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VVX 411 disconnects when computer goes to sleep

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Occasional Visitor

VVX 411 disconnects when computer goes to sleep

We have a large deployment of VVX 411 phones. Only one phone has issues so far. It will disconnect from the network if the computer attached to the PC port goes to sleep or is powered down. When that happens, the phone must be completely powered down and restarted before it will reconnect to the network. 

 

Any help or pointers on where to look would be appreciated 

Message 1 of 4
3 REPLIES 3
Polycom Employee & Community Manager

Re: VVX 411 disconnects when computer goes to sleep

Hello @FoCoTech ,

 

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 posts.

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

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 2 of 4
Highlighted
Occasional Visitor

Re: VVX 411 disconnects when computer goes to sleep

My VVX250 does this same thing too, happening on multiple units, if the PC's restart, go to sleep, or shutdown, the phone will unregister. 

if you look at the phone it still holds an IP, and it will need to be rebooted twice in order to get registered again. 

 

Did you manage to find a fix ?

 

Message 3 of 4
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Polycom Employee & Community Manager

Re: VVX 411 disconnects when computer goes to sleep

Hello @FS-Mike 

 

the same requested information as asked for above is applicable to you.

 

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 4 of 4