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Polycom HDX8000 crashes on receiving Facility


Polycom HDX8000 crashes on receiving Facility



We have an Telepresence endpoint Polycom HDX8000, details are shown below:


Serial Number: 8212510F8804CG

Software Version: Release - 3.1.2-35267

MAC Address: 00:E0:DB:0F:88:04

Model: HDX 8000 HD

Hardware Version: B


I was trying a call forwarding scenario for an h.323 video call, during this my unit got restarted

I tried this multiple time and the result was same.


Steps I performed were :


1. My Polycom unit calls to onther soft phone.

2. On the soft phone call forwarding on "no answer was" activated.

3. Soft phone sent the facility message with reason = callforwarded, and alternate ip to dial to.

4. Soft sent release complete message.


But instead of calling to newly provided IP, Ploycom unit crashes, I mean it got restarted.


Note:  The same scenario worked for me when I swithced to SIP protocol. Trace file was also not captured as unit get restarted.


Please let me know wether above mentioned device supports call forwarding on h.323.




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Polycom Employee & Community Manager

Re: Polycom HDX8000 crashes on receiving Facility

Hello Ashok,

welcome to the Polycom Community.

I would need to look into the H.323 protocol details if there should be support for this but stating this our unit should not reboot.


I suggest you upgrade the HDX to the latest available version and then repeat the test.


If the unit still fails please gather the log files and work with your Polycom reseller to bring this to our support teams attention.

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

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
Message 2 of 2