Re: Unable to make calls HDX 7000

SilvaS · ‎11-09-2016

Hello,

We have 4 HDX 7000 units in our office and every morning we have to reboot the devices so they can make calls. It's not fallen out from the network because I can connect to it using the web interface without any problem but cannot make calls. It always says "Call has ended". I have turned off the screen saver as well. Replaced the switch which the devices are connect to. Also this happens during the day time. All the settings looks OK. As an example we make a call at 9am and around 12pm the system cannot dial out. So I have to login to the web interface and reboot the device or devices.

Software Version: Release - 3.1.11-53024

Has anyone experienced this? Please help. This has been happening for the past 6 months now.

Thank you.

Saj.

Polycom Video EP PLM · ‎11-10-2016

what happens when you try to make a call?

SilvaS · ‎11-10-2016

It doesnt even ring and message comes up "Call has ended"

Polycom Video EP PLM · ‎11-10-2016

Make sure the far end does not have "Do not disturb" activated.

SilvaS · ‎11-11-2016

It has nothing to do with the far end. It's the system which doesnt make the call.

SteffenBaierUK · ‎11-11-2016

Hello Silvas,

the next step is to raise this via your Polycom reseller as a support ticket.

If you do not have a valid service contract you can always open a PPI / Pay Per Incident

If this is some sort of an Internet discounter please post your Serial 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

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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.
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Kestutis_ELIPSIS · ‎12-05-2016

Hi,

we had very similar issue.

Polycom replaces the unit to new one, but problem won't disappear., every morning HDX must be rebooted to make calls.

After few weeks of researching, we tried to disconnect LAN in the evening - Eureka! Just plug in cable and you can call. We were looking for problem in the network but with no results. Finally we turn on firewall and ban all incoming unknown IPs (there was a lot of SPAM calls till that). And the problem disappear. I don't know it is a system bug or network "tricks", but this workaround worked for us.

Kestutis.

Kendo · ‎12-13-2016

Support has seen many cases with similar symptoms and most cases are from robo calls or some sort of spam or hacks. In all cases the HDX systems were outside the firewall. We have also seen that frequent SNMP polls can cause the system to be very slow to respond and appear to be unresponsive.

Ken
Polycom
Sr. Product Support Technician

SilvaS · ‎12-14-2016

We changed all the codec config to secure mode. Seems like it has done the trick. Thank you all for the feedback.

lucasaudio · ‎12-03-2017

Hi Silvas,

Can you share with me what exact security settings you configured to make it work?