Polycom IP 6000 won't connect to RingCentral server

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  • Updated 4 months ago
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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 10 months 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.
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Diversified Admin

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This is great if Ring Central will provide support.  If you're logged into their portal with your user ID and pw provide the extension of the account if you're no the primary admin you can't get assistance.  This isn't good for company's that use vendors to deploy their products and assist with registering to Ring Central.  You shouldn't have to jump through hoops to get support.  What should be a 20 minute task turns into a 3 day affair.  Put a dislike button on this page so I can voice my displeasure even more.  Then you can't even post your displeasure without using your account.  This stupid PC world and nobody wants their feelings hurt. Ring Central you're really letting me down with each click of the mouse and stroke of the keyboard.
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Cecile Glassy, Champion

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USA-based acct | 2287 Users | 3800 DID lines | 28 sites | all Polycom VVX500 phone handsets

That is the same issue we ran into when provisioning our IP 7000's which use the same type of self-signed certificates and sorry I had not seen this post from you earlier, I would have shared that info.


Join our unofficial RingCentral Admins User Group 
http://ringcentraladminusersgroup.org/index.html

(Edited)
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Diversified Admin

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Do you know how to remove the self signed certificate?
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Chris Francis

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I'm having similar problems with my IP5000. Do you know what was done to remove the self-signed certificate?
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Diversified Admin

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For the IP 7000 it came down to it wasn't actually a certificate issue.  The firmware was ancient and needed to be upgraded to a newer version.  I didn't have a polycom server to update the firmware myself so I had to go to the polycom site via the provisioning menu in the device.

http://140.242.64.35/4014

That will actually upgrade your device beyond what is used by ring central but once you register to RC your device will downgrade.  That's a solvable resolution if your issue isn't the certificate issue.