Polycom TRIO 8800 - microphone mute fail after update

Occasional Contributor

Polycom TRIO 8800 - microphone mute fail after update

After latest update (Polycom Trio 8800 Software 5.9.3 Rev AB) i am stuck with annoying problem. I can't unmute/mute microphone - it blinks whole time. Mute function works only from main screen.

Also after firmware upgrade there is no Zoom Room profile to select during configuration on the device - i can enable it only via www when login into device and select profile.


(btw. i also have the same issue with the old firmware too)


I have to upgrade to the latest Zoom App (5.0) in polycom trio, cause security policies. Downgrade is impossible.

Polycom Employee & Community Manager

Re: Polycom TRIO 8800 - microphone mute fail after update

Hello @User13 ,


Welcome to the Poly Community.

Please get this into support.


After a Factory reset you should be presented with:




or you can select this via the Administration Settings > Network Configuration:


5_9_3_RevAB_Network_Configration_Base Profile.png


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
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Occasional Contributor

Re: Polycom TRIO 8800 - microphone mute fail after update

Sollution not work. Any other new firmware not fix the problem.

Message 3 of 3