Since applying the latest firmware to a Polycom CX3000 it will no longer sign in as it says it displays

"Cannot connect to the network. Check your network connection to ensure that it is connected to the right port. Retrying..."

It was working fine prior to the the update applying.

When looking at the System Information screen it has no details for IP Address,, Subnet Mask, Gateway Address, DNS Server or VLAN ID.

Even restoring the CX3000 back to the factory defaults with the 4 + 6 keys on powerup won't get it connected to the network again.

Did you try downgrading to older firmware again?
Is this happening just on cx3000?

Hi Matt

Yes, doing the Factory reset puts it back to 4.0.7577.4066, but it still will not connect to the network, just continues to say "Retrying". My Polycom CX600 upgraded fine, just the CX3000 has gone wrong.

I notice that after I upgraded Microsoft removed the 4.0.7577.4366 (December) from the Lync Resource Centre and reverted the link to the (June) version, I guess they found this problem with it.

actually i dug into this and the reason the CU pulled for polycom was a display issue on some devices, not connectivity. a fix is in the works for that issue.

verify that this device doesn't actually have a connectivity issue. (cat5/switch port/vlan misconfig/etc) ideally plug it into a port of know working device to eliminate.

Hi, I disconnected my working CX600 and used its network cable for the CX3000, but it still says there is a network issue. The CX3000 does not pick up any network details at all now, even though it has gone back to the factory default of version 4.0.7577.4066.

Hi,

Have you multiple CX3000 phones? Does the issue happen for all CX3000 Phones?

Please refer to Jeffs blog to troubleshoot the Lync phone issue:

http://blog.schertz.name/2012/03/troubleshooting-lync-phone-edition-issues/

Note: Microsoft is providing this information as a convenience to you. The sites are not controlled by Microsoft. Microsoft cannot make any representations regarding the quality, safety, or suitability of any software or information found there. Please make sure that you completely understand the risk before retrieving any suggestions from the above link.

Hi

No we only have one CX3000 and this device was working perfectly until the 4.0.7577.4366 update applied, then after it rebooted the problem started. I will have a look at Jeff's blog, but this problem didn't exist until the firmware update.

The CU7 package for the Polycom Aries phones (CX500/600/3000) has been re-released as version .4372 and I suggest installing the latest version to see if this resolves your issue.

http://support.microsoft.com/kb/2737911

The new CU7 successfully applied to the CX3000. Thanks for everyones help.

I have a similar issue where my phone just sit at connecting to Lync Server.  If it reset them back them back the login fine and if I apply any other update there is not an issue.  The problem only happens with .4372 and the release before.  I am using cx600 phones.

We did reboot our Lync Edge Server as well, and we had a building powerdown, so our Network Switch was also rebooted. It successfully logged in after this.

I found the cause of our issue, the subnet has run out of free IP addresses, this was preventing our Lync Device connecting, it just happened to coincide with when the update to the firmware applied.

We had the same issue again today with a CX600 Lync Phone, freeing up and IP address on the subnet then let the CX600 connect.

I have plenty of free IPs and as soon as I downgrade teh FW it logs straight back in unfortunatly.

Did you use the new latest Firmware .4372 as Jeff mentioned?

Yes, our devices are now on 4372, and working correctly, including the new Music on Hold feature.

sure am.

Just doing a couple of more tests and now get a sign error telling me the domain is not avalible but the phone seems to think my username is the domain.

Try to reset the Phone with * an # and connect again.

Maybe some wrong DHCP Settings are s

Already tried that unfortunatly no luck.

We have sometimes the same experiences with some firmware because we use for voice a vlan configuration.

It looks like some cisco port configuration for DHCP security are wrong on some ports for the P

We are experiencing a similar issue with a Polycom CX3000. We are trying to login with a user called "Conference", but the firmware seems to interpret this as the domain name. See the image below.

Before we upgraded to the new firmware / Lync Server 2013, the phone used to work like a charm.

This issue has also already been reported to Polycom, but since multiple people are experiencing the same issue, and the software is developed by Microsoft, they advice to raise a ticket with Microsoft.

See also the thread in the Polycom community: http://community.polycom.com/t5/VoIP/CX-600-3000-issue-with-CU-7-and-above/m-p/39934/highlight/false