If your phone is malfunctioning or requires updates you or your phone system administrator may want to perform one of the following:
Rebooting: This will bring the phone back to its last configured state. It is also required sometimes when TeleConsole settings have been updated such as after modifying TeleConsole BLF settings.
Updating configuration: Settings or configuration changes made by Telebroad or your system administrator are applied to the phone when you trigger a configuration update. Depending on the updated settings this may or may not require you to restart your phone.
Updating the Software (Firmware): Firmware is the software that loads when a device is started and controls its functionality. On Poly phones it is simply referred to as the phone's software. Updating it to a newer version, when one is released, may resolve or improve the phone's performance.
Factory reset: This erases the current configuration and applies the original configuration the phone was shipped with from the factory.
Rebooting Your Phone
Rebooting your phone is usually a safe and easy method to resolve functionality issues. However, you may want to consult your phone system administrator first to make sure the issues are not related to network problems or other external causes.
To reboot the phone:
- On the Trio C60/8800 select Settings from the Home screen.
On the Trio 8300 access the Main Menu screen from the Home screen by pressing the Home key (
). - Select Basic.
- Select Reboot Phone and select Yes when prompted with a confirmation message.
- The phone will reboot to the Home screen.
If your phone is frozen and does not respond to key presses, you can also reboot simply by unplugging and replugging it (if the phone is powered by POE you would unplug the network cable.)
Updating Configuration
Changes in your office phone system or network may cause problems with the functionality of your phone. To restore compatibility or to apply new settings, your system administrator may ask you to update the phone's configuration after he has prepared the relevant configuration file.
When you trigger the update the new configuration file is downloaded o the phone's flash memory and the update process is completed automatically.
To update the configuration of your phone:
- On the Trio C60/8800 select Settings from the Home screen.
On the Trio 8300 access the Main Menu screen from the Home screen by pressing the Home key (
). - Select Update Configuration and select Yes when prompted with a confirmation message.
- Depending on the settings that changed, the phone may or may not reboot to the Home screen.
Updating the Software (Firmware)
Current Poly firmware supports an automatic software update feature. If the feature is disabled by your administrator or if you want to install a particular firmware version you can update the firmware manually from the Web Configuration Utility.
Before upgrading the firmware manually you should read the related firmware release notes (find them by selecting the SOFTWARE RELEASES or SOFTWARE RELEASES ARCHIVES tab under the support pages for Trio 8300, Trio 8800, or Trio C60) and possibly consult with Poly's support to ensure there are no compatibility issues or other potential conflicts. If such issues or conflicts do happen after an upgrade you may need to downgrade to a previous firmware version, if possible, or perform a factory reset.
Checking the Current Software Version
You can check the current software version installed on the phone before deciding if an update is required.
To check the software version:
- Access the phone via the Web Configuration Utility as explained here.
The software version is displayed on the Home screen with the format of X.X.X or X.X.X.X.
Automatic Software Update
When new software is available a notification is displayed on your phone and you have the option to update your software, postpone the software update, or exit the notification.
To update the Phone's Software select Update when prompted to update your software. The phone reboots and the software is updated on the phone.
Postponing an Update
Instead of updating your software immediately, you can choose to postpone the update from 15 minutes up to six hours by selecting Postpone. The notification is removed from the screen until five minutes before the postponed time you selected.
You can postpone the software update up to three times. After the third time, the notification is displayed without the Postpone option.
If you do not update the phone's software after your selected postponed time, a countdown is displayed and the phone automatically reboots and updates the software when the countdown ends.
If you postpone a software update and the time period you chose ends while you're on an active call, a countdown is displayed after the call ends and the software update is triggered afterward.
Exiting the Software Update Notification
You also have the option to completely stop the automatic software update by selecting Exit when the update notification appears. You can go back to the automatic software update by selecting SWUpdate.
Manual Software Update
If the automatic update feature is not available on your phone or if you want to install a particular software version you can perform a manual update.
To manually update the software:
- Access the phone via the Web Configuration Utility as explained here.
- From the Utilities menu select Software Upgrade.
- Select Polycom Hosted Server from the Server Type field.
If another server type is already selected, click Clear Upgrade Server first and then select Polycom Upgrade Server. - Click Check For Updates.
- Select the software version you want to update to from the Software Available at Polycom Server drop-down menu and click Install.
Click Yes to approve the installation and then Accept the license agreement. - The upgrade will be initiated and the phone will reboot when the process is finished.
Factory Reset
Factory reset is only recommended after you have tried all other troubleshooting suggestions since it will delete all your personal configuration settings and reset them to the factory defaults.
It is advisable you contact us (if you have an account with us) or your phone system administrator before attempting a factory reset to see if the issues with your phone may be resolved without it and to ensure your phone can be properly provisioned and configured if a reset is indeed required.
To prevent an accidental factory reset you may be required to enter the phone's administrator password. The default password is 456.
There are three ways to perform a factory reset – from the phone's settings screen, from the web configuration utility, or by holding a keys combination/the touch-screen corners during a reboot.
Do not unplug your phone while the phone is resetting.
Once the reset process is completed, the phone will reboot to the Home screen.
Factory Reset from the Settings Screen
This is the easiest and fastest way to perform a factory reset. If the phone has been configured accordingly, the reset option may be available from the Basic menu without having to enter an administrator password. Otherwise, you will need to use the Advanced menu.
To perform a factory reset without an admin password from the Basic menu (if available):
- On the Trio C60/8800 select Settings from the Home screen.
On the Trio 8300 access the Main Menu screen from the Home screen by pressing the Home key (
). - Select Basic.
- Select Reset to Factory and select Yes when prompted with a confirmation message.
To perform a factory reset from the advanced menu (admin password required):
- On the Trio C60/8800 select Settings from the Home screen.
On the Trio 8300 access the Main Menu screen from the Home screen by pressing the Home key (
). - Select Basic.
- Enter the phone's admin password — 456 (see next if you changed and forgot it.)
- Select Admin Settings.
- Select Reset to Factory and select Yes when prompted with a confirmation message.
Factory Reset From the Web Configuration Utility
The one advantage of the Web Configuration Utility is that it allows you do to a factory reset remotely.
To perform a factory reset from the Web Configuration Utility:
- Log in to the web configuration utility as described here.
- From the Utilities menu select Phone Backup and Restore>Global Settings>Restore.
Factory Reset During a Reboot
To perform a factory reset during reboot on Trio 8300:
- Unplug and replug your phone or reboot it as explained above.
- Press the Cancel Softkey to stop the reboot process.
A "countdown autoboot" screen will display. Ignore any of the options here and instead... - Press and hold the 1, 3, and 5 keys simultaneously on the dial pad.
You can let go of the keys once an admin password prompt appears. - On the dial pad, enter the admin password (456 is the default admin password, but it may have been changed by your administrator.)
To perform a factory reset during reboot on Trio C60/8800:
- Unplug and replug your phone or reboot it as explained above.
- When the Poly logo appears hold the four corners of the touch screen.
- You can let go of the after the mute keys will start flashing.