Polycom VVX600 Shared lines unregister

Anonymous · ‎09-26-2016

Hi everyone,

One of our customers has mutliple VVX600 in use. One each phone, there is the primary line of the user, and about 10 Shared Lines (Shared Call appearance - we are using Broadsoft system) to handle the calls.

Issue is that these phones loose registration mutliple times per day; after a few minutes they are back up and running. This is of course very frustrating for our customer.

Other phones in the office (including VVX-series and IP-series) do not unregister, so there is no problem with the internet access.

We already changed our router, moved to another internet-line,.. without any success.

Phones are on UC 4.1.6-software.

Anyone experienced this behaviour? Should I upgrade to a newer release (meaning: is the bug known? I couldn't find anything about it)

Thanks for your help.

KR

Philip

SteffenBaierUK · ‎09-26-2016

Hello pcools,

welcome back to the Polycom Community.

The software you are using is hopelessly outdated and has been replaced ages ago.

I suggest you upgrade to at least 5.5.0 or 5.4.4 and then start checking the logs.

The next step then would be to open a ticket especially if this is affecting your customer.

In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you. In case this is some sort of an Internet discounter please post your phone's MAC address so I can look up who would be able to support you.

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

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Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN

Anonymous · ‎10-04-2016

Hi,

I have upgraded some of the phones towards 5.5.0 (so we could clearly determine if the issue was fimrware-related)..

yesterday, all of the phones went unregistered again 😞 so not an issue with the firmware

SteffenBaierUK · ‎10-04-2016

@SteffenBaierUK wrote:

Hello pcools,

The next step then would be to open a ticket especially if this is affecting your customer.

In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you. In case this is some sort of an Internet discounter please post your phone's MAC address so I can look up who would be able to support you.

Hello pcools,

as already replied once you checked the logs and utilized this FAQ post the above is your next action item.

Jan 19, 2012 Question: How to troubleshoot Polycom VoIP related Issues?

Resolution: Please check => here <=

As you are providing a service to your customer this should be in your interest.

Regards

Steffen Baier

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN

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