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Poly Phone Active But Still Asks to Activate

Updated: 03/25/2024

Symptom

Poly phone has been activated, but still displays an Inactive message.

Applies To

  • Poly Phones

Resolution

Update the Config File

In most instances, updating the config file on the phone will help resolve this issue.
  1. On the phone, go to Menu > Settings > Basic > Update Configuration.
  2. Select Update Configuration.
  3. The phone should reboot after the update.
If the phone is in Wi-Fi mode, try disabling it.
  1. On the phone, go to Home > Settings > Basic > Wi-Fi > Turn Off/On
  2. The phone will reboot and will auto-update the configuration 
If this does not resolve the issue, move on to further troubleshooting.

Further Troubleshooting

  1. Disable SPI/firewall and/or SIP-ALG on the router, which could prevent the phone from coming online.
  2. Try changing the Boot Server to Static in the phone's web GUI.
    • In web GUI navigate to Settings > Provisioning Server > DHCP Menu > Boot Server.
    • In the drop-down menu, select Static.
    • Click Save.
    • The phone should automatically restart, but if it does not, restart the phone manually.
  3. Try using an open/public DNS (208.67.222.222 or 8.8.8.8) as the primary DNS on the phone.
  4. Remove any devices from the PC port and power-cycle the phone.
  5. Power-cycle the network. See How to Power Cycle Network.

Cause

This issue is most likely due to one of the following issues:
  • Server address error
  • DNS
  • Network setup