Plantronics + Polycom. Now together as Poly Logo

Group500 w/ O365 keeps rebooting

Highlighted
Occasional Contributor

Group500 w/ O365 keeps rebooting

I have a Group500 w/ O365 works just fine until it keeps rebooting itself at will. When not in a call reboots every 5 minutes.

 

Doesn't reboot as often while on a call. Once in a call for about 40 minutes, then it reboots itself.

 

If I disable O365 altogether and just use plain SIP/H.323 calling, Group500 never reboots itself.

 

Any Ideas?

Message 1 of 11
10 REPLIES 10
Highlighted
Polycom Employee & Community Manager

Re: Group500 w/ O365 keeps rebooting

Hello pdacosta,

welcome to the Polycom Community.

It is always useful to include the currently used 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 "Read First"

In addition the usage for Office 365 is not yet officially supported and the only support you would get is you participate in the TAP program.

 

The FAQ contains this:

 

Oct 10, 2016 Question:Does the RealPresence Group system support Skype for Business Online, Skype for Business 2015, or Lync 2013 Server?

Explanation:The Skype for Business and Microsoft Office 365 features included in this version of RealPresence Group Series version 6.x.0 are currently undergoing Microsoft interoperability testing. As required by Microsoft, the Office 365 online mode will not be available until Microsoft has completed their testing.

Polycom will make an announcement once testing is complete and RealPresence Group Series is certified. At that time, you will be able to register with Skype for Business Online as part of Office 365.

Utilizing a GroupSeries in Skype for Business Online mode will require a PolycomTouch control

Note: This is not required for registration with the Skype for Business on-premises server.


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: 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 11
Highlighted
Polycom Employee & Moderator

Re: Group500 w/ O365 keeps rebooting

If you have encryption active, test with it turned off.

Message 3 of 11
Highlighted
Occasional Contributor

Re: Group500 w/ O365 keeps rebooting


@Polycom Video EP PLM wrote:

If you have encryption active, test with it turned off.


Thanks for the info, I did change the "Require AES encryption for Calls" to "OFF" under Encryption Tab.

 

Unfortunately that did not do the trick, still rebooting itself.... :-(

Message 4 of 11
Highlighted
Polycom Employee & Community Manager

Re: Group500 w/ O365 keeps rebooting

Hello pdacosta,

Unfortunately you have not answered any of my questions and are most likely using an unsupported solution.

 

Not providing basic details makes it near impossible to answer this.

Best Regards

Steffen Baier

Polycom Global Services

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

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 5 of 11
Highlighted
Occasional Contributor

Re: Group500 w/ O365 keeps rebooting


@SteffenBaierUK wrote:

Hello pdacosta,

Unfortunately you have not answered any of my questions and are most likely using an unsupported solution.

 

Not providing basic details makes it near impossible to answer this.

Best Regards

Steffen Baier

Polycom Global Services


It is definitely a supported solution.

My current software version is  latested Release - 6.1.0-310348 with Skype for Business License activated.

Message 6 of 11
Highlighted
Polycom Employee & Community Manager

Re: Group500 w/ O365 keeps rebooting

Hello pdacosta,

Is this Skype for Business Online aka O365 or an On Premise installation?

 

If S4B Online then you only receive support from Polycom if you participate in the Polycom TAP program.

 

Everything else is outside the scope i.e. not supported.

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: 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 7 of 11
Highlighted
Occasional Contributor

Re: Group500 w/ O365 keeps rebooting


@SteffenBaierUK wrote:

Hello pdacosta,

Is this Skype for Business Online aka O365 or an On Premise installation?

 

If S4B Online then you only receive support from Polycom if you participate in the Polycom TAP program.

 

Everything else is outside the scope i.e. not supported.

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


As I mentioned on my 1st post, I am running Office 365 (Online/Cloud) on the Group500.

 

While on office365, group500 reboots every 30-45minutes randomly.

We also have an On Prem account(Lync2013), while OnPrem, it works just fine and never reboots itself.

 

I understand Office365(Online/Cloud) has not been certified just yet by Microsoft on the Group500.

 

Just trying to get some feedback from the community what could be possibly be causing the random rebooting.

 

Thank you all in advance!

Message 8 of 11
Highlighted
Polycom Employee & Community Manager

Re: Group500 w/ O365 keeps rebooting

Hello pdacosta,

we, Polycom, cannot support you outside of our official TAP program simply as we do not have an official qualification for this Microsoft platform.

 

I suggest you work with your Polycom reseller / Polycom Sales Engineer on getting you into the TAP program if possible.

 

Anything outside of this is at your own risk and unsupported. In addition you must have a Polycom Touch to use this solution.

Best Regards

Steffen Baier

Polycom Global Services

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

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 9 of 11
Highlighted
Occasional Contributor

Re: Group500 w/ O365 keeps rebooting


@SteffenBaierUK wrote:

Hello pdacosta,

we, Polycom, cannot support you outside of our official TAP program simply as we do not have an official qualification for this Microsoft platform.

 

I suggest you work with your Polycom reseller / Polycom Sales Engineer on getting you into the TAP program if possible.

 

Anything outside of this is at your own risk and unsupported. In addition you must have a Polycom Touch to use this solution.

Best Regards

Steffen Baier

Polycom Global Services


Yes I am using the Real Presence Touch Panel with the Group500/O365. I was aware of it.

 

Gonna look into TAP program. Thanks!

Message 10 of 11