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Poly has joined the HP family! From August 7, 2023, Poly Support contact options will connect you to HP. This portal will be live until November, when we'll move to the HP Customer Support site.

Escalation Requirements

Information Needed  

Detailed Problem Description

Example: CX500 will drop calls after an hour into the conference, this has been recreated in the customer environment. This issue only happens over the customer internal network. I have sent a detailed description of the customers network environment, The date and times the issue started, as well as my troubleshooting steps to replicate the problem. I have tried to flash erase the phone by holding the # and * and reinstall the factory software. I have attached the Packet Capture.

Answer to general Questions that apply to all CX cases

  • What exactly is the issue (how does it present to the user)?
  • Version of Lync on the phone:
  • Version of Lync client on the PC
  • Version of Lync server, including updates:
  • What version were the phones on before the upgrade?
  • Are the phones local to the server or remote (subnet)?
  • How many phones have this issue and if they are beta or approved devices?
  • What changes were made on the Lync/Exchange server before the problem started occurring?
  • Provide logs from the Lync server (these logs are mostly encrypted and not viewable by us)

Questions more specific to login issues or issues where certain services are not available (like the calendar or messaging):

  • What steps are being taken to sign in on the phone (Tethers or PIN)? - What mode is the Exchange server service set to startup in? (see attached picture)
  • Please verify that the proper certificate has been set for Unified Messaging. (see second attached picture)
  • Please confirm that you have verified that the AutoDiscovery process is configured and running on the Lync server. (This can be verified by pointing your browser to:
  • https://(exchange server IP)/autodiscover/autodiscover.svc. The output will verify certain services are at least working.
  • Are you using wildcard certificates?
  • Please confirm that phone privileges have been activated on the Lync server for the accounts being used to sign in from the Lync Phone devices.


Files Needed  

Support Information


Packet Captures

Packet Captures are essential in helping resolve suspect network related issues. Packet Captures can be gathered with a laptop from a mirrored port on the switch. Provide a packet capture of the issue taken at the phone.

Files to Include

Provide logs from the Lync server (these logs are mostly encrypted and not viewable by us)

Date & Time of the incident

Include all the relevant information as far as the IP address of the product in question, who’s connected to whom and their IP address, when was the issues seen / heard etc.

Serial Number Location

Serial Number is located on the black sticker in the center rear of the CX Phone.