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8x8 Support

Polycom IP Phone is Active But Still Asks to Activate


Your Polycom phone has been activated, but still displays an Inactive message.

Applies To

Polycom IP phones


Update the Config File

In most instances, updating the config file on the phone will help resolve this issue.

  1. On the phone, go to Menu > Settings > Basic > Update Configuration.
  2. Select Update Configuration.
  3. The phone should reboot after the update.

If the phone is in Wi-Fi mode, try disabling it.

  1. On the phone, go to Home > Settings > Basic > Wi-Fi > Turn Off/On
  2. The phone will reboot and will auto-update the configuration 

If this does not resolve the issue, move on to further troubleshooting.

Further Troubleshooting

  1. Disable SPI/firewall and/or SIP-ALG on the router, which could prevent the phone from coming online.
  2. Try changing the Boot Server to Static in the phone's web GUI.
    • In web GUI navigate to Settings > Provisioning Server > DHCP Menu > Boot Server.
    • In the drop-down menu, select Static.
    • Click Save.
    • The phone should automatically restart, but if it does not, restart the phone manually.
  3. Try using an open/public DNS ( or as the primary DNS on the phone.
  4. Remove any devices from the PC port and power-cycle the phone.
  5. Power-cycle the network.


This problem is most likely due to one of the following issues.

  • Server address error.
  • DNS.
  • Network setup.
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