: Please check => here <= for details. For details on how to do this using our free Poly Lens service check this file

The above has example files you can use to create your own CFG file to import via the Web Interface.

Best regards

Steffen Baier