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Multiple Poly c60s possibly half-bricked

DPittmanHBD
Occasional Visitor

Multiple Poly c60s possibly half-bricked

Hi all,

 

Working in an office with multiple poly c60 phones that are not cooperating. They were working fine, now exhibiting following symptoms:

1. Won't sign in to Teams (you get the "Company Portal" screen, the "Connecting" bar, but nothing happens, and it eventually says "Error, could not sign you in, you will need to sign in again, if you see this message again, please contact your company support [OK]"

2. I can log in and get to Advanced settings, but the only options available are Change User Password and System Information (so I can't factory reset it from there)

3. Won't respond to the 4-finger salute, multiple attempts, multiple people trying

 

Our network is up and functional. The phone has pulled DHCP and DNS correctly. I can ping it but it does not respond to a browser so no web interface. If I unplug it I can't ping it so no IP conflicts.

 

Looking for suggestions, ideas, options, etc, before I throw it on the "bricked" pile.  Thanks.

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4 REPLIES 4
SteffenBaierUK
Polycom Employee & Community Manager

Re: Multiple Poly c60s possibly half-bricked

Hello @DPittmanHBD ,

 

Welcome to the Poly Community.

I suggest you read the specific C60 section here:

 

Oct 10, 2011 Question: How can I reset / Factory default my Phones configuration?

Resolution: Please check => here <=

 

I am not aware of a way you could brick the device and the fact the password won't show the other selections make me assume that you are using the User Password rather than the Admin Password.

 

Signing into Teams I explained in detail >here< today already


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

Best Regards

Steffen Baier

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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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

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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 5
DPittmanHBD
Occasional Visitor

Re: Multiple Poly c60s possibly half-bricked

Figured it out, it was a weird one. I was indeed using a user password, so that was part of my problem. Was able to guess the admin password (another tech had changed it to a non-standard one) and change it. With admin rights I was able to do some more poking around without success. So I took one of them home, and connected it to my network, and it worked like a charm. Further investigation made me realize that the work network was handing out some DHCP options that we no longer needed (related to older Poly SfB phones, not Teams) - specifically a time (SNTP) server that crashed a couple weeks ago. Killed those options and they started working. This can be closed if that's a thing. Thanks!

Message 3 of 5
SteffenBaierUK
Polycom Employee & Community Manager

Re: Multiple Poly c60s possibly half-bricked

Hello @DPittmanHBD ,

 

thanks for following this up. Nothing can be closed as this is a simple community forum and not our support portal.


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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

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

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 5
HuntHunt
Occasional Advisor

Re: Multiple Poly c60s possibly half-bricked

Hey, we're having very similar issues since the latest firmware updates with the C60s and CCX500s. They get stuck in a weird login loop. It'll look like it's logging in then drop back to the provisioning screen.

 

What was the specific DHCP option configured out of interest? We did used to have SfB phones too. I can't see anything much, we've got them setup on a separate voice VLAN though..

Message 5 of 5