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Group series SIP registration failed Office 365

SOLVED
Occasional Visitor

Re: Group series SIP registration failed Office 365

We have same issue on our GS310, the calendar is work fine, however, sip account fail to register as well. Could you please advise
Message 11 of 14
Polycom Employee & Community Manager

Re: Group series SIP registration failed Office 365

Hello Kevin.chan@alfuttaim.com ,

 

welcome to the Poly Community.

Your post does not hold the relevant minimum required Information.

 

Both 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:

  • Provide the exact Software Version of your Codec
  • Provide the Codec Model
  • Provide the Call Platform (aka openSIP,Teams, Skype for Business Online, Skype for Business on Premise, Lync or H.323)
  • Additional Poly Infrastructure (RPRM,PDMS,RPCS,RMX or CMA)
  • 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 Serial Number 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.

 

If you require urgent support please open a ticket.


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

End Customers are normally unable to open a ticket directly with Poly support.

If this is some sort of an Internet discounter providing your MAC address or your Poly devices serial will enable us to look up who would be able to support you. This may not be who you purchased the Poly device from.

If the unit is no longer within the 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

 




<======== 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 12 of 14
Occasional Visitor

Re: Group series SIP registration failed Office 365

codec model:RealPresence Group 310
hardware version:20
software version:Release - 6.1.6.1-460003
s/n:8G18114919DCDP
call platform: skype for business online

we don't have do any changes on the codec and network setting after installations, the calendar service is work fine and fail to register the SIP and microsoft server even we already reset O365 password and reboot the codec a serveral time. can you please advise. Thanks

Highlighted
Polycom Employee & Community Manager

Re: Group series SIP registration failed Office 365

Hello Kevin.chan@alfuttaim.com ,

 

Log analysis is outside the scope for me as a Poly Support employee but as the unit was only sold back in 19/04/2018 simply contact our support team via your reseller.

 

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.

INGRAM MICRO (CHINA) LIMITED sold this product.


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

Best Regards

Steffen Baier




<======== 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 14 of 14