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- Unable to sign into Skype for Business
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02-11-2020 03:29 AM
Hi Polycom Community,
i have a Polycom 8800 Trio that has previously worked on an old firmware version (not sure what version it was). I received a call from office staff where it was located telling me that it no longer worked. i went to investigate and realised that somebody had performed a factory reset. i decided that it would be a good time to update the firmware as it was old. since the update i have not been able to get this to connect to skype business account.
Phone Model | Trio 8800 |
Part Number | 3111-65290-001 Rev:A |
UC Software Version | 5.9.2.7553 |
MAC Address | 64:16:7F:1E:24:A5 |
I am hoping you genius people can assist me with troubleshooting. I have tried on an open internet connection with no firewall and have now brought the device home to troubleshoot on my own internet connection. i have attached log & config backup for your perusal. Sorry i am a first time poster and hope i have provided all of the neccessary info, please let me know if i missed something.
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Accepted Solutions
02-11-2020 05:09 AM
Hello @DaveWilliamson ,
Welcome to the Poly Community.
I had a brief look at your configuration and I am unsure who changed the settings but it is a bit of a mess.
Please do the following:
- Factory reset the unit as shown => here <=
DO NOT TOUCH OR MAKE ANY CHANGES OTHER THAN: - Enable the Web Interface as shown => here <=
- Enable the Skype for Business Base Profile as shown >here<
- Sign in to Skype for Business as shown => here <=
- Pair the Trio with the Visual+ via Settings => Advanced > <the password> > Networked Devices > Available Devices and then pair
If this still fails please work with WESTCON GROUP EUROPEAN OPERATIONS LIMITED who sold this Trio back in 21/03/2017.
n order to raise a support ticket, you need to work with your Poly reseller as they may need to do this for you.
End Customers are usually unable to open a ticket directly with Poly support. Available End User Poly services offerings are detailed here
As the unit is no longer within the warranty please be prepared to Pay Per Incident / PPI. This is all outlined in detail here
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
02-11-2020 05:09 AM
Hello @DaveWilliamson ,
Welcome to the Poly Community.
I had a brief look at your configuration and I am unsure who changed the settings but it is a bit of a mess.
Please do the following:
- Factory reset the unit as shown => here <=
DO NOT TOUCH OR MAKE ANY CHANGES OTHER THAN: - Enable the Web Interface as shown => here <=
- Enable the Skype for Business Base Profile as shown >here<
- Sign in to Skype for Business as shown => here <=
- Pair the Trio with the Visual+ via Settings => Advanced > <the password> > Networked Devices > Available Devices and then pair
If this still fails please work with WESTCON GROUP EUROPEAN OPERATIONS LIMITED who sold this Trio back in 21/03/2017.
n order to raise a support ticket, you need to work with your Poly reseller as they may need to do this for you.
End Customers are usually unable to open a ticket directly with Poly support. Available End User Poly services offerings are detailed here
As the unit is no longer within the warranty please be prepared to Pay Per Incident / PPI. This is all outlined in detail here
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
02-11-2020 06:21 AM
Hello @DaveWilliamson
yes but that was not the original question. Please keep in mind when using Teams the Visual+ can no longer be paired and the phone becomes an Audio Device only.
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
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