Plantronics + Polycom. Now together as Poly Logo

Bug UCS 5.4.0.5841 - Stuck to the welcome message after upgrade

Highlighted
Occasional Advisor

Bug UCS 5.4.0.5841 - Stuck to the welcome message after upgrade

Environment:

 

Polycom VVX300 with firmware 5.4.0.5841 connected to an external Lync server 2013 (BToE).

 

Problem:

 

After an upgrade from UCS 5.3 to UCS 5.4 the phone remains blocked to the welcome message (picture attached), I need to push the home button to go to the normal display.

 

Same problem with 4 others vvx300 and vvx400.

 

 

Message 1 of 20
19 REPLIES 19
Highlighted
Polycom Employee & Community Manager

Re: Bug UCS 5.4.0.5841 - Stuck to the welcome message after upgrade

AlexVL

welcome to the Polycom Community.

Are these Phones that where prior signed into LYNC or simply booting up not signed into LYNC after the Upgrade ?

 

I can verify that this message is displayed for around 45 Seconds for example on a VVX310. After this the phone will prompt for either PIN & Extension or User Credentials.

 

Are you sure you waited this long for the diagnostic message to disappear?

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 2 of 20
Highlighted
Occasional Advisor

Re: Bug UCS 5.4.0.5841 - Stuck to the welcome message after upgrade

If I reset the phone the welcome message is displayed around 45 seconds for me too, but if I upgrade a phone already configured on Lync, it remains blocked to the welcome message.

 

I try to wait several minutes (15 min) but nothing changed, I need to push the home button to remove the message.

Message 3 of 20
Highlighted
Polycom Employee & Community Manager

Re: Bug UCS 5.4.0.5841 - Stuck to the welcome message after upgrade

AlexVL

was the phone signed into LYNC prior to the upgrade?

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 4 of 20
Highlighted
Occasional Advisor

Re: Bug UCS 5.4.0.5841 - Stuck to the welcome message after upgrade

We had the same issue with 31x VVX600 phones. The phones were signed in to Lync before being upgraded.

Message 5 of 20
Highlighted
Polycom Employee & Community Manager

Re: Bug UCS 5.4.0.5841 - Stuck to the welcome message after upgrade

Hello all,

  • Are these phones signed in via Pin & Extension or Username ?
  • Are these signed in via the Web Interface or the Phone Gui?

I could not replicate this in a quick test and most likely we need to get this to our support team via 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

----------------
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 20
Highlighted
Occasional Advisor

Re: Bug UCS 5.4.0.5841 - Stuck to the welcome message after upgrade

The problem appear only when the phone is signed via BToE.

Message 7 of 20
Highlighted
Polycom Employee & Community Manager

Re: Bug UCS 5.4.0.5841 - Stuck to the welcome message after upgrade

Hello AlexVL,

I have overlooked the BToE part and have just replicated this as well.

 

Can you go ahead and raise this via your Polycom reseller as requested earlier so we can open a support case?


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 20
Highlighted
Occasional Advisor

Re: Bug UCS 5.4.0.5841 - Stuck to the welcome message after upgrade

I already sent an email to my reseller but no response for now.

Message 9 of 20
Highlighted
Occasional Advisor

Re: Bug UCS 5.4.0.5841 - Stuck to the welcome message after upgrade

Still no news from my reseller, there are completely incompetent.

 

Can you tell if a new 5.4.xxx firmware will be released soon? Because this bug is very annoying.

 

Tanks.

 

 

Message 10 of 20