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Polycom 650 - Computer Loses Internet Connection

Frequent Visitor

Polycom 650 - Computer Loses Internet Connection

We have 5 Polycom 650's set up but one of them will not connect to one of our computers. The phone is fine because if we move it to another computer all works great.

 

When we plug it into the computer that is a problem the internet connection stops and the phone just says 'Waiting to Network to Initialize'

 

I have tried updating network drivers, installed a separate NIC card just to check, and flashed bios to most recent.

 

It's a Dell XPS 8100 running Win 7 64 bit (and we have another one of these machines that it seems to run fine on - they could have some small differences but they are both 8100's).

 

When I first plug the cord in (from the phone to the computer - just like we do on all the others) - it just shows ths spinning blue circle and says 'try to connect'. It will then say Local Area Connection - No network access and Unidentified Netwrok - Public Network.

 

Any thoughts or additional information that would be helpful?

Message 1 of 8
7 REPLIES 7
Frequent Visitor

Re: Polycom 650 - Computer Loses Internet Connection

Just an FYI for the above post - the SIP is 3.3..1.0769

Message 2 of 8
Polycom Employee & Community Manager

Re: Polycom 650 - Computer Loses Internet Connection

Hello RobWhitney,

 

welcome to the Polycom Community.

 

I am not sure if I can follow you as you say the Phone works.

 

How is your Setup?

 

RJ45 Port from Switch <---> Cable <---> Phone Lan Socket

PC <---> Cable <---> Phone PC Socket

 

Maybe the PC Port is simply turned off?

 

Menu Key => Settings => Advanced => Admin Settings => Network Configuration => scroll down to Ethernet Menu => scroll down to PC Port Mode.

 

What is it set to ?

 

Best Regards

 

Steffen Baier

 

Polycom Global Services




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Message 3 of 8
Frequent Visitor

Re: Polycom 650 - Computer Loses Internet Connection

I can check those setting for you if you need but what I am saying is if we take that same phone and connect it to any other computer in the office it works fine (the ethernet cable from the wall goes into the phone, and then the phone into the computer).

 

If we then connect it to one particular computer as soon as we do it the lan network connection stops working.

 

So it appears it has nothing to do with the phone or the phone settings because that phone works on all other computers.

 

* I just checked the setting and PC Port is set to Auto as it is on all phones.

 

* The setup that you mentioned switch to phone lan via cable, then phone pc socket to PC via cable (again, we can get this phone to work on any other computer)

Message 4 of 8
Polycom Employee & Community Manager

Re: Polycom 650 - Computer Loses Internet Connection

Rob,

 

just to get it right.

 

  • All Phones work with all other Computers apart from that one? 
  • That Specific PC does not work with any of the Phones?
  • Are you always using the same cable?
  • Does the PC get the IP address via DHCP or is it a fixed address?

I can only recommend to try it at a PC orientated Forum as the Phone clearly works.

 

Regards

 

Steffen Baier

 




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and maybe answered on weekends, bank holidays or personal holidays.
Message 5 of 8
Frequent Visitor

Re: Polycom 650 - Computer Loses Internet Connection

Yes - that phone (with same cables) work on all computers but this one so we assume it's a computer issue (that only loses it's connection when we route the internet through this phone).

 

I will keep researching.

 

Thanks

Message 6 of 8
Frequent Visitor

Re: Polycom 650 - Computer Loses Internet Connection

Just a follow up that we solved the problem. It wasn't the phone or the computer. It's the internal wiring in that office that runs from the wall down into the basement where the switch is. We took a 100 foot ethernet cord and ran it from any other office to the phone in his office and his phone/computer all worked great. So now we just need to do some re-wiring.

 

What's odd is hsi wall plate to computer works but it just doesn't work when you run through the phone - at least we can solve it now and know the phone & computer are fine.

 

Thanks again.

Message 7 of 8
Frequent Advisor

Re: Polycom 650 - Computer Loses Internet Connection

Rob, 

Nice to hear that you solved this odd issue.  Many of us take it for granted that the wiring (either in the wall or the patch cables, ethernet patch panels etc) have been wired correctly.  It's always a good idea to verify this with a cable tester if you have one available when having strange problems like this.  Still, I'll admit that it's somewhat puzzling that the phone worked at all given the bad wiring. 

Message 8 of 8