VVX411, Skype for business automatically signing out

[Anonymous]

Hi

We have a large estate of Polycom VVX 411 phones. The phones pull the config from a local FTP server.

We have a few VVX 411 phones (10) that are signing out on a nightly basis.
We have tested different switches / subnet and we still encounter the same issue.

The software on the phone is: 5.6.0.17325

We have swapped the phones out and the replacements work fine in the same ports.

Any ideas?

Would the log show anything useful?

[Karthik__Sivara]

hi RobT,
I would recommend running the latest firmware on these phones i.e. 5.7.0 ( released in Dec 2017) .

Hope this helps!

[SteffenBaierUK]

Hello @RobT,

welcome to the Polycom Community.

As @Karthik Sivar… already replied you should at least be on UC Software 5.6.1 or 5.7.0

If this still happens we would need to see some logs within support.

• Settings > Logging > Global Settings > Global Log Level Limit > Debug
• Settings > Logging > Module Log Level Limits > SIP > Debug
  
  if you have a provisioning server
  
  
• Settings > Logging > Log File Upload > Upload Append Size Limit (Kbytes) > 51200
  
  or via Syslog
  
  
• Settings > Syslog > Server Address > FQDN or IP
• Settings > Syslog > Render Level > Debug

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

[Anonymous]

Thanks both I will update the phones and change the logging levels and will see what happens tonight and will let you know my findings tomorrow.

[Anonymous · Accepted solution]

It looks like we have resolved this issue.

We deleted all files relating to the MAC address of the effected phones from the provisioning server, factory reset them and then tested them.

Must have been an issue with the .cfg files for the phone.

We are testing the other phones tonight, so hopefully this will resolve the issue too.

Thanks,
Rob