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HELP: Polycom SoundPoint 331 Sip phones constantly restarting

Occasional Advisor

HELP: Polycom SoundPoint 331 Sip phones constantly restarting

Hi there guys,


I hope you can help or guide me in the right direction regarding the following.


I have the above Polycom phones working at a site normally. can register them to my pabx and can contact the boot server without any issues.


The problem I now have is that we are busy moving to another building. A new network has been setup at the new buidling and is able to access the old network at the old buidling where the servers are located.


When I try and register a phone at this new buidling and make changes, the phone restarts and constantly restarts for about 20+ times without allowing you to make any changes because as soon as you enter the menu the phone restarts again.


If I take the phone back to the old building it registers fine, etc. and only restarts after the changes which is normal.

I took it back to the new building and connected, it powers up and registers, but then again restarts a couple of times and eventually is fine.


It almost looks like there might be too many hops from the new buildings network to the old one.


I havent seen this before so I have no clue what would cause this other than the network?


Your assistance would be appreciated.


Thanks and regards



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Polycom Employee & Community Manager

Re: HELP: Polycom SoundPoint 331 Sip phones constantly restarting

Hello OPC09,


without knowing the SIP/UCS Software Version and the provisioning method being used and some log files and in a addition a wireshark trace it is hard to provide any advise.


Have you checked for loops in your network?


Is the Phone powered via PoE or via a external power Supply?


Could you also be so kind and check your additional Community Post's and confirm if they did solve your other previous issues and mark them as a Solution so other community members can profit from the information provided?


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 2