• ×
    Information
    Windows update impacting certain printer icons and names. Microsoft is working on a solution.
    Click here to learn more
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
  • ×
    Information
    Windows update impacting certain printer icons and names. Microsoft is working on a solution.
    Click here to learn more
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
Guidelines
The HP Community is where owners of HP products, like you, volunteer to help each other find solutions.
HP Recommended

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!

1 ACCEPTED SOLUTION

Accepted Solutions
HP Recommended

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

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN

View solution in original post

2 REPLIES 2
HP Recommended

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

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
HP Recommended

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

† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.