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Cannot Charge devices Warning

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Polycom Employee & Community Manager

Re: Cannot Charge devices Warning

Hello @ARundall34 ,

 

welcome to the Poly Community.

 

I have already provided users with a workaround for this cosmetic issue => here <=

 

To my knowledge, the message and subsequent warning is not affecting the service and can be disabled. I am not sure why Poly Engineering chose to add this message from the Linux Kernel but if this is affecting you please:

 

  • Raise this via the official channel aka escalate into Poly
  • Downgrade to a previous version not showing this message


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

Best Regards

Steffen Baier

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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.

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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 21 of 26
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Frequent Advisor

Re: Cannot Charge devices Warning

The link you reference is not the same issue per my screen shot and the other user.  I've tried opening a ticket with Polycom..but I go around in circles with them.

 

The screen shot I posted is the same exclamation point, but it refers specifically to us running PoE, like most...and having a USB stick in the back with a .jpg file on it for a screensaver with the log as the other user posted.

 

I have my vendor looking into it via their channels with Polycom, maybe they have better luck.

 

The problem is due to O365 requiring a firmware update to the phone soon, and the version they require will trigger this for all of their customers.  Also, you have to enable the Polycom phone to connect/work with O365/Skype or any hosted integrated solution.  So rolling back isn't going to work and S4B won't function.

 

So, either Polycom gets it fixed in a soon update, or all of the customers with a usb plugged into the back for a screen saver will get this message forever.

 

Thx

Message 22 of 26
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Polycom Employee & Community Manager

Re: Cannot Charge devices Warning

Hello @techlogik ,

 

Welcome back to the Poly Community.


As outlined in several places End Customers are usually unable to open a ticket directly with Poly support.

 

Your reseller would need to do this for you.


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

 

Realistically how many times will the phone power cycle to cause it to show this message?

 

I am trying to raise this internally but as this is only a cosmetic issue I am not getting the interest this would need. Having these kinds of issues opened by customers creates more traction.


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 23 of 26
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Frequent Advisor

Re: Cannot Charge devices Warning

Thanks, my vendor has a ticket opened with them on this.  They have info on the website somewhere claiming they will fix in future releases, but we know that hasn't been the case.

 

Thanks for trying/helping.  Just a waiting game at this point.

 

Also, to answer your one question, once you clear it on the screen, it will come back like every 4hrs.  I don't know what the coding/developers exactly put in there for the time it rechecks/alerts, haven't put a clock on it yet.  Just cleared the message at 11:17EST here in the US.  See how long it takes to come back..but it always does the same day.

Message 24 of 26
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Frequent Advisor

Re: Cannot Charge devices Warning

Well, just updating this for fun and another 5 months later. According to their documents on the latest releases, Polycom says they "can't fix" the issue and won't resolve it ever apparently.

 

Lazy devs.  Ridiculous to also claim as my reseller told me that they said it is just a cosmetic issue users can get used to,

 

It is one thing if the alert appeared only on reboots, which would be only a few times a year once you clear it...but the fact it keeps coming back over and over every few hours and is permenantly there.

 

When people see a big Red Exclamation point on anything, they know this is usually important..so we get flooded with help desk ticekts...

 

Only solutions, rollback to Firmware_5_8_1_7278 and just leave it at that.

 

Will just buy new phones when the time comes and no Polycome unless they fix ridiculous issues like this.  Embarrassing actually that the documents/response from Dev/Support is officially this.  "Just deal with it."

 

 

Message 25 of 26
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Polycom Employee & Community Manager

Re: Cannot Charge devices Warning

Hello @techlogik ,

 

Welcome back to the Poly Community.


As far as I am aware you have not posted anything relating to a Poly ticket so I am unable to follow this up.

 

For my case 1-12253404391 which was escalated as EN-137080 we are introducing a new parameter.

 

I am not completely aware of the actual ins and out, as I am not a developer, but based on the statement in the ticket the new parameter will suppress the kernel message.


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 26 of 26