Trio 8800 Stuck on Black screen after factory Reset

[Rolof van den Hof]

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

[Long Hoang]

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...

[Rolof van den Hof]

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) 

[SteffenBaierUK]

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

[Rolof van den Hof]

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

[SteffenBaierUK]

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

[Rolof van den Hof]

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.

[SteffenBaierUK]

Hello @Rolof van den Hof ,

What is the device serial aka the MAC

Best Regards

Steffen Baier