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SoundStation IP 6000 not registering on Max Communication Server version 8.5.0.208

Occasional Contributor

SoundStation IP 6000 not registering on Max Communication Server version 8.5.0.208

I'm attemtping to register a SoundStation IP 6000 to our MaxAdministrator 8.5.0.208 server setup. This is a new phone and phone is not registering.  I upgraded the firmware to 4.0.8.1972. I went through successfully seting up the provisioning server through the phone's web admin portal. I can ping the device and confirm that DHCP is enabled, but it just won't register. The device has a self-signed certificate and not a factory installed certificate, which I'm not sure if it's the issue. 

 

Any suggestions on what steps I might have missed? Running out of options at the moment and I feel this might be something simple.

 

Thanks

 

Phone Information

  • Phone Model SoundStation IP 6000
  • Part Number 3111-15600-001 Rev:F
  • MAC Address 00:04:F2:E4:2A:62
  • UC Software Version 4.0.8.1972
  • BootROM Software Version 5.0.8.0935
Message 1 of 7
6 REPLIES
Polycom Employee & Community Manager

Re: SoundStation IP 6000 not registering on Max Communication Server version 8.5.0.208

Hello HelloPolycom,

welcome to the Polycom Community.

UC Software 4.0.8 is no loger a supported software so please use UC Software 4.0.12 instead.

 

In addition INGRAM MICRO sold this phone back in 18/06/2009 so it is long time out of warranty so I am unsure why you are calling this a new phone.

 

I never heard of this SIP server so I am unsure if we ever tested this to be compatible. Simply follow:

 

Oct 7, 2011 Question: Can I register or is my Polycom Phone compatible with a “XYZ” SIP Server?

Resolution: Please check => here <=

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services

Please be aware:

The purpose of these forums is to allow community members collaborate and help each other.
Questions posted here do not follow Polycom’s SLA guidelines.
If you require assistance from Polycom technical support, please open a
web service request or call us .

The above is necessary in order to track issue internally within Polycom.

You are welcome to post more questions or configuration or logs for other community members to look at but if your issue requires a fix via Polycom you must go via the official support structure.

Please ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

This forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Polycom employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and may be answered on weekends, bank holidays or personal holidays.
Message 2 of 7
Occasional Contributor

Re: SoundStation IP 6000 not registering on Max Communication Server version 8.5.0.208

This SIP server is a product of Altigen Communications. Also, I have a working "factory installed certificate" soundstation ip 6000 phone that's running off of UC Software 4.0.8. The only difference is the one I'm currently troubleshooting is self-signed. Would you be so kind as to provide specific steps on registering self-signed ip 6000?

Message 3 of 7
Polycom Employee & Community Manager

Re: SoundStation IP 6000 not registering on Max Communication Server version 8.5.0.208

Hello HelloPolycom,

I already provided you with basic instructions on how to register any phone to any server.

 

The Unit you described to us as a new phone was sold nearly 8 years ago. You have so far not posted any configuration or any more details on how you are trying to register this unit.

 

As it is out of warranty you can only open a PPI / Pay Per Incident ticket for this unit via the reseller already mentioned.

 

I suggest you upgrade to a currently supported software version aka 4.0.12 and then factory restore the phone.

 

This document => here <= explains the difference and what you can do if you do not have a factory installed certificate.


Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services

Please be aware:

The purpose of these forums is to allow community members collaborate and help each other.
Questions posted here do not follow Polycom’s SLA guidelines.
If you require assistance from Polycom technical support, please open a
web service request or call us .

The above is necessary in order to track issue internally within Polycom.

You are welcome to post more questions or configuration or logs for other community members to look at but if your issue requires a fix via Polycom you must go via the official support structure.

Please ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

This forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Polycom employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and may be answered on weekends, bank holidays or personal holidays.
Message 4 of 7
Highlighted
Occasional Contributor

Re: SoundStation IP 6000 not registering on Max Communication Server version 8.5.0.208

 

You're presuming "new" to mean manufacture date, when in this case it means the item was just purchased. It's the same way when you move into a new place or buy a new car, you would refer to it as new regardless of when it was manufactured or built. This is semantics! And obviously the basic questions did not work because they did not address the specific question. What is supported is beside the point cause the sip server only works with 4.0.8.1972. This is how it is! http://www.altigen.com/wp-content/uploads/2016/08/Polycom-Configuration-Guide-1.pdf. The question simply is this, what are the clear and concise steps to convert a self-signed certificate to a factory installed certificate? Would you know? It seems the cause of the problem is that the authenticating server does not trust the Polycom Root CA issued. The KB articles you provided are vague as to remedy this.

Message 5 of 7
Polycom Employee & Community Manager

Re: SoundStation IP 6000 not registering on Max Communication Server version 8.5.0.208

Hello HelloPolycom,

again you have not provided any backup as requested.

 

We, as the manufacturer of the phone, will only support the latest software aka 4.0.12 and one version back aka 4.0.11. If your SIP server provider decides to only support your phone on an outdated version please take this up with their support team.

 

We, as the manufacturer of the phone, added device certificates for this model back in 2010. Since then the phones are delivered with a factory certificate. You cannot install this at an end customer location and this only happens during the manufacturing process.

 

This is half a year before your phone was manufactured. There is nothing we can do on this and you can try and return your phone to the Polycom reseller you purchased this from as they sold you an old phone.

Best Regards

Steffen Baier

Polycom Global Services

Please be aware:

The purpose of these forums is to allow community members collaborate and help each other.
Questions posted here do not follow Polycom’s SLA guidelines.
If you require assistance from Polycom technical support, please open a
web service request or call us .

The above is necessary in order to track issue internally within Polycom.

You are welcome to post more questions or configuration or logs for other community members to look at but if your issue requires a fix via Polycom you must go via the official support structure.

Please ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

This forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Polycom employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and may be answered on weekends, bank holidays or personal holidays.
Message 6 of 7
Occasional Contributor

Re: SoundStation IP 6000 not registering on Max Communication Server version 8.5.0.208


Great! Thanks.

Message 7 of 7