Plantronics + Polycom. Now together as Poly Logo

Visual+ and Trio 8800 picking up wrong IP address

Occasional Visitor

Visual+ and Trio 8800 picking up wrong IP address

So we have a number of Trio's and Visual+, the majority of them are working fine.


However I've had a few Visual+ and Trio's picking up the wrong IP address: 10.42.0.X


I managed to get the Trio's to pick up the correct IP but am really struggling with the Visual+.

I have no clue why it's picking this IP as it's not a valid range on our network.

I've double checked the DHCP server and the config on the network devices.


I tried rebuilding one of the Visual+ and it picked up the correct IP address and then it changes back to the wrong one.


We use Polycom Resource Manger but I havn't jumped much into the config.

Does the Visual+ pick up config from the Trio's?


Does anyone have any advise on where to look?

Message 1 of 3
Polycom Employee & Community Manager

Re: Visual+ and Trio 8800 picking up wrong IP address

Hello @BllackPython ,


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.

As you have not provided sufficient information it is hard to try and help. The Visual+, once paired to a Poly Trio, will be provisioned by the Trio.


Maybe start with some logs.

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 Poly 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. All posts and words are my own & do not represent the views of Employer.


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 3
Occasional Advisor

Re: Visual+ and Trio 8800 picking up wrong IP address

hai, I've had the same "problem". It is prolly because the VisualPro is, like the Trio, a phone with LLDP function. That means it searches voor VoIP network first (LAN in) and provides secondary connections to the subnet you actually want (LAN out).

to work around it, just disable LLDP. How? Browse to the IP of the Visual, go to

Admin Settings | Network | LAN Properties | LAN options | Enable LLDP > unselect.

your visual will get a new IP address within minutes.

Message 3 of 3