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Provisioned phone resets if DHCP isn't broadcasting

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Occasional Contributor

Provisioned phone resets if DHCP isn't broadcasting

We use DHCP to provision all of our phones and it works great to set the option to get the Provisioning Server.  Once that phone is provisioned and has it's config we've noticed that if you restart it and that DHCP option isn't there, the phone resets to factory default.  Is there any way to prevent that?  

 

The common issue for us is a phone is provisioned but then is taken to another network (i.e. home, a hotel, or other temp location) or we take a phone to a client to demo it.  The phone boots up, has the config for a few second, and then starts rebooting and going back to factory default.  We want the phones to remain "provisioned" so we can deploy updates when they are back on the "main network".  We also don't want a DHCP issue to cause phones to start "dropping off".

 

It really surprised me that a missing DHCP option would cause the phones to wipe out their config.  I'm hoping there's a way to change that behavior.


Thanks,

John

Message 1 of 4
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Highlighted
Polycom Employee & Community Manager

Re: Provisioned phone resets if DHCP isn't broadcasting

Hello John,


welcome back to the Polycom Community.

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

It would also help if you tell us what phone model you have.

This also allows yourself and others to check against current software release notes, Administrator Guides or FAQ post’s.

The above is also stated in the "Read First"

Therefore the Polycom VoIP FAQ contains this post here:

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

 

In addition did you ever report this to Polycom as instructed => 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

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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.

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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 4
Highlighted
Occasional Contributor

Re: Provisioned phone resets if DHCP isn't broadcasting

Sorry, I was in a rush to get the post out and forgot all the details assuming this is by design.

 

Phone models: VVX 500 and VVX 600.

UC Version: 5.5.1

 

The issue happens on previous UC versions but it is tested and verified to still occur on 5.5.1.

 

Regarding the Mar issue about 2 sip servers, we did report it but no resolution.  We'll re-engage and update that thread with any resolution.


Thanks,

 

John

Message 3 of 4
Highlighted
Polycom Employee & Community Manager

Re: Provisioned phone resets if DHCP isn't broadcasting

Hello John,

 

do you have any service reference for this from the Polycom end ?

 

In regards to your new issue. When the Polycom phone cannot find an DHCP server it simply will not fully boot aka it will not display all softkeys.

 

I would simple set the phone to a fixed IP and you should be fine for most networks.

 

Anything else requires a feature request as explained here including a business case:

 

Jan 03, 2013 Question: How can I request a change to the current Polycom SIP / UC 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 4 of 4