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Polycom phone not requesting DHCP offer

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Polycom phone not requesting DHCP offer

My Polycom IP550 phone is not requesting the DHCP address that my windows 2012 server offered it.

 

I have done a wireshark capture on a mirrored port on our switch and you can see that the phone is doing the discover phase of the DHCP cycle and the server sends the offer that shows up on the mirrored port, but the phone doesn't send the request back to the server for the address.

 

In the capture below, the phone eventually sends the request, but sometimes it won't for days. All help with this weird problem will be greatly appreciated! Please note that this is happening to all my phones (about 30).

 

No. Time Source Destination Protocol Length Info 1 0.000000000 0.0.0.0 255.255.255.255 DHCP 567 DHCP Discover - Transaction ID 0x1e789653
Frame 1: 567 bytes on wire (4536 bits), 567 bytes captured (4536 bits) on interface 0 Ethernet II, Src: Polycom_48:ef:3b (00:04:f2:48:ef:3b), Dst: Broadcast (ff:ff:ff:ff:ff:ff) Internet Protocol Version 4, Src: 0.0.0.0 (0.0.0.0), Dst: 255.255.255.255 (255.255.255.255) User Datagram Protocol, Src Port: 68 (68), Dst Port: 67 (67) Bootstrap Protocol (Discover)
No. Time Source Destination Protocol Length Info 2 0.000340000 192.168.10.20 255.255.255.255 DHCP 351 DHCP Offer - Transaction ID 0x1e789653
Frame 2: 351 bytes on wire (2808 bits), 351 bytes captured (2808 bits) on interface 0 Ethernet II, Src: SuperMic_47:2e:f5 (00:25:90:47:2e:f5), Dst: Broadcast (ff:ff:ff:ff:ff:ff) Internet Protocol Version 4, Src: 192.168.10.20 (192.168.10.20), Dst: 255.255.255.255 (255.255.255.255) User Datagram Protocol, Src Port: 67 (67), Dst Port: 68 (68) Bootstrap Protocol (Offer)
No. Time Source Destination Protocol Length Info 3 6.999589000 0.0.0.0 255.255.255.255 DHCP 567 DHCP Discover - Transaction ID 0x1e789653
Frame 3: 567 bytes on wire (4536 bits), 567 bytes captured (4536 bits) on interface 0 Ethernet II, Src: Polycom_48:ef:3b (00:04:f2:48:ef:3b), Dst: Broadcast (ff:ff:ff:ff:ff:ff) Internet Protocol Version 4, Src: 0.0.0.0 (0.0.0.0), Dst: 255.255.255.255 (255.255.255.255) User Datagram Protocol, Src Port: 68 (68), Dst Port: 67 (67) Bootstrap Protocol (Discover)
No. Time Source Destination Protocol Length Info 4 7.000159000 192.168.10.20 255.255.255.255 DHCP 351 DHCP Offer - Transaction ID 0x1e789653
Frame 4: 351 bytes on wire (2808 bits), 351 bytes captured (2808 bits) on interface 0 Ethernet II, Src: SuperMic_47:2e:f5 (00:25:90:47:2e:f5), Dst: Broadcast (ff:ff:ff:ff:ff:ff) Internet Protocol Version 4, Src: 192.168.10.20 (192.168.10.20), Dst: 255.255.255.255 (255.255.255.255) User Datagram Protocol, Src Port: 67 (67), Dst Port: 68 (68) Bootstrap Protocol (Offer)
No. Time Source Destination Protocol Length Info 5 52.998887000 0.0.0.0 255.255.255.255 DHCP 567 DHCP Discover - Transaction ID 0x1e789653
Frame 5: 567 bytes on wire (4536 bits), 567 bytes captured (4536 bits) on interface 0 Ethernet II, Src: Polycom_48:ef:3b (00:04:f2:48:ef:3b), Dst: Broadcast (ff:ff:ff:ff:ff:ff) Internet Protocol Version 4, Src: 0.0.0.0 (0.0.0.0), Dst: 255.255.255.255 (255.255.255.255) User Datagram Protocol, Src Port: 68 (68), Dst Port: 67 (67) Bootstrap Protocol (Discover)
No. Time Source Destination Protocol Length Info 6 52.999414000 192.168.10.20 255.255.255.255 DHCP 351 DHCP Offer - Transaction ID 0x1e789653
Frame 6: 351 bytes on wire (2808 bits), 351 bytes captured (2808 bits) on interface 0 Ethernet II, Src: SuperMic_47:2e:f5 (00:25:90:47:2e:f5), Dst: Broadcast (ff:ff:ff:ff:ff:ff) Internet Protocol Version 4, Src: 192.168.10.20 (192.168.10.20), Dst: 255.255.255.255 (255.255.255.255) User Datagram Protocol, Src Port: 67 (67), Dst Port: 68 (68) Bootstrap Protocol (Offer)
No. Time Source Destination Protocol Length Info 7 117.001999000 0.0.0.0 255.255.255.255 DHCP 567 DHCP Discover - Transaction ID 0x1e789653
Frame 7: 567 bytes on wire (4536 bits), 567 bytes captured (4536 bits) on interface 0 Ethernet II, Src: Polycom_48:ef:3b (00:04:f2:48:ef:3b), Dst: Broadcast (ff:ff:ff:ff:ff:ff) Internet Protocol Version 4, Src: 0.0.0.0 (0.0.0.0), Dst: 255.255.255.255 (255.255.255.255) User Datagram Protocol, Src Port: 68 (68), Dst Port: 67 (67) Bootstrap Protocol (Discover)
No. Time Source Destination Protocol Length Info 8 117.002106000 192.168.10.20 255.255.255.255 DHCP 351 DHCP Offer - Transaction ID 0x1e789653
Frame 8: 351 bytes on wire (2808 bits), 351 bytes captured (2808 bits) on interface 0 Ethernet II, Src: SuperMic_47:2e:f5 (00:25:90:47:2e:f5), Dst: Broadcast (ff:ff:ff:ff:ff:ff) Internet Protocol Version 4, Src: 192.168.10.20 (192.168.10.20), Dst: 255.255.255.255 (255.255.255.255) User Datagram Protocol, Src Port: 67 (67), Dst Port: 68 (68) Bootstrap Protocol (Offer)
No. Time Source Destination Protocol Length Info 9 180.019910000 0.0.0.0 255.255.255.255 DHCP 590 DHCP Discover - Transaction ID 0x1e789653
Frame 9: 590 bytes on wire (4720 bits), 590 bytes captured (4720 bits) on interface 0 Ethernet II, Src: Polycom_48:ef:3b (00:04:f2:48:ef:3b), Dst: Broadcast (ff:ff:ff:ff:ff:ff) Internet Protocol Version 4, Src: 0.0.0.0 (0.0.0.0), Dst: 255.255.255.255 (255.255.255.255) User Datagram Protocol, Src Port: 68 (68), Dst Port: 67 (67) Bootstrap Protocol (Discover)
No. Time Source Destination Protocol Length Info 10 180.020019000 192.168.10.20 255.255.255.255 DHCP 351 DHCP Offer - Transaction ID 0x1e789653
Frame 10: 351 bytes on wire (2808 bits), 351 bytes captured (2808 bits) on interface 0 Ethernet II, Src: SuperMic_47:2e:f5 (00:25:90:47:2e:f5), Dst: Broadcast (ff:ff:ff:ff:ff:ff) Internet Protocol Version 4, Src: 192.168.10.20 (192.168.10.20), Dst: 255.255.255.255 (255.255.255.255) User Datagram Protocol, Src Port: 67 (67), Dst Port: 68 (68) Bootstrap Protocol (Offer)
No. Time Source Destination Protocol Length Info 11 183.995776000 0.0.0.0 255.255.255.255 DHCP 590 DHCP Discover - Transaction ID 0x1e789653
Frame 11: 590 bytes on wire (4720 bits), 590 bytes captured (4720 bits) on interface 0 Ethernet II, Src: Polycom_48:ef:3b (00:04:f2:48:ef:3b), Dst: Broadcast (ff:ff:ff:ff:ff:ff) Internet Protocol Version 4, Src: 0.0.0.0 (0.0.0.0), Dst: 255.255.255.255 (255.255.255.255) User Datagram Protocol, Src Port: 68 (68), Dst Port: 67 (67) Bootstrap Protocol (Discover)
No. Time Source Destination Protocol Length Info 12 183.996257000 192.168.10.20 255.255.255.255 DHCP 351 DHCP Offer - Transaction ID 0x1e789653
Frame 12: 351 bytes on wire (2808 bits), 351 bytes captured (2808 bits) on interface 0 Ethernet II, Src: SuperMic_47:2e:f5 (00:25:90:47:2e:f5), Dst: Broadcast (ff:ff:ff:ff:ff:ff) Internet Protocol Version 4, Src: 192.168.10.20 (192.168.10.20), Dst: 255.255.255.255 (255.255.255.255) User Datagram Protocol, Src Port: 67 (67), Dst Port: 68 (68) Bootstrap Protocol (Offer)
No. Time Source Destination Protocol Length Info 13 191.995595000 0.0.0.0 255.255.255.255 DHCP 590 DHCP Discover - Transaction ID 0x1e789653
Frame 13: 590 bytes on wire (4720 bits), 590 bytes captured (4720 bits) on interface 0 Ethernet II, Src: Polycom_48:ef:3b (00:04:f2:48:ef:3b), Dst: Broadcast (ff:ff:ff:ff:ff:ff) Internet Protocol Version 4, Src: 0.0.0.0 (0.0.0.0), Dst: 255.255.255.255 (255.255.255.255) User Datagram Protocol, Src Port: 68 (68), Dst Port: 67 (67) Bootstrap Protocol (Discover)
No. Time Source Destination Protocol Length Info 14 191.996147000 192.168.10.20 255.255.255.255 DHCP 351 DHCP Offer - Transaction ID 0x1e789653
Frame 14: 351 bytes on wire (2808 bits), 351 bytes captured (2808 bits) on interface 0 Ethernet II, Src: SuperMic_47:2e:f5 (00:25:90:47:2e:f5), Dst: Broadcast (ff:ff:ff:ff:ff:ff) Internet Protocol Version 4, Src: 192.168.10.20 (192.168.10.20), Dst: 255.255.255.255 (255.255.255.255) User Datagram Protocol, Src Port: 67 (67), Dst Port: 68 (68) Bootstrap Protocol (Offer)
No. Time Source Destination Protocol Length Info 15 206.995303000 0.0.0.0 255.255.255.255 DHCP 590 DHCP Discover - Transaction ID 0x1e789653
Frame 15: 590 bytes on wire (4720 bits), 590 bytes captured (4720 bits) on interface 0 Ethernet II, Src: Polycom_48:ef:3b (00:04:f2:48:ef:3b), Dst: Broadcast (ff:ff:ff:ff:ff:ff) Internet Protocol Version 4, Src: 0.0.0.0 (0.0.0.0), Dst: 255.255.255.255 (255.255.255.255) User Datagram Protocol, Src Port: 68 (68), Dst Port: 67 (67) Bootstrap Protocol (Discover)
No. Time Source Destination Protocol Length Info 16 206.995873000 192.168.10.20 255.255.255.255 DHCP 351 DHCP Offer - Transaction ID 0x1e789653
Frame 16: 351 bytes on wire (2808 bits), 351 bytes captured (2808 bits) on interface 0 Ethernet II, Src: SuperMic_47:2e:f5 (00:25:90:47:2e:f5), Dst: Broadcast (ff:ff:ff:ff:ff:ff) Internet Protocol Version 4, Src: 192.168.10.20 (192.168.10.20), Dst: 255.255.255.255 (255.255.255.255) User Datagram Protocol, Src Port: 67 (67), Dst Port: 68 (68) Bootstrap Protocol (Offer)
No. Time Source Destination Protocol Length Info 17 237.994628000 0.0.0.0 255.255.255.255 DHCP 590 DHCP Discover - Transaction ID 0x1e789653
Frame 17: 590 bytes on wire (4720 bits), 590 bytes captured (4720 bits) on interface 0 Ethernet II, Src: Polycom_48:ef:3b (00:04:f2:48:ef:3b), Dst: Broadcast (ff:ff:ff:ff:ff:ff) Internet Protocol Version 4, Src: 0.0.0.0 (0.0.0.0), Dst: 255.255.255.255 (255.255.255.255) User Datagram Protocol, Src Port: 68 (68), Dst Port: 67 (67) Bootstrap Protocol (Discover)
No. Time Source Destination Protocol Length Info 18 237.995166000 192.168.10.20 255.255.255.255 DHCP 351 DHCP Offer - Transaction ID 0x1e789653
Frame 18: 351 bytes on wire (2808 bits), 351 bytes captured (2808 bits) on interface 0 Ethernet II, Src: SuperMic_47:2e:f5 (00:25:90:47:2e:f5), Dst: Broadcast (ff:ff:ff:ff:ff:ff) Internet Protocol Version 4, Src: 192.168.10.20 (192.168.10.20), Dst: 255.255.255.255 (255.255.255.255) User Datagram Protocol, Src Port: 67 (67), Dst Port: 68 (68) Bootstrap Protocol (Offer)
No. Time Source Destination Protocol Length Info 19 300.993276000 0.0.0.0 255.255.255.255 DHCP 590 DHCP Discover - Transaction ID 0x1e789653
Frame 19: 590 bytes on wire (4720 bits), 590 bytes captured (4720 bits) on interface 0 Ethernet II, Src: Polycom_48:ef:3b (00:04:f2:48:ef:3b), Dst: Broadcast (ff:ff:ff:ff:ff:ff) Internet Protocol Version 4, Src: 0.0.0.0 (0.0.0.0), Dst: 255.255.255.255 (255.255.255.255) User Datagram Protocol, Src Port: 68 (68), Dst Port: 67 (67) Bootstrap Protocol (Discover)
No. Time Source Destination Protocol Length Info 20 300.994031000 192.168.10.20 255.255.255.255 DHCP 351 DHCP Offer - Transaction ID 0x1e789653
Frame 20: 351 bytes on wire (2808 bits), 351 bytes captured (2808 bits) on interface 0 Ethernet II, Src: SuperMic_47:2e:f5 (00:25:90:47:2e:f5), Dst: Broadcast (ff:ff:ff:ff:ff:ff) Internet Protocol Version 4, Src: 192.168.10.20 (192.168.10.20), Dst: 255.255.255.255 (255.255.255.255) User Datagram Protocol, Src Port: 67 (67), Dst Port: 68 (68) Bootstrap Protocol (Offer)
No. Time Source Destination Protocol Length Info 21 301.995143000 0.0.0.0 255.255.255.255 DHCP 590 DHCP Request - Transaction ID 0x1e789653
Frame 21: 590 bytes on wire (4720 bits), 590 bytes captured (4720 bits) on interface 0 Ethernet II, Src: Polycom_48:ef:3b (00:04:f2:48:ef:3b), Dst: Broadcast (ff:ff:ff:ff:ff:ff) Internet Protocol Version 4, Src: 0.0.0.0 (0.0.0.0), Dst: 255.255.255.255 (255.255.255.255) User Datagram Protocol, Src Port: 68 (68), Dst Port: 67 (67) Bootstrap Protocol (Request)
No. Time Source Destination Protocol Length Info 22 301.996213000 192.168.10.20 255.255.255.255 DHCP 351 DHCP ACK - Transaction ID 0x1e789653
Frame 22: 351 bytes on wire (2808 bits), 351 bytes captured (2808 bits) on interface 0 Ethernet II, Src: SuperMic_47:2e:f5 (00:25:90:47:2e:f5), Dst: Broadcast (ff:ff:ff:ff:ff:ff) Internet Protocol Version 4, Src: 192.168.10.20 (192.168.10.20), Dst: 255.255.255.255 (255.255.255.255) User Datagram Protocol, Src Port: 67 (67), Dst Port: 68 (68) Bootstrap Protocol (ACK)
Message 1 of 2
1 REPLY 1
Polycom Employee & Community Manager

Re: Polycom phone not requesting DHCP offer

Hello Polyuserut,

welcome to the Polycom Community.

It is always useful to include the currently used SIP or UC Software version as issues experienced may already be addressed in a newer release.

Please also include if you are using a SIP server or a LYNC server

This also allows yourself and others to check against current software release notes.

The above is also stated in the "Read First: Welcome to the Polycom VoIP Forum"

Therefore the Polycom VoIP FAQ contains this post here:

Question: How can I find out my SIP UC Software Version or the BootROM Version of my Phone?
Resolution: Please check here

 

In addition we also have this post here:

 

Aug 24, 2015 Question:What basic network data is send and received by a Polycom phone?

Resolution: Please check this post => here <=

 

I would suggest you provide the relevant data, may upgrade to a currently supported Software aka 4.0.9 for SIP or 4.1.1AA for LYNC

 

You may need to contact your Polycom reseller in order to raise a support Ticket with Polycom directly.


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




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Please be aware:For questions about the type of support to expect please check here

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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.
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Message 2 of 2