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RealPresence Touch Panels Losing sync with Group Series 500 devices

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Occasional Visitor

RealPresence Touch Panels Losing sync with Group Series 500 devices

Good morning

 

I wonder if anyone has seen this happen before. We have recently installed 7 stand alone Group Series 500 and Real Presence Touch for a Tier One Oil and Gas Operator. The Project is nearing FAT completion. In time these endpoints will be connected to the Tear One's Polycom Infrastructure

 

We have a local NTP server on a local switch running just now. Which seem to work fine

However, if we go into a Point to Point  late in the evening, and return the next day, The Touch Panel will not show the next day, ieThursday 8th October 8.00am, its will still show the previous day but the time will be correct

 

The units are all on 6.2.2.3  

 

Is there a setting on the Codec that has not been checked etc 

 

Has anyone seen this before, any help will be much appreciated,

 

Thanks in advance,

Message 1 of 5
4 REPLIES 4
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Polycom Employee & Community Manager

Re: RealPresence Touch Panels Losing sync with Group Series 500 devices

Hello @DWAV Solutions ,

 

Welcome to the Poly Community.


I checked briefly internally and could not find a similar issue. I suggest you get this into support.

 

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

Best Regards

Steffen Baier

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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.

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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 5
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Occasional Visitor

Re: RealPresence Touch Panels Losing sync with Group Series 500 devices

thanks for the feedback. We have 7 systems all doing the same thing. It happens whether they are on the Codec clock or client NTP

Message 3 of 5
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Polycom Employee & Community Manager

Re: RealPresence Touch Panels Losing sync with Group Series 500 devices

Hello @DWAV Solutions 

 

our support team will be able to analyze the logs and check for the root cause. Therefore this needs to come into support.

 

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 4 of 5
Highlighted
Occasional Visitor

Re: RealPresence Touch Panels Losing sync with Group Series 500 devices

will do

Message 5 of 5