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VVX-D60 - Handset will not register

Highlighted
Occasional Visitor

VVX-D60 - Handset will not register

We just recently received a D60 to test on VoIP network and I can't get past the handset registering. It fails each time I try to get it to register. I've factory reset both the handset and the base and I get the same issue. It's almost as if the base doesn't respond when the find button is pressed. 

 

Also I can get into the advanced config on the phone. When I log into web config portal using the "Polycom"  and "456" password I get limited menu options at the top: Home, Settings, and Utilities. 

 

Here's the phone details: 

Base Station Information Base Model VVX D60 Part Number XY600012090 MAC Address 64:16:7F:04:03:A7 Package Version VVX-D60_DSW-97\0 Firmware Version P-1.5_Release

Message 1 of 13
12 REPLIES 12
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Polycom Employee & Community Manager

Re: VVX-D60 - Handset will not register

Hello Hostel_IT,

welcome to the Polycom Community.

Someone must have changed the password on the phone so you are unable to access the correct menus.

 

Also you have not told us yet what software version you have on the Phone as you need at least 5.4.3.

 

I suggest you work with whoever initially setup the phone.

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

Best Regards

Steffen Baier

Polycom Global Services

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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.

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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 2 of 13
Highlighted
Polycom Employee & Community Manager

Re: VVX-D60 - Handset will not register

Just to add to this you need a VVX phone to support the D60 as it does not work on its own
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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 3 of 13
Highlighted
Occasional Visitor

Re: VVX-D60 - Handset will not register

Thanks for the welcome! 

 

 

We purchased the VVX-D60, so it has a base and it was brand new, so I doubt the password was changed. Although stranger things can happen. The software version report by the handset is v0.7.41. Does this mean I need to upgrade the software? If so how do I do that? 

 

 

Message 4 of 13
Highlighted
Polycom Employee & Community Manager

Re: VVX-D60 - Handset will not register

Hello

In oder for the D60 to work you also need a compatible VVX phone

The D60 on its own will not work
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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 5 of 13
Highlighted
Occasional Visitor

Re: VVX-D60 - Handset will not register

 

I plan on using it with a VVX-500. 

 

Any ideas of the handset not registering with the base? Seems pretty easy to do but I can't get it to work. 

 

Message 6 of 13
Highlighted
Polycom Employee & Community Manager

Re: VVX-D60 - Handset will not register

Did you register the D60 with the VVX500 first?
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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 7 of 13
Highlighted
Advisor

Re: VVX-D60 - Handset will not register

I have have the same problem.

 

Can't register vvx d60 to my vvx 600.

 

Running firmware 5.6.0 on desk phone.

 

Reset both hand set and the base, but it just will not work.

 

I have the PC port on the vvx 600 plugged into the Lan port on the VVX D60 basestation

Message 8 of 13
Highlighted
Polycom Employee & Community Manager

Re: VVX-D60 - Handset will not register

Hello Iters

 

please open a support ticket

 

Replied via a mobile device

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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 9 of 13
Advisor

Re: VVX-D60 - Handset will not register

How does one open a support ticket?

Message 10 of 13