Poly Trio disconnects from Zoom Rooms

Occasional Visitor

Poly Trio disconnects from Zoom Rooms

According to https://support.zoom.us/hc/en-us/articles/360043770412

"There is a known issue for Zoom Rooms Controller 5.0.0 running on Poly Trio that causes the controller to disconnect from the Zoom Rooms in some cases" and "Poly will release a firmware version containing the fix in late June".


Even with daily reboots, we are getting disconnects in our Zoom Rooms deployed using Trio 8800 (UC Software 5.9.3AB) and Zoom Rooms for Windows (5.0.4) as the disconnect can come back within the day itself.


Is there a new ETA for the firmware containing the fix?

Message 1 of 3
Polycom Employee & Community Manager

Re: Poly Trio disconnects from Zoom Rooms

Hello @yikching ,


Welcome to the Poly Community.

We are planning to release the next UC Software for Trio around next week. this is subject to change.


At present, you are assuming that the issue occurring in your setup is the same as Zoom is aware of but we have no logs or anything else to verify this. If you want confirmation please get a ticket raised.


In 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

If this is some sort of an Internet discounter providing your MAC address or your Poly devices serial will enable us to look up who would be able to support you. This may not be who you purchased the Poly device from.

If 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


If official support is required please check how to phone or open a case here

The title Poly Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.


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Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
Please also ensure you always check the VoIP , Video Endpoint , Microsoft Voice , PSTN or other FAQ's in the different sections
Message 2 of 3
Valued Contributor

Re: Poly Trio disconnects from Zoom Rooms

These are the instructions that my Zoom rep sent to me and it seems to be working until the new firmware is released.

Hope this helps!

  1. Sign in to Zoom web portal.
  2. In the navigation menu, click Room Management then Zoom Rooms.
  3. Click edit next to the Zoom Room's display name or location name.
  4. Click the Meeting tab and turn off the following meeting settings:
    • Upcoming meeting alert: Uncheck Show alert on the controller when not in a meeting.
    • Automatic start scheduled meetings
Message 3 of 3