Plantronics + Polycom. Now together as Poly Logo

Polycom SoundStation IP5000 - will not receive IP address via DHCP

Highlighted
Occasional Visitor

Polycom SoundStation IP5000 - will not receive IP address via DHCP

My Polycome IP5000 will not pick up an IP address via DHCP. I have multiple different devices which all receive an IP address without issue, incluidng various models of IP phone and teleconference devices.

 

I have applied a facotry reset but the result is still the same, with the Sounstation failing to obtain an IP address and getting stuck with Initilizing network. 

 

Message 1 of 4
3 REPLIES 3
Polycom Employee & Community Manager

Re: Polycom SoundStation IP5000 - will not receive IP address via DHCP

Hello @Polycom2061 ,

 

welcome to the Poly Community.

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 Call Platform (aka openSIP,Teams, Skype for Business Online, Skype for Business on Premise, Lync)
  • Additional Poly Infrastructure (RPRM,PDMS or BToE)

 

Can you give it a manual IP?

 

  • 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.


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

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

Best 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 2 of 4
Occasional Visitor

Re: Polycom SoundStation IP5000 - will not receive IP address via DHCP

Hi

 

I am not sure I can retireve the software version as without an IP address, I am unable to connect to thw web GUI. 

 

The serial number is 64167f473b63, again I dont think I can retrieve the MAC addressas I am unable to see it on the device.

 

The problem has been the case from day one. If I set the IP address manually,  am nuable to ping the device, or ping out from it, I am also unable to connect to the web interface using the IP address. 

 

 

Message 3 of 4
Polycom Employee & Community Manager

Re: Polycom SoundStation IP5000 - will not receive IP address via DHCP

Hello @Polycom2061 ,

 

I can see 64167F473B63 was sold via Smit Consultancy BV back in 26/11/2018 so simply contact them and RMA the unit.

 

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

Best 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 4 of 4