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VVX 3XX disconnecting

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Occasional Contributor

VVX 3XX disconnecting

We have some of our phones that disconnect from the network.

 

we configured syslog and it seems that at some time the phone is loosing its tcp stack . It still write to the syslog server , we see that it is doing dns queries, we see the answers in the wireshark trace (we did a port mirroring) but it is like the phone didn't get the answers.....

 

What can we do to troubleshoot the issue? we already upgraded the phone to the latest Firmware. 

We had no issues in the past but we moved to another building and the network is maybe not confgured as it was in the other building..

Thanks

 

Message 1 of 6
5 REPLIES 5
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Polycom Employee & Community Manager

Re: VVX 3XX disconnecting

Hello @Jean-Marc F ,

Stating the latest software does not help others when finding this post in days, weeks, months or years to come as they do not know what software mentioned was current at the time of writing.

Please therefore always post the exact complete build id.

Therefore the Poly VoIP FAQ contains this post here:

Question: How can I find out my SIP or UC Software Version of my Phone?
Resolution: Please check here


Both the communities Must Read First and the FAQ reference the basic minimum information a new or follow up post should contain.

This ensures the questions having to be asked are limited and any new or follow up post contains the right amount of details to ensure any voluntary participant within the community does not spend additional time chasing basic information.

As a reminder the basic information asked for:

  • Provide the exact Software Version of your Phone
  • Provide the Phone Model
  • Provide the Call Platform (aka openSIP,Teams, Skype for Business Online, Skype for Business on Premise, Lync, Zoom, BlueJeans and/or Hybrid Registration)
  • Provide details if UC / SIP or ObiEdition
  • Additional Poly Infrastructure (RPRM,PDMS or BToE)
  • If applicable provide a backup of the phone in question

UC Software 4.0.0 or later via the Web Interface Utilities > Phone Backup & Restore > Phone Backup > Phone Backup. Please rename into .TXT or Zip the file to attach.
Since UC Software 5.9.0 simply provide this via the Web Interface Diagnostics > Download Support Information Package

  • If possible provide a Log and either attach them or use the Code Tag.Consult the Troubleshooting Section found within the FAQ if applicable
  • If possible provide the MAC Address or Serial of the device
  • Provide details for example if the issue is a day 1 issue or only happened after an upgrade or any other relevant details
  • For questions around Support please check here

Whilst providing some of these details may not directly impact any possible answer the community can provide, it does enable Poly to have an overview of the current software used. In addition, providing all details at the same time allow us to check logs or look up potential support partners if an issue needs to come into support. It also enables us to verify the entitlement for using features.


Please ensure you always check the FAQ's and/or utilize the community search before posting any new topics or follow up posts.

 

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

Resolution: Have a look => here <=

In order to raise a support ticket, you need to work with your Poly reseller as they may need to do this for you.

 

If the above is not sufficient enough and no other volunteer has another idea the quickest way to speed this up is to open a ticket.


End Customers are usually unable to open a ticket directly with Poly support. Available End User Poly services offerings are detailed here

If this is some sort of an Internet discounter providing your MAC address or your Poly devices serial will enable us to look up who would be able to support you. This may not be who you purchased the Poly device from.

If 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

----------------

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 6
Highlighted
Occasional Contributor

Re: VVX 3XX disconnecting

We have VVX310 with FW 5.9.5.0614 and VVX 311 with 5.6.0.17325 and 6.1.1.2670.

Running In Skype for Business Onprem.

 

Configured in dot1x with username and password

 

 

how can we troubleshoot network on the device  as it seems that it send to the syslog server but doesn't see what it must receive.

 

Message 3 of 6
Highlighted
Polycom Employee & Community Manager

Re: VVX 3XX disconnecting

Hello @Jean-Marc F ,

 

again we do not have all the requested information and the FAQ can be consulted:

 

Oct 17, 2011 Question: How can change Logging Levels or use Syslog?

Resolution: Please check => 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

----------------

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 6
Highlighted
Occasional Contributor

Re: VVX 3XX disconnecting

this is the log in excel format (easier to find stuff).

issue between 13:53:00 and 14:49:00.

before you can already see that there are dns request timeout, syslog are still written. When we check network traces (we mirrored the port) we see the request sent by the phone AND the answers . It seems that the phone don't receive them. 

Polycom Employee & Community Manager

Re: VVX 3XX disconnecting

Hello @Jean-Marc F 

 

I as a Poly employee cannot provide free support via the community.

 

Other volunteers can comment but in order to troubleshoot this it would need to come into support. Our records show the phone was sold via WESTCON GROUP EUROPEAN OPERATIONS LIMITED back in 28/09/2018.

 

For us it is out of warranty and PPI, as explained above, would be applicable.

 

Please work with Westcon.

 

Best regards

 

Steffen Baier

----------------

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 6 of 6