Hello @DavidZed ,
welcome to the Polycom Community.
Both the community's Must Read First and the community's FAQ reference the basic minimum information a new or follow up post should contain.
This ensures the questions having to be asked are limited and any new or follow up post contains the right amount of details to ensure any voluntary participant within the community does not spend additional time chasing basic information.
As a reminder the basic information asked for:
- Provide the exact Software Version of your Phone
- Provide the Phone Model
- Provide the Call Platform (aka openSIP,Skype for Business Online, Skype for Business on Premise, Lync)
- Additional Polycom Infrastructure (RPRM,PDMS or BToE)
- If applicable provide a backup of the phone in question
UC Software 4.0.0 or later via the Web Interface Utilities > Phone Backup & Restore > Phone Backup > Phone Backup. Please rename into .TXT or Zip the file to attach.
Since UC Software 5.9.0 simply provide this via the Web Interface Diagnostics > Download Support Information Package
- If possible provide a Log and either attach them or use the Code Tag.Consult the Troubleshooting Section found within the FAQ if applicable
- If possible provide the MAC Address or Serial of the device
- Provide details for example if the issue is a day 1 issue or only happened after an upgrade or any other relevant details
- For questions around Support please check here
Whilst providing some of these details may not directly impact any possible answer the community can provide, it does enable Polycom to have an overview of the current software used. In addition providing all details at the same time allow us to check logs or look up a potential support partners if an issue needs to come into support. It also enables us to verify the entitlement for using features.
Please ensure you always check the FAQ's and/or utilize the community search before posting any new topics or follow up post’s.
As the original poster never followed this up and nobody else posted a Polycom ticket reference I am unaware if this made it into our support.
The next step for you, if you think this is urgent, would be to get this to support.
In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you.
End Customers are unable to open a ticket directly with Polycom support.
If this is some sort of an Internet discounter providing your MAC address or your Polycom devices serial will enable us to look up who would be able to support you. This may not be who you purchased the Polycom device from.
If the unit is no longer within warranty please be prepared to Pay Per Incident / PPI. This is all outlined in detail 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
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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. All posts and words are my own & do not represent the views of Employer.
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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
