Plantronics + Polycom. Now together as Poly Logo

Poly Resource Manager can't find Trio after factory restore on the phone

WWLM
Occasional Visitor

Poly Resource Manager can't find Trio after factory restore on the phone

I'm moving some Trios from one site to another in our enterprise environment.  I was trying to wipe everything and send it to the site, so we could set it up from scratch there. 

 

First, I deleted the Trio 8800 (5.9.5.2830) in PRM.  Then did a factory restore on the phone.  After this, PRM doesn't seem to see it to provision the device any longer.  Its home screen is wanting me to manually log set it up.  PRM version is 10.9, I believe.  This has happened a few times lately and not sure what needs to be changed.  We have 1200 Trios in our environment.  Thoughts?

Message 1 of 4
3 REPLIES 3
SteffenBaierUK
Polycom Employee & Community Manager

Re: Poly Resource Manager can't find Trio after factory restore on the phone

Hello @WWLM ,

 

Welcome to the Poly Community.

 

From our VoIP FAQ:

 

Dec 06, 2017 Question: Is there an FAQ for RealPresence Resource Manager RPRM to provision Poly or Troubleshoot phones?

Resolution: Please check => here <=

 

Do you have a DHCP option 160 and 161 set up in your network?

 

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

Best Regards

Steffen Baier

----------------
The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 2 of 4
WWLM
Occasional Visitor

Re: Poly Resource Manager can't find Trio after factory restore on the phone

Yes, DHCP and option 161 are good.  We have 1000+ that are good and can be seen.  When I factory restore a phone though, it looks like I have to manually set up the phone, which should be PRM doing that. 

Message 3 of 4
SteffenBaierUK
Polycom Employee & Community Manager

Re: Poly Resource Manager can't find Trio after factory restore on the phone

Hello @WWLM ,

 

The phones may be openSIP hardware aka they only look for option 160 instead of 161

 

The logs of the phone should tell. Set the following after a factory restore and enabling the Web Interface if needed:

 

Settings > Logging > Global Settings > Global Log Level Limit > Debug

Settings > Logging > Global Settings > Global Log Level Limit > Log File Size (Kbytes) > Trio or CCX 10240

Settings > Logging > Module Log Level Limits > DHCP Client > Event 1

 

Reboot the phone and check the logs or attach them 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

----------------
The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 4 of 4