The most likely reason for the issue is that your phone is offline or cannot register to our network.
To double-check, please go to the Extensions page. If the dot next to the phone in question is not green, it means it's not registered. If it is green, click on it and check if you see a Polycom phone on the list.
Here are some examples of what you may see on the Extensions page:
- Ext 120 is online and has both Polycom Phone and mobile app registered.
- Ext 150 is online and has only the Polycom phone registered.
- Ext 463 is online and has only the Mobile app registered. If the user has a Polycom phone, it's currently offline and requires troubleshooting.
- Ext 117 is offline. No mobile app or Polycom phone is registered. This situation also needs some more troubleshooting.
Below are troubleshooting steps and possible scenarios for why the phone may not register properly.
1) The phone doesn't have a network connection
Please do the following on the phone itself. Have the customer go to Menu-> Settings ->Status -> Network -> Ethernet. Check if the LAN port says active. If it's not active, the network cable is either unplugged, plugged into the wrong port on the device, or not working.
Here is a picture of the phone ports. An Internet cable must be plugged into the Ethernet port, and a computer may be plugged into the Daisychain port.
Then check if the phone is actually getting an IP address by navigating to Menu-> Settings -> Status -> Network -> TCP/IP Parameters. Make sure that the IP address is not blank and valid.
If you confirm that the phone has a network connection, you can try to reset it to factory settings. Follow proper documentation for that.