Why Can't I Search Contacts on my Polycom Trio 8800?

I've spent the past several weeks working with a client deploying several different models of Polycom phones. They're using Polycom Trio 8800's for their conference room phone solution. The client is in the UK, so if they have any questions or concerns, I've been getting up a little earlier in the morning to address them first thing.

Two weeks ago, I woke up to the email below (I'm paraphrasing):


We're unable to search any contacts from the Trio 8800's. Can you assist?

Here's what it looks like from the phone:


This normally just works, so I was confused. The client was able to login to the phone ok and select the option to search contacts, but nothing showed up. They're using S4B Online, but I didn't see any Support Issues when checking the portal. What gives?

As it turns out, a lot of others were experiencing the same problem. This was a known issue with the 5.4 firmware. Upgrading to 5.5.2 (or above) resolves the issue. I had the client deploy the latest and greatest firmware to their lab (5.6) and confirmed the issue was fixed. They deployed to their production environent shortly thereafter.