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Polycom stuck in boot cycle
Occasional Contributor

Polycom stuck in boot cycle

Hi Folks,


I have looked for an answer to this but been unable to as of yet. We have a phone which has become stuck in a boot cycle since the file system was formatted.


After running traces, I noticed the phone is continually sending out DNS queries then reboots (as if it does not get the answer it required.


I redirected these queries to our voice server running wireshark (I did this by adding the voice server IP address as the DNS server in the DHCP scope the phone uses. Now the phone sends DNS queries to the call server and I can capture all the packets.



I have attached pictures of the trace. Does anybody know what the phone is testing for or trying to resolve? and is there a way around this as the phone shouldn't need to use DNS at all (the FTP server address is an IP address, not hostname)


Thank you in advance


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Polycom Employee & Community Manager

Re: Polycom stuck in boot cycle

Hello Steve,

as already reminded in your other post it is always useful to provide some information on the originally used software version and may the phone type in question as well.


Depending on the above we may be able to provide a reply in regards of the IP Address that is being looked up.


You did not provide any information if you have setup a local provisioning server to recover the unit back into a working state.

The community's VoIP => FAQ <= contains this post here:


Oct 7, 2011 Question: How can I setup my Phone / Provisioning / Download / Upgrade / Update / Downgrade Software?
Resolution: Please check => 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

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 2