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 | |
|---|---|
Detailed Problem Description |
Example: Debut will drop calls about 2 hours into the conference, 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 tried to flash erase the box and reinstall the factory software as well as removed all 3rd party devices from the unit. I have attached the Support Information Package, as well as my Ethernet Traces. |
| Files Needed: | |
|---|---|
Debut Support Information |
The Debut logs are downloadable via the web interface of the suspect codec, log in via the IP address > Diagnostics > System Log > Export. Depending on the browser used you will get a Save As for the download of the .zip file |
Ethernet Traces |
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. |
Call Type and Reproduction Steps |
Call Type (H.323, SIP, etc.), as well as, call direction and dialstring can narrow down potential causes of an issue. Step-by-Step details can be very helpful. |
Date & Time of the incident |
Provide the Date and Time of the occurrence , as well as, the time zone (UTC offset). If Logs and traces are from multiple sources, specify the UTC of each endpoint |
Serial Number Location
Debut
Serial Number is located on the black sticker in the center rear of the Debut
Serial Number for Debut can also be obtained via the Web UI
Serial Number for GS may also be obtained through the system UI via the remote
- Navigate to 'Settings' at Main Menu screen
- Press center 'OK' button on remote to select 'Settings'
- Select 'About' icon and click center button on remote
Serial Number for Debut can also be obtained via the Web UI