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IP 335 Crash & Reboot on Base Speaker Phone Volume

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IP 335 Crash & Reboot on Base Speaker Phone Volume

Hello,

 

   We're changing phone service providers and moving our existing Polycom Soundpoint IP 335's ( Rev. R) to the new provider but have run into an issue. It seems that whenever the volume on bases speaker becomes too loud the phone crashes and then restarts. Examples would be turning the ringer volume almost to the maximum, the ringer sound at the default volume level when making a call or running the audio playback from the phones audio diagnostics.

 

    The issue only seems to come up after we provision the phone for the new provider (they use Ring Central) and dissapears if I move it back to our existing provider.

 

   I contacted the new provider's support but after trying a few things they told me to contact Polycom. Some of the things I've tried with no success are: restarting the phone, restarting the network equipment, moving the phone to another network entirely, different UC Software from version 4.0.2.11307 (what it is provisioned to by default) to 4.0.10.0689 and disconnecting the phone from the network.

 

I'd appreciate any suggestions or recomendations.

 

Thanks

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1 REPLY 1
Polycom Employee & Community Manager

Re: IP 335 Crash & Reboot on Base Speaker Phone Volume

Hello IHS,

welcome to the Polycom Community.

We would need to see some kind of logs but that requires a Support Ticket.

In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you. In case this is some sort of an Internet discounter please post your phone's MAC address so I can look up who would be able to support you.

 

Are the phones powered via PoE or via a Power Supply?

 

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.
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