resolve the problem, the server might be down. Contact Polycom Support to learn the
server status.
Knowledge Base
For more troubleshooting information for your RealPresence Group Series system, you can search the
Knowledge Base at Polycom Support.
Before You Contact Polycom Technical Support
If you are not able to make test calls successfully and you have verified that the equipment is installed
and set up correctly, contact your Polycom distributor or Polycom Technical Support at Polycom Support.
Enter the following information about your RealPresence Group Series system, then ask a question or
describe the problem. This information helps us to respond faster to your issue. In addition, please
provide any diagnostic tests or troubleshooting steps that you have already tried.
Locate the System Serial Number
You can view the system serial number on the local interface of the RealPresence Group Series system.
Procedure
» To locate the system serial number (14 digits), go to Settings > System Information >
Information > System Detail or locate the number on the back of the system.
Locate the Software Version
You can view the software version on the local interface of the RealPresence Group Series system.
Procedure
» To locate the software version, go to Settings > System Information > Information > System
Detail.
Locate Active Alert Messages
You can view the active alert messages on the local interface of the RealPresence Group Series system.
Procedure
» To locate the active alert messages, go to Settings > System Information > Status > Active
Alerts for messages generated by your system.
Locate the IP Address and H.323 Extension Settings
You can view IP Address and H.323 extension settings on the local interface of the RealPresence Group
Series system.
Troubleshooting
Polycom, Inc. 290
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