Polycom IP 6000 won't connect to RingCentral server

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We recently moved to RingCentral from another provider. As part of that move, we ordered some desktop phones from RingCentral which were preconfigured and we had no trouble getting them up and running. However, we have a Polycom IP 6000 that we were using previously that we are also trying to set up. We assigned a RingCentral number to the phone (a limited, voice only extension) and walked through the Assisted Provisioning steps. Specifically, we:

1. Within Provisioning Server->DHCP menu, we set the Boot Server to Static
2. Within Provisioning Server menu, set the Server Type to HTTPS
3. Set the Server Address to pp.ringcentral.com/pp
4. Left Server User and Server Password blank
4. Saved and rebooted

I don't get any error when the phone boots up. But, it doesn't show as being online in the RingCentral Admin app, and I can't make (or receive) any calls.


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SecrtAgnt

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Posted 2 weeks ago

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Jeff Stucki

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Could be an issue with the firmware of your Polycom. I know we had to rollback our firmware to a previous version for our Polycom IP 6000 to work. I don't recall which firmware version was required but support should be able to help.
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SecrtAgnt

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We are on the latest firmware - 4.0.11. Maybe we need something older then?


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Jeff Stucki

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Yes, latest version didn't work for us. We rolled back to 4.0.9.1191 and it works like a charm.
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SecrtAgnt

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I will give that a try and report back. Thanks!
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SecrtAgnt

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We were actually on firmware 4.0.14 (I mistyped before), but we've now downgraded to 
4.0.9.1191. Unfortunately, the phone still isn't registering correctly. 

When I look at the phone log, I do see a number of entries that look like they might be problematic. I've pasted the log below (with our MAC address redacted). Any insights would be appreciated!

000050.532|sip  |*|03|Fast Boot Measurement Point: Ready for Call, uptime: 50.532 sec.
000050.534|app1 |*|03|Ctx [0] Registered [false]
000050.535|app1 |5|03|Corporate directory instance does not exists.
000050.544|dns  |4|03|doDnsLookupForList: given NULL hostname in task 0x12f0000
0131133030|copy |*|03|Server 'pp.ringcentral.com' said 'pp/[MAC-redacted]-directory.xml' is not present
0131133030|utilm|4|03|uBLFCompressed: File /ffs0/local/local-directory_xml.zzz does not exist or is empty
0131133030|cfg  |4|03|Edit|Error 0x2 loading local cfg /ffs0/local/local-directory_xml.zzz
0131133030|copy |*|03|Server 'pp.ringcentral.com' said 'pp/000000000000-directory.xml' is not present
0131133030|utilm|4|03|uBLFCompressed: File /ffs0/local/local-directory_xml.zzz does not exist or is empty
0131133030|cfg  |4|03|Edit|Error 0x2 loading local cfg /ffs0/local/local-directory_xml.zzz
0131133031|copy |*|03|Server 'downloads.polycom.com' said 'voice/software/UC_Software_4_0_9_N_release_sig_split/3111-15600-001.updater.ld' is not present
0131133031|cfg  |*|03|Prov|Starting to update 
0131133031|copy |*|03|Server 'downloads.polycom.com' said 'voice/software/UC_Software_4_0_9_N_release_sig_split/updater.ld' is not present
0131133031|cfg  |*|03|Prov|Starting to update 
0131133031|cfg  |*|03|Prov|Starting to update 
0131133032|copy |*|03|Server 'pp.ringcentral.com' said 'pp/[MAC-redacted].cfg' is not present
0131133032|copy |*|03|Server 'pp.ringcentral.com' said 'pp/000000000000.cfg' is not present
0131133032|cfg  |4|03|Prov|Download of master configuration file failed
0131133032|cfg  |4|03|Prov|Trying to boot from existing configuration
0131133032|cfg  |*|03|Prov|Finished updating configuration
0131133032|copy |*|03|Server 'pp.ringcentral.com' said 'pp/[MAC-redacted]-boot.log' is not present
0131133032|log  |4|03|UtilLogC::uploadFifoLog: upload error. protocol 0 result = -1
0131133033|copy |*|03|Server 'pp.ringcentral.com' said 'pp/[MAC-redacted]-app.log' is not present
0131133033|log  |4|03|UtilLogC::uploadFifoLog: upload error. protocol 0 result = -1
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Jeff Stucki

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I'd check with a RingCentral implementation specialist. They were helpful for us.
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SecrtAgnt

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Just to update and close out the thread... we ended up working with an implementation specialist. Those guys are great! The problem was that our IP6000 had a self-signed certificate which RingCentral doesn't support for assisted set up. The guy we spoke with figured that out within a couple of minutes, and in another few minutes had the phone manually provisioned and ready to roll.