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Group 500 rebooting constantly .. Nothing

VC_NEWBEE
Occasional Advisor

Group 500 rebooting constantly .. Nothing

Hi

 

One of our systems consists of a Group 500 with EagleEye Director . When it works .. Great. I have two problems and will asks the communitybefore contacting Polycom support.

 

It is presently of the INternet . It is however connected to a LAN for testing purposes. System boots and reboot with no end. I left overnight and wen I cam back it was still going through its boot/reboot routine.  The jingles that signals readiness is not herd by the way in all these reboots. 

It has done that in the past three weeks since it has been installed. Or something similar it did the boot / reboot routine for about 20 mins before playing the jingle and working fine. This time it is constantly rebooting.

I will eventually reset it but I would rather NOT have to re-enter all these parameters manually.

 

If anyone has any explanation why this is doing that sort ofthing and how to solve it. I would really appreciate it. 

 

Thanks in advance

 

Newbee

Message 1 of 12
11 REPLIES 11
Kendo
Polycom Employee

Re: Group 500 rebooting constantly .. Nothing

Try disconnecting the mic cable and any other non-essential cable leaving only monitor. See how it behaves. If it stops booting connect camera then mic etc.  We have seen a bad or loose mic cable cause errors and the system will try to clear the errors by booting. If no change perform the factory restore (we will recommend the restore if you call support).  The only reason fro the reboot is either hardware problem or software problem. The restore will fix the software problem.

Ken
Polycom
Sr. Product Support Technician
Message 2 of 12
VC_NEWBEE
Occasional Advisor

Re: Group 500 rebooting constantly .. Nothing

I will be careful on this part. I did not see anything wrong aside from some cables that ere loose. Camera cables to the EagleEye Director were not snuggly scewed. I suppose that might have been the problem. 

Thanks

 

Newbee

Message 3 of 12
VC_NEWBEE
Occasional Advisor

Re: Group 500 rebooting constantly .. Nothing

Hi

 

I will try to document my experience with the rebooting Group 500. I hav installed two systems based on the Group 500. I experienced the non-stop booting on both. The first one was the original post and I reset it to fsctory defaultThe weirdest thing was that both machine were functioning perfectly before.

Today I just changed a Firewall setting in one of the Group 500 which is a room system that has been working well for the past two weeks. The room system consist of a Soundstructure and an EgleEye and of course the RGroup 500. They are all rack-mounted and everything was working. To repeat, today, i changed two settings in the firewall: From Public IP to Private and the NAT configuration from Manual to Auto…  The system went intoreboot and has been rebooting non-stop for two hours (boots, seems to work,  shows the Home screen, then reboot). It gets to show you some screen to which you can navigate and eventually turn it off by the long push on the hang-up button on the remote... You must do it quickly because the system eventually reboots. And get to the Home screen (without any sound) and will eventually reboot again and again… It never plays the greeting sound.                                                                                                                                                                                                                                                                                                                                                                                                                                                         It has been doing so for at least two hours. I will quickly add the system is not connected to the Internet just to some Private IP address...

If only one system would have done it, I would have thought it was defective and ask for a replacement. No! Both units have done it, this seems to be endemic to the Group 500                                                                                                                                   or at the very least a common occurrence. All cables have been reviewed and are secured. There were NO physical manipulation of the. What should I do. I will call Support later but wanted to have the community impressions.

 

The system is to be in production this week … You can imagine the level of stress

 

Message 4 of 12
VC_NEWBEE
Occasional Advisor

Re: Group 500 rebooting constantly .. Nothing

Hi

 

Once re-connected to the Internet, System boots normally. This is very weird and to me bothersome. We intend to use some of the systems that will be installed later, off the Internet in a private network ...

No Physical changes to the system just different system for the Firewall and asking it to take fixed ports ... It is working now. I sincerely would like a Polycom support specialist to shine some light on this.

Thanks in advance

newbee

Message 5 of 12
Kendo
Polycom Employee

Re: Group 500 rebooting constantly .. Nothing

Be sure the system is running the latest software 4.0.2.  If after an upgrade it still boots please call support - (888)-248-4143.

 

We want to know what is causing this.   We will need to see the system logs. Try to reproduce the issue, get it stable enough so you can log in through the WebUI and download logs. If you are unsure of this process we will be glad to assist you.

Ken...

Ken
Polycom
Sr. Product Support Technician
Message 6 of 12
VC_NEWBEE
Occasional Advisor

Re: Group 500 rebooting constantly .. Nothing

Kendo

 

Thanks. I will send call Polycom Support and send you the logs. I have experienced this three times. The first time, I reset it to factory defaults and it downloaded the new software and worked until, I disconnected it from the Internet and did a few days after.. I did the same reset and connected to the Internet. it worked.

The day befoe yesterday , I made a change inthe firewall and it went on the reboot loop. After several hourse of the loop (boot, shows a few screen and reboot by itself), I turned it off nd tried again .. Same ... I turned it off and went home. Yesterday came back and connected it to the Internet. Simply booted with splash screen and "splash" sound/jingle  (by the way even if there is a spash screen, if there is no splash sound, the unit hasn't boot correctly, it will eventually reboot). its working like a charm although I may have an (unrelated IMO) echo problem that may due to suboptimal settings in the Soundstructure.

Will open a case and send you everything later today .

 

newbee

Message 7 of 12
lalit_ahir
Member

Re: Group 500 rebooting constantly .. After Pluging Network Cable

Hi,

 

We have facing an issue on GS 500 as soon as we connect the GS 500 to LAN its reboot in 4-5sec after getting DHCP IP, or Static IP and without LAN cable it works fine. Currently i am at customer place, if anyone can help. what could be the issue or solution it will be great help.

 

Version: 4.1.2

 

Thanks

Lalit Ahir

Message 8 of 12
Conferencing4All
Occasional Visitor

Re: Group 500 rebooting constantly .. After Pluging Network Cable

It seems to be a specific Group500 behaviour. Bought this older Group500 (s/w 4.1.1) with EEIII (MPTZ9) camera. It behaved exactly like the descriptions above. After start up sometimes it completes the procedure but after a few seconds of the standard screen, it boots again. Sometimes it keeps repeating booting for ages.

 

Performed a factory reset, changed power adapter, mic (new) and camera (EE IV), but nothing changed. Then tried it with only a video out connected and then it performs a complete start up and does not reboot immideatly. Could even plug in the camera, mic and ethernet and everything stayd up and running for a while. But when I tried a reboot it was back to the constantly rebooting. 

 

I have repeated this procedure and all kind of variantions for hours now but still can't tell what part is causing the problem. I recently had the mic cable problems with another system too, but that was different to this one.
These descriptions above are 100% identical to my problem, so who can tell what the solution (or the verdict) was in those cases?


Anybody advise what I can try?  System is from 2013 and no service contract running anymore, so I don't expect much from Polycom.

Message 9 of 12
SteffenBaierUK
Polycom Employee & Community Manager

Re: Group 500 rebooting constantly .. After Pluging Network Cable

Hello @Conferencing4All,

welcome to the Polycom Community.

The original post was back from 2013 and neither the original poster or the follow up poster ever provided an update on these 2 individual units.

 

Without anyone raising a ticket with Polycom we cannot check the logs and comment or fix an issue and therefore other users may be deprived from a solution as you now find yourself.

 

Not knowing the history of the device that you purchased 2nd hand you may have bought a faulty device.

 

As you have not provided any serial numbers or anything I am unable to check its history internally.


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 a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.

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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.
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Message 10 of 12