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IP 6000 Network is down

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Frequent Visitor

IP 6000 Network is down

We currently have 3 SoundStation IP 6000 phones that are all connected via POE. The oldest of the three has been flawless since it was installed. The two new ones were purchased at the same time but don't work quite as well. One will work for a while then say "Network is down" and won't make/recieve any calls. Once its rebooted by unplugging it it will work fine for a while until it happens again. The third took forever to finally work but it didn't work for long. The next day it was showing the "Network is down" error. After many power cycles it eventually came back up. It would drop from time to time while I was there but eventually worked. The next day same issue happened. Only that time it never came back up. Now no matter where I plug that phone in it will never come back up. I've tried setting it to static and reset the phone to factory but it just sits with "Network is down" on the screen.

 

The only difference between the first one and the second two is the firmware that's on the phone itself. I've read how to downgrade the firmware but these revisions are not supported.

 

The one that is flawless is:

SoundStation IP 6000

3111-15600-001 Rev. B

SIP Software Version: 3.3.3.0069

BootROM Software Version:4.3.1.0887

 

 

The one that goes in and out is:

SoundStation IP 6000

3111-15600-001 Rev:W

UC Software Version: 4.0.4.2906

BootROM Software Version: 5.0.5.2324

 

The one that's giving me fits is

SoundStation IP 6000

3111-15600-001 Rev U,

Software version 5.0.1.10556.

 

 

Anybody have any ideas?

Message 1 of 6
5 REPLIES 5
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Polycom Employee & Community Manager

Re: IP 6000 Network is down

Hello mpprevost,

welcome to the Polycom Community.

None of the mentioned releases are supported anymore. The latest at present is UC Software 4.0.11 and Update 5.0.11

The community's VoIP FAQ contains this post here:

Oct 7, 2011 Question: How can I setup my Phone / Provisioning / Download / Upgrade / Update / Downgrade Software?
Resolution: Please check => here <=


You can always up or downgrade.

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 6
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Frequent Visitor

Re: IP 6000 Network is down

My only concern is no matter what I do for the IP it says Network is down. How do I access the phone if it never gets an IP or repsonds when I put the assigned IP in? WIth a static IP it seems to say network is down then appear to work with the date flashing, then go back to network is down.

Message 3 of 6
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Polycom Employee & Community Manager

Re: IP 6000 Network is down

Hello mpprevost,

If the phone does display the message the network connectivity must be disrupted.

 

Have you got a bit more details about the infrastructure that is being used?

 

  • What kind of switches and is there an extreme length of cable between the switch and the Phone?
  • Is this a PoE switch or a Power Supply?
  • What are the MAC Addresses of the Phones?

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 6
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Frequent Visitor

Re: IP 6000 Network is down

We use all enterasys (extreme networks) switches. The cable going from the phone to the wall is about 20 feet. From that port to the switch is 100-200 feet. The phone is powered by POE. MAC address is 00:04:F2:F6:11:31

 

This phone has been moved to 3 different rooms in one building which means it was put on two different switches and now it's at my desk which is in another building/switch. The other phone I'm having some issues with boots up fine and works on this cable.

Message 5 of 6
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Occasional Visitor

Re: IP 6000 Network is down

We are a hosted PBX service provider, I have set up and support thousands of Polycom phones, most of which are the Soundpoint 3xx. I am trying to fix a Polycom 6000 phone that has a similar network problem, and it is also a Rev U (MAC: 0004f2f85ef4). It takes several reboots for it to successful connect to the network. (It is connected to a Netgear WNDR 3400v3 router.) During the failed reboots it does not send out any IP packets. (I watched it with Wireshark). Is this a known problem with the Rev U hardware?

    I have downgraded it to SIP 3.3.3 and Bootrom 4.3.1. The Bootblock is 3.0.2, I don't know how to upgrade that. The problem persists and doesn't appear to be a firmware or configuration error. When it finally connects to the network after several failed attempts, it does stay register. When I make a call, it sounds fine, no static or anything.

Message 6 of 6