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VVX 400 Unable to ping gateway

Occasional Visitor

VVX 400 Unable to ping gateway

Hello

I recently purchased a new VVX 400.  It is able to contact the DHCP server and I can ping other hosts in my network and those hosts can ping the phone.  However, it cannot ping the gateway.  I confirmed the gateway has the same netmask and that my other hosts can reach it without problem.  I do not have any kind of VLAN configured.

Any troubleshooting help is appreciated.

Message 1 of 9
8 REPLIES 8
Polycom Employee & Community Manager

Re: VVX 400 Unable to ping gateway

Hello @elfrio ,

 

Welcome to the Poly Community.

 

I am not really sure I understand your problem. Is the inability to ping your gateway in any form restricting you on using the phone? If yes then you did not make this clear.

 

We always ask for this:


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

This ensures the questions having to be asked are limited and any new or follow up post contains the right amount of details to ensure any voluntary participant within the community does not spend additional time chasing basic information.

As a reminder the basic information asked for:

 

  • Provide the exact Software Version of your Phone
  • Provide the Phone Model
  • Provide the Call Platform (aka openSIP,Teams, Skype for Business Online, Skype for Business on Premise, Lync)
  • Provide details if UC / SIP or ObiEdition
  • Additional Poly Infrastructure (RPRM,PDMS or BToE)
  • If applicable provide a backup of the phone in question

UC Software 4.0.0 or later via the Web Interface Utilities > Phone Backup & Restore > Phone Backup > Phone Backup. Please rename into .TXT or Zip the file to attach.
Since UC Software 5.9.0 simply provide this via the Web Interface Diagnostics > Download Support Information Package

  • If possible provide a Log and either attach them or use the Code Tag.Consult the Troubleshooting Section found within the FAQ if applicable
  • If possible provide the MAC Address or Serial of the device
  • Provide details for example if the issue is a day 1 issue or only happened after an upgrade or any other relevant details
  • For questions around Support please check here

 

Whilst providing some of these details may not directly impact any possible answer the community can provide, it does enable Poly to have an overview of the current software used. In addition, providing all details at the same time allow us to check logs or look up potential support partners if an issue needs to come into support. It also enables us to verify the entitlement for using features.


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

 

If you are unable to use the phone please work with your reseller.


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.

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

Best Regards

Steffen Baier




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and maybe answered on weekends, bank holidays or personal holidays.
Message 2 of 9
Occasional Visitor

Re: VVX 400 Unable to ping gateway

Oh, I should have started with I am unable to provision this phone.  During troubleshooting is when I realized I couldn't ping the gateway.

 

I took the phone home and connected to my internet.  I was then able to connect and provision.  I updated the phone software to the latest version and tested making and receiving calls, no problem.  I brought the phone back to work and I could not connect again.

 

I am trying to use Zoom, but I think this is more of a firewall problem.  I have the ports Zoom requires open and there are no VLANs in my network.

 

I purchased this phone new from Amazon, should I contact them for additional support?

Message 3 of 9
Polycom Employee & Community Manager

Re: VVX 400 Unable to ping gateway

Hello @elfrio ,

 

thanks for letting us know that this involves the Zoom Voice Service. In addition, we already provided you with there details:

 

  • 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.


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

Best Regards

Steffen Baier




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and maybe answered on weekends, bank holidays or personal holidays.
Message 4 of 9
Occasional Visitor

Re: VVX 400 Unable to ping gateway

The serial # is: 64167F978808.

Message 5 of 9
Polycom Employee & Community Manager

Re: VVX 400 Unable to ping gateway

Hello @elfrio ,

 

I see this sold via RELOGISTECHS. They are your Tier 1 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




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and maybe answered on weekends, bank holidays or personal holidays.
Message 6 of 9
Occasional Visitor

Re: VVX 400 Unable to ping gateway

Thank you, I will contact RELOGISTECHS.  Is that the end of troubleshooting through this community?

Message 7 of 9
Polycom Employee & Community Manager

Re: VVX 400 Unable to ping gateway

Hello @elfrio ,

 

As outlined in our minimal information you did not provide any of the requested details like a backup and/or a log so we cannot try and troubleshoot.

 

You also tested this as working from home so the phone is fine. Poly personal cannot provide free support via the community.

 

You can utilize the FAQ or Community search facility.

 

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

Best Regards

Steffen Baier




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and maybe answered on weekends, bank holidays or personal holidays.
Message 8 of 9
Occasional Visitor

Re: VVX 400 Unable to ping gateway

I think the phone is fine too. I will work with them.  Thank you!

Message 9 of 9