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Reload/reset Expansion Module?

Occasional Advisor

Reload/reset Expansion Module?

How do I factory reset an VVX expansion module? I don't see anything in the web interface or the admin guide.

 

Thanks!

Message 1 of 10
9 REPLIES
Polycom Employee & Community Manager

Re: Reload/reset Expansion Module?

Hello @PCS-Brad,

welcome to the Polycom Community.

It is always useful to include the currently used UC Software version as issues experienced or a question asked may already be addressed in a newer release.

This also allows yourself and others to check against current software release notes, Administrator Guides or FAQ post’s.

The above is also stated in the "Must Read First" and is the absolute minimum requirement every new post should include. .

In addition providing us with this basic information gives Polycom an idea what Software Versions are used in the field and avoids wasting time trying to troubleshoot issues which have already been addressed.

Therefore the Polycom VoIP FAQ contains this post here:

Question: How can I find out my SIP or UC Software Version of my Phone?
Resolution: Please check here

 

To answer your actual question there is no separate way other than factory resetting the phone.


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 be aware:

The purpose of these forums is to allow community members collaborate and help each other.
Questions posted here do not follow Polycom’s SLA guidelines.
If you require assistance from Polycom technical support, please open a
web service request or call us .

The above is necessary in order to track issue internally within Polycom.

You are welcome to post more questions or configuration or logs for other community members to look at but if your issue requires a fix via Polycom you must go via the official support structure.

Please 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".

This forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Polycom 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.
Message 2 of 10
Occasional Advisor

Re: Reload/reset Expansion Module?

Hi Steffen,

I'm running 5.7.0.11768 on my VVX 500.

When I reloaded the phone, the address book entries were retained on the EM. I ended up deleting them manually. Should the reload have wiped those memories?

Brad

Message 3 of 10
Occasional Advisor

Re: Reload/reset Expansion Module?

I also tried to downgrade to 4.8.something, then re-upgrade to 5.7.0.11768. After I did, the phone uploaded a MAC-directory.xml file to my provisioning ftp server. The entries in the file were nowhere in the other configs. Where could that be coming from?

Message 4 of 10
Highlighted
Polycom Employee & Community Manager

Re: Reload/reset Expansion Module?

Hello @PCS-Brad,

we have not got enough details of what kind of SIP server you are using and if there is a DHCP Option 160 or 66 setup in your network so the phone can automatically connect to a provisioning server.

 

Who initially setup this phone or service ?


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 be aware:

The purpose of these forums is to allow community members collaborate and help each other.
Questions posted here do not follow Polycom’s SLA guidelines.
If you require assistance from Polycom technical support, please open a
web service request or call us .

The above is necessary in order to track issue internally within Polycom.

You are welcome to post more questions or configuration or logs for other community members to look at but if your issue requires a fix via Polycom you must go via the official support structure.

Please 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".

This forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Polycom 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.
Message 5 of 10
Occasional Advisor

Re: Reload/reset Expansion Module?

Hi Steffen,

The SIP server is asterisk (FreePBX).

We are a hosted VoIP provider and set up the phone and service.

The phone is correctly pointed at the ftp provisioning server via the web interface.

 

The underlying issue was that the VVX 500 would get a "Line Unregistered" notice after the EM was provisioned, at which point no calls could be made or received until the phone re-registered 60 seconds later. If the EM wasn't provisioned, the error wouldn't occur.

 

I didn't see anything in the logs indicating what was going on, but I did notice that the EM apparently had address book entries manually added by the user. I deleted these manually, since the factory reset of the phone had no apparent effect on the EM. However, I noticed that the phone was uploading the {MAC}-directory.xml file to the provisioning server a few minutes after rebooting.

 

My research has indicated that if a -directory.xml file exists for a phone, it will grab that from the provisioning server after a factory reload, and will periodically send an updated copy to the provision server.

 

I'm assuming that at some point prior to my last factory reload, the directory file was uploaded, and then after the reload, the phone grabbed the file.

 

I have since deleted all config files on the provisioning server and factory reloaded the phone again. I then re-created the provisioning files and pointed the phone to the server.

 

Would the directory.xml file somehow conflict with the EM provisioning in a way that would cause the line unregistered error?

 

I manually edited the features.cfg to address some other potential issues. Please tell me if any of these might have caused the problem:

 

*The FreePBX Endpoint Manager-generated features.cfg had attendant.resourceList entries up to 130, while a single VVX 500 and EM would have a maximum of 96. I removed 97-130.

 

*attendant.resourceList7 through 12 were repeated in the file. I removed the duplicates.

 

*The client requested that some buttons be duplicated on the phone display and on page 2 of the EM. On the phone, they were lableled "Fwd Bob" and "Fwd Joe" and on the EM they were labelled "FWD Bob" and "FWD Joe". I added a "." in front of the EM entries in case duplicate buttons were causing the problem.

 

The phone is no longer displaying the Line Unregistered error, but I'd like to know exactly what fixed the problem.

 

Thanks.

Message 6 of 10
Polycom Employee & Community Manager

Re: Reload/reset Expansion Module?

Hello @PCS-Brad,

The community's VoIP FAQ contains this post here:

Mar 08, 2013 QuestionWhat files does my phone download or upload and why?

Resolution: Please check => here <=


In order to actually answer your question we would need this in support and get some logs.

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 be aware:

The purpose of these forums is to allow community members collaborate and help each other.
Questions posted here do not follow Polycom’s SLA guidelines.
If you require assistance from Polycom technical support, please open a
web service request or call us .

The above is necessary in order to track issue internally within Polycom.

You are welcome to post more questions or configuration or logs for other community members to look at but if your issue requires a fix via Polycom you must go via the official support structure.

Please 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".

This forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Polycom 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.
Message 7 of 10
Occasional Advisor

Re: Reload/reset Expansion Module?

Hi Steffen,

 

I read that FAQ, which is what led to to believe the semi-permanent directory may have been the cause of the issues.

 

How do I get this "in support"?

Message 8 of 10
Occasional Advisor

Re: Reload/reset Expansion Module?

Nevermind. I'm assuming you mean to open a web service request or call in.

Message 9 of 10
Polycom Employee & Community Manager

Re: Reload/reset Expansion Module?

Hello @PCS-Brad,

The community's VoIP FAQ contains this post here:

Mar 8, 2012 Question: What kind of support should I expect from the Community?
Clarification: Please check => here <=

 

The above has all details


Best Regards

Steffen Baier

Polycom Global Services

Please be aware:

The purpose of these forums is to allow community members collaborate and help each other.
Questions posted here do not follow Polycom’s SLA guidelines.
If you require assistance from Polycom technical support, please open a
web service request or call us .

The above is necessary in order to track issue internally within Polycom.

You are welcome to post more questions or configuration or logs for other community members to look at but if your issue requires a fix via Polycom you must go via the official support structure.

Please 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".

This forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Polycom 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.
Message 10 of 10