Polycom SoundStation IP5000 - will not receive IP address via DHCP

[Polycom2061]

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. 

[SteffenBaierUK]

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

[Polycom2061]

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. 

[SteffenBaierUK]

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

[ITPFreak]

I am having the same problem - cant get the soundstation IP 5000 to pull down an address over DHCP or manually setting static IP.  DHCP is working on my network with other devices. I have also taken the polycom to a different network and it pulls down an IP over DHCP just fine...bring it back to my network and it wont do it.

serial # 64167F12B435 (also the MAC address)

phone version # 4.0.8.1972

P/N is 3150.11530.408

Can someone in support please contact me to help with this....

[SteffenBaierUK]

Hello @ITPFreak ,

Welcome to the Poly Community.

Our records show this device sold via SCANSOURCE INC back in 08/05/2018

In order to raise a support ticket, you need to work with your Poly reseller as they may need to do this for you.

End Customers are usually unable to open a ticket directly with Poly support.

If this is some sort of an Internet discounter providing your MAC address or your Poly devices serial will enable us to look up who would be able to support you. This may not be who you purchased the Poly device from.

If the unit is no longer within the warranty please be prepared to Pay Per Incident / PPI. This is all outlined in detail 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