Error Message "DHCP Failed" in Polycom Desk Phones

Issue
The phone displays one of the following errors:

  • Network Is Down

  • Network Link is Down

  • DHCP Failed

Symptom
Phone gets stuck at Initialization phase or experiences boot failures.

Affected Environments
Polycom desk phones

Cause

  • A DHCP failure has occurred on the network.

  • The phone's LAN port has failed.

  • The DHCP server is providing IPv6 addresses.

Resolution

  1. Verify the cabling is plugged into the correct ports.

  2. Replace potential faulty cabling.

  3. Power cycle the effected phone(s).

  4. Perform a network power cycle including switches, routers and phones.

  5. Bypass the wall port or switch and connect directly to the router to isolate potential hardware issues.

  6. Set a static IP on the phone.

  7. Ensure the router is giving out IPv4 addresses via DHCP.

  8. If the issue persists and is only occurring on a single phone, factory reset and re-provision the phone.

 
NOTES:

  • If you are at a rented office location, the local IT group will likely need to be contacted to white list the phone's MAC address on the switch.

  • Polycom phones are not compatible with IPv6 addressing.