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Strange Trio 8500 Issue

btsipenyuk
Listener

hello all, recently provisioned a whole bunch of Poly X50/X30 rooms with Trio 8800 and 8500s as controllers with no real issues

 

been stuck on a particular room with multiple trio 8500 refusing to provision the gist of the logs:

 

|copy |4|00|DNS lookup failed for trio.zoom.us

|cfg |4|00|Prov|Server did not respond to request for file 64167fde8cf6.cfg
|cfg |4|00|Prov|Server 'trio.zoom.us' is unresponsive
|cfg |4|00|Prov|Download of master configuration file failed

 

tried everything I could think of, DNS resolution on the network works fine but phones just refused to talk to it, wondering if anybody ran into this goofy problem, thanks

 

 

 

 

1 REPLY 1

StefanScherbik
Attendee

Do you have a packetfence of any kind and/or connect with a TLS connection?  And did you update the TLS certificates?  Are you able to http into any of the devices?

 

I have like 8 Trio 8800s in various rooms around the country and they all give me issues like this.  Poly's devices are too advanced and picky.  I highly recommend switching to Neat instead since you virtually never have to do any kind of advanced support for them.  Anyway, if you haven't done so, I'd use the link below to update the TLS certificates since that's one thing I had to do to get all my Trios working.  If you http into them, you can go to Settings>Network>TLS and paste the .pem for the SHA2 Secure Server into Application CA 6 and paste the .pem for Global Root CA into Application CA 7, then reboot the device under Utilities>Reboot.

 

https://support.zoom.us/hc/en-us/articles/360044092031-Conference-Room-Connector-TLS-Certificates

 

I'd also make sure it's just trio.zoom.us as the provisioning server, and that the server type is set to https.

 

Full disclosure, I know very little about this kind of stuff, these are just the things I figured out working with my network team to get my Trio devices online.

 

https://support.zoom.us/hc/en-us/articles/360000894723-Setting-Up-the-Polycom-Trio-as-a-Zoom-Rooms-C...