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Software version 6.0.0 freezes

Solo69
Occasional Advisor

Software version 6.0.0 freezes

We have two installations of GroupSeries 500 with latest software version 6.0.0. Both systems have 1080p and EagleEye Producer licenses.  The systems have been on the latest SW release for a couple of days, and we more or less immediately after upgrade started to get situations where the systems froze and need a restart. Nothing have been changed on the network or the firewalls. .

 

Is this a bug og a known issue? Have you had other reports like this? When will next patch be released?

 

 

Message 1 of 8
7 REPLIES 7
SteffenBaierUK
Polycom Employee & Community Manager

Re: Software version 6.0.0 freezes

Hello Solo69,

welcome back to the Polycom Community.

Please get this into our support organisation via your Polycom reseller.

 

The sooner you do this the sooner we can fix this.

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

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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 8
ESA Carlos Cedeno
Occasional Visitor

Re: Software version 6.0.0 freezes

Are you also aware that this software release also causes mic's audio lost locally when sharing content, according to Polycom support it should be fixed with a factory reset and a re-configuration of the codec and it does but them the mic audio is lost randomly.

Message 3 of 8
Solo69
Occasional Advisor

Re: Software version 6.0.0 freezes

Thanks for your reply. No I was not aware of that. I had to reset the systems latest this morning, so now I've planned to downgrade to version 5.1.2. I can't find any placed to register a support case on polycom.com. My reseller is informed about this but have done nothing so far.

Message 4 of 8
Solo69
Occasional Advisor

Re: Software version 6.0.0 freezes

Maybe someone from Polycom could tell us when the next patch for this system is planned to be released? Will these issues be fixed?

Message 5 of 8
SteffenBaierUK
Polycom Employee & Community Manager

Re: Software version 6.0.0 freezes

Hello Solo69,

these issues can only be fixed if someone opens a support ticket via their reseller. More than often we cannot reproduce these issues so this is what is needed.

 

The quicker you do this the quicker we can get it into a fixed version or hotfix. You posted this a week ago and I replied about 30 minutes later but still have not raised this as far as I understand.

If this is some sort of an Internet discounter please post your phone's MAC address so I can look up who would be able to support you.

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 6 of 8
Solo69
Occasional Advisor

Re: Software version 6.0.0 freezes

We have of course raised this to our reseller and asked they to open a support ticket at Polycom support, but nothing has yet happened. This is now one week ago. It would have been a big benefit if we (your end-users) could register support tickets directly to you in stead of taking everything through a sleeping reseller.

Message 7 of 8
SteffenBaierUK
Polycom Employee & Community Manager

Re: Software version 6.0.0 freezes

Hello Solo69,

You still have not posted your MAC or Serial and therefore I am unable to check this and who is your reseller.

 

Only people that are certified and trained can open Tickets.

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 8 of 8