Hello @beetroby,
welcome to the Polycom Community.
Both the community's Must Read First and the community's 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 Phone
- Provide the Call Platform (aka openSIP, Skype for Business, Lync)
- If applicable provide a backup of the phone in question
- 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 MAC Address or Serial of the device
- Provide details if the issue is a day 1 issue or only happened after an upgrade or any other relevant details
Whilst providing the answers to the above may not directly impact any possible answer the community can provide, it does enable Polycom to have an overview of the current software used in the field and allows us to look up potential support partners if an issue needs to come into support.
If this can be replicated using a currently supported software aka UC Software 5.8.1 or 5.8.0 please escalate this into support.
In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you.
End Customers are unable to open a ticket directly with Polycom support.
If this is some sort of an Internet discounter providing your MAC address or your Polycom devices serial will enable us to look up who would be able to support you. This may not be who you purchased the Polycom device from.
If the unit is no longer within warranty please be prepared to Pay Per Incident / PPI. This is all outlined in detail 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
Polycom Global Services
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If official support is required please check how to phone or open a case here
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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.
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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
