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IP331 Clock

SOLVED
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Regular Visitor

IP331 Clock

We have a number of Soundpoint IP331 phones where the clock is gaining to the point that they are now 10 minutes faster than normal. All the phones are provisioned from a phone server but they are configured to pick up their time from an internet time server. The phones affected are all on the same spur of our network which is served by a separate switch. This switch was recently replaced and it is since then that the problem has appeared. The company that support the whole phone system are quite rightly blaming the new switch but have been unable to explain why only the phone's ability to pick up the time from the internet has been affected. So I was wondering if anyone could shed any light on this.

Message 1 of 4
1 ACCEPTED SOLUTION

Accepted Solutions
Polycom Employee & Community Manager

Re: IP331 Clock

Hello csgnb1,

welcome to the Polycom Community.

 

I am not aware how accurate our internal clock is if the phone is unable to refresh the time from a ntp server. Most likely a network issue is preventing the phone from communicating with the NTP server.

The community's VoIP FAQ contains this post here:

 

Jan 28, 2013 QuestionTime and Date flashing or unable to set time correctly

Resolution: Please check => here <=

 

Above post shows how to utilize wireshark to troubleshoot NTP issues.

 

Usually the 86400 seconds / 24h so you may want to lower this value in order to check this.


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.

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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

View solution in original post

Message 2 of 4
3 REPLIES 3
Polycom Employee & Community Manager

Re: IP331 Clock

Hello csgnb1,

welcome to the Polycom Community.

 

I am not aware how accurate our internal clock is if the phone is unable to refresh the time from a ntp server. Most likely a network issue is preventing the phone from communicating with the NTP server.

The community's VoIP FAQ contains this post here:

 

Jan 28, 2013 QuestionTime and Date flashing or unable to set time correctly

Resolution: Please check => here <=

 

Above post shows how to utilize wireshark to troubleshoot NTP issues.

 

Usually the 86400 seconds / 24h so you may want to lower this value in order to check this.


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

View solution in original post

Message 2 of 4
Highlighted
Regular Visitor

Re: IP331 Clock

Hi Steffen

After monitoring the traffic on one of these phones it definitely looks as though the phones ability to access the internet is blocked somehow by this switch. It makes repeated attempts to get the time from the internet time server before giving up. I can get the time to sync with the phone server itself by setting the SNTP Server to the phone server's IP address - so this may be a workaround. As this is purely a network issue I'll leave it here and try and get to the bottom of why this new switch seems to be blocking internet access to the phones. Thanks for your help.

Message 3 of 4
Highlighted
Regular Visitor

Re: IP331 Clock

It appears that the problem is linked to the VLAN settings in the Ethernet Menu on the phone. If I take the VLAN ID out which is set to 1 then the time sync from the internet gets through. At least this gives me something to go on now.

Message 4 of 4