question

2287 USA based users, 28 different sites,  3800 DID lines - all Polycom VVX500 phones

2018-10-23  It helps when you post in this forum - to detail what model of phone you are writing the request for info about.  It sounds like you may need to login to the web interface of the phone hardware and reset the SIP server for provisioning to the updated address.  

Doing this usually will allow the phone to pull its provisioning registration and firmware properly.

If it's a RingCentral provided phone it should be set to look to the provisioning server on their end automatically.  If not, you'll need to alter the phone settings to point it to RC for provisioning and support can assist.  If the provisioning settings are right but it's not connecting, it could be something related to the network (bad port, bad patch cable, port or firewall settings, QoS not enabled).  If you have another network port to try, you can eliminate that as a possibility by plugging the network cable into another port and see what happens.

2018-10-23 Our firmware 5.6 update for all our Polycom phones has been in process for 2 nights in a row. Out of over 2000 Polycom VVX500 handsets in our system,  a few have come up with registration errors during their firmware update and have needed to be manually reset the way I mentioned above by resetting the SIP server address in the phone hardware.  This is why I suggested looking at the phone's web interface and seeing if a reset would allow the phone to finish its registration process at the RC server side.