Troubleshooting; View Device Information; Testing Phone Hardware; Access Microsoft Teams Help - Polycom CCX Series User Manual

Troubleshooting

If you're having issues with your Poly phone, try the troubleshooting options and solutions in the following topics to
resolve certain issues.

View Device Information

View device information, such as the IP address, the unique MAC address, and software and application versions the
device is currently running.
Task
» Go to Settings > Device Settings > About to view the following device information:
• IP Address
• MAC Address (also called the serial number)
• Firmware Version
• Partner App Version
• Company Portal Version
• Teams Version
• Device Settings Version
• Admin App Version

Testing Phone Hardware

Perform diagnostic tests to troubleshoot your device.
Task
1 Go to Menu > Settings > Device Settings > Diagnostics.
2 Perform the following tests:
Test Option
Audio
Network
Touch
LED
Display

Access Microsoft Teams Help

You can access the Microsoft Teams help site through the phone's local interface or on the internet.
Task
» Do one of the following:
• On the phone, go to Menu > Settings > Help.
• In a web browser, go to

Enable Logging

Your system administrator may ask you to turn on logging to assist in troubleshooting. Logging stores information about
events that take place on the phone, such as placing a call.
Microsoft Teams help center.
Description
Test the speakerphone, handset, USB headset, or Bluetooth
headset microphone and speaker.
Test the phone's network connection using netstat and ping.
Test the phone's touchscreen by drawing lines.
Test the phone LEDs by blinking LEDs not currently illuminated.
Tests the phone's display by cycling through primary and
secondary colors.
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