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(Re)setting default network params on Soundpoint IP 331/450

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Occasional Contributor

(Re)setting default network params on Soundpoint IP 331/450

Due to Covid-19, we're shifted our office phone system from using a local Asterisk PBX to a cloud-based solution, so that staff can take their phones home.

 

This is succesful - the phones have been configured to register on the new cloud-based PBX, and they work fine: in the office.

 

However, we've been unable to use them on any other networks (we're using soft phones for now to work from home but it's not as satisfactory). We've realised that a long-departed technician set them up in an unusual way, which I think is connected to a VLAN.

 

The symptoms are that when we attempt to use them on our home networks, if asked to get their settings via DHCP, the phone nevers get past "Waiting for network to initialize".  At the hardware level, the ethernet is connected - a laptop connected to the PC port of the phone can use the network fine.

 

If we disable DHCP, and give the phones the IP address of the router, a subnet mask of 255.255.255.0, a suitable fixed IP, and a common DNS server (e.g. 8.8.8.8), the phone boots as if all is well. However, it doesn't register on the PBX; and for example never gets the time. Indications are therefore that it's not actually connecting to the internet.

 

(There's an inconsistency: on one occasion I've been able to ping the phone, and in fact access its web-based config page, although the phone cannot apparently access the internet; however I've not able to reproduce this with another phone on another home network.)

 

I found that VLAN Filtering was enabled, and disabled it - however this hasn't helped.

 

My guess is that if the phone had default network settings, it would find the DHCP server and just work. But I don't know if there's way to reset to these; or just to find out what the default settings are so that I can apply them one by one.

 

Any assistance, either to reset to default settings, or a suggestion of what specific settings might cause these symptoms, would be gratefully received!

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Polycom Employee & Community Manager

Re: (Re)setting default network params on Soundpoint IP 331/450

Hello @DWhite ,

 

Welcome to the Poly Community.

 

I would start with this:

 

Oct 10, 2011 Question: How can I reset / Factory default my Phones configuration?

Resolution: Please check => here <=

 

To move further I suggest you also share the software version as this depends on how we can try and provide help.

 

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

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

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Polycom Employee & Community Manager

Re: (Re)setting default network params on Soundpoint IP 331/450

Hello @DWhite ,

 

Welcome to the Poly Community.

 

I would start with this:

 

Oct 10, 2011 Question: How can I reset / Factory default my Phones configuration?

Resolution: Please check => here <=

 

To move further I suggest you also share the software version as this depends on how we can try and provide help.

 

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

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

View solution in original post

Message 2 of 3
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Occasional Contributor

teRe: (Re)setting default network params on Soundpoint IP 331/450

Hi Steffen,

 

Thank you for your reply. This did indeed fix it.

 

I'm not sure whether it was "Reset defaults > Reset Local Config" or "Reset defaults > Reset Dev. Settings" that did the job, but after doing both of them the phone picked up DHCP and got onto the network in the expected way.

 

Many thanks,

 

David

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