Unable to un-mute an endpoint

[Anonymous]

Twice recently during calls to a VMR (RMX1500 v7.7.0.158) an endpoint has been muted, and then been unable to un-mute.  The situation today was similar to the previous situation:

• While on a long call, 4 hours, the participants in a call began to take a break and several sites muted themselves while they were moving around in their rooms. 
• When the call resumed, one site pressed the un-mute button on the remote and the mute icon remained on screen.
• I logged in via the web interface and tried to un-mute using both the "virtual remote" and the Web Director.  Neither method would un-mute the endpoint.
• Since this was a "participant mute" I was unable to attempt to unmute from the RMX Manager.

Ultimitely the endpoint had to be rebooted to regain control of the mute\un-mute mode.  When the endpoint came back up, it was un-muted, as expected.

In many ways the endpoints have both behaved as if their CPU resources were maxed out.  I suspect that pressing un-mute would have eventually resulted in the system coming out of a mute mode once the command were processed.

All of t he endpoints in our estate are on the same code (3.0.5-22695).  Some systems have touch panels, others do not.  Both systems that have experienced this problem did not have a touch panel control, just the standard remote.

1. Has anyone seen this issue before?
2. How was it resolved?
3. Does anyone know if there is a way to look at the log of the actual system to determine what the resource utlilization status is?

[Anonymous]

We will need to see the HDX system log (which can only be read by a tool that polycom Support has).  Most likely cause may be a bad mic cable.  (Stepped on or run over by a chair).  If this is the issue you are sort of correct.  The HDX is recording errors and can fill up buffers causing "unpredictable results".

Give us a call and we can look at a recent log to see if there are any mic errors.  If the un-mute event happens again we will need the logs taken as soon as possible after the event.  Sounds like you are familiar with the log download page however we will only need the System Support Information package.

http://support.polycom.com/PolycomService/support/us/support/Contact_Us.html