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“URL call is disabled” error on Polycom desk phones

Last updated on February 01, 2022

Issue

On a Polycom desk phone, the error “URL call is disabled” could be caused by:
  • Presenter overlay: Shows your video in front of your presentation. 
  • Glassboard: It makes it look like you’re behind your presentation by making your video transparent. Glassboard works best with consistent color presentations — mostly white or mostly dark.
  • Newsroom: Keeps your video to the side and your presentation next to you, like a newscaster.
  • Conference room: It makes it looks like you’re seated in an actual conference room with your presentation behind you.

Resolution

Checking the phone's physical connection

  1. On the phone, go to Menu > Status > Network > Ethernet. If the LAN port doesn’t show as Active, the phone is not connected to the network. 
  2. Make sure the ethernet cable from the modem or router is connected to your phone’s LAN port.
  3. If your phone is connected to an ethernet outlet, try plugging the phone directly into the modem or router instead.
  4. If this is the only phone connected to the network, try connecting the phone to a different port on the back of the modem/router.
  5. If other phones are connected to the network, see if they are working correctly.
  6. If other phones are working, try swapping with the phone that received the error with another one. This will determine if the port the phone used is working or not.

Checking the phone's IP address

If there’s no issue with your desk phone’s physical connection, the next step is checking your phone’s IP address. 
  1. Go to Menu > Status > Network > TCP/IP Parameters > IP.
  2. Confirm DHCP is enabled.
  3. If the phone is not showing an IP address, restart your phone.
  4. After restarting your phone, if there is still no IP address, check the router's DHCP settings to see if there are enough IP addresses in the pool.

Pinging sip.ringcentral.com

If you’ve verified that the desk phone has LAN connectivity and an IP address, ping sip.ringcentral.com on a computer connected to the same network.
  1. Open your device's command window. 
    • On Windows
      1. i. Click Start and search CMD in the search bar. 
      2. ii. Open Command Prompt
    • On Mac 
      1. i. Open your Finder.
      2. ii. Go to Applications > Utilities > Terminal.
  2. Type “ping sip.ringcentral.com” in the command window.
  3. If you receive a “Request timed out” error, try “ping 199.255.120.146”.
If the IP address can be pinged but not sip.ringcentral.com, there is a problem with the DNS server. The ISP usually provides DNS.
  1. Change the DNS in the router's DHCP server settings to Google's DNS server at 8.8.8.8 or the level 3 DNS server at 4.2.2.2.
Note: Your DHCP settings will depend on your router’s interface.
There is a routing issue if neither sip.ringcentral.com nor the IP address can be pinged.
  1. Set the port triggering on your router to UDP 5060 - 5090 / UDP 16384 - 16482.
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