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‎09-06-2020 02:46 PM

HP Recommended

So I feel fairly tech savy and have configured over 10+ phones with zero problems All Polycom... We opened new clinic and I ordered 3 new phone from amazon. I updated firmware and when I factory reset phone to provision ( all the new phones sort of Brick to a Generic User ID on the screen...I do a complete FACTORY reset which includes having to use the MAC address as password... And tried again and again and it provisions to a Generic user ID with a number after.. The phone I am looking at now says Generic User 8003???? I read online articles and some said if phone is to old they wont provision... The boxes say Manufactured 1/6/20 So dont think they are refurbished etc... Any ideas on what I am doing wrong??

1 REPLY 1

‎09-07-2020 01:10 AM

HP Recommended

Hello @scottyilk ,

 

Welcome to the Poly Community.

A good starting point to share with all of us would be the currently used software of the devices.

 

That way yourself and us could check the release notes for similar mentioned issues.

 

Also sharing the MAC address would allow us to look into the history of the device. As you purchased these from an Internet reseller it will be harder for you to get any support. If you share the MAC we can lookup who originally sold this unit and they are then your Tier 1 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

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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.
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