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Occasionally RPG500 Admin GUI not reachable via HTTP and Touch not paired

Reiner Vogt
Occasional Contributor
‎11-25-2020 05:11 AM
‎11-25-2020 05:11 AM

Occasionally RPG500 Admin GUI not reachable via HTTP and Touch not paired

We are running about 20 Systems RPG500 based on Software Release - 6.2.2.2-610014.

From Time to Time Systems do not come back from "sleep" or are not accessable via their HTTPs Admin GUI. The only solution till now is to reboot the systems. After the reboot, the pairing to the touch works and HTTPs GUI is accessable again. As the RPG500 works together with PANO and Eagle Eye Director II a reboot is done via a central switch for all components and takes quite some time. This is quite anoying for the users.

Is anybody else facing this issue and found a reason for that and is there a solution to fix this?

 

BR

Reiner

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SteffenBaierUK
Polycom Employee & Community Manager Polycom Employee & Community Manager
Polycom Employee & Community Manager
‎11-25-2020 08:45 AM
‎11-25-2020 08:45 AM

Re: Occasionally RPG500 Admin GUI not reachable via HTTP and Touch not paired

Hello @Reiner Vogt ,

 

Welcome back to the Poly Community.


I would try to upgrade one unit to 6.2.2.4 and see if this addresses the issue. I could not find anything in the release notes or internally.

 

If this fails contact support assuming as you are working for the federal government so I guess you are under support. This way we can look at the logs and it may be related to an issue we currently troubleshooting.

 

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

----------------
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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

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

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
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Reiner Vogt
Occasional Contributor
‎11-25-2020 08:38 PM
‎11-25-2020 08:38 PM

Re: Occasionally RPG500 Admin GUI not reachable via HTTP and Touch not paired

Hi Steffen,

 

thanks for your reply. I will give this a try as soon as I am back in the office. Currently I am working from my Home-Office. So till the end of next week you'll get some feedback.

 

BR

 

Reiner

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Reiner Vogt
Occasional Contributor
‎12-06-2020 09:20 PM
‎12-06-2020 09:20 PM

Re: Occasionally RPG500 Admin GUI not reachable via HTTP and Touch not paired

Hello Steffen,

I installed this release on 4 new Systems I received. This morning it happened again on one of those. I try to access it via the WEB-GUI. Once I add the admin login and press return it gets stuck and in case I refresh the Browser Window, no connection to the https daemon anymore? It just says, that this website is not accessible anymore

Anything else that I could do here?

 

BR

Reiner

 

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Reiner Vogt
Occasional Contributor
‎12-06-2020 09:22 PM
‎12-06-2020 09:22 PM

Re: Occasionally RPG500 Admin GUI not reachable via HTTP and Touch not paired

Just an additional info, all other WEB-GUIs are working Touch, Pano Eagle Eye and what makes me wonder, they all have the same LINUX base?

BR

Reiner

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SteffenBaierUK
Polycom Employee & Community Manager Polycom Employee & Community Manager
Polycom Employee & Community Manager
‎12-07-2020 03:29 AM
‎12-07-2020 03:29 AM

Re: Occasionally RPG500 Admin GUI not reachable via HTTP and Touch not paired

Hello @Reiner Vogt ,

 

Please get this into our support organisation.


Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

----------------
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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

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

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
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