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 | |
|---|---|
Network Topology |
Please provide detailed information about the network pertaining to the RMX and IP scheme used. Example |
Detailed Problem Description |
Example:Client running M100 cannot connect to any meetings on customers RMX 4000, 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 attached the Faults.log, CDR, Loggers from the Period of the Problem, as well as my Ethernet Traces of the network environment. |
| Files Needed: | |
|---|---|
Faults Log |
Login as Support/Support, Click on System Alerts at the bottom of the page > Faults Full List > Save as Text |
CDR |
In the Web UI, Click on Admin > CDR > Select the days of Incident > Retrieve Formatted |
Logger Diagnostic Files |
Ethernet traces are essential in helping resolve suspect network related issues, such as one way audio/video, connection issues, audio/video quality issues etc. Please be sure to notate the IP addresses of all hardware involved when providing a trace. |
Ethernet Traces |
|
Info Collector from the time of the issue |
Serial Number Location
- Serial Number is located on a sticker in the upper left corner of the rear of the RMX
- Serial Number may also be obtained via the Web UI: Click Administration > Click License Information
- Serial Number is located on a sticker on the RMX
- Serial Number may also be obtained via the Web UI: Click Administration > Click License Information