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RealPresence Group Software v.6.0 -- issue provisioning to RPRM


RealPresence Group Software v.6.0 -- issue provisioning to RPRM

Hi guys,


When I update an Group Series (RPG500) to new version 6.0.0, it doesn´t register anymore on my RPRM at the Provisioning setup. This is the Group 500 outside of my network. The others Realpresence Group inside  my LAN, register fine.


I´ve restored this codec to the factory defaults (pushing the restore button above the codec), and on the version 5.1.1 this Realpresence Group (Outside LAN) register fine. But when I update to the software version 6.0.0, it does not register anymore.


It seems that the codec doesnt find the Server, as you can see at the picture attached.


Does anyone take that issue recently?


Below the list of components that I have installed.


RealPresence Group -- Version

RealPresence Access Director -- 4.1.0_build_16110

RealPresence Resource Manager -- v8.3.0.0_83

DMA7000 -- 6.0.2_Build_11


Hope hear soon,






Polycom Employee & Community Manager

Re: RealPresence Group Software v.6.0 -- issue provisioning to RPRM

Hello rferraz,

welcome back to the Polycom Community.

Did you check the logs ?


I suggest to raise 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.

If this is some sort of an Internet discounter please post your phone's MAC address so I can look up who would be able to support you.

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

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. All posts and words are my own & do not represent the views of Employer.


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 3

Re: RealPresence Group Software v.6.0 -- issue provisioning to RPRM

Hello, the problem has been solved by upgrading the current version of RPAD to the latest version. v4.2.4.


Message 3 of 3