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Unable to Access Web Interface on CX5500

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Occasional Advisor

Unable to Access Web Interface on CX5500

   I have enabled the web interface for the CX5500 but I am unable to connect to it through a browser.

 

1) Software version is 1.1.5.50111

2) I have tried settings on both HTTP and HTTPS, as well as enabled both simultaneously

3) I can ping the device from various computers

4) I have run Network Diagnostics on the device and it can ping other devices on the network

5) I have tried access with both IE 11 and Chrome version 46

 

    Please advise.

Message 1 of 13
12 REPLIES 12
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Polycom Employee & Community Manager

Re: Unable to Access Web Interface on CX5500

Hello CX5500_User,

I assume you have enabled the Web Interface after the unit was set to LYNC base profile if applicable ?

 

This is explained => here <= and I am not 100% sure if your comment above includes this action.

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

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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 13
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Occasional Advisor

Re: Unable to Access Web Interface on CX5500

   Yes, I have already done this step   " I have enabled the web interface for the CX5500 "

Message 3 of 13
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Polycom Employee & Community Manager

Re: Unable to Access Web Interface on CX5500

Hello CX5500_User,

have you checked if the CX5500 does even get an IP address ?


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

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

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 4 of 13
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Occasional Advisor

Re: Unable to Access Web Interface on CX5500

   Yes, I have the interface set to DHCP and it gets an IP address, subnet mask and default gateway, as expected. Plus, as I've previously mentioned, I can ping the device and use the local network diagnostics to ping other devices.

Message 5 of 13
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Occasional Advisor

Re: Unable to Access Web Interface on CX5500

   Also, to confirm that the network connection is good, I updated that software after I set the unit up, as this was one of your first recommendations for a separate issue you helped me with last week. So, since the update hits one of your servers, the unit obviously has a good network connection.

Message 6 of 13
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Polycom Employee & Community Manager

Re: Unable to Access Web Interface on CX5500

Hello CX5500_User,

apologize I must have missed this.

 

The next step is to gather some USB logs ( plug USB stick into CX5500 and wait for around 20 seconds) and then open a support case via your Polycom reseller.

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

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

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 7 of 13
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Occasional Visitor

Re: Unable to Access Web Interface on CX5500

Make sure you're prepending the IP address with https:// in your browser.

Message 8 of 13
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Occasional Advisor

Re: Unable to Access Web Interface on CX5500

   Thanks for the suggestion, but I am prepending https to the IP address. As mentioned in my original post, I've also configured it only for HTTP as well as mixed mode, and am unable to connect in any manner. Basically, at this point, it's not available.

 

    Unfortunately, the previous response to "forward log files to a Polycom reseller and have them open a ticket" will not work, as we don't have a dedicated Polycom reseller to support our business. Just because we buy Polycom equipment from vendors does not necessarily mean they have technical resources with which to work with Polycom directly. So, since a user can't open a ticket directly, we're basically hung out to dry. I've tried comparing log files between a device that works correctly and the one that doesn't. But, without knowing exactly what to look for in the message logs, I'm at somewhat of a loss.

Message 9 of 13
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Polycom Employee & Community Manager

Re: Unable to Access Web Interface on CX5500

Hello CX5500_User,

one of the side effects purchasing from discounters is the lack of being able to receive support or being able to work with Polycom support via the reseller.

 

Please provide me with the serial number of the unit and I can advise you what qualified reseller has sold this unit originally so we can assist yourself.

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

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

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 10 of 13