Fixes for the most common Poly Trio C60 problems, from the quickest checks to when to contact Poly. Start at the top: most issues are a setting, a cable or firmware.
What the Trio C60 has
Check the problem against what this model actually has:
- Display: 5 in color touchscreen, 720 x 1280
- Microphones: Three MEMS, 360°, pickup up to 20 ft
- Network: 2 RJ-45 (PoE port and passthrough)
- USB: 1 USB-A 2.0, 1 USB-B 2.0
- Power: PoE / PoE+
- In the box: Poly Trio C60, cat 5e cable, USB-A cable, cable wrap and tactile overlay
Quick checks
- Restart it: unplug the network cable for 30 seconds, then reconnect.
- Reconnect the cables, using the ones that came in the box.
- Update the firmware. How
No sound or people can't hear you
- Check the device isn't muted (look for a red mute light).
- Check the volume on the device.
- Move laptops and their fans away from the microphones.
Echo or feedback
- Make sure only one microphone and one speaker are active in the room: mute laptops that also joined the meeting.
- Don't run the room's audio through both the device and the TV speakers at the same time.
- Hard, bare rooms reflect sound. Rugs, curtains or acoustic panels reduce echo a lot.
- Update firmware: echo cancellation improvements often come in updates.
Keeps disconnecting or drops out
- Use wired Ethernet rather than Wi-Fi, and check the switch port for errors.
- Update firmware.
Won't turn on
- Check the switch port supplies PoE and has enough power budget left.
- Try a known-good cable and a PoE injector to rule out the switch.
- If it starts and then restarts, the port may not supply enough power.
Still not working? Factory reset
A reset is the last step, because it clears settings. How to factory reset the Trio C60
When to contact Poly
If none of this works, the device may need warranty service (Poly warranty: 1 year). Open a case on Poly support. Bought from us? Contact us and we'll help with the claim.
More Trio C60 guides
- Trio C60 buyer's guide: specs and price
- Trio C60: setup guide
- Trio C60: Teams, Zoom and Google Meet
- Trio C60: what room size it covers
- Trio C60: price and total room cost
- Trio C60: full specs
- Trio C60: alternatives compared
- Trio C60: factory reset
- Trio C60: admin login and settings
- All Poly speakerphones compared
Related guides
Outfitting several rooms, or reselling? Get a volume quote or apply for wholesale pricing →
