Hello Teksupport,
welcome to the Polycom Community.
Please reboot the units in Question and press setup when the countdown appears.
Use 456 as the Password
Go to the DHCP Menu
Check that the Boot Server is set to Custom+Opt.66
Above will allow your DHCP Server to provide the Phone with the URL for your provisioning Server.
Compare this setting with your working Phones and ensure that the DHCP Scope for the Phones in Question is using the same settings as the working Units
I would recommend a Wireshark Trace as shown => here <=
Get your IT Team to set up a spanned/mirrored Port or use a Hub and capture the whole boot up process and get the IT Team to analyze the Trace in order to see if the Polycom Device is sending the DHCP request and is being assigned the options from your DHCP Server.
If above shows that the Phone is provisioned with the correct Information you may want to contact your Polycom Reseller as they can open a Service Ticket with Polycom Support
Best Regards
Steffen Baier
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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.
Please also ensure you always check the VoIP , Video Endpoint , Microsoft Voice , PSTN or other FAQ's in the different sections
