As of August 29, 2022, HP Inc. completed the acquisition of Poly. For HP product support, please visit the HP Customer Support site.
Escalation Requirements
| Information Needed | |
|---|---|
Network Topology |
Please provide detailed information about the network pertaining to the RMX and IP scheme used. Example |
Detailed Problem Description |
Example:Client running M100 cannot connect to any meetings on customers RMX 4000, this has been recreated in the customer environment. This issue only happens over the customer internal network. I have sent a detailed description of the customers network environment, The date and times the issue started, as well as my troubleshooting steps to replicate the problem. I have attached the Faults.log, CDR, Loggers from the Period of the Problem, as well as my Ethernet Traces of the network environment. |
| Files Needed: | |
|---|---|
Faults Log |
Login as Support/Support, Click on System Alerts at the bottom of the page > Faults Full List > Save as Text |
CDR |
In the Web UI, Click on Admin > CDR > Select the days of Incident > Retrieve Formatted |
Logger Diagnostic Files |
Ethernet traces are essential in helping resolve suspect network related issues, such as one way audio/video, connection issues, audio/video quality issues etc. Please be sure to notate the IP addresses of all hardware involved when providing a trace. |
Ethernet Traces |
|
Info Collector from the time of the issue |
Serial Number Location
- Serial Number is located on a sticker in the upper left corner of the rear of the RMX
- Serial Number may also be obtained via the Web UI: Click Administration > Click License Information
- Serial Number is located on a sticker on the RMX
- Serial Number may also be obtained via the Web UI: Click Administration > Click License Information