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Restart during call

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
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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The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
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Message 2 of 7
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

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
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




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and maybe answered on weekends, bank holidays or personal holidays.
Message 5 of 7

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
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




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and maybe answered on weekends, bank holidays or personal holidays.
Message 7 of 7