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Phone no longer working since moving locations

Occasional Visitor

Phone no longer working since moving locations

I've recently moved location (and ISP) and the phone (Soundpoint IP 320 SIP) no longer loads and is unable to make / receive calls.


My new ISP is Sky and all other internet connectivity works well.


Using the handset at another location works perfectly.


I've checked with Sky that no ports, or similar, are closed.


An error that I do see is:

'Config file error

Error is 0x0"


Any help much appreciated.


Message 1 of 4
Occasional Visitor

Re: Phone no longer working since moving locations

On another handset, at the same location, I get the following during the phone's booting:


"Could not contact boot server. Using existing conf.

Error loading 0004f224a8a6.cfg"


The phone then reboots and we go around in that loop.

Yours, stumped.

Message 2 of 4
Polycom Employee & Community Manager

Re: Phone no longer working since moving locations

Hello Matt,


welcome to the Community.


We kindly encourage users in the FAQ to use the search function first before posting a new Issue as many questions have already been answered.


Using the forum search alone I found the answer to your second query => here <=


Searching the Admin Guide, guessing your Software Version, as advised in the FAQ I found the answer to your first query:


Config file error. Error is <Hex #>
If there is an error in the configuration file, you will not be able to reboot the phones.

You must review the provisioning server configuration, make the correction, and reapply the configuration file by restarting the phones.

This error also happens when phone does a restart (not a reboot) and finds a newer version of BootROM or application; this triggers a reboot.

Usually this error is self-recoverable.


Please utilize the Community with the FAQ and search function in order to fix your issue. 


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 3 of 4
Occasional Visitor

Re: Phone no longer working since moving locations

Thanks for that.


Some form of 'progress'.


The phone now boots, inasmuch as I can now dial a number which causes the recipient phone to ring.

However, when the call is answered - there's silence on both ends - the call then quits after about 5 seconds.


If a call is made to this unit, it doesn't ring and bounces to a colleage, as if it were engaged.


Anyone seen that before? (I've done a search and not seemed to find anything similar)

Message 4 of 4