Hello @Tabadom ,
Welcome 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:
- 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.
As you have not told us what software you are currently running or a serial number we cannot look up the codec and check for you.
Most likely you never registered the codec originally and therefore cannot upgrade as the unit is out of warranty/service.
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.
