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BToE and VVX411 losing connection during Conference Call

Occasional Visitor

BToE and VVX411 losing connection during Conference Call

BToE Client 3.9 and VVX411 running UC 5.9.1


We are seeing an issue  with "large" conferences of ~65+ participants and screen sharing that is resulting in what appears to be the BToE client dropping its connection to the phone and then the SfB client attempts to swap audio devices utlimately resulting in the call dropping audio. This happens to 80-90% of people on the conference call all at the same time. If you manually dial into the conference call the issue doesn't seem to happen.


We just recreated this on a test conference and the BToE logs show that the client can not reach the phone. 


[04/16/19 : 10:22:32] PBC ERR: ( keep_alive: 198) IP-Phone not reachable: kill all the threads
[04/16/19 : 10:22:32] PBC ERR: (discovery_server:1564) Socket recv error 10004


All other communication stays up on the laptop, share screen is still seen and the SfB client does not seem to be showing any signs of issues other then the audio device dropping. 


In the syslog / PCAP taken from the laptop that is paired with the phone I see ~2 mins of time where no phone syslog or BToE communication is happening so it looks like the phone locks up?


Anyone seeing similar things? I have not been able to find any FAQ or KBs on this..



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Polycom Employee & Community Manager

Re: BToE and VVX411 losing connection during Conference Call

Hello @Drumm ,


welcome to the Poly Community.

Please get this into support.


In order to raise a support ticket, you need to work with your Poly reseller as they need to do this for you.

End Customers are unable to open a ticket directly with Poly support.

If this is some sort of an Internet discounter providing your MAC address or your Poly devices serial will enable us to look up who would be able to support you. This may not be who you purchased the Poly device from.

If the unit is no longer within the warranty please be prepared to Pay Per Incident / PPI. This is all outlined in detail here

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

The title Polycom 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