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: Centro 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 System Log, as well as my Ethernet Traces. |
| Files Needed: | |
|---|---|
Medialign Support Information |
The Centro logs are downloadable via the web interface of the suspect codec, log in via the IP address > Diagnostics > System > Download Logs > Download System Logs. Depending on the browser used you will get a Save As for the download of the .tgz 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 |
Include all the relevant information as far as the IP address of the codec in question, who’s connected to whom and their IP address, when was the issues seen / heard etc. |
Serial Number Location
- Serial Number is located within the access panel of the Centro base on the white label.
- Serial Number for Centro may be obtained via the Web UI: Click System on the left-hand margin of the Web Interface
- Serial Number for Centro may also be obtained through the system UI via the touch screen: Click Menu > Click Settings > Press center button on System Information panel > Select Information
