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Polycom Sound Station DUO Rev H hangs up every day.

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Occasional Visitor

Polycom Sound Station DUO Rev H hangs up every day.

Hello,

 

We have three phones Sound Station DUO Rev H in our network and all of them have the same problem. They hang up every day.

One of them Information:

Phone Information
Phone ModelSoundStation Duo
Part Number3111-19000-001 Rev:H
MAC Address00:04:F2:FB:6D:C5
IP Address 
UC Software Version4.0.14.0987
BootROM Software Version5.0.14.0580

 

Have you had this issue? 

How to debug, solve this?

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

Re: Polycom Sound Station DUO Rev H hangs up every day.

Hello @o.v.syrbu ,

 

Welcome to the Poly Community.


Our records show this unit was sold by LLC Company Inter (fka LLC Interactive Technical Solutions) back in 12/4/2019.

 

Is this a day one issue sound the above date? What mode is the device in? Analog or SIP and what kind of calls are made and how does the device hang-up? Mid call? After what duration?

 

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

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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
Message 2 of 4
Highlighted
Occasional Visitor

Re: Polycom Sound Station DUO Rev H hangs up every day.

They have been set recently this month. These phones are used in sip mode. They take part in conference calls every day, mostly they receive calls.  They don't hang-up in a mid call state. They can hang-up once or twice a day during a brake beteween calls . When they hang up the display shows normal state but they don't react to anything(pushing buttons, don't available in the network). Manual switching the power helps to return them to work.   

Message 3 of 4
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Polycom Employee & Community Manager

Re: Polycom Sound Station DUO Rev H hangs up every day.

Hello @o.v.syrbu ,

 

I would ensure you upgrade to 4.0.15 1st and if this fails open a support ticket via the reseller.


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

End Customers are usually unable to open a ticket directly with Poly support. Available End User Poly services offerings are detailed 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

----------------
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 4