Poly - Troubleshooting Tips

URL Calling Disabled

This indicates the device is not connected to a server to make calls.  Here are a few steps to troubleshoot this issue:
 

1. Verify the device is provisioned.
    
   • Poly VVX X50 - Provisioning Instructions
   • Poly VVX X01/X11 - Provisioning Instructions
   • Poly VVX X00/X10 Series - Provisioning Instructions
   • Poly Edge Series - Provisioning Instructions
   • Poly CCX - Provisioning Instructions
      
2. Ensure your network meets our Networking Guidelines

Boot Looping

Boot looping occurs when the device attempts to start up but instead reboots.  To attempt to resolve this issue:
 

1. Attempt to factory reset the device from the boot menu.
    
   • Poly Edge Series
   • Factory Reset by MAC
      

Half Ring

The half-ring issue on Poly phones is caused by security measures within the Poly firmware to filter out SIPViscious calls.  If the DNS server used by your network does not respond quickly enough the phone will reject the call.

Nextiva recommends using the Google DNS servers (8.8.8.8 and 8.8.4.4) and when provisioned, Poly devices will try to use these servers; however, some routers may override the preferred DNS server in the phone and force them to use what is set in the router.

If you continue to have issues with half-ring after making the above adjustments, contact Nextiva support for further troubleshooting.

Missing BLF

Customers who use large numbers of BLF to monitor other users on their accounts will occasionally have issues with some of their BLF data showing.  To address this:
 

1. Confirm your BLF is configured correctly. See Busy Lamp Field for instructions.
2. Ensure your network meets our Networking Guidelines

If your BLF is configured correctly and your network meets our guidelines there may be hardware limitations with your device.  Poly advises limiting BLF to the total number of line keys on the device; however, Nextiva has found that as long as you are not in a simultaneous ring environment Poly phones can handle at least 30 monitored users without issue.
 

Phone Rings When Extension in Presence (BLF) List is Called

This indicates the attendant ring setting is enabled on the phone to ring audibly.  To disable this from the phone:
 

1. From the phone menu, select Settings.
    
2. Select Basic Settings.
    
3. Select Ring Type.
    
4. Select Attendant Calls
    
5. Select Silent Ring.
    
6. Press the Back softkey to save the changes.
    

WebUI Not Loading Correctly

If the WebUI not loading correctly try the following:
 

1. Ensure the phone is on the same network as the computer, you can test this by trying to ping the phone from the computer.
    
2. Use the secure header when entering the IP (i.e. https://192.168.50.242).
    
3. Try another browser or incognito mode.
    
4. Check your browser for compatibility mode and enable it for the phone's IP address.
    

Not Picking up Correctly

If there are multiple users ringing on the phone, you will usually need to select a line to answer on the phone.  If only one user is ringing and the phone is not answering when the handset is picked up it may be due to the handset either being placed down incorrectly or the handset button being stuck.  You can test by following these steps:
 

1. Press and hold the handset lifter button.
   
   
    
2. Release it when a call comes in.
    
3. If the phone successfully picked up the call - the handset may not have been placed correctly.
    
4. If it’s still not picking up the call - try to press it a few times to see if it’s sticking.
    

Reverting to the Previous Provider's Configuration

If you are using a 3rd party device and it reverts to the previous provider after provisioning to Nextiva - it likely has ZTP (Zero Touch Provisioning) enabled to the previous service provider. To fix this issue:
 

1. Unplug the Ethernet cable.
    
2. Factory reset the device with the network cable unplugged.
    
   • Poly VVX X50 - Factory Reset Guide
   • Poly VVX X00 Series - Factory Reset Guide
   • Poly Edge - Factory Reset Guide
   • Poly CCX - Factory Reset Guide
      
3. Disable ZTP:
    
   1. Enter the menu.
       
   2. Select Settings.
       
   3. Select the Advanced option.
       
   4. Enter the admin password. The default password is 456.
       
   5. Select the Administration Settings option.
       
   6. Select the Network Settings option.
       
   7. Select the Provisioning Server option.
       
   8. Scroll down to the bottom and set ZTP to disabled.
       
4. Exit out of the menu, and when prompted choose the option to Save Config.
    
5. Plug the Ethernet cable back into the phone.
    
6. Re-provision the phone to Nextiva.
    

Fails to register while having the “Sign in” button on the screen

If a Poly phone has a “Sign in” button on the screen - it means that it’s using Skype for Business profile, not a generic 3rd party SIP provider.

You can adjust the profile the phone has by

1. Hold down the 1, 4, and 9 keys for 5-10 seconds.
   
   
2. Enter the admin password, by default this is 456.
   
   
3. Highlight Generic and press Select.
   
   
4. The phone will reboot to apply the change.

Duplicate IP Error

1. Determine if the device needs a static IP address or not. If static is needed, skip to step 4.
    
2. If the device does not need to be on a static IP, navigate through the settings menu (or boot menu if stuck on boot) to the DHCP settings and confirm the device is on DHCP - Setting Static IP On Polycom.
    
   1. If the device was not on DHCP, set it to DHCP and reboot. This will likely resolve the issue.
       
   2. If the device was already on DHCP, note the IP address it is assigned then power off the device.
       
3. While the device is powered off, ping the local IP address it was assigned from a computer on the same network.
    
   1. If there is a response, there is another device on the network using the assigned IP address. Your network administrator should be able to identify the device and either reserve that IP address for the device or assign a new IP address to the second device.
       
4. If the device needs to be on a static IP, check what address it is assigned, repeat step 3, and confirm that no other device on the network is assigned the IP address they want to give to the Poly device.
    
   1. If there is a device with that IP already, your network administrator needs to reserve the IP address for the Poly phone and assign a new IP address to the other device.
       
   2. If there is not a device with that IP already, have your network administrator ensure the static IP address for the Poly phone is outside your DHCP range or reserve the IP address specifically for that Poly device.

Switching from Skype mode on Polycom

Poly devices purchased from a third party may prompt for a password instead of provisioning like normal.  This indicates the device is configured for Skype mode.  To change to generic VOIP mode:

1. Press and hold the 1,4, and 9 keys on the device.
   
   
2. The phone will prompt for an admin password, the default is 456.
   
   
3. The phone will offer 2 options to select from: Generic and Skype.
   
   
4. Choose the Generic option.
   
   
5. The phone will reboot 
   
    

Caller ID Incorrect

If your poly device is incorrectly displaying the wrong Caller ID there are a few things that can cause this to occur:

• There is a contact stored in the directory with that phone number associated with it.  To fix this, correct or delete the directory entry.
  
  
• Cached information in call history:
  
  If the directory does not have an incorrect entry, the call history may have cached information in it that the phone is relying on.  To fix this issue, you will need to clear your call history.
  
  
  1. Open the directory.
     
     
  2. Select Recent Calls.
     
     
  3. Press the Clear button.