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CCX 7.0.2 firmware issues

aharvey
Occasional Visitor

CCX 7.0.2 firmware issues

Since we don't have access to Poly support as a consumer, I'm going to post issues we are seeing after upgrading to 7.0.2.1072 firmware and corresponding Teams app this month with the hope someone can utilize it.

- This firmware was suppose to help with the lag on the phone, but I feel it is worse. Users complain the interface is so slow when getting a call they sometimes miss the call.

- If using the speakerphone when making/answering a call, there is bad static heard on the other end of the call. (this doesn't seem to be an issue using the handset)

- After the upgrade, volume levels are not retained with many being set to low/off so you don't hear the phone ringing.

- If you have the phone configured as a common area phone, there is no longer a screensaver option, so the screen just turns black when power saving and appears dead.

- After the upgrade, the admin password is set to some unknown value. It's not the admin password I had set previous to the upgrade, and not a default password, so I've had to factory reset the phone to set the admin password.

 

Firmware: 7.0.2.1072

Teams Admin Agent: 1.0.0.202101280722

Company Portal: 5.05045.0

OEM Agent App: 1.0.21

Teams App: 1449/1.0.94.2021033002

Message 1 of 7
6 REPLIES 6
SteffenBaierUK
Polycom Employee & Community Manager

Re: CCX 7.0.2 firmware issues

Hello @aharvey ,

 

Welcome to the Poly Community.


All Poly customers can raise a ticket but in order to raise a support ticket, you need to work with your Poly reseller as they may need to do this for you.


End Customers are usually unable to open a ticket directly with Poly support. Available End User Poly services offerings are detailed here

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.


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 7
nharwood
Advisor

Re: CCX 7.0.2 firmware issues

Hi Aharvey,

 

We are having the same issues with lag on CCX 500 phones. It's especially bad when the phones have gone in to power save mode they take so long to wake up you can't answer the call.

 

We have a CCX 600 on loan and the performance difference is huge. It takes around a quarter of the time for the phone to wake from sleep when a call comes in making it possible to actually answer the call and everything is so much snappier when you do anything on the phone.

 

What we found was disabling power save mode helps the issue with answering calls but I'm not sure if this will hurt the screen.

 

We have cases open with Microsoft and Poly for all the issues we are having.

Message 3 of 7
rgsteele
Valued Contributor

Re: CCX 7.0.2 firmware issues

Yup, we're in the same boat. 

  • Major lag when attempting to answer a call when the device has entered power save mode. The lag is so bad that it usually prevents the call from being answered at all.
  • Assigning a Configuration Profile with the "Power saving" setting set to "Off" within the Teams Admin Center doesn't have any effect--we have to change the setting within the web interface of the device
  • Even after changing the setting within the web interface, it seems to stop applying somehow and we have to switch it from "Disable" back to "Enable" then back to "Disable".

I see that a new firmware has just been published from within the Teams Admin Center (7.0.3.0228). Of course, there are no release notes to speak of anywhere, so we can only guess as to what may or may not have been fixed in this release.

Message 4 of 7
rgsteele
Valued Contributor

Re: CCX 7.0.2 firmware issues

Update: the download page for the CCX 500 has been updated and the release notes for 7.0.3 are here. Sounds like the issue with calls switching to speakerphone when another call comes in (which I forgot to mention in my previous post) has been fixed. No mention of a fix for the issue with disabling power saving mode.

Message 5 of 7
HuntHunt
Occasional Advisor

Re: CCX 7.0.2 firmware issues

Similar issues for us, even with the latest firmware - the most baffling being the admin password resetting to some unknown value. We also have most devices now stuck in login loops.

Message 6 of 7
SteffenBaierUK
Polycom Employee & Community Manager

Re: CCX 7.0.2 firmware issues

Hello ,

Stating the latest software does not help others when finding this post in days, weeks, months or years to come as they do not know what software mentioned was current at the time of writing.

Please therefore always post the exact complete build-id and in the case of Microsoft Teams all the details about the Teams IP phone and the Admin Agent, Company Portal, and Partner Agent.

 

Our Partner Microsoft has the ability to upgrade the software of their applications so it is important to know what is being used and not what is part of our firmware

Therefore the Poly VoIP FAQ contains this post here:

Question: How can I find out my SIP or UC Software Version of my Phone?
Resolution: Please check here

 

In regards to your issue with the Admin Password, I am not aware of this with any other customer globally. Therefore this should come into support if you are unable to troubleshoot this using logs from a provisioning server.


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

End Customers are usually unable to open a ticket directly with Poly support. Available End User Poly services offerings are detailed here

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. 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 7