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The HP Community is where owners of HP products, like you, volunteer to help each other find solutions.
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‎05-16-2019 06:29 AM

HP Recommended

I have an 8x8 voip account using Polycom Soundpoint IP550 phones.  Recently, my service went out and after about three hours with 8x8 tech support they were able to get my phone working again (said something with SIP setting on my D-Link Router).  the problem is I can't access the configuration page on my computer by typing the IP address on the phone, and I don't know why.  Is there any documentation on how to get the Polycom Soundpoint IP 550 configuration utility to work?  It worked while they were working on the phones after they were set back to factory settings, but now that they got my phones to work again the configuration utility is not working.

7 REPLIES 7

‎05-16-2019 07:30 AM

HP Recommended

Hello @pcglaw 

 

welcome to the Poly Community.

 

Most likely 8x8 disabled this. Please work with 8x8 


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

Best Regards

Steffen Baier

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
Was this reply helpful? Yes No

‎05-16-2019 10:42 AM

HP Recommended
8x8 couldn't solve the issue and did not want to help after they got the phone working. There are no docs with instructions of things I could try to get it working?
Was this reply helpful? Yes No

‎05-17-2019 12:28 AM

HP Recommended

Hello @pcglaw ,

 

Usually, we ask the below first:


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 Phone
  • Provide the Phone Model
  • Provide the Call Platform (aka openSIP,Teams, Skype for Business Online, Skype for Business on Premise, Lync)
  • Additional Poly Infrastructure (RPRM,PDMS or BToE)
  • If applicable provide a backup of the phone in question

UC Software 4.0.0 or later via the Web Interface Utilities > Phone Backup & Restore > Phone Backup > Phone Backup. Please rename into .TXT or Zip the file to attach.
Since UC Software 5.9.0 simply provide this via the Web Interface Diagnostics > Download Support Information Package

  • 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 MAC Address or Serial 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.

 

In regards to your Web Interface, we do not know how your phone is provisioned but in order to enable the Web Interface if disabled you would need the configuration mentioned here:

 

Jul 11, 2014 Question: Since upgrading to UCS 5.1.1 or later and running LYNC base profile I can no longer access the Web Interface

Resolution: Please check => here <=


The Menu's shown are not applicable to your SoundPoint IP


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

Best Regards

Steffen Baier

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
Was this reply helpful? Yes No

‎05-17-2019 05:22 AM

HP Recommended

Model: SoundPoint IP 550

Assembly: 2345-12500-001 Rev R

S/N: 0004f2375bbe

DHCP: Enabled

IP: 192.168.0.101

BootBlock: 3.0.2.0024(12500-001)

Bootrom:5.0.10.0028

Device Certificate: Factory Installed

Label: SIP

Version: 4.0.10.0689

P/N: 3150-11530-409

File: sip.id

Components:

PolyDSP Titan Mem1 FS3

Version: 6.1.1.0010

P/N: 3150-11580-611

Log from 8x8 Network utility attached.

mac add 0004F237588E

Was this reply helpful? Yes No

‎05-17-2019 05:38 AM

HP Recommended

Hello @pcglaw ,

 

the SPIP 550 was sold via NETXUSA back in 17/05/2011

 

As you have not provided any details if the unit is provisioned via 8x8 or via your own provisioning server there is not much more to advise as to the parameters we already have.

 

Out of interest why would you need to access the Web IF?

 

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

Best Regards

Steffen Baier

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
Was this reply helpful? Yes No

‎05-17-2019 05:45 AM

HP Recommended

It was provisioned by 8x8, I would like the web configuration utility to work so that if the phone goes out again I could try to restore it using the web configuration utility.

Was this reply helpful? Yes No

‎05-17-2019 07:24 AM

HP Recommended

Hello @pcglaw ,

 

as stated already if 8x8 provisioned your phone then they control if the web interface is off or on and also what port it uses and if HTTPS or HTTP or both.

 

Please work with 8x8

 

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

Best Regards

Steffen Baier

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
Was this reply helpful? Yes No
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