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Polycom abruptly rebooted

Occasional Contributor

Polycom abruptly rebooted

Past few days when we connect two or more Multipoint sites from Our Polycom, randomly Polycom abruptly reboots and all sessions get disconnected.

Below is the Polycom information

RealPresence Group 500

System Software : Release -


Any Suggestion's and help


I am also attaching latest logs

Polycom Employee & Community Manager

Re: Polycom abruptly rebooted

Hello @osama.mansoor ,


welcome back to the Polycom Community.

Both the community's Must Read First and the community's FAQ reference the basic minimum information a new or follow up post should contain.

This ensures the questions having to be asked are limited and any new or follow up post contains the right amount of details to ensure any voluntary participant within the community does not spend additional time chasing basic information.

As a reminder the basic information asked for:


  • Provide the exact Software Version and Model of your Polycom Device
  • Provide the Call Platform (aka openSIP, Lync,H.323, Skype for Business)
  • Additional Polycom Infrastructure (RPRM,DMA,CMA,RMX/RPCS)
  • If possible provide the Serial of the device so we can look up the history of the device
  • Provide details for example if the issue is a day 1 issue or only happened after an upgrade or any other relevant details
  • For questions around Support please check here

Whilst providing some of these details may not directly impact any possible answer the community can provide, it does enable Polycom to have an overview of the current software used. In addition providing all details at the same time allow us to check logs or look up a potential support partners if an issue needs to come into support. It also enables us to verify the entitlement for using features.


Looking into the attached logs I can see tombstones so this would require Support analysis.


In addition I can see a lot of packet loss but not knowing any timelines around the issue or the exact call scenario it is hard to tell.


Looking up the serial 8212420E17E3CV I can see the unit was sold via First Video Communications FZ-LLC back in 11/12/2012


You are running a very old software as well so I would suggest to upgrade to 4.3.x or 4.3.x or 4.1.x or if not possible or missing entitlement at least to


If this all fails a Support Ticket needs to be raised.


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
Message 2 of 3
Occasional Contributor

Re: Polycom abruptly rebooted

Yes it was purchased in 2013

Still we have no support of it that's the one reason i want to fix it my self with the help of community members.


Actually packet loss is not a primary a issue the core issue is abruptly reboot while connecting with more multipoint sites.


Message 3 of 3