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Polycom Soundstation Duo Web Interface displays ????

Occasional Visitor

Polycom Soundstation Duo Web Interface displays ????

I have a recurring issue that when I connect to one of my Polycom Soundstation Duo's though an IP address I get ???? for all the menus on the page. They seem clickable, and drop down, but only display more ????. When I try to go though and make the selection to reboot the Duo (since I know where on the menu it resides), it does not work.

 

The only way to resolve it, is by physically rebooting the Polycom SS Duo by power cycling. Then, when I access the web gui again, my menus show up properly.

 

I have 126 out of 200 Polycoms that I physically rebooted last week and was able to see the interface menus. Today. A small amount are displaying ???? again.

 

What is causing this? How do I fix this permanently? The firmware being used doesn't seem to matter as they are all on different versions. No indication its happening on just certain firmwares.

 

No, I do not have a provisioning server set up in our environment, yet.

I update the firmware manually through Polycom's Web Provisioning site before rolling out the phone to production.

 

The firmware I have in use range from 4.0.0.27587, 4.0.2.8017 to 4.0.13.1445, 4.0.14.0987 and a few of them use 4.1.1.0731

 

We do not use Skype.  They are connected to my Avaya Aura Communication Manager.

3 REPLIES 3
Polycom Employee & Community Manager

Re: Polycom Soundstation Duo Web Interface displays ????

Hello @N1Nkasi ,

 

Welcome to the Poly Community.

 

Just s an FYI but 4.1.x should only be used with LYNC. I suggest using 4.0.14 on every phone.

 

What browser are you using and do you see this with Chrome, Firefox, Edge or IE as well?

 

The next step would be to open a ticket.

 

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.

If this is some sort of an Internet discounter providing your MAC address or your Poly devices serial will enable us to look up who would be able to support you. This may not be who you purchased the Poly device from.

If the unit is no longer within the 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

----------------
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 4
Occasional Visitor

Re: Polycom Soundstation Duo Web Interface displays ????

Thank you very much for your response.

 

For web browsers, I use Edge, IE and Chrome.  They all show ???? in the links.  I included a screen shot as an attachment in the original post.


Why is the 4.1.x only to be used with LYNC?  I received some of my Polycom SS Duo from vendors with that version already configured.  Weirdly enough, they are the few that have yet to return ???? in the browser.  Weird fact.

 

When I upgrade the firmware on Polycom's Web Provisioning server, I cannot select 4.1.x. anyways.

In the past I was successful in selecting 4.0.14.x and setting up those units.

Recently, when I was updating the firmware of new units, when I selected 4.0.13, it would reboot the unit and install the firmware.  When I selected 4.0.14, it wouldn't load the firmware or reboot the unit.  So I have been selecting 4.0.13 for the last 20-30 Polycom SS Duos.

Why is 4.0.14 not loading onto my SS Duos?  But 4.0.13 does.

 

The link to your Pay per incident / PPI comes back with:

This site can’t be reached

The webpage at https://community.poly.com/t5/VoIP/FAQ-What-kind-of-support-should-I-expect-from-the-Community/td-p/... might be temporarily down or it may have moved permanently to a new web address.

ERR_TUNNEL_CONNECTION_FAILED
 

I was able to find it here... https://support.polycom.com/content/support/service-policies/pay-per-incident.html

 

Thank you in advance for your assistance.

Message 3 of 4
Polycom Employee & Community Manager

Re: Polycom Soundstation Duo Web Interface displays ????

Hello @N1Nkasi ,

 

Again all of this most likely can only be resolved via a support ticket.

 

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