Poly Resource Manager can't find Trio after factory restore on the phone

[WWLM]

I'm moving some Trios from one site to another in our enterprise environment.  I was trying to wipe everything and send it to the site, so we could set it up from scratch there. 

First, I deleted the Trio 8800 (5.9.5.2830) in PRM.  Then did a factory restore on the phone.  After this, PRM doesn't seem to see it to provision the device any longer.  Its home screen is wanting me to manually log set it up.  PRM version is 10.9, I believe.  This has happened a few times lately and not sure what needs to be changed.  We have 1200 Trios in our environment.  Thoughts?

[SteffenBaierUK]

Hello @WWLM ,

Welcome to the Poly Community.

From our VoIP FAQ:

Dec 06, 2017 Question: Is there an FAQ for RealPresence Resource Manager RPRM to provision Poly or Troubleshoot phones?

Resolution: Please check => here <=

Do you have a DHCP option 160 and 161 set up in your network?

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

Best Regards

Steffen Baier

[WWLM]

Yes, DHCP and option 161 are good.  We have 1000+ that are good and can be seen.  When I factory restore a phone though, it looks like I have to manually set up the phone, which should be PRM doing that. 

[SteffenBaierUK]

Hello @WWLM ,

The phones may be openSIP hardware aka they only look for option 160 instead of 161

The logs of the phone should tell. Set the following after a factory restore and enabling the Web Interface if needed:

Settings > Logging > Global Settings > Global Log Level Limit > Debug

Settings > Logging > Global Settings > Global Log Level Limit > Log File Size (Kbytes) > Trio or CCX 10240

Settings > Logging > Module Log Level Limits > DHCP Client > Event 1

Reboot the phone and check the logs or attach them 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