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The HP Community is where owners of HP products, like you, volunteer to help each other find solutions.
HP Recommended

Hi

 

Since upgrading the firmware on our Polycom phones we are seeing a lot of issues with the phones not automatically pairing. On an affected computer if we right click on the BToE icon on the taskbar and select pair with phone we are prompted to enter a pin instead of it pairing automatically. Rebooting the phone with the PC powered on usually resolves the issue, but we didn't see this issue before upgrading the firmware.

 

We are have a mixture of a little over 300 VVX 300,310,500 and 510's and the phones are configured to automatically pair but we're seeing 2 or 3 of these per day that haven't paired with the BToE and require a phone reboot to get them working. It seems completely random as to which phone will be affected, my own phone has not paired twice in the last month, whereas other phones have not had the problem at all.

 

The current software versions we're using are:

 

Phone Firmware: USC 5.6.0.17325

BToE: 3.6.0.0   

Skype for Business 2016 build: 16.0.4549.1000 (we do also have an older build in use as some machines are still running Office 2013 - though I don't have the build number to hand)

 

Any advice on troubleshooting this issue? anyone else seeing this?

 

We have raised this with our reseller, but so far they haven't provided any solutions which have resolved this for us.

  

1 REPLY 1
HP Recommended

Hello Dale@LTU,

welcome to the Polycom Community.

 

We already released UC Software 5.6.1 so you should use this instead if you want to be on a 5.6.x build.


The community's Skype FAQ contains this post here:

 

Jan 26, 2016 Question:Can I troubleshoot BToE or changes settings ?

Resolution: Please check => here <= for details

 

In addition via the Web Interface:

 

Settings > Logging > Global Settings > Global Log Level Limit > Debug

Settings > Logging > Log File Upload > Upload Append Size Limit (Kbytes) > 51200

Settings > Logging > Module Log Level Limits > BToE > Debug

 

Please ensure your phone can write the logs to a provisioning server and append.


We would need you to provide these logs to your reseller.


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

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

If this is some sort of an Internet discounter please post either your phone's MAC address or your Polycom devices serial so I can look up who would be able to support you. This may not be who you purchased the Polycom 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

Polycom Global Services

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
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