Plantronics + Polycom. Now together as Poly Logo

VVX411 Randomly Rebooting

LCGadmin
Visitor

VVX411 Randomly Rebooting

Hi, We have recently set up Office 365 "Business Voice". Many users are using Polycom VVX411 handsets and users are reporting that the handsets are randomly rebooting, even during calls which is a major inconvenience. 

 

FOR e.g. A user reported this phone rebooted today at 12:20ish.

 

Phone Information
Phone ModelVVX 411
Part Number3111-48450-001 Rev:A
MAC Address 
IP ModeIPv4
IP Address10.0.1.73
UC Software Version5.9.6.2327
Updater Version5.9.7.38223

 

I've attached the logs from the phone.

 

Any help much appreciated.

audit.log ‏1 KB
app.log ‏1 KB
boot.log ‏1 KB
Message 1 of 4
3 REPLIES 3
SteffenBaierUK
Polycom Employee & Community Manager

Re: VVX411 Randomly Rebooting

Hello @LCGadmin ,

 

Welcome to the Poly Community.


This was posted in the openSIP section but we assume this is regarding Skype for Business based on the logs. The logs also show that the Phone sold back in 2017 via Siphon is an openSIP SKU.

 

Please be aware and provide proof for:

 

The use of Poly UC Software versions 4.1.X (“Software”) requires the purchase of a separate Software license for every device that will use the Software in a Lync / Skype for Business environment. You may not install, access, or use the Software in a Lync / Skype for Business environment on more devices than are listed on your license until additional licenses have been purchased and authorized by Poly. These licenses should be purchased from the same company from which you purchased the devices. You may operate devices against a Lync / Skype for Business server for trial purposes for up to 30 days without purchasing a license. Use of the Software is subject to the terms and conditions of the End User License Agreement. 

Poly reserves the right to audit your deployment to verify that you have sufficient licenses to match the number of devices being used.

 

 

5150-49252-001 SW,LIC,LYNC ENTERPRISE IND PHONE
5150-49253-001 SW,LIC,LYNC ENTERPRISE SITE (5 UNITS)
5150-49254-001 SW,LIC,LYNC ENTERPRISE SITE (10 UNITS)
5150-49255-001 SW,LIC,LYNC ENTERPRISE SITE (100 UNITS)
5150-49256-001 SW,LIC,LYNC ENTERPRISE SITE (1000 UNITS)
5150-49257-001 SW,LIC,LYNC ENTERPRISE SITE (10000 UNITS)

 

The logs do not really show anything we could use as they are from 12:34 so most likely after the issue.

 

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

Resolution: Have a look => here <=

 

The above can be utilised to change the relevant logging levels so volunteers within the community could try and help you.

 

As this affects many users the best way is to work by opening a support ticket.

 

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

Siphon can open one for you but as 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 2 of 4
LCGadmin
Visitor

Re: VVX411 Randomly Rebooting

Just had another phone reboot at 15:36. Logs attached, appreciate any advice from anyone.

SteffenBaierUK
Polycom Employee & Community Manager

Re: VVX411 Randomly Rebooting

Hello @LCGadmin ,

 

this phone is also an openSIP SKU and therefore most likely no Poly per device Skype for Business license.

 

As this is affecting multiple devices please chose the support offerings already outlined. You did not follow our original advise to change the logging levels and/or size so all we see is the phone after booting up.

 

You also never attached a backup so we cannot comment.

 

As your licensing status is not clear we cannot provide further troubleshooting.

 

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