Updating Polycom Trio Firmware

Updating Polycom Trio Firmware

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.

Update 2017: In the fall of 2017 Polycom released a new model in the Trio family, the Trio 8500.  (Also note that the RealPresence name has been dropped form the Trio product family.)  All content and guidance in this article applies equally to both models.

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The following table lists Microsoft-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 format links are the correct firmware packages for using with the Lync and Skype for Business Device Update Services, while the format is for use with a USB drive or a traditional provisioning server deployment.  Note that these two packaging formats are simply different delivery models for the same exact code.  The process can be used on phones connected to Lync Server 2013, Skype for Business 2015 Server, or Skype for Business Online environments.

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

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.

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 package from the table at the top of this page and then extract the 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 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
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  • Download the desired firmware version from the table at the top of this article.  Use the link to download the proper package format needed for the USB process.  (The file format is not valid for this procedure.)
  • Extract the master configuration file () and the Trio firmware file () .
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  • Save these files to the root of the USB drive.
  • 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.
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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 which is the same as the VVX phones.)
  • Tap Yes to confirm and immediately begin the USB firmware update process.
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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.

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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
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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 “” firmware file on the USB drive to simply “” 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.

Filed under Skype for Business, Video, Voice · Tagged with 3PIP, Polycom, Trio, Updates

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