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Troubleshooting Web Access to HDX9006

Occasional Contributor

Troubleshooting Web Access to HDX9006

I am unable to open the web interface on two of my HDX9006 systems running software version 3.1.3.2-38311.

 

This has happened before and I was able to perform a remote reboot using the telnet and the API "Reboot Now" command; however, this is not working now.  I am still able to access the system via telnet on ports 23 and 24 and execute both the Reboot and ResetSystem commands to restart the system.  I am not able to connect in any other manner and when I run the whoami API command, it shows that HTTP is enabled.

 

Any suggestions are appreciated.

 

Thank you,

Message 1 of 5
4 REPLIES 4
Occasional Contributor

Re: Troubleshooting Web Access to HDX9006

I am happy to report that after repeated executions of the reboot and resetsystem commands, I am again able to access the devices via the web interface.

 

Nonetheless, as I stated in my original post, this problem has occurred before.  I have seen other related posts but none appears to contain a more permanent solution.  If a more permanent solution exists, I would appreciate someone posting it.

 

Thank you.

 

Message 2 of 5
Polycom Employee & Community Manager

Re: Troubleshooting Web Access to HDX9006

Hello BretScales,

welcome to the Polycom Community.

A good Idea would be to install a currently supported Software like 3.1.8 on the units.

 

If you still encounter these issues the next step is to provide the units logs to your Polycom reseller.

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




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also 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".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and maybe answered on weekends, bank holidays or personal holidays.
Message 3 of 5
Occasional Contributor

Re: Troubleshooting Web Access to HDX9006

Steffen,

 

Thank you your response.  Once I was able to access the devices via the web interface, I backed up the profiles and directories and installed the latest version of the HDX software (3.1.8). 

 

All seems to be working fine now.  Unfortunately, this was an intermittent issue that generally occurred after extended periods of the devices being online but sleeping.  Only time will tell if the upgrade solved the problem permanently.

 

 

 

 

Message 4 of 5
Polycom Employee & Community Manager

Re: Troubleshooting Web Access to HDX9006

Hello BretScales,

Getting the logs and working with your Polycom reseller will help to discover the root cause and prevent other users experiencing the same issue.


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




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also 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".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and maybe answered on weekends, bank holidays or personal holidays.
Message 5 of 5