Basic Troubleshooting- HPBX-
Polycom VVX Phones
[email protected] | 866.847.1500 | Granite Telecommunications
DON’T HAVE DIAL TONE!
Is the phone powered on?
•If the power is not on, please have the site confirm that the connection is POE (Power Over Ethernet).
If they are not using POE, please confirm that the power brick is plugged in.
•If you take the phone and plug it into a different jack, does it act differently? It is best to check on a
jack where there is an already working phone (if they are unable to unplug it briefly). This will help
isolate the issue (is it the phone itself or is it the jack it is plugged into). Keep in mind the number
travels with the phone. Each phone has a MAC address,each number is associated with that MAC
address (the MAC addresses are located on the bottom of the phone). This means you could
essentially take a phone home and it would still have the same number.
•If the power is on and there is no dial tone, try rebooting the phone (pressing and holding 1,0,and 3 on
a Polycom phone).
Once all of these steps have been taken and the phone does not have dial tone, please reach out
to Granite’s NOC noting that all of the above steps were taken. This allows them to skip some basic
troubleshooting and begin looking into the real issues, getting the trouble resolved ASAP.
What does your screen show?
•If there is an X next to the number instead of a check mark then the phone is not on the network.
•Try rebooting the phone (pressing and holding 1,0, and 3 on a PolyComm phone)
•If this does not work (especially if it was just plugged in for the first time), try reopening the
Authentication window. This can be done from the Phones tab in the Admin portal. Either you or the
customer can do this. Once opened, have the customer reboot the phone again to see if it is able to
get on the network.
•If this doesn’t work, have them confirm that the jack is connected to the internet. Try moving the
phone to a jack that is confirmed as working to eliminate the site’s internet being down as the root of
the issue.
This is does not work, you can reach out to Granite’s NOC. They may advise a factory reset is the next
step. A site can do it themselves if they are comfortable by following the below steps. Keep in mind
the Authentication window will need to be opened for the phone to come back online during a factory
reset. This can be done via the Admin CommPortal. PDF directions available.
Factory resetting a Polycom device:
•Step 1: Hold 1-5-3 down until you hear a tone
•Step 2: Select “
Mode
” then option 3
•Step 3: Enter the password
•For first time use/phones that have not authenticated, use
456
•For authenticated phones, the password will be
!dm1npass
