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"Failed to discover Exchange Server. Contact your Administrator" Polycom Trio 8500

Occasional Advisor

"Failed to discover Exchange Server. Contact your Administrator" Polycom Trio 8500

We have new Polycom Trio 8500's we're setting up just to use for Skype for Business phone calls. 

We have O365 w /Skype for Business Online and are logging into the phones with O365 accounts that are only licensed for Skype/Phone/calling. 

When we sign into the pones I'm noticing an occassional pop-up and then in the Setings > Status > Diagnostics > Warnings section the messaeg "Failed to discover Exchange Server. Contact your Administrator". 

I hae Exchange Calender setting turned off in the phone's web configuration interface (Settings> Applications > Exchange Applications). 

What else should I do?

UC Software Version 5.5.2.11338

Phone Details - Current software version - 5.5.2.11338

 

 

 

 

7 REPLIES 7
Polycom Employee & Community Manager

Re: "Failed to discover Exchange Server. Contact your Administrator" Polycom Trio 8500

Hello @BeKindPleaseRewind,

 

welcome to the Polycom Community.

First step should be using a currently supported software version. This is at present UC Software 5.7.2

 

You may want to disable software updates (in this case downgrades) from Skype for Business:

 

Feb 02, 2016 Question:How can I prevent a Polycom VVX Business Media Phone to be downgraded / upgraded automatically via Skype for Business and/or Office365?

Resolution:For LYNC please download, unpack and import the attached LyncProvisionDeviceParams. For Skype for Business Online / O365 please set the EnableDeviceUpdate to false as explained => 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




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also 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".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly 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 maybe answered on weekends, bank holidays or personal holidays.
Message 2 of 8
Occasional Advisor

Re: "Failed to discover Exchange Server. Contact your Administrator" Polycom Trio 8500

Hi Steffen,

Thanks for your reply and steps.

When I check for upgrades under Utility > Software upgrade, I do not see any updated versions available. 

Message 3 of 8
Polycom Employee & Community Manager

Re: "Failed to discover Exchange Server. Contact your Administrator" Polycom Trio 8500

Hello @BeKindPleaseRewind,

 

Polycom_Hosted_Server_Trio_572.jpg

 

May 11, 2018 Question: Why do I get a "Failed to fetch available software from the Polycom hosted server" error message?

Resolution: Please ensure your firewall allows outbound network traffic as shown  => here <=

 

Oct 7, 2011 Question: How can I setup my Phone / Provisioning / Download / Upgrade / Update / Downgrade Software?
Resolution: Please check => here <=

 

The next step would be top open a ticket if all of the above fails.


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




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also 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".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly 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 maybe answered on weekends, bank holidays or personal holidays.
Message 4 of 8
Occasional Advisor

Re: "Failed to discover Exchange Server. Contact your Administrator" Polycom Trio 8500

Choosing any version in the drop down and choosing Install does absolutely nothing. Very unfriendly for the user not knowing. 

Further, it's very non-intuitive that there is no easy way of downloading software to update your phones. 

Everything I download from your website is a zip file full of strange files and no instructions.

Where's an MSI installer to get me a tool that simply downloads what's needed and uploads it into my phone? It's 2018. 

 

Message 5 of 8
Occasional Advisor

Re: "Failed to discover Exchange Server. Contact your Administrator" Polycom Trio 8500

I get this very helpful message:

 

The phone will reboot and be updated only if the software you selected is compatible and different from the currently installed version.
Note:The phone has either rebooted/restarted due to configuration changes. Please refresh the browser after the phone start up.

 

What kind of a message is this? What does it mean? 

Why would an incompatible version be listed with my phone to begin with? 

What does it mean the phone has eiher rebooted/restarted? Like it just did, or it will? 

I hit OK, but nothing happens? 

Silly me thought I was leaving work on time today...

Message 6 of 8
Polycom Employee & Community Manager

Re: "Failed to discover Exchange Server. Contact your Administrator" Polycom Trio 8500

Hello @BeKindPleaseRewind,

 

You can also stick the downloaded ZIP file on a USB Stick as explained here:

 

Dec 04, 2015 Question:How can I provision the PolycomTrio and/or Visual+?

Resolution: Please check this post => here <=

 

The issue you find is that your IT Team /. Firewall is blocking the download of the actual software. Not a lot we can do to change this.

 

The next step as already outlined is to open a support ticket.

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




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also 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".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly 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 maybe answered on weekends, bank holidays or personal holidays.
Message 7 of 8
Occasional Advisor

Re: "Failed to discover Exchange Server. Contact your Administrator" Polycom Trio 8500

Got it -- good to go. Thanks for sticking/putting up with me!

Message 8 of 8