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Jabra 9470 Loses settings on SP 650

robinemcd
Occasional Advisor

Jabra 9470 Loses settings on SP 650

The problem I am having is with my headsets losing connection with the sound point 650.  I have two identical set-ups with the SoundPoint 650 and the Jabra 9470 with the Electronic switchhook add on cable.  I set the settings on the polycom phone to Headset Memory enabled and Hookswitch Mode Jabra EHS.  A couple hours later when I go back to my phone the setting have reverted back to Headset Memory: disabled and Hookswitch Mode: None - thus the headset no longer works until I redo the settings.  

 

We are using the Ethernet to power the phone - I am wondering if we should use the optional power cable - I do have those for both phones.

 

Thanks in Advance

Robin McDermott.

 

.  

 

 

Message 1 of 8
7 REPLIES 7
SteffenBaierUK
Polycom Employee & Community Manager

Re: Jabra 9470 Loses settings on SP 650

Hello Robin,

welcome to the Polycom Community.

it is always useful to provide the currently used software version on the phone(s) as this could be a simple software bug.

 

I would ensure the phones are running either UCS 3.3.5 or UCS 4.0.4 and then retest.


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 2 of 8
robinemcd
Occasional Advisor

Re: Jabra 9470 Loses settings on SP 650

Hello,

 

My phones are SIP 4.0.3.7314.  I ahve restarted them many times and the problem persists.  

 

The Headset Memory Mode usually stays enabled, but the Hookswitch mode reverts back to Regular Mode and I have to keep resetting it to Jabra EHS.

 

Robin

Message 3 of 8
SteffenBaierUK
Polycom Employee & Community Manager

Re: Jabra 9470 Loses settings on SP 650

Hello Robin,

as explained in my original reply please test with the latest software.

 

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 8
robinemcd
Occasional Advisor

Re: Jabra 9470 Loses settings on SP 650

I assume that I have the latest software. Please clarify what the latest version is.
Message 5 of 8
SteffenBaierUK
Polycom Employee & Community Manager

Re: Jabra 9470 Loses settings on SP 650

Hello Robin,

same as explained in my original reply. If you are on UCS 4.0.3 you should test UCS 4.0.4

 

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 6 of 8
robinemcd
Occasional Advisor

Re: Jabra 9470 Loses settings on SP 650

I don't have any control over updating the software.  That is up to my service provider and they are not ready to upgrade yet.  

 

Another person had a similar problem in August and he upgraded his software and the problem persisted:

 

http://community.polycom.com/t5/VoIP/IP335-lt-gt-EHS-lt-gt-Jabra-9470-Keeps-disconnecting-headset-an...

 

So, I am not sure that hassling my provider to upgrade the software is going to resolve the issue.  Seems like some type of bug.

Message 7 of 8
SteffenBaierUK
Polycom Employee & Community Manager

Re: Jabra 9470 Loses settings on SP 650

Hello Robin,

 

the next step is the same as in the linked post to work with your Polycom reseller and/or Polycom support directly.

 

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 8 of 8