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SoundStation IP 6000 not able to dial in/out and dropping calls

Occasional Visitor

SoundStation IP 6000 not able to dial in/out and dropping calls

Hi there...we have a number (121) of Polycoms on our network and every month not all but some (different) devices have not been able to dial in/out and/ or drop calls.

Bouncing the port on on which these devices are connected to doesn't seem to help or even reseating the cable from the device.

3 months ago when we implemented these devices, one day they  all kept dropping (unregistering) off  the network one by one. We had to reboot each device and that seemed to help. We upgraded the software on the switch (ShoreTel) side. We though this fixed the issue but now, every month some devices just get unregistered for whatever reason and the fix for that is to reboot the switch.


Please help...

Message 1 of 3
Polycom Employee & Community Manager

Re: SoundStation IP 6000 not able to dial in/out and dropping calls

Hello piopilar,

welcome to the Polycom Community.


The FAQ contains the following post covering the registration status:


Oct 7, 2011 Question: How can I check out the Registration Status of my Phone?
Resolution: Please check => here <=


Does your phone seem to be registered or not?


In order to properly troubleshoot your issue logging to a provisioning server should be turned on and for example a spanned port to check if the phone is able to communicate with the SIP server.


This sounds like a Port issue that could be related to your firewall and other community members may want to help or comment on this.


If support is required you would need to raise this via your Polycom reseller to be brought to the Polycom support team in your region.

We encourage all users to read the Welcome Post, the FAQ and use the Forum Search.

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

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. All posts and words are my own & do not represent the views of Employer.


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 3
Occasional Visitor

Re: SoundStation IP 6000 not able to dial in/out and dropping calls

To answer your question...


The phones don't register. It doesn't resemble a port me it seems like something within the SIP Server. Does the SIP Server act like a Windows machine where it holds cache? I was thinking that if the Polycom gets unregistered the only way to fix that is to reboot the SIP server or possibly delete the cache? I know know...I'm just speculating.


Any thoughts?

Message 3 of 3