• ×
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
  • ×
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
Guidelines
The Poly Phones Knowledge Base is live! We look forward to helping you with common issues and troubleshooting advice!
Locked

‎06-18-2021 12:52 AM

HP Recommended

Hi,

 

I've got a Polycom Trio 8800 that has a black screen with only the 'home' and 'back' button available at the bottom of the screen. 

After a couple of minutes (about 5 minutes) the phone also reboots on it's own.

 

I am able to restore the factory defaults, but upgrading a firmware version via USB does not succeed. 

In fact, there doesn't seem to be any power on the USB device.

 

Is there a way to restore the firmware or get the phone back to life again?

The phone doesn't seem to be fully dead (yet)  

 

Best regards,

Rolof van den Hof

 

7 REPLIES 7

‎06-18-2021 04:36 AM

HP Recommended

Hi,

How did you "Factory Reset"?

You can get some method to "Factory Reset" here:

https://knowledgebase-iframe.polycom.com/kb/viewContent.do;jsessionid=A88CD6317AB72269A3FAF80002D5AC...

Was this reply helpful? Yes No

‎06-18-2021 04:44 AM

HP Recommended

Hi, 

 

There's (as far as I know) only one method. 

I performed the factory reset method you've mentioned in link. (touching the four corners of the screen after the Poly logo on boot) 

 

 

 

Was this reply helpful? Yes No

‎06-18-2021 05:58 AM

HP Recommended

Hello @Rolof van den Hof ,

 

Welcome to the Poly Community.

It would be of interest how the Trio got into this state? How is it powered? PoE or a PoE Injector? Have you tried to reset but not have an IP connection on it aka so any potential setting on a provisioning server could cause this? Are you sure the reset locally works aka are the led's toggling through different colors on the Mute LED's?


Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

------------------------------------------------
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
Was this reply helpful? Yes No

‎06-18-2021 06:23 AM

HP Recommended

Hi,

 

The device is powered by PoE.

Like the title of this topic said; it started after a factory reset. The Teams account coulnd't sign in and I was stuck there so I decided to factory Reset (with mode flashing Mute buttons) 

 

There is no way a provisioning server has caused this state of the device.

 

Is there any way how I can Reprogram the device to make it start working again?

 

Best regards,

Rolof van den Hof

 

 

 

 

Was this reply helpful? Yes No

‎06-18-2021 06:38 AM

HP Recommended

Hello @Rolof van den Hof ,

 

I have never seen it in this state and only an RMA can fix this device.

 

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

------------------------------------------------
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
Was this reply helpful? Yes No

‎06-18-2021 07:47 AM

HP Recommended

The problem is that this device is out of warranty and an RMA is not being accepted I'm afraid... 

We bought this via local reseller that will not provide support on it.

 

 

 

 

Was this reply helpful? Yes No

‎06-18-2021 08:59 AM

HP Recommended

Hello @Rolof van den Hof ,

 

What is the device serial aka the MAC


Best Regards

Steffen Baier

------------------------------------------------
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
Was this reply helpful? Yes No
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation.
Didn't find what you were looking for? Ask the community
† 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>.