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5.7.0 VVX Display Status in RPRM 10.3 Missing

Frequent Advisor

5.7.0 VVX Display Status in RPRM 10.3 Missing

Hello ... 


After upgrading my RPRM to 10.3 form 10.2, all of our 600+ VVX 411/601 phones were running 5.6.0 and showing the status and dial string details correctly. 


Under Status we'd see a green check mark and arrow for registered / unregistered etc. The dial string details would be the users SIPURI. 


Since upgrading the phones to 5.7.0, I've noticed that these status icons are missing and details are not being shown. I have confirmed by going to the phones WebUI and checking the Skype status and all looks good.


I temporary fix has been to downgrade the phone to a 5.6.x release and then upgrade back to 5.7.0. It seems that most phones that have this fix are fine, however if I were to factory default the phone and remove the configuration / object from RPRM and let it rediscover, it will display this behaviour. 


I have also been seeing  'Alert Type:    HeartbeatStatusTimeout; occurring as well. I've been able to run a constant ping on the phone in question and it's alive on the network. 


I am not sure why my existing configuration seems to work fine on a 5.6.x release, but not on 5.7.0. 


Anyone else seeing this in their RPRM 10.3 setup? 




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Polycom Employee & Community Manager

Re: 5.7.0 VVX Display Status in RPRM 10.3 Missing



from the VoIP FAQ:


Dec 06, 2017 Question: What could cause heartbeat issues on a RealPresence Resource Manager RPRM using Polycom phones?

Resolution: Please check => here <=


Check that all 3 options are set (and nobody disabled access to the phones WebUI)


The next step would be Polycom support via your RPRM reseller.


Best Regards


Steffen Baier

The title Poly Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.


Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 2 of 2