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Phones not polling at time specified

Occasional Contributor

Phones not polling at time specified

We have both Soundpoint IP and VVX series Polycom devices deployed at a customer site that were provisioned using an FTPS server.


We would like for our FTPS server to reliably push updates to these devices at the same time, as specified in the below Polling config :





Here is the configuration that wehave set for NTP :



For whatever reason, we have found that in some LANs, a router or even some switches with a wrong time setting can interefere with the time that the phone polls for updates at. I figured with tcpIpApp.sntp.gmtOffset.overrideDHCP="1" that the phone would simply use the time that's specified in the .cfg file.


Also if a deployment has more than 50 endpoints, would too many requests for an update at 03:00 to the FTP server prevent it from giving out new files properly? 


I was hoping someone could help me with this issue. The firmware versions that we use are 4.0.13 for the Soundpoint IP series and 5.8.0 for the VVX series phones.


Thank you.

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Polycom Employee & Community Manager

Re: Phones not polling at time specified

Hello @Master_45,

welcome back to the Polycom community.

Some or a couple of your old post(s) => here <= are still open / pending as you have not marked these as "Accept as a solution" or at least provided some form of feedback or answer.

If they are in this state nobody finding them via a community search will know if an answer or advice provided was useful and has maybe helped you.

Could you therefore kindly go over them and mark or answer as appropriate ?

If they are marked as "Accept as a solution" other users can find these easier and it helps them to utilise the community more efficiently.


For your new question it would be a worry to me if the phones would not get the right time from your network. These are basic fundamentals and you should work with whoever looks after the DHCP / NTP Server so this is issued correctly.

The community's VoIP FAQ contains this post here:


Jan 28, 2013 Question: Time and Date flashing or unable to set time correctly

Resolution: Please check => here <=


The above outlines in detail how to use wireshark or the phones logs to determine the right time and source of this.


Nov 24, 2014 Question:How can the Phone automatically check / poll for configuration changes or new software versions?

Resolution: Please check => here <=


The above also explains how to use the polling feature and how to have an staggered approach on downloading this.


If this still fails and nobody else can help please open a ticket.

In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you.

End Customers are unable to open a ticket directly with Polycom support.

If this is some sort of an Internet discounter please post either your phone's MAC address or your Polycom devices serial so I can look up who would be able to support you. This may not be who you purchased the Polycom device from.

If the unit is no longer within warranty please be prepared to Pay Per Incident / PPI. This is all outlined in detail here

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

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 Poly 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. All posts and words are my own & do not represent the views of Employer.


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 2