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New Polycom and Firmware Issues

  • 1.  New Polycom and Firmware Issues

    Posted 05-14-2019 16:12
    All, I may be just overlooking things, but please help me if you can. We had a customer purchase new VVX311s and the firmware shipped on them is 5.8.1.7278, however, I do not think this is the version that PureCloud supports. Will they need to do a file system format on all of these phones to get the correct version installed?  Phones are provisioning but not registering and we cannot access the Web Interface at all to pull logs off. 
    #Telephony

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    Angelia Harper
    Avtex
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  • 2.  RE: New Polycom and Firmware Issues

    GENESYS
    Posted 05-14-2019 17:18
    I have VVX300 phones using that same firmware version without issue, so it may be something else weird with the registering. You might turn on the Protocol Capture and Syslog functionality under Diagnostics on the Phone Trunk and reproduce the problem, then see what those logs show (if anything).

    A Reset to Factory might kickstart the phones, too...wouldn't hurt to try it on one.

    PureCloud Voice or local Edges? I forgot to ask.

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    George Ganahl CCXP, GCA
    Principal Technology Consultant
    Genesys
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  • 3.  RE: New Polycom and Firmware Issues

    Posted 05-14-2019 23:05
    Hi @George Ganahl, they are Voice, we have factory reset the phones, reset web config and local config, deleted the phones from the system, deleted the base setting and rebuilt it all. No dice. The strange thing is that we can't access the Web UI on the phones. ​

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    Angelia Harper
    Avtex
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  • 4.  RE: New Polycom and Firmware Issues

    GENESYS
    Posted 05-15-2019 10:01
    Go into the phone's Advanced Settings , Administration, Web Server Configuration and make sure it is Enabled. I think the Provisioning from PureCloud disables the web server.


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    George Ganahl CCXP, GCA
    Principal Technology Consultant
    Genesys
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  • 5.  RE: New Polycom and Firmware Issues

    Posted 05-15-2019 10:02
    @George Ganahl (face palm) they were Skype enabled phones - trying to register to Lync. All good! ​

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    Angelia Harper
    Avtex
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  • 6.  RE: New Polycom and Firmware Issues

    GENESYS
    Posted 05-15-2019 10:16
    HaHa! I never would have thought of that! Good catch! (Something to put in my notebook in case I ever run into it again.)

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    George Ganahl CCXP, GCA
    Principal Technology Consultant
    Genesys
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