Updating Trio 8800 Firmware

December 28, 2015 by · 65 Comments 

On the heels of the recent release of the Polycom RealPresence Trio 8800 comes the first firmware upgrades.  In the same fashion as previous articles on this blog covering various Lync and Skype for Business devices like the VVX desktop phones or the CX5500 RoundTable camera this article outlines the various ways that the Trio 8800 can be upgraded.  This article will also be updated over time to include the latest available release along with a documented history of all firmware releases pertinent to Lync and Skype for Business platforms.

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Firmware Versions

The following table lists Lync-qualified UCS releases which support native device updates and will continue to be updated as future releases are posted online, including links to both Release Notes and the software packages.  The .cab format links are the correct firmware packages for using with the Lync and Skype for Business Device Update Service, while the .ld format is for use with a USB drive or a traditional provisioning server deployment.

Additional releases in the same version will often include an letter revision code (e.g. Rev AB) to indicate a newer version, in addition to the last five digits of the full version number being incremented. 

Version Date Details Links
5.4.0
(5.4.0.12197)
11/20/2015 Initial public firmware release Release Notes
Firmware (.cab)
Firmware (.ld)
5.4.0 Rev AA
(5.4.0.12541)
12/8/2015 Maintenance release including hotfixes and the following enhancements:
* Audio-only participant indicator in conference calls
* New parameter to hide the Sign Out button when already registered
Release Notes
Firmware (.cab)
Firmware (.ld)
5.4.0 Rev AB
(5.4.0.12856)
12/22/2015 Maintenance release including hotfixes and the following enhancements:
* Corrected hardware ID of devices shipped from factory as Lync Base Profile enabled
Release Notes
Firmware (.cab)
Firmware (.ld)
5.4.1 Rev AA
(5.4.1.17597)
1/29/2016 Release including hotfixes and the following enhancements:
* Skype for Business 2015 Server and Online registration and provisioning support
* USB audio device support for Lync 2013 and Skype for Business 2015 clients
* Smart Login which hides PIN Authentication option on non-configured networks
Release Notes
Firmware (.cab)
Firmware (.ld)
5.4.2 Rev AB
(5.4.2.5400)
4/6/2016 Release including hotfixes and the following enhancements:
* Added Forward Error Correction (FEC) for Lync/SfB video calls over X-H264UC
* Support for sharing RDP content in Lync/SfB multiparty conference calls
Release Notes
Firmware (.cab)
Firmware (.ld)
5.4.3 Rev AA
(5.4.3.2007)
5/16/2016 Release including hotfixes and the following enhancements:
* Added Simulcast support for Lync/SfB video calls over X-H264UC
* Additional FEC improvements and more Home Screen customization options.
Release Notes
Firmware (.cab)
Firmware (.ld)
5.4.3 Rev AB
(5.4.3.2342)
8/03/2016 Release including hotfixes and the following enhancements:
* Added USB support for Mac computers
* USB Volume sync support and video mute behavioral changes
Release Notes
Firmware (.cab)
Firmware (.ld)
5.4.3 Rev AD
(5.4.3.2389)
8/19/2016 Release including fix for the following issue in now discontinued 5.4.3AB release
* Calendar invites with commas in subject line could cause Trio to crash
Release Notes
Firmware (.cab)
Firmware (.ld)

 

Also be aware that currently the firmware releases for Trio are not lock-step with the existing VVX releases, nor with the CX5500 releases.  While each of these platforms are currently using versions in the 5.4.x branch the actual release versions may or may not have the exact same build number between the different platforms.  Note that it is not possible to load the wrong firmware on a device in the event that the software packages are somehow mixed up between these various products.

Update Processes

From a software standpoint the Trio platform is based on the same Unified Communications Software (UCS) platform that the entire line of modern VVX phones use, thus the majority of upgrade options are the same.

Web Management Interface

As covered in various other VVX articles this process is unchanged in the Trio.  The same steps listed at the beginning of this recent article can be used to upgrade the phone firmware if not already familiar with it.  If the Lync Base Profile is currently enabled on the Trio then the web management interface will be disabled by default.  This must first be re-enabled either manual from the phone or via a centralized provisioning configuration before the UI can be accessed remotely on the phone to perform the upgrade process.

Provisioning Server

As previously covered in this article a centralized provisioning server can be deployed, or an existing deployment designed for other Polycom SIP phones can be leveraged by the Trio.  In fact there is nothing else which must be configured is the environment is already setup to support existing VVX phones.  As stated because the Trio uses the same base UCS platform then the Trio will adhere to any existing DHCP, LLDP, or other network configuration parameters specific to the IP phones.

  • To prepare the provisioning server with the the latest firmware release for the Trio simply download the desired .ld package from the table at the top of this page and then extract the 3111-65290-001.ld file into the appropriate directory on the central provisioning server.

Also note that Microsoft partner Event Zero includes a Provisioning: Polycom module for their popular UC Commander solution that uses this same model.

Device Update Service

The Microsoft native firmware update process that was added to Lync Server 2010 to support Lync Phone Edition devices has been supported by Polycom VVX phones for over two years now, as of the initial 5.0 firmware release.  Both Lync Server and Skype for Business Server platforms include this in-band firmware updating service and leveraging this capability is inherently available in the Trio as well.  This previous article outlines exactly how to configure VVX phones to utilize this and the same configuration applies to the Trio.

  • To prepare the Lync/SfB device update service with the latest firmware release for the Trio simply download the desired .cab package from the table at the top of this page and then extract the package as outlined in the article linked above.

USB Flash Drive

While the Trio can be updated in all the same ways that VVX phones already support there is a new capability provided with the Trio: using the local USB port.  In fact this is a very similar process to what the CX5100/5500 also supports for firmware upgrading.  (Note that while the some VVX desktop phone models do include a standard USB port they do not currently support this USB upgrade method.)

While most any USB flash drive should work for this process it is recommended to use a USB 2.0 drive.  And because the firmware is only a few hundred megabytes then pretty much any available USB drive can be used.

  • Format the USB drive as FAT32

image

  • Download the desired firmware version from the table at the top of this article.  Use the .ld link to download the proper package format needed for the USB process.  (The .cab file format is not valid for this procedure.)

  • Extract the master configuration file (000000000000.cfg) and the Trio firmware file (3111-65290-001.sip.ld) .

image

  • Save these files to the root of the USB drive.

image

  • Insert the USB drive into the USB Type A port on the left side of the phone’s front leg, as shown in the photo below.

image

The Trio will recognize that the inserted drive contains firmware information and will automatically display the USB Provisioning menu on the unit’s screen.

  • Enter the device administrator password. (The default password is 456 which is the same as the VVX phones.)

  • Tap Yes to confirm and immediately begin the USB firmware update process.

image     image

Once confirmed the notification icon of a spinning gear should appear in the upper right corner of the display.  In addition if the USB drive contains an activity LED then it should be flashing to indicate that the phone is currently reading the files from the disk.

image

After a few minutes the USB drive activity light should stop flashing which means the files are finished copying to the phone.  The gear icon should continue to rotate for a few more minutes though as the Trio is still processing the firmware files.

  • Leave the phone alone for a few more minutes and it will automatically reboot upon completion of the firmware update.

The entire process after confirming the administrator password should take less than 10 minutes, so as long as the gear icon is still spinning do not reboot the phone, just wait for the eventual reboot.

  • After the Trio is back online the new version number can be verified from the following menu: Home > Settings > Status > Platform > Application > Main

image

Troubleshooting

On some early models of the Trio the USB process may not work as described above. If after inserting the USB drive the phone does not appear to recognize the firmware package and does not automatically prompt for the administrator password then an additional manual step may be required.

  • Rename the “3111-65290-001.sip.ld” firmware file on the USB drive to simply “Trio8800.sip.ld” and then reinsert the USB drive into the phone.

The affected models should now successfully recognize the firmware file and trigger the update process. Once the 5.4.0 Rev BB release has been applied to the phone then this manual step will no longer be required for future updates as the phone will now recognize the correct firmware file names automatically.

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Comments

65 Responses to “Updating Trio 8800 Firmware”
  1. ari says:

    Hi Jeff,

    it’s always great to read a whole your articles. Currently, i’m working on RPG 500 Series and i wonder that there is a way it can be registered to SFB O365 directly, is it already supported to do that ? i can’t found any articles both in microsoft and polycom sites.

    Thanks in advance.

    Ari

  2. I just want to say that I like your posting. In fact I am using your site regularly. Your articles are very effective and i am very thankful to you for sharing this site with knowledgeable content .

  3. Long Mon I mean Friday – Question if I may please :

    I recently upgraded my vvx500’s at my customers site and after upgrading the hold feature ceased to work proper. There is the hold but when the caller returned after retrieval the hold then was a disconnect. * I could transfer the caller but no audio transferred. We were able to partially manipulate this to where the caller could hear the eu but my eu could not hear the caller.
    This was supposed to be an update from polycom why so buggy >…

  4. Jeff B says:

    Would we be able to manage this device with one service account like you did here:

    http://blog.schertz.name/2010/11/lync-sip-registration-with-disabled-accounts/

    We would want one service account to many phones and be able to pull calendar information for each room/phone.

    We were able to get the login with the service account, but it appears the device is not using the SIP address to form the query to EWS, rather using the samaccountname which is the service account.

    • Jeff Schertz says:

      No, only a single account is supported for both SIP registration (to Lync/SfB) and Exchange registration. That article covers the video systems which contain separate configuration sets for the SIP and Calendar registration accounts.

  5. Art H says:

    Anyone else experience extremely slow desktop sharing with the Real Presence Trio? Was hoping that the latest firmware would help but doesn’t seem any better.

    • Jeff Schertz says:

      Arthur, what do you mean by ‘slow’? The content sharing is Remote Desktop Protocol which all the Lync/SfB clients use. This is not a high-frame rate delivery method so it will not look like traditional standards-based video content.

      • We’re seeing slow screen drawing with sharing applications from SfB 2016 client to Real Presence Trio.

      • We’re seeing slow screen drawing with sharing applications from SfB 2016 client to Real Presence Trio.

        • Jeff Schertz says:

          Only with the 16.x client? Or are you seeing the same issue with the 15.x clients? I suggest upgrading to the 5.4.2 AA software which was just released today: https://twitter.com/jdscher/status/715224255982469120

          • James D says:

            We are experiencing really slow desktop and program sharing. I’m talking anywhere from 3-10 seconds for the screen to refresh. It’s unusable. Program sharing a little bit better than desktop sharing. No improvement with the latest Trio firmware

          • Jeff Schertz says:

            James, please report this issue through your support channels as that is not the normal, expected behavior.

          • Domien De Cleyn says:

            We do have the same experience. Slow screen updates when sharing content (skype for business desktop sharing). Sharing desktop in conference without Trio is OK, but with Trio is quite laggy. Both Trio components are connected via the wired network. The lag is about the same when the pc sharing the desktop is on wireless or on wired network. I updated the Trio to the last available firmware available on the Polycom server.

          • Patrick says:

            I’m still seeing the slow desktop sharing onto the Trio too.
            I’ve updated to v 5.4.3 Rev AA as well.

            Anyone else figured this out?

          • Patrick says:

            Has anyone found a resolution to this? I love the Trio and it’s ease of use but whenever I “present my desktop”, the slow screen drawing is ridiculous. People are going to think it’s a joke if I put this into use within the office.
            I’ve even upgraded to the latest firmware (5.4.3 rev AA)

          • Jeff Schertz says:

            Patrick, are you working through your support channels? Content sharing should not be prohibitively slow.

  6. Jeremy Davis says:

    Hi Jeff,

    We have just updated our Trio 8800’s to the latest firmware version to allow for connecting into our Office 365 and Skype For Business in the cloud. The contacts show up but the calendar continues to show “disconnected from server” so we can not pull down meeting invites and other calendar entries.

    Is this supported in the cloud online Skype for Business integration and if so is there a setting that I am messing to get the users calendar to sync once they login to their S4B account?

    Thank you.

    • Jeff Schertz says:

      Does the same user account has an Exchange Online mailbox or are you using a Exchange Server on-premises or in hybrid? Exchange autodiscover for your domain name should point the phone to the proper location.

      • Jeremy Davis says:

        The user account has an Exchange Online mailbox all in O365 in the cloud. The contacts pull fine but the Calendar consistently says “Server Disconnected”. The calendar options under Applications is set to autodiscover although I have tried manually adding outlook.office365.com as the Exchange server.

        • Mike M says:

          I am seeing the same issue with the “Server Disconnected” error message when attempting to view the calendar. We are on the latest firmware and are using O365 in the cloud. Everything else including contacts works perfect. Have you found a fix to this Jeremy?

          • Jeff Schertz says:

            This should be addressed in withe a recent or pending release as there were a couple different issues related to Exchange Online access.

        • Ted Turner says:

          Having the same problem with Calendar.

          Also, Video doesn’t work consistently, even though phone and Visual+ are on Ethernet. Have seen the video call lock up a Skype For Business 2015 client on my Surface Pro 4.

          On another Trio 8800, everything is set up the same, but it won’t even try to do video, but instead rejects video calls, so the calling Skype client gets a notification the video call is rejected.

          What’s up with this? Phones are upgraded to the current rev per this site.

        • Jordan Nolan says:

          Same here. The calendar was working fine when we hosted our own Exchange server, but as soon as we moved out to O365 the calendar shows “Disconnected from server”.

          Any luck with this?

        • Jim McSorley says:

          How did you “manually add outlook.office365.com as the Exchange server?” Can this be done to any of the Exchange Client settings (viewable through the web utility under Diagnostics -> Lync Status -> Exchange Client). My UPN is different from my Primary SMTP and I suspect this is stopping the Trio from being able to connect to my calendar from Exchange Online. Is it possible to manually set the Exchange Client values? perhaps using the trio.cfg file on a USB stick?

    • John Howell says:

      Thanks Jeremy for posting the fix on replacing the autodiscover with o365 EWS URI. I was experiencing the calendar disconnect problem too and this sorted it out for me.

  7. James Arber says:

    So, When do we get to see you playing with the Trio? Polycom Australia are a bit slow in getting me a demo unit due to the rarity of the product

  8. Mary says:

    HI Jeff,

    I want to sign in Lync with my RealPresence Trio. But it (RealPresence Trio) can’t sign in. What should i do?
    Please help me

  9. Randhir says:

    Hi,
    Can the Polycom Trio 8800 be registered to both a SIP server and sype for business at the same time?

    am using firmware 5.4.1.17597

  10. Michael says:

    Hi Jeff,

    Glad to see you’re still producing some of the best S4B/Lync blogs available.

    Is the Trio 8800 compatible with Polycom’s BTOE connector in the same way VVX 310/410s are?

  11. TrungBui says:

    Hi Jeff,

    As i know that the Polycom RealPresence Trio8800 has 3 options for purchase. And if I buy a IP Conference Version, could I upgrade or convert it to S4B/O365 Version?

    Thanks

  12. Waleed Abdella says:

    We have recently setup Trio8800 device and using SIP to connect. everything is going good except streaming the video very slow. any recommendation. using default video codecs

    • Jeff Schertz says:

      I suggest updating to the recently released 5.4.2 AA version. I have not yet updated the article to include this release but you can find it on the Polycom Support page for the Trio.

  13. JB says:

    Hi Jeff-

    Great post as always. We have a couple Trios and think they are great devices, especially for the price point. It will be interesting to see what is introduced for Project Rigel in comparison.

    Few items I’m curious on. Obviously if you can’t comment, certainly understood.

    1. We experience low resolution from the C930E during meetings hosted on our Lync 2013 server AVMCU. All other participants are in HD and show well for the room and other participants. Just the room with the Trio Visual+ is low resolution. Is this a known limitation? If so, will it be resolved?

    2. Currently no simultaneous content/people – By default if content is present, it shows it. When content is present, you can toggle back to people easily though. Is this on the roadmap to add?

    3. Active speaker only – you will only see one remote participant at a time. Is it on the roadmap to add multiple speaker streams?

    4. Contact Search – Keyboard doesn’t disappear for Lync searches after you tap on a user. You have to click DONE, then click DIAL. Occasionally though, the keyboard does disappear while typing. A bit frustrating for users. Is this a known problem?

    5. Will not show contact pictures from AD, only silhouettes. Is this on the roadmap to add?

    Thanks!

    JB

    • Fredrik A says:

      JB, great input!

      Number 2 and 3 is really key and missing features as we see it so any input on roadmap/plan on this would be great!

      Thanks!

  14. Muhammed Shiyas says:

    Dear Jeff,

    We recently bought Polycom Trio 8800 collaboration kit. I have upgraded to recent software upgrade to 5.4.2.5262. Our company has office 365 users. When i sign in with user@company.com the polycom trio is signing in if i use user@company.onmicrosoft.com it started signing. Please advise what could be the reason.

    Regards,
    MS

  15. Ted says:

    Can Skype For Business Trio 8800 with Visual+ connect to a Polycom RMX bridge conference using the SIP address? (ex. 25367@video.whatever.com)

  16. Adam Lippitt says:

    Hey Jeff… I hope all is well. Thanks for the great article, as usual.

    One thing I am seeing is that I am able to upgrade to 5.4.2.5400 via the web admin page polling the Polycom update servers. Once I sign in and register against my organization’s SfB pool, a notification appears as an amber dot on the “hamburger” menu icon in the upper-left side of the screen telling me a software update is available. The version showing for update is actually a downgrade to the shipped version – 5.4.0.12856. If I ignore the notification, it goes ahead and downgrades automatically regardless. Does this mean my organization has a Provisioning server enforcing this version? Is there any way to “opt-out” to maintain the newer version (other than signing out)?

  17. Scott Spletzer says:

    Hello Jeff,

    Your blogs are full of great info, thank you. We just recently purchased 4 of the Trios and we have the same problem on all of them. We are using SfB on premise with O365 Exchange. We have a resource mailbox logged onto each Trio. However after about 12 hours of being logged on, we get a message about requiring to enter a password to connect to exchange “Authentication Failure: Re-enter the password to access calendar and Exchange” we have verified the credentials are correct” we have to sign out and then sign back in, and then they are good for another 12 hours or so. The devices are running firmware 5.4.2.5400.

    • Jeff Schertz says:

      Scott that issue is being addressed soon with a hotfix.

      • swaminathan balakrishnan says:

        Could you please let me know if this issue has been fixed which firmware is fixing it. I’m facing this issue with one of my customer. More over whenever the exchange 2010 server is rebooted im getting the “Authentication Failure: Re-enter the password to access calendar and Exchange”, if i reboot the device it works well. Any other suggestions ?

  18. Packet Guzzler says:

    So I can drop the sip.ld file into an already functioning VVX provisioning server directory? The VVX’s won’t try to somehow pick this up as an “update”? It looks like the latest trio software is 5.4.3 and we’re running 5.4.4 on the VVX’s so I don’t want them to rollback thinking the trio sip.ld file is for them.

  19. Jeff Woodard says:

    Hi Jeff,

    We’re running a Trio 8800 with a visual+ using Sfb Online and have been having issues with meeting content. With firmware version 5.4.2.5400, The visual+ would frequently stop displaying meeting content from a Sfb meeting while all other participants continued to see the content. Sometimes it would do OK for the duration of a meeting, but mostly it would repeatedly disconnect about 1-2 minutes into the meeting, even after rebooting both the 8800 and the visual+. We updated to firmware version 5.4.3.2007, and now it seems that we can only display Sfb meeting content when the meeting is initiated through the Trio 8800. When joining an externally initiated skype meeting, the visual+ does not display the meeting content, but does show a status window showing who is speaking. pressing the content softkey on the 8800 seems to have no effect, and other attendees of the meeting see the content icon disabled for the 8800 user in the Sfb PC client.

    Also wondering if there is anything on the roadmap to increase the video performance for screen sharing in meetings. From what I gather the visual+ is limited to 5 fps, which makes for a very stuttery and jumpy display for screen sharing.

    • Jeff Schertz says:

      Improvements to the video and content sharing features are included in each update so make sure you are on the most recent software (5.4.3 Rev AD) and keep an eye out for the next version. Content Sharing is based on RDP which doesn’t really support any real framerate, so it’s not a limitation of the Trio but the RDP protocol used in Lync/SfB.

  20. Eric R says:

    Jeff, great info and the comments to this were just what I needed. Have been testing a Trio 8800 with SfB online exclusively. Since turning off autodiscover the Exchange connection to O365 works great.
    Only thing we have seen is that if someone presents an applications in stead of the entire desktop, the sizing of the application on the Trio 8800 is very small and does not fill the entire screen. It is not usable. If they switch to present entire desktop, and make the same app full screen, it works beautifully.k We are on the (5.4.3.2007) firmware also.
    Thanks

  21. Richard says:

    Hi Jeff,

    I have a test Trio unit at my organisation which is integrating into our on-premise Skype for Business environment. It all seems fine functionality wise, except updates.

    The unit is running 5.4.0.12197 and I have uploaded 5.4.3 onto the Skype server.

    The Trio sees the update is avaiualble and prompts to install, but then does nothing. looking at the logs on the device, it is unable to download the update file. However, i can copy the url out of the log and access it fine.

    I don’t have a provisioning server, but could potentially set one up. Do you have any ideas?

    Thanks,

    Richard

    • Jeff Schertz says:

      There was a bug with updates not working on an earlier version of the Trio firmware. I’d suggest manually updating the Trio to the latest version (currently 5.4.3 Rev AD) and from there on future versions should work correctly with the update services. You can use either USB provisioning or the Web UI update process with the Polycom hosted server.

  22. Tom says:

    New Trio firmware has been released 5.4.3AB

  23. Eric says:

    Jeff, Love the Trio’s and purchased 5 of them for different offices around the states and Canada. I’m having two issues I hope you can help with. We are using Skype for Business/Office 365. We have one device that is getting random calls from extensions 1000, 1, 2000. this particular device only has Skype/Lync activated and logged in. I’ve never answered it but if i check the device it has multiple calls throughout the day/night.

    Second issue i’m seeing is i have another device that will not log into Skype for Business. I’m not sure if there is a setting i’m missed but the Skype account works on other devices just not this one device. Any thoughts?

    Thanks and appreciate the help.

    • Jeff Schertz says:

      Eric, I’ve never heard of that receiving call issue before and I don’t even have a guess as to what could be triggering it. REgarding the phone which cannot sign-in that could be caused by many different things. The most common issue is lack of proper time synchronization on the phone though.

  24. Charlie says:

    Can I use the Lync Edition with a SIP account (we are not yet ready to roll out Office 365 or Skype here yet, but will be doing so in the future).

    Do I just need to change firmware?

    • Jeff Schertz says:

      Yes, just make sure to change the Base Profile on the phone to ‘Generic’ instead of ‘Lync’ when you want to register to a standard open SIP platform. You can flip it back when ready to register to Lync/SfB.

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