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Article ID: 000032530
Last Modified Date: 08/19/2021
Access Level: Public

What information is needed to open a Service Request for Polycom Cloud Services

Polycom provides support to customers with valid support agreements. (In a valid support agreement, a Global Admin would have purchased the offering and will currently have access to the Activation codes.) Please gather as much information as you can to better assist troubleshooting, outlined in step 3.    
1. STEPS TO TAKE BEFORE OPENING A SUPPORT TICKET (Web SR):
  1. Prior to opening a Web SR:
    1. Browse the resources provided on the site – Documentation, FAQs, How-To’s.
    2. View the Polycom Cloud Services Status Page  to check if there is a known impact to one of the Cloud services.
  2. Obtain the customer “License Key” found in an email sent by Polycom or within https://webapp.plcm.vc
  3. Please review “What information is needed to open a Service Request for Polycom Cloud Services.”
 
2.  HOW TO OPEN A SUPPORT TICKET (Web SR)
  1. In a web browser, navigate to https://cloudsupport.polycom.com/Services .
  2. Click the “Service Requests” tab on the top toolbar.
  3. Log in using your support.polycom.com account or register for an account if needed.
  4. View the status of an existing Web SR or “Create New Service Request.”
  5. Enter the Serial Number/Activation Key field using the Customers License key and then click “Look Up.”
  6. Choose “click here” if you are creating a Service Request on behalf of an end customer.
  7. Complete the next 2 pages for contact information.
  8. Please review “What information is needed to open a Service Request for Polycom Cloud Services.”
  9. “Submit Service Request” when finished.
TIP – Be sure to log back in to check the ticket for updates!
You will receive an email stating your ticket has been updated. If Tier 1 needs more information, please log back in to provide additional data. Tickets will be closed after 3 days of inactivity/lack of response.
See Sections Below for instructions on key information to include depending on the Polycom Cloud Services you are submitting a Service Request on.
 
3.  REQUIRED INFORMATION TO TROUBLESHOOT ISSUES:
REALCONNECT SERVICE
Information required for issues occurring during a Call such as Content Sharing, Call Dropping / Unable to Connect
  • Description of Issue (describe what is happening)
  • Dial String Used
  • Type of Call (H323 or SIP)
  • Date and Time of Call (you are attempting to make)
  • Duration of the Call (how long it lasted)
  • Endpoint Used
  • Endpoint Software Version
  • Could they connect to the test number? Test Number is 7357@test.plcm.vc
  • Were there other Endpoints experiencing the same issue?  If so, what were the other Endpoints that were joining? (Model / Software version).
 Information required for issues occurring during Activation
  • License Number / Activation being used / Tenant ID (also known as UUID)
  • Confirm Global Admin access
  • Domain
  • Have they logged out and logged back in?
  • Have you refreshed the activation web page?
       The customer’s O365 Global Admin can view all tenant details at http://webapp.plcm.vc – please include this information in your service request.
 
REALCONNECT CLOUD RELAY
Prior to escalating ANY Cloud Relay issue, please ensure that we gather the following pieces of data:
  1. UUID of the Cloud Relay instance.  This is available both from the Cloud Relay server’s Support Tools > configuration menu as well as via the Polycom Cloud (https://console.plcm.vc )
                 
              
  1. A screen shot of the full output from the connectivity tester under Tools > Connectivity (NOTE: the user will have to scroll down with the arrow keys to see 100% of the output):
        
           
 
 
CLOUD ONE TOUCH DIAL (OTD)
 If there is a bug in the field, this information will be very helpful for troubleshooting:
  • Description
  • Include the ‘Status’ displayed on the OTD portal. 
  1. Log in to https://otd.plcm.vc using the admin Office 365 account
  2. Click on “ENDPOINTS” on the left Toolbar
  3. Locate the end point that is having issues
  4. Note what the ‘status’ of the end point
                    
 
  • Customer + Domain used for the Cloud Service Administration (if applicable) e.g., Polycom Inc., polycom.com
  • Endpoint make, model and software version. e.g., Polycom Group Series 310, Software Version: 6.2.0-11002
  • Calendaring Email Address e.g., room@polycom.com
  • RealConnect Relay software version (if applicable)
Note:  The RealConnect Relay is only required if the customer has Cisco end points.  Group Series and HDX end points do not require a Cloud Relay.
  1. Log in to https://console.plcm.cloud using the admin Office 365 account
  2. Click on “Device Management” on the left Toolbar
  3. Locate the cloud relay that is being used
  4. Note the software versions (There should be three versions showing)
    
  • Time (if applicable) and timezone e.g., Around 3pm PT
  • Calendar Event (if applicable)
    • Subject: My Test Event
    • Location: room
    • Body: Please join my meeting!
  • Logs from end points are required.  The default is DEBUG mode.
 
POLYCOM DEVICE MANAGEMENT SERVICE (PDMS)
 If there is a bug in the field, this information will be very helpful for troubleshooting:
  • Domain Name
  • Endpoints Affected - include models & SW versions
  • Timestamp (include time zone) of the problem
  • Description of any provisioned attributed affected
  • Description of the problem and if it relates to device monitoring or software upgrades