Polycom Trio 8800 Fails to Get DHCP Address

[Anonymous]

I have a pair of Polycom Trio 8800 phones that have worked perfectly now for over a year. In the last month or so, they simply stopped working. Given that they are in use for a pair of mini Zoom conference rooms, I've worked with Zoom tech support to try and get them back to working but with zero success.

The problem: when the phone powers on, it makes a DHCP request to get the normal set of IP parameters: address, SNM, GW, DNS servers. It never gets a response from the DHCP server. And with no network parameters, it obviously doesn't work.

Things tried. We've tried a number of different things to try and find out why the phone and the DHCP server are at odds with one another:

1. We have reset the phone to factory settings then did the minor configuration settings that Zoom requires for their SIP phones. Actually, we tried this several times but then remembers that "definition of insanity" maxim.
2. We took the phone off of DHCP and hard-coded its IP address, SNM, GW, and used Google's 8.8.8.8 and 8.8.4.4 addresses for DNS. It could never reach the Zoom SIP servers.
3. We unplugged the phone's network cable and plugged it into a Windows 10 Pro laptop. An IPCONFIG shortly thereafter showed proper IP parameters both for the laptop's WiFi and Ethernet connections. So I know the DHCP server saw the request from the laptop and it provided the right set of IP settings.
4. We had our network provider make sure the firewall had all the outbound IP addresses and associated ports open as required by Zoom. No change. Of course, if the DHCP request fails to supply parameters, it doesn't much matter what the firewall settings are.
5. Debugging is a tad difficult: the phones are in New York; I am in Dallas. And there are no IT folks in the New York office. So while I can get some help, it is definitely limited.

This is kind of a mystery. The phones worked perfectly for over a year then something changed. I'm just looking for suggestions on how best to resolve what should be a simple setup.

[SteffenBaierUK]

Hello @Bitflippper ,

Welcome to the Poly Community.

Both the communities Must Read First or Read 1st and if available 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.

Unfortunately, your post fell a bit short of the above-explained requirements and we kindly ask you, therefore, to ensure to read these sections and ensure a reply (not Edit!) provides as much detail as possible

Please ensure you familiarise yourself with the FAQs listed in my signature for your convenience.

In addition if this is an urgent issue I would suggest to contact Poly support directly as this community is run by volunteers.

From our FAQ:

Jul 31, 2020 Question: How can I troubleshoot a phone not getting an IP or DHCP issues?

Resolution: Try a manual IP => here <= or for DHCP logging check >here< and check LLDP or CDP => here <=

and

Dec 04, 2015 Question:How can I provision/upgrade the software via USB for the Poly Trio, CCX and/or Visual+?

Resolution: Please check this post => here <=

Combine the information from both and use a USB stick to troubleshoot this.

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

Best Regards

Steffen Baier