Plantronics + Polycom. Now together as Poly Logo

Polycom Failover Issue.

Occasional Visitor

Polycom Failover Issue.

 We have 2 Polycom phones in the network this whole setup is on a boat so we are using VSAT networks. We have 2 WAN links one is primary and one for failover, phones are registered through the primary and it works well without a problem until the primary link goes down and failover takes over. Now phones are trying to register through the failover link but the failover is not configured as primary it is just a backup link for some domains. My problem is when the primary link comes back the phones are not trying to switch to the primary instead phones are waiting for a reply from the failover link. I need to reboot the router so the phones see the right gateway and will register through the primary link.


I am looking for a solution where can I make the changes so the phones switch back once the primary is up or should I do any other methods to make it work.


I am having the same situation for many of my client boats, just consider the above scenario and let me know what changes can be made to avoid the issue.




Any help will be appreciated.



Message 1 of 2
Polycom Employee & Community Manager

Re: Polycom Failover Issue.

Hello @RR66,


welcome to the Polycom Community.

Both the community's Must Read First and the community's 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,Skype for Business Online, Skype for Business on Premise, Lync)
  • Additional Polycom 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

  • 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 if the issue is a day 1 issue or only happened after an upgrade or any other relevant details

Whilst providing some of these details may not directly impact any possible answer the community can provide, it does enable Polycom to have an overview of the current software used. In addition other details allow us to check logs or look up a potential support partners if an issue needs to come into support. It also enables us to verify the entitlement for using features.

Please ensure you always check the FAQ's and/or utilize the community search before posting any new topics or follow up post’s.


Oct 30, 2017 QuestionCan I setup my Polycom phone to register to one Server and failover to another?

Resolution: Please check => here <=

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

<======== 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 2 of 2