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The Poly Phones Knowledge Base is live! We look forward to helping you with common issues and troubleshooting advice!
HP Recommended

I have purchased a Polycom VVX 1500 to use with my Asterisk server. For some reason, I can't ping the server on the phone or the phone on the server.

 

I have another Polycom phone (VVX 500) with the exact same connections which connects and registers successfuly. The TCP/IP parameters are identical on both phones. The UC Software Version is 5.4.3.2036 on both phones.

 

Both phones and my PC are connected to a switch. On the server, I can ping my PC and Polycom VVX 500, but not Polycom VVX 1500. 

 

Even connecting the phone directly to the server did not help!

 

Any suggestion would be truly appreciated!

4 REPLIES 4
HP Recommended

Hello nmadani,

welcome to the Polycom Community.

Is this a brand new VVX1500 or not ?

 

You may need to contact Support.

In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you. End Customers are usually unable to open a ticket directly with Polycom support.

If this is some sort of an Internet discounter please post either your phone's MAC address or your Polycom devices serial so I can look up who would be able to support you. This may not be who you purchased the Polycom 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

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
HP Recommended

Hello Steffen,

 

Yes, it is a brand new phone. It was purchased online from SHI International Corp.

 

The Mac address is 00:04:F2:4F:FD:88 and the serial number is 0004F24FFD88.

 

I would truly appreciate your help.

 

 

HP Recommended

Hello ,

As already outlined by our support team when you tried to open a Ticket you need to work with SCANSOURCE COMMUNICATIONS who sold this VVX back in 24/07/2017

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
HP Recommended

Just in case anyone experiencing the same issue is looking at this topic, my issue was caused by fail2ban on Asterisk blocking the phone's IP using iptables. Removing the IP ban resolved my issue.

† 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>.