Sound Station Duo DHCP Failed Error

Occasional Visitor

Sound Station Duo DHCP Failed Error

I have a SoundStation Duo which I use the PSTN connection, however, I also have it hooked up to my network so I can configure the phone and upgrade the firmware.  This has been working without issue for a while, however, all of a sudden, I'm getting a DHCP Failed Error message on the phone and it won't connect to the IP network any longer.


I have tried resetting the phone to factory defaults, changing the cabling, changing the switch port and setting the IP address manually in the phone, but nothing works.


At this point, I am assuming it's the power interface module connecting the power, network and PSTN line to the phone, but am not positive, so I thought I'd ask the community.


Thank you!

Message 1 of 3
Polycom Employee & Community Manager

Re: Sound Station Duo DHCP Failed Error

Hello busbys,

welcome to the Polycom Community.

Its rather difficult to provide any advise not knowing what has changed in your environment or how old the device is.


I suggest you get this into 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 usually unable to open a ticket directly with Polycom support.

If this is some sort of an Internet discounter please post either your phone's MAC address or your Polycom devices serial so I can look up who would be able to support you. This may not be who you purchased the Polycom device from.

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 3
Occasional Visitor

Re: Sound Station Duo DHCP Failed Error

Hi SteffenBaierUK,


Thanks for your reply.  My phone is not under warranty or support of any kind - which is why I opted to post something in the community forum to see if others have experienced this.  I am the second user of this phone and believe this was purchased back in 2013.


I did purchase a new AC Power Kit - which should arrive in a few days.  I am hopeful this resolves this issue.


Thank you!

Message 3 of 3