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Restart during call

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Regular Advisor

Restart during call

Hello,

 

We have a number of VVX500's on 5.4.2.2834 that are restarting during calls.  For a few users it is at least once every few days.

 

I am putting in a support ticket but wondering if this is a known issues with 5.4.2A?

 

Thank you.

Message 1 of 7
6 REPLIES 6
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Polycom Employee & Community Manager

Re: Restart during call

Hello James.Helman,

  • Any logs or core dumps?
  • Are these users using Boss / Admin?

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

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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 7
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Regular Advisor

Re: Restart during call

Steffen,

 

When this happens there are is no core dump.  I have attached the phones logs to the ticket 1-2588908821.   Yes the users I have seen this on so far are all Admins.

 

Looks like there is now a dump in the app log for some crashes.  I see the below when the phone came back up.

###### BEGIN TECH SUPPORT INFO DUMP ######

 

Thank you!

 

Message 3 of 7
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Re: Restart during call

So all users can accept calls on behalf of others (that's what we mean by Admin)?  Did you find a resolution to this?  Did updating firmware help?

Message 4 of 7
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Polycom Employee & Community Manager

Re: Restart during call

Hello AnthonyCaragol,

this discussion is about a phone crash and I assume you are asking for a functionality aka Boss/Admin / Delegate or what is it you are after?


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: 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 5 of 7
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Re: Restart during call

No, we're seeing the same crashing/restart issue with this same firmware. We also have Boss/admins but I haven't checked if those are the users who see the crash.
Message 6 of 7
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Polycom Employee & Community Manager

Re: Restart during call

Hello AnthonyCaragol,

Any luck with that so you can open a support ticket via your Polycom reseller?

In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you. In case this is some sort of an Internet discounter please post your phone's MAC address so I can look up who would be able to support you.

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: 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 7 of 7