Skip to main content
Polycom IP Phones: Date and Time is Wrong or Flashing
8x8 Support Knowledge Base

Polycom IP Phones: Date and Time is Wrong or Flashing

Symptom

Your Polycom IP phone displays a flashing or incorrect date and time.

Applies To

Polycom IP phones

Resolution

Check SNTP on Your Phone

For this process, you will first need your phone's administrator password and IP address (if working in the web interface). After you have that, continue to either set of steps below.

  1. Press the Menu/Home button.
  2. Select Settings.
  3. Select Advanced.
  4. Enter phone password, then press Enter.
  5. Select Admin Settings.
  6. Select Network Configuration.
  7. Scroll down to SNTP and ensure address is set to pool.ntp.org.
  8. Press OK (if the time server had to be set), then press Back.
  9. Select Save Config.
  10. Back all the way out to the main screen.

Check SNTP in the Phone Web Interface (GUI)

  1. Obtain your phone's IP address. On the phone, press Menu/Settings > Status > Network > TCPIP Parameters. Note the IP address.
  2. From a computer on the same network as the phone, open a web browser and navigate to your phone's IP address.
  3. Log in using the username admin and your phone's password.
  4. From the top menu, click Preferences > Date & Time.
  5. Under Time Synchronization, ensure SNTP Server is set to pool.ntp.org.
  6. At the bottom of the page, click Save.
  7. Allow the phone to reboot.

If Date and Time Continue to Flash

The SNTP may not be able to reach the designated time server. Instead of pool.ntp.org, try setting one of the following IP addresses.

  • 15.185.186.215
  • 204.2.134.163
  • 204.2.134.164
  • 209.114.111.1

Or ping pool.ntp.org and use the reply address as the SNTP address.

Still not working? Move on to the next troubleshooting step for help with setting a static IP on your phone and configuring DNS.

Set Static IP and DNS

Note: We highly recommend consulting an IT or network professional when configuring advanced network settings. If possible, the network administrator should always check the IP address, and assign and log any static IP to avoid conflicts in the future.

Setting a Static IP on your phone will require:

To set a static IP and DNS via the phone's web GUI

  1. Obtain your phone's IP address. On the phone, press Menu/Settings > Status > Network > TCPIP Parameters. Note the IP address.
  2. From a computer on the same network as the phone, open a web browser and navigate to your phone's IP address.
  3. Log in using the username admin and your phone's password.
  4. From the top menu, click Settings > Network > Ethernet.
  5. Set DHCP to Disable.
  6. Enter all of the following
    • IP Address
    • Subnet Mask
    • IP Gateway
  7. Under General, ensure the following are entered.
    • DNS Server: 8.8.8.8
    • DNS Alternate Server: 8.8.4.4
    • DNS Domain: google.com
  8. At the bottom of the page, click Save.
  9. Wait for the phone to reboot. If it does not reboot, verify the information, then manually power-cycle the phone (unplug it from the power source, wait a full minute, then plug it back in and let it power on).

If Date and Time Continue to Flash Incorrectly

The problem may lie in your router or server. Potentially, the issue may also originate with your ISP. See the Network/ISP section of this troubleshooting article.

Network/ISP

If date and time problems persist through the previous steps, there may be an issue with the device delivering Internet and SNTP settings to the rest of your network. If you or your network or IT administrator are able, on your DHCP device (e.g., the router, server, etc.), check configuration, and set SNTP and open DNS.

  • Primary Timer Server: 0.pool.ntp.org
  • Secondary Time Server: 1.pool.ntp.org
  • Primary DNS: 8.8.8.8
  • Secondary DNS: 8.8.4.4
  • DNS Domain: google.com

If all local troubleshooting fails, contact your Internet service provider to inform them you are having an SNTP issue and your network devices are unable to resolve the correct time and date.

If time and date are only off by a matter of hours and are not flashing, you may simply need to set the extension time zone.

Set Time Zone in Account Manager

If the time displayed is not flashing and is only off by a matter of hours, you may simply need to correct the time zone for the extension. 8x8 account administrators can set the time zone for an extension in Account Manager.

  1. Log in to Account Manager.
  2. From the top menu, click Phone System.
  3. Click View All Extensions.
  4. Locate the problematic extension, then click Edit to the left.
  5. In the Extension Settings panel, select the preferred Time Zone.
  6. At the bottom of the page, click Save Changes.

Set Time Zone in VO Configuration Manager

If the time is not up to date, 8x8 account administrators can set the time zone for the extension in Virtual Office Configuration Manager. End users can edit the time zone for their own extension.

  1. Log in to VO Configuration Manager.
  2. Click Users.
  3. Select the preferred Time Zone.
  4. Click Save.

Cause

Most likely, the SNTP time server address or DNS are not properly set, either in the phone or the network device giving out DHCP (router or server).

The issue may also originate with your Internet service provider (ISP).