• ×
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
  • ×
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
Guidelines

Featured blog article:

Locked

‎02-28-2018 06:46 PM

HP Recommended

Hi - We purchased a used Soundstation 7000 and it seems to have a .cfg file that is overshadowing the phone from being able to boot from our Allworx system.  We have tried to point the phone to <removed by the moderator> in order to get a firmware upgrade and wipe the phone, but we have been unsuccessful. When we set the phone to go to that address it does not seem to find it upon reboot. We are doing this through the manual setup interface (putting in the boot server type, server type, and server address) as we are unable to access the normal phone menu (it seems to have disappeared).

 

We are also unable to use the web interface of the phone as the phone has not been issued an ip address from our system (since it can't find it). 

 

Any help would be appreciated. 

1 REPLY 1

‎03-01-2018 12:23 AM

HP Recommended

Hello @rspurlock,

welcome to the Polycom Community.

It is always useful to include the currently used SIP or UC Software version as issues experienced or a question asked may already be addressed in a newer release.

This also allows yourself and others to check against current software release notes, Administrator Guides or FAQ post’s.

The above is also stated in the "Must Read First" and is the absolute minimum requirement every new post should include. .

In addition providing us with this basic information gives Polycom an idea what Software Versions are used in the field and avoids wasting time trying to troubleshoot issues which have already been addressed.

Therefore the Polycom VoIP FAQ contains this post here:

Question: How can I find out my SIP or UC Software Version of my Phone?
Resolution: Please check here

 

This could have many reasons as the first that comes to mind is the unit being defective and cannot acquire a IP address due a hardware fault.

 

It could also be ZTP so to look at this I suggest you provide the relevant details and maybe the MAC address so I can check our records on the history of the device.

 

You could also setup a spanned port / port mirror and see if the phone tries to get an IP.


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

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
Was this reply helpful? Yes No
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation.
Didn't find what you were looking for? Ask the community
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.
-->