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Jitter/Disconnect and inconsistent BToE pairing

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Advisor

Jitter/Disconnect and inconsistent BToE pairing

I'm running VVX 500/501/600/601 phones with firmware 5.8.0.12848 and BToE 3.8.0 on a network with Windows 7/10 Desktops and ISP bandwidth of 1gig down and 1gig up. The phones have QoS set to always provide at least 2Mb down and 2Mb up to each of the phones in the office. The phones are also configured to use Office365 Skype for Business to handle incoming and outgoing calls.

 

For a few months now, my office has been experiencing what I believe are dropped calls due to BToE losing it's pairing and immediately pairing up again throughout the day. These occurances are inconsistant and I've haven't noticed any pattern yet.

 

I'm looking to find a solution or ways to troubleshoot my issue and was wondering if there's any phone troubleshooting logs that I can possibily look at that can help me determine the cause? Or better yet, if there's a known solution than I'm all ears!

 

PS. I would also like to know if there's any tools out there to assess the phones jitter levels and/or software that can help me determine if my current configurations are good or not. 

 

 

Message 1 of 4
3 REPLIES 3
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Polycom Employee & Community Manager

Re: Jitter/Disconnect and inconsistent BToE pairing

Hello @jbanh88 ,

 

Welcome to the Poly Community.

Both the communities Must Read First and the FAQ reference the basic minimum information a new or follow up post should contain.

This ensures the questions having to be asked are limited and any new or follow up post contains the right amount of details to ensure any voluntary participant within the community does not spend additional time chasing basic information.

As a reminder the basic information asked for:

 

  • Provide the exact Software Version of your Phone
  • Provide the Phone Model
  • Provide the Call Platform (aka openSIP,Teams, Skype for Business Online, Skype for Business on Premise, Lync)
  • Provide details if UC / SIP or ObiEdition
  • Additional Poly Infrastructure (RPRM,PDMS or BToE)
  • If applicable provide a backup of the phone in question

UC Software 4.0.0 or later via the Web Interface Utilities > Phone Backup & Restore > Phone Backup > Phone Backup. Please rename into .TXT or Zip the file to attach.
Since UC Software 5.9.0 simply provide this via the Web Interface Diagnostics > Download Support Information Package

  • If possible provide a Log and either attach them or use the Code Tag.Consult the Troubleshooting Section found within the FAQ if applicable
  • If possible provide the MAC Address or Serial of the device
  • Provide details for example if the issue is a day 1 issue or only happened after an upgrade or any other relevant details
  • For questions around Support please check here

Whilst providing some of these details may not directly impact any possible answer the community can provide, it does enable Poly to have an overview of the current software used. In addition, providing all details at the same time allow us to check logs or look up potential support partners if an issue needs to come into support. It also enables us to verify the entitlement for using features.

 

UC Software 5.9.4 is the currently latest supported software and BToE 4.2.0 when using Skype for Business.

 

Jan 17, 2017 Question: How can I troubleshoot simple Skype for Business, Office365 or Teams issues?

Resolution: Have a look => 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

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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 2 of 4
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Advisor

Re: Jitter/Disconnect and inconsistent BToE pairing

Hello Steffen,

 

I've supplied a app debug log on my phone when the disconnect happened. I'm not exactly sure what to look for so I'm hoping you're able to spot the issue! The disconnect happened exactly at 11/14 at 1:41PM. 

 

Here's some information about my phones current software and model.

 

 

  • Provide the exact Software Version of your Phone 5.9.4.3247
  • Provide the PhoneModel  VVX 501
  • Provide the Call Platform (aka openSIP,Teams, Skype for Business Online, Skype for Business on Premise, Lync) Skype for Business Online
  • Provide details if UC / SIP or ObiEdition UC / SIP
  • Additional Poly Infrastructure (RPRM,PDMS or BToE) BToE
  • If applicable provide a backup of the phone in question

 

Message 3 of 4
Highlighted
Polycom Employee & Community Manager

Re: Jitter/Disconnect and inconsistent BToE pairing

Hello @jbanh88 ,

 

Welcome back to the Poly Community.


You did not apply the suggested FAQ as the logging modules are set to standard levels. In addition, we do not know if you also updated BToE.

 

For me as a Poly employee, I am unable to provide free support via the community.


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.

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 4 of 4