This is all outlined in detail hereĪgain the log you attached does not really show anything. If the unit is no longer within warranty please be prepared to Pay Per Incident / PPI. This may not be who you purchased the Polycom device from. 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. In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you.Įnd Customers are unable to open a ticket directly with Polycom support. If this is the case the fastest and quickest way is to work with your reseller to open a ticket. Please be aware that we are all volunteers so we may not be able to help or not in a manner of time your organisations needs it. It also enables us to verify the entitlement for using features. In addition providing all details at the same time allow us to check logs or look up a potential support partners if an issue needs to come into support. Whilst providing some of these details may not directly impact any possible answer the community can provide, it does enable Polycom to have an overview of the current software used.

For questions around Support please check here.

Provide details for example if the issue is a day 1 issue or only happened after an upgrade or any other relevant details.

If possible provide the MAC Address or Serial of the device.

If possible provide a Log and either attach them or use the Code Tag.Consult the Troubleshooting Section found within the FAQ if applicable.

Since UC Software 5.9.0 simply provide this via the Web Interface Diagnostics > Download Support Information Package

UC Software 4.0.0 or later via the Web Interface Utilities > Phone Backup & Restore > Phone Backup > Phone Backup.

If applicable provide a backup of the phone in question.

Additional Polycom Infrastructure (RPRM,PDMS or BToE).

Provide the Call Platform (aka openSIP,Skype for Business Online, Skype for Business on Premise, Lync).

Provide the exact Software Version of your Phone.

Hello below is what I usually post if someone forgets the important details: Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Question :How can I troubleshoot simple Skype for Business, LYNC or Office365 issues? Please ensure you always check the FAQ's and/or utilize the community search before posting any new topics or follow up post’s. Question: How can I find out my SIP or UC Software Version of my Phone? Therefore the Polycom VoIP FAQ contains this post here: Please therefore always post the exact complete build id. Stating the latest software does not help others when finding this post in days, weeks, months or years to come as they do not know what software mentioned was current at the time of writing.

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