Poly Trio C60 will not update - unusable

[AlfieMotive]

Just replaced a Trio 8800 that wouldn't update and went EOL with Zoom Rooms with a Trio C60, it gets an IP and I can add it to the Zoom Room just fine but its still running Software Version 5.9.5.3153 so I cannot start a Zoom meeting as it's outdated. Whichever version of newer software I put on a USB it doesn't bring up the settings wheel when trying to upgrade. I also cannot upgrade via the web GUI, once I click confirm on the T&Cs it just falls dead. Have followed multiple documents to a tee and cant find many videos/posts on this issue online. Poly support weren't much help and asked me to download a piece of software called Poly Lens which didn't even recognise the device plugged in with USB, I've factory reset the device 3 times to no avail. Anyone had similar? Will be returning it at this rate. Appreciate any help at all.

[SteffenBaierUK]

Hello @AlfieMotive ,

Welcome to the Poly Community.

It would be great to find out what profile the Trio is running at the moment? In addition at what point did you use the USB update and did you unzip the software on a Fat32 formatted maximum 32GB memory stick?

it should show the 00000000000.cfg and at least a sip.ld file for it to work.

We do have an FAQ that covers upgrading via USB here:

Dec 04, 2015 Question:How can I provision/upgrade the software or provide configuration via USB for the Poly Trio, CCX, Edge E and/or Visual+?

Resolution: Please check this post => 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

[AlfieMotive]

Hi Steffen 

Thanks for getting back to me.

The profile doesnt matter, I can use Zoom Rooms PC, base etc. and it has the same result. I tried the USB update directly after pulling the device out of the box and plugging it in, also after factory resetting and a few other times just while the phone was running. I must've tried about 30 times with the USB on various different firmwares. I followed the guide you sent and used a USB 2.0 32GB memory stick formatted to FAT32, trying with just the .cfg and sip.ld files on the stick and also with the whole unzipped folder. The C60 recognizes the USB and files, it just never starts the upgrade.

If you have any other suggestions I would be grateful.

Thanks

Alfie

[SteffenBaierUK]

Hello @AlfieMotive 

the phone will at least need the password set after the OutOfBox wizard and progressed to the EUAL.

Nothing will be read from the USB otherwise.

Have you got any logs you can share? I suggest you finish the OutOfBox wizard and select openSIP (if available) or Skype for Business and then enable the Web Interface so you have access to the logs after adding the USB and following the password prompt.

- Diagnostics > View & Download Logs > UCS Application > Export
- Diagnostics > View & Download Logs > System Log > Export
- Diagnostics > Download Support Information Package
- Utilities > Phone Backup & Restore > Phone Backup > Phone Backup

Best Regards

Steffen Baier

[AlfieMotive]

Restoring the phone to factory settings and then choosing Skype for Business was the option that allowed me to update the firmware via USB. Finally! Thanks for your help. I hope this thread helps others.