How to clear phone configuration

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During our demo, some changes were made to my local Polycom phone that resulted in the phone being unable to be registered. In the interest of time, I wanted to factory reset the phone and associate it with RingCentral. The error I'm experiencing is Line Not Registered. No network or firewall changes have been made that would have interrupted communications with the RC network.

I've factory reset the phone and reentered provisioning information, but the problem persists.

I've removed the phone from the RingCentral site, factory reset the phone, and readded the phone to my extension. The problem persists.

I feel as if the incorrect configuration information in my phone is being saved up to RingCentral. Can anyone confirm if this theory is valid?

Any recommendations on how I can get my device back online and registered?

Thanks,
Elvis
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EPalombizio, Champion

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Posted 2 years ago

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2 years ago
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Nathan Malone, U.S. Tier 2 Support

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Hello Elvis,

Anything from RingCentral would have been cleared from the phone when you factory defaulted the phone. So I don't think it is a configuration thing at all.

I am guessing that the serial number is stuck somewhere on a demo account or the extension you are trying to use it on is not active. Could also be a device certificate issue or a firmware problem. As I would need some specific information off the phone we probably don't want to share here and I would most likely have to log into the phone through a screen share I would suggest giving our support number a call and talking like with a tech. 888-898-4591 Option 3 for tech support.

Thanks!
2 years ago
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EPalombizio, Champion

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Sounds good, just created a case. For what it's worth, firmware was updated to latest before the problem started and it was working just fine for weeks. We were trying to modify the configuration so I could disable chronological speed dial placement when things went south.

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