Polycom trio 8800 boot loop problem with cisco meraki switch when updating

[Anonymous]

I have a Polycom RealPresence Trio 8800

Model 3111-65290-001 rev:A

BootBlock: 3.0.5.0006 (65290-001)

BootL1: Unknown

Updater 5.4.0.XXXX

Everytime I try to update it to a newer software, it goes into an infinite boot loop. I read that there was an issue with cisco switches causing a boot loop error when updating and the solution was to enable lldp. My issue is that I cannot find how to do that with Meraki. I've tried the usb provisioning update but because it is still getting poe from the cisco switch, it keeps going into a boot loop and cannot update. 

I've factory reset the thing a couple times and nothing has helped it yet. I tried all the combinations of cdp and lldp inside the 8800 settings itself, but same error. Do we have to purchase the $200 poe injector for this phone just so that it can update?

Thanks in advance for any advice!

[SteffenBaierUK]

Hello @ChristopherKuester,

welcome to the Polycom Community.

It would be helpful to find out if you are using a managed switch and / or if you have tried disabling CDP / LLDP on the Trio and / or switch?

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

Best Regards

Steffen Baier

Polycom Global Services

[Anonymous]

What I have done is disabled cdp and lldp on the trio and attempted to apply the update through usb and through the web portal. Each time I go through an infinite boot loop. 

As for the switch, there was nothing I could find about either disabling CDP or enabling LLDP. We use a the Cisco Meraki Cloud Managed Switch MS42 and MS42p.

Here is the pdf I was referencing above about needing to either enable lldp or disable cdp to fix infinite boot loop https://support.polycom.com/content/dam/polycom-support/products/Voice/polycom_uc/other-documents/en...

[SteffenBaierUK]

Hello @ChristopherKuester,

we would need to see some logs but this is support territory.

In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you.

End Customers are unable to open a ticket directly with Polycom support.

If this is some sort of an Internet discounter please post either your phone's MAC address or your Polycom devices serial so I can look up who would be able to support you. This may not be who you purchased the Polycom device from.

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

Best Regards

Steffen Baier

Polycom Global Services

[Anonymous]

Thank you for your help Steffen

The S/N for this phone is 0004F2FC3C80

And we did purchase this phone used online. If you could point us to the correct channels to help us update our phone, I would greatly appreciate it.

[SteffenBaierUK]

Hello @ChristopherKuester,

The serial seems 1 digit to long

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

Best Regards

Steffen Baier

Polycom Global Services

[Anonymous]

Sorry about that. I'm not sure which is the Serial number, then.

Here are two screenshots of the phone's status menu. This includes where I got the serial number from and the MAC address

For copy paste's sake, here is the MAC Address:   00:04:f2:fc:3c:80

Thank you for your help

[SteffenBaierUK · Accepted solution]

Hello @ChristopherKuester,

Is this by any chance a Beta unit or anything ?

I cannot find any MAC address for this. I find plenty of others with the same range but not one ending with 0.

I am not sure who you purchased this from and if this was a reputable source.

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

Best Regards

Steffen Baier

Polycom Global Services