Cannot tick "Enable Polycom Touch Device" option in Polycom Group Series 310

mie
Advisor

Cannot tick "Enable Polycom Touch Device" option in Polycom Group Series 310

Hi, i cannot tick "Enable Polycom Touch Device" option in Polycom Group Series 310,

in the web configuration

 

 

Message 1 of 5
4 REPLIES 4
SteffenBaierUK
Polycom Employee & Community Manager

Re: Cannot tick "Enable Polycom Touch Device" option in Polycom Group Series 310

Hello @mie ,

 

Welcome back to the Poly Community.

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

This ensures the questions having to be asked are limited and any new or follow up post contains the right amount of details to ensure any voluntary participant within the community does not spend additional time chasing basic information.

As a reminder the basic information asked for:

  • Provide the exact Software Version of your Codec
  • Provide the Codec Model
  • Provide the Call Platform (aka openSIP,Teams, Skype for Business Online, Skype for Business on Premise, Lync or H.323)
  • Additional Poly Infrastructure (RPRM,PDMS,RPCS,RMX or CMA)
  • If possible provide a Log and either attach them or use the Code Tag.Consult the Troubleshooting Section found within the FAQ if applicable
  • If possible provide the Serial Number of the device
  • Provide details for example if the issue is a day 1 issue or only happened after an upgrade or any other relevant details
  • For questions around Support please check here

 

Whilst providing some of these details may not directly impact any possible answer the community can provide, it does enable Poly to have an overview of the current software used. In addition, providing all details at the same time allow us to check logs or look up potential support partners if an issue needs to come into support. It also enables us to verify the entitlement for using features.


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

Best Regards

Steffen Baier

 

----------------

If official support is required please check how to phone or open a case here

----------------
The title Poly Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 2 of 5
mie
Advisor

Re: Cannot tick "Enable Polycom Touch Device" option in Polycom Group Series 310

I'm using Polycom Group Series 310 and want to pair Polycom Touch Control. But the option to enable polycom touch device is blacked and cannot be select to "tick" . I have done upgrading and downgrading the software but it still stuck there. Please help me ASAP

Message 3 of 5
SteffenBaierUK
Polycom Employee & Community Manager

Re: Cannot tick "Enable Polycom Touch Device" option in Polycom Group Series 310

Hello @mie ,

 

Welcome back to the Poly Community.


You have not provided any of the above. If you need help ASAP contact our support team.

 

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

Best Regards

Steffen Baier

 

----------------

If official support is required please check how to phone or open a case here

----------------
The title Poly Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 4 of 5
mie
Advisor

Re: Cannot tick "Enable Polycom Touch Device" option in Polycom Group Series 310

  • Provide the exact Software Version of your Codec -  6.2.1.2-590033
  • Provide the Codec Model - Polycom RealPresence Group 310
  • Skype for Business and H323
Message 5 of 5