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The HP Community is where owners of HP products, like you, volunteer to help each other find solutions.
HP Recommended

Hello, 

 

I am unable to provision my Soundstation IP 6000 to Genesys Cloud. I've tried matching the network configuration of my working VVX250 with no success. Log files attached. 

 

Any help you can provide is appreciated. 

 

Thanks, 

 

Nate 

4 REPLIES 4
HP Recommended

Hello @TechME1 ,

 

Welcome to the Poly Community.


Unfortunately, the log shows no real details apart from some SSL errors. As you have not shared any configuration and/or backup of such it's hard to assume what the problem is. In addition, the SSIP is running outdated software so ensure you update to 4.0.15.

 

Also what has this to do with ZTP as mentioned in the subject?

 

Jan 19, 2012 Question: How to troubleshoot Polycom VoIP related Issues?

Resolution: Please check => 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

------------------------------------------------
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.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
HP Recommended

Hi Steffen,

 

I appreciate your reply. I’m being told by Genesys the version of the software I am running on the phone is the highest supported by Genesys cloud. This is my first time troubleshooting Polycom phones with Genesys Cloud, so I appreciate your patience while learning the ropes. Based on your message, I have attached a backup copy of my phone. Please let me know if I should share additional information. Again, any help you can provide is appreciated. All of my other phones (VVX25), provisioned to Genesys Cloud using Polycom Zero Touch Provisioning with no manual intervention.

HP Recommended

Hello @TechME1 

 

We do not know what fails for you. Can the SSIP6000 not connect to the Genesys Server? Is Genesys support involved?

 

UC Software 4.0.15 has enhancements for TLS if I remember correctly. The official route would be to raise a ticket.


In order to raise a support ticket, you need to work with your Poly reseller as they may need to do this for you.

End Customers are usually unable to open a ticket directly with Poly support. Available End User Poly services offerings are detailed here

Ingram Micro ( USA ) HQ shows as the reseller for this SSIP 6000 and they can work with Poly 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

------------------------------------------------
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.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
HP Recommended

Genesys, as of October 2019, supports 4.0.14. You can have a later version but it might be downgraded once it successfully provisions. They have deprecated the TLS 1.1 over the summer and you will need to be on at least 4.0.13 to have TLS 1.2 support.


Currently, ZTP with Genesys only hands out the provisioning address, so that's not really a factor here.

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