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RGP series rendomly rebooting

Occasional Visitor

RGP series rendomly rebooting

Hi all,

We are setting up a pilot with an RPG 310 and RPG 500 for a potential customer.


Software version 6.2.2 is running on both units.


There is an integration with Skype for business in a O365 environment.


The issue we face is that boot units do reboot randomly within a call or even when the system is idle.


It seems that it depends on the network setup.  In one setup the unit didn't reboot, but due to the network desing we couldn't keep this setup.


We followed the administator guide and opend the ports needed for the setup.

Anyone who saw this issue before and can help us out of this?


Our service provider is also working on this case but till now we cannot provide a solution.


If any more information is needed, do let me know.


Kinds regards,



Message 1 of 3
Polycom Employee & Community Manager

Re: RGP series rendomly rebooting

Hello Koen,

welcome to the Polycom Community.

The Software version quoted by yourself is not a known software version. The current latest GroupSeries is 6.1.1


I suggest you get this escalated into Polycom support as soon as possible.

In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you.

If this is some sort of an Internet discounter please post either your phone's MAC address or your Polycom devices serial so I can look up who would be able to support you. This may not be who you purchased the Polycom device from.

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

Please be aware:

The purpose of these forums is to allow community members collaborate and help each other.
Questions posted here do not follow Polycom’s SLA guidelines.
If you require assistance from Polycom technical support, please open a
web service request or call us .

The above is necessary in order to track issue internally within Polycom.

You are welcome to post more questions or configuration or logs for other community members to look at but if your issue requires a fix via Polycom you must go via the official support structure.

Please ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

This forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
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Message 2 of 3
Occasional Visitor

Re: RGP series rendomly rebooting



My appologies, I miswrote the software version as this is of course 6.1.1.


I'll get in touch with polycom support.





Message 3 of 3