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Web interface not working

SOLVED
Mahmoud Aly
Visitor

Web interface not working

Hello,
we are using in our company many types of HDX "8000,9000.7000" but recently we are not able to access these devices via web interface and i dont know why , and the only way to access via this feature is by rebooting HDX and after 10 or 5 minutes, again the same problem appears and i'm not able to access the devices from the web interface again , so please any idea why this kind of problems and what the solution for that issue .

GOG
Message 1 of 7
1 ACCEPTED SOLUTION

Accepted Solutions
SteffenBaierUK
Polycom Employee & Community Manager

Re: Web interface not working

Hello Mahmoud Aly,

 

based on the follow up information I would suggest you work with your Polycom reseller to bring this to the attention of Polycom support.

 

This is quite a complex setup so we need various different logs to be looked at.


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. All posts and words are my own & do not represent the views of Employer.

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

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

View solution in original post

Message 4 of 7
6 REPLIES 6
SteffenBaierUK
Polycom Employee & Community Manager

Re: Web interface not working

Hello Mahmoud Aly,

welcome to the Polycom Community.

It is always useful to include the currently used software version as issue experienced may already be addressed in a newer release. This also allows yourself and others to check against current software release notes.

 

In addition it would be good to know if these units are directly exposed to the Internet or if any Polcyom solution like a Real Presence Resource Manager or a CMA is being used.

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. All posts and words are my own & do not represent the views of Employer.

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

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 7
Mahmoud Aly
Visitor

Re: Web interface not working

Hello Steffen ,
First thanks alot for your immediat replay .
Regarding HDX frimware its been upgraded to 3.1.3 version and this issue is before that upgrade , also we have CMA 4000 with software version 6.2.5 and RMX 2000 with software version 7.8.0.246 and let me tell one more thing maybe it will help you to find the solution for my problem , while we are creating a new virtual meeting for "Multipoint feature" it's showing on CMA 4000 that the device which i added to that call is already connected to another call and actually when we trying to check that HDX its not connected to any call and its ready and online !! ........ and why im posting this kind of issue cause im the one who responsible for Polycome devices and some time i need to access HDX via the web interface to help the end user to establish call and after this issue it cost me a lot of time to establish that call and most of time i have to send one from our tech support team to establish that call localy or to reboot that device .

hope its clear now

GOG
SteffenBaierUK
Polycom Employee & Community Manager

Re: Web interface not working

Hello Mahmoud Aly,

 

based on the follow up information I would suggest you work with your Polycom reseller to bring this to the attention of Polycom support.

 

This is quite a complex setup so we need various different logs to be looked at.


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. All posts and words are my own & do not represent the views of Employer.

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

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

View solution in original post

Message 4 of 7
Jordanmsu
Occasional Visitor

Re: Web interface not working

We are eperiencing the same issue on multiple HDX 8000 units.  We have a CMA 4000 and RMX 2000 as well.  The issue first started for us a week or so after upgrading our codecs with the new heartbleed fix.  We have been working with polycom with little help so far.  If anyone figures this out we would really appreciate any info we can get.  If we figure it out I will reply here, as well.

Message 5 of 7
Baij_Patel
Occasional Visitor

Re: Web interface not working

We have exactly the same issue and my onsite Polycom engineer has been working with Polycom 3rd line support and it's still not fixed.  We have Polycom HDX8000 codecs.  We used the latest firmware and had the issue.  Going back to an old firmware resolved the issue for most of the units but not all of them.  As another poster mentioned, rebooting the unit allows access to the web-admin page for a while before it stops working again.  We are using a CMA.  We suspect that the issue appears after we add the device to the CMA but this needs further testing.

 

Has anyone resolved this as yet?

 

Thanks

Message 6 of 7
SteffenBaierUK
Polycom Employee & Community Manager

Re: Web interface not working

Hello Baij_Patel,

welcome to the Polycom Community.

It is always useful to state the actual currently used software version as in weeks, months or even years to come nobody will know what the software version in the past was.

 

Could you also kindly provide the Polycom ticket reference where your onsite engineer works with our support team ?


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. All posts and words are my own & do not represent the views of Employer.

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

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 7 of 7