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IP 331 and IP 650 reboot by themselves daily

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Occasional Advisor

IP 331 and IP 650 reboot by themselves daily

We just installed IP 331 phones and a couple IP 650 phones. The are connected to 3com 5500 POE switches. We replaced a 3com VCX200 phone system with a cloud based VoIP system. All phones were POE and never had any problems with them or any other POE devices. With the Polycom phones they reboot at least once a day at random times. Everytime they reboot your call lists and ringer volume resets itself. Has anyone else had this type of problem?

 

Thank you

Message 1 of 10
9 REPLIES 9
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Polycom Employee & Community Manager

Re: IP 331 and IP 650 reboot by themselves daily

Hello chetech,

welcome to the Polycom Community.

 

A good starting point is usually to supply the current software version of the phones.

The community's VoIP FAQ contains this post here:

 

Oct 7, 2011 Question: How can I find out my SIP UC Software Version or the BootROM Version of my Phone?
Resolution: Please check => here <=

 

You should then consider looking at this:

 

Oct 11, 2011 Question: How can I troubleshoot configuration Issues via Log Files or the phone GUI?

Resolution: Please check => here <=

 

or 

 

Jan 19, 2012 Question: How to troubleshoot Polycom VoIP related Issues?

Resolution: Please check => here <=

 

The logs files should be checked in addition.


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.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 2 of 10
Highlighted
Occasional Advisor

Re: IP 331 and IP 650 reboot by themselves daily

Thank you for the starting point. I don't have much access to the system itself, but will pull what I can from the phone.

Message 3 of 10
Highlighted
Occasional Advisor

Re: IP 331 and IP 650 reboot by themselves daily

How often should these phones goi out to the offsite server? I hooked up wireshark and I am watching a phone and like every 3 minutes I am seeing a screen like the example below in wireshark?

 

WiresharkRegister.PNG

 

Message 4 of 10
Highlighted
Polycom Employee & Community Manager

Re: IP 331 and IP 650 reboot by themselves daily

Hello chetech,

 

your expires is set to 145 seconds which is 2 minutes and 15 seconds.

 

Usually this is 3600 seconds / 60 minutes.

 

I would suggest you check this with your VoIP provider and ensure you check your log files for errors.

 

If you require support you will need to work with your Polycom reseller and/or Polycom support directly as outlined in my signature.

 

Best Regards

 

Steffen Baier

----------------
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 5 of 10
Highlighted
Occasional Advisor

Re: IP 331 and IP 650 reboot by themselves daily

They said that is correct. I'm waiting to hear back from them on the issue. I am at a loss on our end.

Message 6 of 10
Highlighted
Occasional Advisor

Re: IP 331 and IP 650 reboot by themselves daily

the switch ports are setup as hybrid. do you know if they need to be trunk ports rather than hybrid? Is there any special setup of the switch ports? I still believe it is an issue on the server end or maybe the config files, but have no access to the server end so have to do what I can from my end.
Message 7 of 10
Highlighted
Polycom Employee & Community Manager

Re: IP 331 and IP 650 reboot by themselves daily

Hello chetech,

I can only tell you what the Polycom factory setting is. The reboot may be completely based on something else.

 

You still have not followed up either what the current phone software you are running and/or if you follow up on the troubleshooting advise given in my original reply.

 

I would assume that your service provider should have some interest in solving your issue and they should be aware how to troubleshoot this or how to contact Polycom support if needed.

 

The community's VoIP FAQ contains this post here:

 

Oct 17, 2011 Question: How can change Logging Levels or use Syslog?

Resolution: Please check => here <=

 

You could use syslog to monitor the phones in order to spot any issues in the logs.


If all fails please contact your Polycom reseller and/or Polycom support directly.
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 10
Highlighted
Occasional Advisor

Re: IP 331 and IP 650 reboot by themselves daily

Phones are trying to renew their dhcp lease everyday. Someting is blocking them from being able to do it, so they reboot themselves. I am leaning toward STP on the switches.

Message 9 of 10
Highlighted
Polycom Employee & Community Manager

Re: IP 331 and IP 650 reboot by themselves daily

Hello chetech,

 

yet again Wireshark is your friend. Power off a phone , start a trace and power the phone on and you will see the DHCP lease time and stop the trace.

 

Wait until that time nears and then start the trace again and monitor the phone renewing the lease.

 

For anything else please follow my prior advise in regards seeking support.

 

Best Regards

 

Steffen Baier

----------------
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 10 of 10