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VVX Phone looses presence intermittently and unable to call when it does.

Occasional Visitor

VVX Phone looses presence intermittently and unable to call when it does.

Hi All,

 

we are running Skype for Business 2016 (on premise) with polycom VVX phones.

 

We are having this issue where our VVX 410, 411 and 610 phones will show the presence of our favourite contacts on screen correctly but then out of the blue it will loose all the presense infomation and just show the users name - in black and white.

 

When this happens the user is unable to make or recieve calls. I am assuming that this is the phone loosing its registration against the skype server momentaritly? It usually lasts for 30 sec to a minute.

 

I would appreciate any advice to resolve this issue.

 

is there anything i should be looking for in the logs which will point me in the right drection?

 

Regards

 

 

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1 REPLY
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Polycom Employee & Community Manager

Re: VVX Phone looses presence intermittently and unable to call when it does.

Hello @PaulWA,

welcome to the Polycom Community.

It is always useful to include the currently used UC Software version as issues experienced or a question asked may already be addressed in a newer release.

This also allows yourself and others to check against current software release notes, Administrator Guides or FAQ post’s.

The above is also stated in the "Must Read First" and is the absolute minimum requirement every new post should include. .

In addition providing us with this basic information gives Polycom an idea what Software Versions are used in the field and avoids wasting time trying to troubleshoot issues which have already been addressed.

Therefore the Polycom 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

 

In addition the Skype for Business FAQ contains:

 

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

Resolution: Have a look => 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

Polycom Global Services

Please be aware:

The purpose of these forums is to allow community members collaborate and help each other.
Questions posted here do not follow Polycom’s SLA guidelines.
If you require assistance from Polycom technical support, please open a
web service request or call us .

The above is necessary in order to track issue internally within Polycom.

You are welcome to post more questions or configuration or logs for other community members to look at but if your issue requires a fix via Polycom you must go via the official support structure.

Please 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".

This forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Polycom 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 may be answered on weekends, bank holidays or personal holidays.
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