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Repeated network connectivity issue requiring reboot to solve

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Occasional Visitor

Repeated network connectivity issue requiring reboot to solve

Our infrastructure consists of roughly 30 endpoints, mostly HDX 8000.    Over the past year we've started to notice a repeatable issue in almost all of our units.     For whatever reason they lose the ability to accept ( or even recognice ) and incoming call or to make an outgoing call.     When it happens, the units still allow connectivity via the web managment interface both from inside the LAN and outside, but don't even recgognize incoming calls eithier from a bridge or another individual endpoint.  

We have updated firmware and even physicaly replaced units due to upgrades, but this issue has become more and more prevalent.    Sometitmes the units need to be rebooted multiple times a day to solve the unresponsiveness to calls.    

 

We have made some network infrastructure changes, but not sure where we could even begin to look.  It's almost as if there is a "keep alive" issue on the firewall or something of that nature.   It happens frequently and on just about all units on our network.  

Message 1 of 4
3 REPLIES 3
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Polycom Employee & Community Manager

Re: Repeated network connectivity issue requiring reboot to solve

Hello

The video FAQ in this section covers this with an article.

Please utilise the FAQ

Replied via a mobile device
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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 4
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Occasional Visitor

Re: Repeated network connectivity issue requiring reboot to solve

Thank you for the reply.   I have read the video FAQ and cannot locate a Q/A spedific to my issue of intermittent unresponsiveness.    The units in question have ALL inboiund and outbound ports open so the fireall is not suspected as a problem at this time.   The units function fine until there is a undetermined period of inactivity and then they simply do not allow incoming or outgoing calls.  The web interface remains accessible, and we've chedked logs for heat issues, etc with nothing observed.     

 

If I"m missing an article in the FAQ directly related I apologize but I cannot seem to find it, if you have a direct URL that woudl be much appreciated.  

Message 3 of 4
Highlighted
Polycom Employee & Community Manager

Re: Repeated network connectivity issue requiring reboot to solve

Hello

There will not be a specific FAQ for every scenario but the FAQ explains how to use wireshark to capture the data and your network team can utilise this to determine the root cause

If this is not helping then the next step is to contact your POLYCOM reseller so they can assist or escalate into POLYCOM

Replied via a mobile device
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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.

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

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 4