Resource Manager DHCP discovery for Endpoints

[geirisaem]

Hello,

I'm running Resource Manager version 10.4.0.38. The Trio 8500 software version is 5.7.1.4095.

I have configured the DHCP with Option 161 and the string is "http://serverip//phoneservice/configfiles".

After I renewed the lease for the Trio on the DHCP it pops up in the Resource Manager but it does not a "Dial String" address like the other Trio's that I have manually configured with the Provisioning server string.

The Resource Manager also reports the device going offline after few minutes and I get a "Heartbeat Timeout" error. See screenshot.

Hope that you can assist me with this since I'm hoping not having to input this Provision server string manually on all the Trio's that we have on our network.

[SteffenBaierUK]

Hello @geirisaem,

welcome to the Polycom Community.
As you have not attached any backups and obscured your MAC addresses we are unable to check if the Trio in question is a Skype for Business SKU aka -019 or not. This will affect if it looks for DHCP Option 160 or 161.

The "normal" VoIP FAQ has these posts:

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

Resolution: Please check => here <=

Dec 06, 2017 Question: What could cause heartbeat issues on a RealPresence Resource Manager RPRM using Polycom phones?

Resolution: Please check => here <=

Testing this briefly in my Lab with a Trio running UC Software 5.7.1 Rev AB and RPRM 10.4 from factory default shows up with a Dial String after discovering RPRM via DHCP option 161 and signing into it Skype for Business.

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

[geirisaem]

Hi Steffen,

The MAC address for Trio 8500 in question is "64167f1d4ed0"

I'm using option 161 on the DHCP for the Provisioning. Is it a requirement to have option 2 (time offset) and option 42 (NTP server) configured on the DHCP in order to get everything working with the Provisioning on the Resource Manager?

Attached is a screenshot of how the Scope Option is on our DHCP.

[SteffenBaierUK]

Hello @geirisaem,

The MAC shows this is a -019 SKU and this should use Option 161.

Please contact your reseller on this as this "should" work fine.

End Customers are unable to open a ticket directly with Polycom support.

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

Best Regards

Steffen Baier

Polycom Global Services

[geirisaem]

Could this be related to certificate issue or HTTP vs HTTPS problem?

I have added Option 42 and Option 2 but that did not make a difference.

[SteffenBaierUK]

Hello @geirisaem,

None of this has anything to do with your issue. You can try and get people in the community to help you troubleshoot this or escalate this via the official channels.

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

[santiago.sayago]

Hi, try this..

PROVISIONING SERVER

Server Type: HTTP

Server Address: http://FQDN/phoneservice/configfiles

Server User: PlcmSpIp

Server Pass: PlcmSpIp

File Transmit Tries: 3

Retry Waits: 1

DHCP MENU:

Boot Server: Static

Boot Server Option: 161

Boot Server Type: IP Address

Option 60 Format: ASCII String

[geirisaem]

Hi Santiago,

I have tried this but no dice. I still see the Trio 8500 but the dial string is missing and after few minutes it shows as offline. I have few Trio 8800 on the same network and they all work fine with the same DHCP setting.

[SteffenBaierUK]

Hello @geirisaem,

The official next step would be a Polycom Service Request via your 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

Polycom Global Services

[geirisaem]

Hi Steffen,

I think I might be missing the Phone State Polling password. I checked on the other Trio 8800 and they have user name "test" and some password that was filled in automatically once I set the Provisioning server manually. Do you have any idea what that password might be or where I can find it on the RPRM?