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Polycom SoundStation IP7000 network configuration

gosche15
Occasional Visitor

Polycom SoundStation IP7000 network configuration

We have an IP7000 device we just got and are trying to configure it for our Shoretel system.  I have found instructions for connecting to our Shoretel system but am having issues with getting the phone to grab an IP address.  I set it as DHCP and when the phone boots I get an error that says, error DHCP failed.  When I go through and setup a static address I either get error line unregistered or no error.  Both ways I cannot ping the phone or ping from the phone.  What needs to be set on the phone to ensure network connectivity?

Message 1 of 11
10 REPLIES 10
SteffenBaierUK
Polycom Employee & Community Manager

Re: Polycom SoundStation IP7000 network configuration

Hello gosche15,

welcome to the Polycom Community.

  • Is this a new unit or a used unit ?
  • If used did it work before ?

  • What cabling are you using to power the unit ?
    PoE or the original cable that comes with the unit?

I have seen users in the past plugging the cable the wrong way around. The Section with the socket showing the conference phone symbol need to be used to plug a RJ45 cable into the socket and the phone.

 

The other side goes into the switch / RJ45 socket to a switch.

 

A simple test would be to plug it directly into a switch and see if the activity lights come one.


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

----------------
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 2 of 11
gosche15
Occasional Visitor

Re: Polycom SoundStation IP7000 network configuration

This is a new device.

 

I am using the ethernet cable that came with the device and plugging it into a POE switch.  Switch is showing activity but device shows the Error DHCP failed and also at the top menu bar it says network is down.

Message 3 of 11
SteffenBaierUK
Polycom Employee & Community Manager

Re: Polycom SoundStation IP7000 network configuration

Hello gosche15,

 

this sounds like the unit is defective. Please work with your Polycom reseller to receive an RMA.


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

----------------
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 4 of 11
James.Helman
Regular Advisor

Re: Polycom SoundStation IP7000 network configuration

gosche15,

 

If you are using vLans with your phones make sure the switch port has the vLan matching your DHCP settings.  vLan trunking is common in ShoreTel enviroments.  

 

Using vLans

http://community.polycom.com/t5/VoIP/FAQ-Utilizing-VLAN-s-with-Polycom-phones/td-p/38100

 

Message 5 of 11
gosche15
Occasional Visitor

Re: Polycom SoundStation IP7000 network configuration

We got a replacement unit in and still same issues.

Message 6 of 11
SteffenBaierUK
Polycom Employee & Community Manager

Re: Polycom SoundStation IP7000 network configuration

Hello gosche15,

I would assume this is an issue in your network and would suggest setting up a wireshark trace via a spanned port.

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

----------------
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 7 of 11
gosche15
Occasional Visitor

Re: Polycom SoundStation IP7000 network configuration

That's what I was thinking.  I just wanted to make sure that there wasn't anything specific that I needed to do on the phone to connect it.  If set as DHCP, it should grab an IP right out of the box just like a computer correct?

Message 8 of 11
James.Helman
Regular Advisor

Re: Polycom SoundStation IP7000 network configuration

It will mostly work like any PC would.  Did you check your vLan configs on DHCP and the switch?

 

Message 9 of 11
drewnichols
Occasional Visitor

Re: Polycom SoundStation IP7000 network configuration

I had this exact same issue and tried 3 different new SoundStation IP7000 phones. My network is simple with no vlans and it turned out the problematic setting was the VLAN Filtering. Once I turned that off the phone was able to connect to the network and is now working fine. 

Message 10 of 11