• ×
    Information
    Windows update impacting certain printer icons and names. Microsoft is working on a solution.
    Click here to learn more
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
  • ×
    Information
    Windows update impacting certain printer icons and names. Microsoft is working on a solution.
    Click here to learn more
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
Guidelines
The HP Community is where owners of HP products, like you, volunteer to help each other find solutions.
HP Recommended

Here's the deal.   The person who built our VOIP system using PBX in a Flash isn't available and I have a problem to solve.

 

We have 6 Polycom 650 sets, one with the side unit,  and a couple 550's.  We also have a Panasonic KX-TPA50.  What is happening is usually at least twice a day most all the phones will reboot when a call comes in. 

 

When this happens we scramble from phone to phone trying to find one that isn't rebooting, and usually we can find one, usually a SoundPoint 650 model that we can answer while the other's reboot.  The Panasonic can always be answered.

 

This just happened as I was typing this.  A call came in and 4 of the 6 650's displayed "Reboot Initiated".  The call was answered at the reception phone  and transferred to another 650 that did not reboot.  I am told earlier today the reception phone also rebooted - so no consistency on which phones reboot except that I got to looking at the Network Statistics menu on the phones and I see not only that 4 of the 6 650's rebooted, but that of the two that didn't reboot one had been up for an hour and a half and the other for about seven hours.  

 

When I looked at the network status on the 550's I saw that they have been up for 34days, so it seems the 550's and the Panasonic are not having the problem - just the 650's.

 

All the phones, save the Panasonic, are POE and someone suggested that there may be a problem with power to the phones, so I put the AC power supply on one of the phones a couple months back  to test that out, but I've seen no difference on that phone - it still reboots with the others.

 

Don't know what other info to provide except the BootROM is 4.3.1.0440  Bootblock: 2.7.0 
(12600_001) and under Components:  Version 5.1.2.0009

 

Thoughts/Questions?

 

 

 

1 REPLY 1
HP Recommended

Hello Lightpress,

welcome to the Polycom Community.

This sounds like an issue that should easily be solved.

 

First, you have not posted your SIP / UCS Version. How to find this is documented in the FAQ. This would ensure that you or others could cross check this against a later software release notes in order to see if this is a known bug.

 

To troubleshoot I would setup a syslog sever (documented in the FAQ) and then start to call your external number and once the phones in question have rebooted check the phone logs on the syslog server.

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: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.