Hello @CAS.OPS ,
welcome to the Poly Community.
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)
- 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.
Maybe posting a backup from a working phone and the non-working phone may trigger someone in the community to help you.
The next step would be a support ticket.
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
<======== 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.
