• ×
    Information
    Windows update impacting certain printer icons and names. Microsoft is working on a solution.
    Click here to learn more
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
  • ×
    Information
    Windows update impacting certain printer icons and names. Microsoft is working on a solution.
    Click here to learn more
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
Guidelines
The HP Community is where owners of HP products, like you, volunteer to help each other find solutions.
HP Recommended

We provide Skype for Business support for a client and they're reporting extensive issues with their polycom devices. They're experiencing audio clipping and one way audio. I have a specific example from a VVX410 device running 5.8.0.12848 where a call was received. The user on the VVX410 could hear the caller, but the caller couldn't hear the user.

 

The handset logs show (I've removed the IP address):

 

0803102239|so   |*|00|Incoming RTCP LSR unsuitable (no matches) for VQMon RTD coverage, calls=1 LSR=0 IP=[ip address].
0803102239|so   |*|00|Message for non-matching RTCP LSR shall be logged only for first and hundredth calls with this problem.

All polycom devices on site are experiencing the same issue, regardless of which version they're running. 

 

Does anyone have any ideas on what this could be and which avenues to investigate?

1 ACCEPTED SOLUTION

Accepted Solutions
HP Recommended

Hello @mzdr,

welcome to the Polycom Community.


As you are providing this as a paid service to your Customer it would be most likely in your own interest for this to come into our Support Organisation.

 

A quick check showed no similar error messages internally so this is a new one. Have you yet consulted with Microsoft on this ?


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.

If the unit is no longer within warranty please be prepared to Pay Per Incident / PPI. This is all outlined in detail here

 

Once a case has been opened we will advise the relevant logging levels.


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: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN

View solution in original post

1 REPLY 1
HP Recommended

Hello @mzdr,

welcome to the Polycom Community.


As you are providing this as a paid service to your Customer it would be most likely in your own interest for this to come into our Support Organisation.

 

A quick check showed no similar error messages internally so this is a new one. Have you yet consulted with Microsoft on this ?


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.

If the unit is no longer within warranty please be prepared to Pay Per Incident / PPI. This is all outlined in detail here

 

Once a case has been opened we will advise the relevant logging levels.


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: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.