Plantronics + Polycom. Now together as Poly Logo

Polycom ccx500

Highlighted
Occasional Visitor

Polycom ccx500

HI Having issues with the ccx500 i cant seem to get the login using user credentials working. but with the older versions we used to login by the pin but i don't see that option in the sign in menu? any help or guidance would be appreciated 

 

Cheers

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

Re: Polycom ccx500

Hello @iain.bailey ,

 

Welcome back to the Poly Community.

Both the communities Must Read First and the 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:

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 Poly 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 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 posts.


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

Best Regards

Steffen Baier

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

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
Highlighted
Occasional Visitor

Re: Polycom ccx500

HI steffen

 

Please see details below: 

 

  • Provide the exact Software Version of your Phone : 1.0.0.2535(beta Version)
  • Provide the Phone Model : ccx500
  • Provide the Call Platform:  skype for business on premise
  • Provide details if UC / SIP or ObiEdition: unsure 
  • Mac Address: 64:16:7F:DE:C3:AE
Message 3 of 4
Highlighted
Polycom Employee & Community Manager

Re: Polycom ccx500

Hello @iain.bailey 

 

you should be running this software 5.9.12.1122 >here<

 

The next step would be some sort of logs:

 

Jan 17, 2017 Question: How can I troubleshoot simple Skype for Business, Office365 or Teams issues?

Resolution: Have a look => here <=

 

If this fails please work with INGRAM MICRO PAN EUROPE GMBH who according to our records sold this phone and are your Tier 1 support.


In order to raise a support ticket, you need to work with your Poly reseller as they may need to do this for you.

End Customers are usually unable to open a ticket directly with Poly support. Available End User Poly services offerings are detailed 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

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

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