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CCX 500 Teams App keeps restarting

Occasional Visitor

CCX 500 Teams App keeps restarting

Hello,

 

I'm not sure if this is a Microsoft problem or an issue with the phone but I figured I would post and see if someone can guide me to my next steps

 

We have 3 CCX 500's purchased through a VAR less than 3 Months ago. About a week ago we are finding that the teams app running on the phone will restart about once an hour. Eventually the android interface will show a pop-up with "The Teams app keeps closing unexpectedly" with options to Restart or Close. My searching so far has come up with troubleshooting for teams desktop client and I haven't found much for native phones.

 

  • The phone shows Version 1449/1.0.94.2019110802 Calling version 2019.41.01.2
  • CCX 500
  • MS Teams
  • I'm not sure how to run a backup on these new phones when in teams mode.
  • Same thing with the Log - I don't think I can get into the GUI when in teams mode.
  • 64167FDEA462
Message 1 of 9
8 REPLIES 8
Polycom Employee & Community Manager

Re: CCX 500 Teams App keeps restarting

Hello @AMHIT ,

 

Welcome to the Poly Community.

I just created these:

 

Apr 1, 2020 Question: How can I check the software version of a Poly phone running in Teams mode?

Resolution: Please check >here<

 

and

 

Apr 1, 2020 Question: How can I enable the Web Interface on a Poly phone running in Teams mode?

Resolution: Please check >here<

 

Our records show the phone was sold by SCANSOURCE INC back in 27/12/2019 so they are your Tier 1 support contact and they can open a ticket for you with Poly support.

 

Logs we would need via the Web Interface:

 

- Diagnostics > View & Download Logs > UCS Application > Export
- Diagnostics > View & Download Logs > System Log > Export


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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

----------------

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 9
Occasional Visitor

Re: CCX 500 Teams App keeps restarting

Thank you Steffen!

 

I will gather the information per your instructions and forward to our VAR for a ticket.

 

Do you think it would be prudent to also open a ticket with Microsoft, as it's their app that's crashing? We have a support agreement with them for Phone system/Skype Cloud PBX. Or would it be better to work with Poly first via the VAR to rule out any Hardware/OS issues first?

 

 

 

Message 3 of 9
Polycom Employee & Community Manager

Re: CCX 500 Teams App keeps restarting

Hello @AMHIT 

 

the Teams IP Phone client on the phone has the ability to forward all data to Microsoft. Its their code running on our Phone.

 

July 31. 2019 Question: How can I report Issues with Teams running on a Poly phone in Native Teams mode?

Resolution: Please collect the Logs as shown => here <=  and submit them to our Partner Microsoft. You will need to work with Microsoft for this via the explained method >here<.

 

I possibly try both aka ScanSource and Microsoft.

 

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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

----------------

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 4 of 9
Occasional Visitor

Re: CCX 500 Teams App keeps restarting

Same here.  Glad to see I'm not the only one.

Message 5 of 9
Frequent Advisor

Re: CCX 500 Teams App keeps restarting

Hi Boreas, the message you are replying to is from a number of months ago. Are your phones running the latest firmware (5.9.13.0374)? If not, you can upgrade them from Devices > Phones in the Teams Admin center.

Message 6 of 9
Polycom Employee & Community Manager

Re: CCX 500 Teams App keeps restarting

Hi all,

 

Our Partner Microsoft also should now have added the latest 6.2.21 release to all customers being part of their TAP and you should be able to upgrade this via the Teams Admin Center/TAC.

 

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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

----------------

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 7 of 9
Occasional Visitor

Re: CCX 500 Teams App keeps restarting

After upgrading, it's restarting every 1-2 minutes instead of 1-2 hours.  I'm processing an RMA through support.

Message 8 of 9
Polycom Employee & Community Manager

Re: CCX 500 Teams App keeps restarting

Hello @Boreas 

 

you upgraded to what version?

 

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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

----------------

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 9 of 9