Hello Jim,
A wireshark trace may be helpful but would need to be looked at by Polycom support so please raise this via your Polycom reseller.
If the reseller is some Internet discounter and is unable or unwilling to do this please provide me with a MAC address of one of the phones and I look this up.
Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.
Best Regards
Steffen Baier
Polycom Global Services