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Soundstatation IP 5000 Freezing?

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Occasional Contributor

Soundstatation IP 5000 Freezing?

We have a handful of these models that are all displaying the same behavior. Every morning when I come in each of these devices display the Polycom logo. I am unable to access them from the device or web. The only way to get them back is to manually reboot them (unplugging the Ethernet cord).

 

The Phone Lock setting is set to disable on each device. Can anyone explain what is going on?

 

Thanks,

Message 1 of 7
6 REPLIES 6
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Polycom Employee & Community Manager

Re: Soundstatation IP 5000 Freezing?

Hello Hayden,

welcome back to the Polycom Community.

 

Before I answer above query could I kindly remind you to follow up or provide some kind of feedback or even mark as solution provided any prior post's.

 

In regards to your new post it is always useful to provide the currently used software version.

 

A good staring point would be to check the <mac>-app.log for any error messages in regards of configuration parameters. The phone GUI in the status menu should also be consulted.

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

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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 7
Highlighted
Occasional Contributor

Re: Soundstatation IP 5000 Freezing?

UC Software Version 4.1.0.84959

BootROM Software Version 5.1.0.73960 (we have multiple BootROM versions)

 

The phone works great (even with Lync) except for the fact that I have to manually reboot it everyday.

Message 3 of 7
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Polycom Employee & Community Manager

Re: Soundstatation IP 5000 Freezing?

Hello Hayden,

 

Please be aware of the following when utilizing UCS 4.1.0 or later:


The use of Polycom UC Software versions 4.1.X (“Software”) requires the purchase of a separate Software license for every device that will use the Software in a Lync environment. You may not install, access, or use the Software in a Lync environment on more devices than are listed on your license until additional licenses have been purchased and authorized by Polycom. These licenses should be purchased from the same company from which you purchased the devices. You may operate devices against a Lync server for trial purposes for up to 30 days without purchasing a license. Use of the Software is subject to the terms and conditions of the End User License Agreement.

Polycom reserves the right to audit your deployment to verify that you have sufficient licenses to match the number of devices being used.

 

Not being sure of your comment "even with Lync" as it leaves the impression that you may use LYNC and SIP which is not supported.

 

Please clarify the above and ensure you have a valid license if LYNC only and follow this up with your Polycom reseller and/or Polycom support directly.

 

Best regards

 

Steffen Baier

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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 4 of 7
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Occasional Contributor

Re: Soundstatation IP 5000 Freezing?

We have valid licenses for Lync. That's not the issue. The issue is with the phone freezing every night and having to manually reboot.

Message 5 of 7
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Polycom Employee & Community Manager

Re: Soundstatation IP 5000 Freezing?

Hello Hayden,

then the following is applicable:

 

  • A good staring point would be to check the <mac>-app.log for any error messages in regards of configuration parameters. The phone GUI in the status menu should also be consulted

  • Are you using LYNC only or LYNC and SIP

  • follow this up with your Polycom reseller and/or Polycom support directly.

 

Best regards

 

Steffen Baier

----------------

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 6 of 7
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Occasional Visitor

Re: Soundstatation IP 5000 Freezing?

Polycom ticket 1-400565141. According to the engineering team, the phone initially uses NTLM to authenticate. After receiving the certificate, it then tries to switch over to the TLS DSK method, which for some unknown reason is failing. Until they determine a long term fix, disabling TLS DSK by adding voIpProt.SIP.tlsDsk.enable="0" has worked for us. They also mentioned other customers having this issue. Just wanted to pass it along to others. Thanks

Message 7 of 7