---
title: "Poly Phone Active But Still Asks to Activate"
slug: "poly-phone-active-but-still-asks-to-activate"
updated: 2026-05-21T18:22:02Z
published: 2026-05-21T21:27:17Z
canonical: "help.8x8.com/poly-phone-active-but-still-asks-to-activate"
stale: true
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.8x8.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Poly Phone Active But Still Asks to Activate

## Symptom

Poly phone has been activated, but still displays an *Inactive* message.

## Applies To

- Poly Phones

## Resolution

### 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 the DNS Servers of the ISP the customer is using (Recommended) or 9.9.9.9 and 1.1.1.1
4. If you continue to experience issues, download and run the [Network Utility Test.](/support/docs/network-utility-download)
5. Remove any devices from the PC port and power-cycle the phone.
6. Power-cycle the network. See [How to Power Cycle Network](/support/docs/how-to-power-cycle-your-network).
7. If you continue to experience issues, download and run the [Network Utility Test.](/support/docs/network-utility-download)

## Cause

This issue is most likely due to one of the following issues:

- Server address error
- DNS
- Network setup