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Polycom RealPresence Resource Manager: Heartbeat of devices

Occasional Visitor

Polycom RealPresence Resource Manager: Heartbeat of devices

Dear all,

we are currently testing in a PoC the Resource Manager and there is an issue we haven't found described in the manuals:


Once we addes a VVX or a Trio the hearbeat in the Endpoint/Monitor View is active. But few time later, the device will be set as offline because a heartbeat timeout.

As exampe: If I choose "Upate configuration" on a phone (like VVX600), the hearbeat will set "active" for a while.


We didn't find a parameter or a description in the guides why or which premiss we have to fullfill for this function.


Many thanks for help.


Kind Regards,


Polycom Employee & Community Manager

Re: Polycom RealPresence Resource Manager: Heartbeat of devices

Hello Markus,

welcome to the Polycom Community.

It is always useful to include the currently used Software version as issues experienced or a question asked may already be addressed in a newer release.

Please also include all devices software version i.e. RPRM, VVX and Trio

This also allows yourself and others to check against current software release notes, Administrator Guides or FAQ post’s.

The above is also stated in the "Must Read First" and is the absolute minimum requirement every new post should include. .

In addition providing us with this basic information gives Polycom an idea what Software Versions are used in the field and avoids wasting time trying to troubleshoot issues which have already been addressed.


In addition how are the phones added to RPRM ? Using a DHCP provided server address or manually ?


Did you import these phones using a CSV file or manually added these?

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

Please be aware:

The purpose of these forums is to allow community members collaborate and help each other.
Questions posted here do not follow Polycom’s SLA guidelines.
If you require assistance from Polycom technical support, please open a
web service request or call us .

The above is necessary in order to track issue internally within Polycom.

You are welcome to post more questions or configuration or logs for other community members to look at but if your issue requires a fix via Polycom you must go via the official support structure.

Please ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

This forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Polycom employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and may be answered on weekends, bank holidays or personal holidays.
Message 2 of 3
Occasional Visitor

Re: Polycom RealPresence Resource Manager: Heartbeat of devices

Dear Steffen,


Thank for your reply:


RealPresence Resource Manager: 10.1.0_87


Device versions:

VVX 410

VVX 600

Trio 8800


All devices are added via static provision server entry. We didn't want change the DHCP therefore a PoC.


Kinds Regards,


Message 3 of 3