Unable to connect to network

[SteffenBaierUK]

Hello @jim.harris ,

Both the communities Must Read First and the FAQ reference the basic minimum information a new or follow up post should contain.

As you did not specify the model of phone you are using I assumed this is about a VVX.

Stating the latest software does not help others when finding this post in days, weeks, months or years to come as they do not know what software mentioned was current at the time of writing.

EDIT: 5.9.0 is the latest Trio software

I already posted instructions on what logging levels we would need to see to be able to advise.

if this is not possible I also posted instructions on how to get help via the reseller.

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

Best Regards

Steffen Baier

Please ensure you always check the FAQ's and/or utilize the community search before posting any new topics or follow up post’s.

In order to raise a support ticket you need to work with your Poly reseller as they need to do this for you.

End Customers are 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

[Anonymous]

Polycom Trio 8500 Software 5.9.0.10869 Firmware 5.7.2 MAC: 64167f1dd03b Not getting DHCP

[SteffenBaierUK]

Hello @jim.harris ,

Are you sure the Mac of the device is right?

I can find 64167F1DD03A and 64167F1DD03C in our system but not your 64167F1DD03B

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

Best Regards

Steffen Baier

[Anonymous]

My apologizes the correct MAC is 64167F1DD03A

[SteffenBaierUK]

Hello @jim.harris ,

I can see a ticket was opened as 1-12235327961 yesterday. SCANSOURCE INC who sold this unit in 20/08/2018 is usually your Tier 1 support.

I suggest you download the Firmware package, unzip this on a USB Stick, Factory reset the unit and place the USB stick into the Trio and follow the prompts.

Once the unit has upgraded or rebooted you should find the 64167F1DD03A-app.log on the USB stick. This would give us some information about what the issue is you are facing.

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

Best Regards

Steffen Baier

[Anonymous]

Polycom Trio 8500 Software 5.9.0.10869 Firmware 5.7.2 MAC: 64167f1dd03a Not getting DHCP These phones already have the updated firmware and software.

[SteffenBaierUK]

Hello @jim.harris ,

Please follow the instructions provided on how to get a log via USB.

If all fails work with Scansource on the support.

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

Best Regards

Steffen Baier

[Anonymous]

I am having same issue 

had talk with scan source but they could not help as they are saying this is network issue.

also have vvx phone getting ip no issue.

please anyone able to resolve this yet.

thanks.

[SteffenBaierUK]

Hello @ypatel-sid ,

welcome to the Poly Community.

throughout this post, I have tried to provide some simple troubleshooting tips.

If you are unable to follow this or if they are not applicable to your issue please go ahead as already outlined and open a ticket. This needs to come into support or we are unable to try and attempt to fix this.

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

[Anonymous]

We have Polycom phones WX250 that won't connect to WiFi; they stay forever in the connecting mode.  Serial Number 64167F7B2E40, MAC:  9C:AD:EF:FD:6E:91

Any help you can provide would be greatly appreciated.