VVX 411 DND does nothing when pressed

[Throwaway123]

I have a VVX 411 with a DND softkey that does nothing when pressed. How would I troubleshoot this?
I set up an SCA on the line with a VVX 401 and it works fine.

[SteffenBaierUK]

Hello @Throwaway123 ,

welcome to the Poly Community.

Both the communities Must Read First and the FAQ reference the basic minimum information a new or follow up post should contain.

This ensures the questions having to be asked are limited and any new or follow up post contains the right amount of details to ensure any voluntary participant within the community does not spend additional time chasing basic information.

As a reminder the basic information asked for:

• Provide the exact Software Version of your Phone
• Provide the Phone Model
• Provide the Call Platform (aka openSIP,Teams, Skype for Business Online, Skype for Business on Premise, Lync)
• Additional Poly Infrastructure (RPRM,PDMS or BToE)
• If applicable provide a backup of the phone in question

UC Software 4.0.0 or later via the Web Interface Utilities > Phone Backup & Restore > Phone Backup > Phone Backup. Please rename into .TXT or Zip the file to attach.
Since UC Software 5.9.0 simply provide this via the Web Interface Diagnostics > Download Support Information Package

• If possible provide a Log and either attach them or use the Code Tag.Consult the Troubleshooting Section found within the FAQ if applicable
• If possible provide the MAC Address or Serial of the device
• Provide details for example if the issue is a day 1 issue or only happened after an upgrade or any other relevant details
• For questions around Support please check here

Whilst providing some of these details may not directly impact any possible answer the community can provide, it does enable Poly to have an overview of the current software used. In addition, providing all details at the same time allow us to check logs or look up potential support partners if an issue needs to come into support. It also enables us to verify the entitlement for using features.

Please ensure you always check the FAQ's and/or utilize the community search before posting any new topics or follow up post’s.

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

[Throwaway123]

• Provide the exact Software Version of your Phone: 5.4.1.14510
• Provide the Phone Model:   VVX411
• Provide the Call Platform (aka openSIP,Teams, Skype for Business Online, Skype for Business on Premise, Lync):  Broadsoft Broadworks

MAC: 64167F449ECE

[SteffenBaierUK]

Hello @Throwaway123 ,

I checked your Email and you work for one of our partners so would it not be easier to take this up with our support team directly.

For now, you have not yet provided the minimum details asked.

Please ensure you always check the FAQ's and/or utilize the community search before posting any new topics or follow up posts.

In order to raise a support ticket, you need to work with your Poly reseller as they need to do this for you.

Jan 19, 2012 Question: How to troubleshoot Polycom VoIP related Issues?

Resolution: Please check => here <=

We would need to see a log with SIP at debug starting from registration in order to see if the phone even subscribes to the DND event.

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

[Throwaway123]

I apologize; what else can I provide you besides the log files?

[SteffenBaierUK]

Hello @Throwaway123 ,

I outline this all in my original reply.

• Log
• Backup
• Mac Address

But as already stated you seem to work for one of our partners/service providers so simply escalate this via the official route.

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier