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‎10-19-2015 08:16 AM

HP Recommended

Hello, my company uses the Soundpoint IP550 handsets throughout our location.  These are linked between the ethernet outlet and the desktop.  Our VOIP service is through Intermedia if it makes a difference.  3 out of 7 handsets are nonfunctional and show "Network is down" on the LCD screen.

 

Our ISP seems to be working fine and these phones all worked correctly when we left on Friday afternoon.  Has anybody run into this before?  I'm guessing it's a software update or something that only happened on these select phones.  Thank you in advance.

 

Mike

3 REPLIES 3

‎10-19-2015 08:42 AM

HP Recommended

Mike,

 

I am not that familure with the SoundPoint range of phones but there is some information that would be helpful.  What software version are you running on your phones?  Polycom dosen't remotly update phones so any updates would have to be from your SIP provider or done manually.

 

Have you tried rebooting the phones?  Do the PC's conneced to the phones have network access?

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‎10-19-2015 08:53 AM

HP Recommended

I believe the software is 2345-12500-001.  We have tried hard and soft reboots to no avail.  The PC's do indeed still have internet connectivity.  I tried calling Intermedia support and after troubleshooting a bit, they seem to think the issue lies with our router and it not recognizing/assigning IP addresses for these particular handsets.

 

Unfortunately I am not an IT guy and this is above my knowledge/understanding.  My IT guy is of course sick.  Thank you for your assistance.

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‎10-19-2015 09:20 AM

HP Recommended

As an update, the issue has been resolved.  It was indeed a setting in our router.  

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