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Unable to connect to network

Highlighted
Polycom Employee & Community Manager

Re: Unable to connect to network

Hello @jim.harris ,

 

Both the communities Must Read First and the FAQ reference the basic minimum information a new or follow up post should contain.


As you did not specify the model of phone you are using I assumed this is about a VVX.


Stating the latest software does not help others when finding this post in days, weeks, months or years to come as they do not know what software mentioned was current at the time of writing.

 

EDIT: 5.9.0 is the latest Trio software

 

I already posted instructions on what logging levels we would need to see to be able to advise.

 

if this is not possible I also posted instructions on how to get help via the reseller.


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

Best Regards

Steffen Baier


Please ensure you always check the FAQ's and/or utilize the community search before posting any new topics or follow up post’s.

In order to raise a support ticket you need to work with your Poly reseller as they need to do this for you.

End Customers are unable to open a ticket directly with Poly support.

If this is some sort of an Internet discounter providing your MAC address or your Poly devices serial will enable us to look up who would be able to support you. This may not be who you purchased the Poly device from.

If the unit is no longer within the warranty please be prepared to Pay Per Incident / PPI. This is all outlined in detail 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

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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.

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

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 11 of 19
Highlighted
Occasional Advisor

Re: Unable to connect to network

Polycom Trio 8500 Software 5.9.0.10869 Firmware 5.7.2 MAC: 64167f1dd03b Not getting DHCP
Message 12 of 19
Highlighted
Polycom Employee & Community Manager

Re: Unable to connect to network

Hello @jim.harris ,

 

Are you sure the Mac of the device is right?

 

I can find 64167F1DD03A and 64167F1DD03C in our system but not your 64167F1DD03B

 

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
Message 13 of 19
Highlighted
Occasional Advisor

Re: Unable to connect to network

My apologizes the correct MAC is 64167F1DD03A
Message 14 of 19
Highlighted
Polycom Employee & Community Manager

Re: Unable to connect to network

Hello @jim.harris ,

 

I can see a ticket was opened as 1-12235327961 yesterday. SCANSOURCE INC who sold this unit in 20/08/2018 is usually your Tier 1 support.

 

I suggest you download the Firmware package, unzip this on a USB Stick, Factory reset the unit and place the USB stick into the Trio and follow the prompts.

 

Once the unit has upgraded or rebooted you should find the 64167F1DD03A-app.log on the USB stick. This would give us some information about what the issue is you are facing.


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
Message 15 of 19
Highlighted
Occasional Advisor

Re: Unable to connect to network

Polycom Trio 8500 Software 5.9.0.10869 Firmware 5.7.2 MAC: 64167f1dd03a Not getting DHCP These phones already have the updated firmware and software.
Message 16 of 19
Highlighted
Polycom Employee & Community Manager

Re: Unable to connect to network

Hello @jim.harris ,

 

Please follow the instructions provided on how to get a log via USB.

 

If all fails work with Scansource on the support.

 

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
Message 17 of 19
Highlighted
Occasional Visitor

Re: Unable to connect to network

I am having same issue 

had talk with scan source but they could not help as they are saying this is network issue.

 

also have vvx phone getting ip no issue.

 

please anyone able to resolve this yet.

 

thanks.

Message 18 of 19
Highlighted
Polycom Employee & Community Manager

Re: Unable to connect to network

Hello @ypatel-sid ,

 

welcome to the Poly Community.


throughout this post, I have tried to provide some simple troubleshooting tips.

 

If you are unable to follow this or if they are not applicable to your issue please go ahead as already outlined and open a ticket. This needs to come into support or we are unable to try and attempt to fix this.


In order to raise a support ticket, you need to work with your Poly reseller as they may need to do this for you.

End Customers are usually unable to open a ticket directly with Poly support.

If this is some sort of an Internet discounter providing your MAC address or your Poly devices serial will enable us to look up who would be able to support you. This may not be who you purchased the Poly device from.

If the unit is no longer within the warranty please be prepared to Pay Per Incident / PPI. This is all outlined in detail 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

----------------
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 19 of 19