VVX500 does not use secondary DNS

Occasional Contributor

VVX500 does not use secondary DNS

My primary DNS server is a local DNS server and it's only intended to respond to lookups for local domains on the network.


The secondary DNS server is my router itself which forwards DNS requests to the ISP.


This seems to work fine with every device on the network, but the Polycom phones won't work. The log contains items such as


"DNS lookup failed for ztp.plycom.com"


"Could not find IP address for SNTP server"

(I've already changed my SIP server to an IP address so the phone works - I just can't set the time!)


When I do an nslookup in Terminal on any public domain, I get "Got recursion not available from, trying next server". Then it tries the secondary name server. It seems the Polycom phone is never trying the secondary name server! What's the point in having a secondary name server if it doesn't bother to use it if the first one fails?

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Polycom Employee & Community Manager

Re: VVX500 does not use secondary DNS

Hello Quarfie,

welcome to the Polycom Community.

The community's VoIP FAQ contains this post here:


Jan 28, 2013 QuestionTime and Date flashing or unable to set time correctly

Resolution: Please check => here <=


Above explains how to set a correct time server.


The message in regards the ztp server is caused by your DNS server being unable to resolve our zero provisioning FQDN.


In addition it is always helpful to provide at least the current software version you are using and maybe in addition the parameters you believe to be the correct ones to be used.


Other members of the community may reply if you post a wireshark trace but if you require support please follow the advise in my signature.


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


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.


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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
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