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RealPresence Group 500 Encryption Option Missing

SOLVED
Trueman1991
Advisor

RealPresence Group 500 Encryption Option Missing

Hi,

 

We have a number of RealPresence Group 500 devices. Most of these have the encryption option underneath Admin Settings > Security > Global Security > Encryption as stated here -https://documents.polycom.com/bundle/rpgs-ag-6-2-2/page/t-rpgs-ag-configure-encryption.html

 

However we have one device that does not have this option and as such is unable to join Zoom meetings.

The software version of all devices is - Release - 5.0.0-211246

The only difference between the devices is that the device that doesnt have the encryption option is on hardware version 10, whereas the others are on version 12+.

 

Could this be the reason why encryption isnt appearing for this device?
Is there a way we can get this to appear and enabled?

Thanks,
Robert

Message 1 of 5
1 ACCEPTED SOLUTION

Accepted Solutions
SteffenBaierUK
Polycom Employee & Community Manager

Re: RealPresence Group 500 Encryption Option Missing

Hello @Trueman1991 ,

 

It's a "normal" unit aka 102 instead of 114 (Russia). Unsure why the option is missing. Could have been an issue in the factory or has this ever been RMA'ed?

 

You cannot change this so if you have a service contract, as the unit is back from 2015, I would advise contacting support.

 

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

Best Regards

Steffen Baier

----------------
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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

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

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

View solution in original post

Message 4 of 5
4 REPLIES 4
SteffenBaierUK
Polycom Employee & Community Manager

Re: RealPresence Group 500 Encryption Option Missing

Hi @Trueman1991 

 

what area is this unit located? Usually units for Russia have no encryption option. Check the part or share the serial. 

replied via a mobile device 

----------------
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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

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

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 5
Trueman1991
Advisor

Re: RealPresence Group 500 Encryption Option Missing

Hi SteffenBaierUK


Thanks for the response. All units are located in London.

The serial number is 82144542E6ADCV

 

Thanks,
Robert

Message 3 of 5
SteffenBaierUK
Polycom Employee & Community Manager

Re: RealPresence Group 500 Encryption Option Missing

Hello @Trueman1991 ,

 

It's a "normal" unit aka 102 instead of 114 (Russia). Unsure why the option is missing. Could have been an issue in the factory or has this ever been RMA'ed?

 

You cannot change this so if you have a service contract, as the unit is back from 2015, I would advise contacting support.

 

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

Best Regards

Steffen Baier

----------------
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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

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

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

View solution in original post

Message 4 of 5
Trueman1991
Advisor

Re: RealPresence Group 500 Encryption Option Missing

Thanks for checking SteffenBaierUk, i will contact Poly support

Message 5 of 5