Polycom Trio 8500 - Audio Problems

[jeff.wynne]

Hi - I'm having exactly this problem with a RealPresence Trio 8500.

"We a a problem with the speaker voice quality during a call.

If the microphone is muted the voice quality of the integrated speakers is excellent.

But if I activate the microphone the voice from the speakers is interrupted/intermittet and hard to understand..sometimes louder sometimes quieter."

That describes it exactly.

It's also reproducable with the inbuilt Audio Diagnostics tool.

MAC: 64:16:7F:1D:A6:10

S/N: 64167F1DA610

Can you advise me on the what the resolution could be?

[MarkAL]

They were non-helpful. The claimed that the unit must have been a refurbished unit. I bought from the internet and both units as far as I noticed were new. Both were terrible. I am not doing anything at this point. Wish you luck.

[Incus5]

Hello Team,

I am running into the same issue. Has anyone had any luck getting this resolved? I will be opening a support ticket as well.

Phone Model     Trio 8500

Part Number      3111-66700-001 Rev:B

MAC Address     64:16:7F:60:FB:DC

UC Software Version      5.9.0.10869

[SteffenBaierUK]

Hello @Incus5 ,

Welcome to the Poly Community.

Simply contact our support team in your region and they should RMA the unit.

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

[polyben]

Hello everyone,

I would give the following technical advisory a review, as it sounds like some (not all) replies to this thread are consistent with the behavior of this known issue:

https://support.polycom.com/content/dam/polycom-support/products/voice/polycom-uc/other-documents/en...

If the issue that you are experiencing is consistent with the known issue mentioned in the technical advisory, the only recourse may be to RMA the unit from remediated stock.

Please be sure to mention the above technical advisory when you call your line of support (which will typically be your Poly authorized reseller.)

[Will-I-AM]

Having same problems with microphones, where they will not work with zoom meeting.  I have a replacement unit, and same issue.  Please help!!!!!!

[SteffenBaierUK]

Hello @Will-I-AM 

I can only provide the same answer as my Poly colleague did before.

Open a Service ticket after you verified the issue described in the linked document is the same and an RMA will take place.

Best Regards

Steffen Baier

[mikeLubb]

Can anyone on this thread tell me what the actual root cause is and what the solution is other than sending the phones back? 

We just purchased 2 of the 8500's and have the same issues.  Finding that when volume on the speak is up above a soft level that the audio is clipping and chopping like the sound from the speaker is feeding back into the microphone.  When speak is turned up to an acceptable level the device is unusable.  I kind want to know if anyone was able to resolve via settings in the interface or did you just ship them back and get new ones or different models?

Thanks

[SteffenBaierUK]

---

@polyben wrote:

Hello everyone,

I would give the following technical advisory a review, as it sounds like some (not all) replies to this thread are consistent with the behavior of this known issue:

https://support.polycom.com/content/dam/polycom-support/products/voice/polycom-uc/other-documents/en...

If the issue that you are experiencing is consistent with the known issue mentioned in the technical advisory, the only recourse may be to RMA the unit from remediated stock.

Please be sure to mention the above technical advisory when you call your line of support (which will typically be your Poly authorized reseller.)

---

Hello @mikeLubb 

again I can only quote my colleague's post above.