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Polycom 330s rebooting constantly

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Valued Contributor

Polycom 330s rebooting constantly

 

Over the last few days (since last week) we've had a bunch of IP330s get stuck in reboot loops.

 

They boot, hit the provisioning server, check bootrom and firmware, upload a boot log which says they are starting the application, and then a minute or so later the process repeats.

 

On the phone it's sitting displaying the IP address, MAC, and application version for a while, before it changes to the "Welcome! x seconds until boot" cold boot screen again.

 

We've had this occur at 6 different customer sites affecting at least 10 phones now.

 

The only process I have found to resolve this is to downgrade the phones from running firmware 3.3.5 to 3.2.7. I tried 3.3.2 with no change in the behaviour, and even after downgrading to 3.2.7 where the phone will stop rebooting, upgrading it back to 3.3.2 or 3.3.5 will start the boot looping again.

 

I have also tried downgrading the bootrom from 4.3.1 to 4.3.0 and 4.1.4, but this makes no difference either.

 

I've had one 320 aftected by this issue as well, and the symptoms/solution was the same.

 

No changes were made to our provisioning server over the weekend, and nothing has changed in the config files of these phones in years in some cases.

 

Do you have any idea what could be causing the application to not start on these phones and cause a reboot each time? My only thought is that perhaps it's something date related since tha's the only thing I can think of that's changed in any way since last week.

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3 REPLIES 3
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Polycom Employee & Community Manager

Re: Polycom 330s rebooting constantly

Hello Squigley,

I have not heard of such reports anywhere.

 

Please get this logged with support so we can look at this in house.

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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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 4
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Occasional Visitor

Re: Polycom 330s rebooting constantly

I realise this thread is quite old but was the problem ever resolved ?

I've just got exactly the same problem with some IP 320's.

They will run 3.2.7 but constantanly reboot on 3.3.5

Message 3 of 4
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Polycom Employee & Community Manager

Re: Polycom 330s rebooting constantly

Hello MrW,

welcome to the Polycom Community.

The same would be applicable to you as the original poster never updated this post with a solution on this.

 

If they run of a provisioning server I suggest you look at the logs.

 

The next step would be to open a support ticket if posting logs here does not come to a conclusion.


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 usually 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.

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

----------------

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 4