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Polycom Firmware 5.7 Issues

Occasional Visitor

Polycom Firmware 5.7 Issues

Our 310Vx phones have recently started updating their firmware. Since the firmware update we are having streaming issues from our Vbrick announcement system. We have been able to confirm the following:

 

Phones Following SetUp:

 

Cat6e to Phone Cat6e to Computer these phones are 310 with the 1000Mbps

Phones with Version 5.4.0.5841 Work without issue

Phones with Version 5.7.3.1797 causing streaming issues

 

We have been able to verify it is the phone causing the issue by removing the updated phones from the equation entirely. Computer straight to the wall. Instead of wall to phone to computer.

 

Any ideas what would of changed? QoS, ToS we did notice after the first reboot that updated the phone to 5.7 the phone the computer network adapter speed was showing 10Mbps. We powered down the phone and once it powered up again it was not showing 1000Mbps.

 

So originally we thought the low video quality was due to the speed. The 5.7 phones with Mbps1000 still do not work. This is why we think it may be QoS or ToS. We have contacted our vendor and they have no idea and are looking into it. I was hoping to get some feedback from realworld professionals. Please keep in mind we do not have any issues with phones still on version 5.4.0.5841.

 

Any ideas would be great. We have 3 campuses unable to stream their morning annoucements. Thank you!

Message 1 of 4
3 REPLIES 3
Polycom Employee & Community Manager

Re: Polycom Firmware 5.7 Issues

Hello @fharris77 ,

 

welcome to the Polycom Community.

None of the software versions mentioned are supported any longer.

 

Currently supported versions today are:

 

  • UC Software 5.9.1
  • UC Software 5.8.3

Please ensure you always check the FAQ's and/or utilize the community search before posting any new topics or follow up post’s.

 

Checking via our community search finds this post => here <=

 

The above explains how a software issue prevented the phones from setting the right network speed for the PC port under certain circumstances.

 

The next step, if an upgrade does not fix this and you want to run a supported version, would be to open a support 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 providing your MAC address or your Polycom devices serial will enable us to 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




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and maybe answered on weekends, bank holidays or personal holidays.
Message 2 of 4
Occasional Visitor

Re: Polycom Firmware 5.7 Issues

Steffen,

 

Please ensure you always check the FAQ's and the community search gives users propper access to the required KB articles before telling them to search there first.

 

You are not authorized to view this Document.

 

Cheers,

 

Frank Harris

 

Message 3 of 4
Polycom Employee & Community Manager

Re: Polycom Firmware 5.7 Issues

Hello @fharris77 ,

 

I checked prior and after posting that the above linked article is live and can be reached via an external network.

 

I have in addition attached a copy of this article

 

Just a reminder:

  • Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and may be answered on weekends, bank holidays or personal holidays.


Best Regards

Steffen Baier




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and maybe answered on weekends, bank holidays or personal holidays.
Message 4 of 4