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Polycom VVX phones will not work with DHCP on Cisco 3560 switch

SOLVED
Occasional Advisor

Polycom VVX phones will not work with DHCP on Cisco 3560 switch

Feel stupid even asking this but we are replacing CX600 phones with VVX 500's and the VVX's refuse to get IPs form the DHCP server which runs on a Cisco Cat 3560 switch.  The CX600's get IPs fine as does any other device (workstations, phones, tablets, etc...).

 

We put them on another network with a different DHCP setup and they work fine.  Updated VVX firmware to latest version and that does not help.

 

What the heck is going on?  Is there something specific these phones need (bootp maybe?).

 

Anyone know?

 

Thanks

Message 1 of 11
1 ACCEPTED SOLUTION

Accepted Solutions
Occasional Advisor

Re: Polycom VVX phones will not work with DHCP on Cisco 3560 switch

This issue persists occassionally at multiple locations using differnt switch type and DHCP servers.  Helpdesk now just know to add a static to the new phone to get up and running and once working change back to DHCP.    

 

Not looking for any additional info as we have a process to workaround the problem.

 

Thank you

 

 

View solution in original post

Message 7 of 11
10 REPLIES 10
Polycom Employee & Community Manager

Re: Polycom VVX phones will not work with DHCP on Cisco 3560 switch

Hello dMb,

welcome back to the Polycom Community.

Please ensure you always write the actually used firmware versions as week, months or years to come this may be important as nobody will know what that version was when you posted this.

 

The issue may be caused by the Cisco DHCP answering the DHCP IFORM with an ACK send as a Broadcast and not a Unicast.

 

In order to verify this please raise a case with Polcyom support via your Polycom reseller and quote VOIP-95799.

 

Please ensure to have your Polycom per LYNC license ready when doing so.

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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

----------------

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
Occasional Advisor

Re: Polycom VVX phones will not work with DHCP on Cisco 3560 switch

Same with me, CX and HP4120 login fine but VVX doesnt. I have logged this case http://community.polycom.com/t5/VoIP/PIN-Authentication-from-non-microsoft-dhcp-server-not-working/m...

 

Message 3 of 11
Polycom Employee & Community Manager

Re: Polycom VVX phones will not work with DHCP on Cisco 3560 switch

Hello murraybd ,
 

posting in this community is not logging a case.

 

Only your Polycom reseller can raise a case with Polycom support.

 

I am unsure if the original poster ever followed this up as advised but I have also replied to your post and explained what you have to do in order to bring this to Polycom supports attention.


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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

----------------

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
Occasional Advisor

Re: Polycom VVX phones will not work with DHCP on Cisco 3560 switch

Steffen, I understand your instruction and believe attempting to contact this user via post advantageous in my persuit for a solution.

Message 5 of 11
Polycom Employee & Community Manager

Re: Polycom VVX phones will not work with DHCP on Cisco 3560 switch

Hello murraybd,

 

feel free to contact the user but in order to contact Polycom support your Reseller must assist you.

 

We cannot raise a case without relevant data which is outside the scope of this community.

 

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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

----------------

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 6 of 11
Occasional Advisor

Re: Polycom VVX phones will not work with DHCP on Cisco 3560 switch

This issue persists occassionally at multiple locations using differnt switch type and DHCP servers.  Helpdesk now just know to add a static to the new phone to get up and running and once working change back to DHCP.    

 

Not looking for any additional info as we have a process to workaround the problem.

 

Thank you

 

 

View solution in original post

Message 7 of 11
Occasional Advisor

Re: Polycom VVX phones will not work with DHCP on Cisco 3560 switch

Sorry to revive this thread, but that solution has not worked for me. Any others out there? I have looked everywhere... 

 

Cannot ping Static IP and when I put phone back to DHCP, I get the message : "FAILED TO GET BOOT. 500 seconds until reboot" 

Message 8 of 11
Polycom Employee & Community Manager

Re: Polycom VVX phones will not work with DHCP on Cisco 3560 switch

Hello @cgallego,

welcome to the Polycom Community.

minimum basic information missing from your reply:

 

  • Type of Polycom phone
  • Software Version of Polycom phone
  • New or used Phone?
    Has this ever worked or does this work on another switch?


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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

----------------

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 9 of 11
Occasional Advisor

Re: Polycom VVX phones will not work with DHCP on Cisco 3560 switch


@SteffenBaierUK wrote:

Hello @cgallego,

welcome to the Polycom Community.

minimum basic information missing from your reply:

 

  • Type of Polycom phone
  • Software Version of Polycom phone
  • New or used Phone?
    Has this ever worked or does this work on another switch?

 


Sorry about that:

Polycom VXX410

Rev: 5.7.1.13261 

New phone bought from Amazon reseller. 

Phone worked on an HP switch for testing using an injector so I know it can pick up DHCP from other switches. When I connect it to my actual phone switch (Cisco ESW-48Port) it does not pick up an IP address. I've looked all over the place and cannot figure it out.   

Message 10 of 11