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VVX 411 disconnects when computer goes to sleep

FoCoTech
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 8
7 REPLIES 7
SteffenBaierUK
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

----------------
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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

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

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 8
FS-Mike
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 8
SteffenBaierUK
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

----------------
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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

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

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 8
Lightfoot
Occasional Visitor

Re: VVX 411 disconnects when computer goes to sleep

Hi All,

I’m having the exact same issue with an installation using vvx 450 phones.  Phones are using latest release of software but it seems that any change in network activity to the PC port on the phone could possible cause the port on the switch to untag the port for the voice vlan.  Netgear switches are in use.  
if a user powers down their pc at the end of the day we can sometimes see their phones drop off the voice vlan within 30 minutes.  The port on the switch show untagged for voice vlan at this point.  Restarting the phone brings it back online again or manually tagging the port again for the voice vlan seems to bring it online again instantly however I’ve been unable to track down the root cause of the issue.

 

 we don’t have admin access to the phones so I’m unable to manually set the vlan there, leaving me trying to get this implementation of LLDP working.
The issue does seem to affect some users more than others and I suspect the type of pc / laptop connected may play a part in this

 

Message 5 of 8
SteffenBaierUK
Polycom Employee & Community Manager

Re: VVX 411 disconnects when computer goes to sleep

Hello @Lightfoot ,

 

Pretty much the same answers as to the original poster and the follow up question need to be answered.

In addition stating the latest software does not help others when finding this post in days, weeks, months or years to come as they do not know what software mentioned was current at the time of writing.

Please therefore always post the exact complete build id.

Therefore the Poly VoIP FAQ contains this post here:

Question: How can I find out my SIP or UC Software Version of my Phone?
Resolution: Please check here

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

Best Regards

Steffen Baier

----------------
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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

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

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 8
Lightfoot
Occasional Visitor

Re: VVX 411 disconnects when computer goes to sleep

Hi Stefan,

Software version of the phones is below 

Version: 5.9.5.0614

logs, backups etc of the phones are inaccessible as we do not have admin credentials for any of the phones

 

Message 7 of 8
SteffenBaierUK
Polycom Employee & Community Manager

Re: VVX 411 disconnects when computer goes to sleep

Hello @Lightfoot ,

 

Without any logs and or backup I do not personally see a way to try and help you.

 

The latest software for a VVX 450 is 6.3.0 and or 5.9.6 if you have to stay on this. Not knowing how this was set up or who the provider is we have no way to try and help.

 

Other community volunteers are invited to try and help but if this fails contact your provider. If you are unable to contact your reseller.

 

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

End Customers are usually unable to open a ticket directly with Poly support. Available End User Poly services offerings are detailed here

If this is some sort of an Internet discounter providing your MAC address or your Poly devices serial will enable us to look up who would be able to support you. This may not be who you purchased the Poly device from.

If the unit is no longer within the warranty please be prepared to Pay Per Incident / PPI. This is all outlined in detail here


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

Best Regards

Steffen Baier

----------------
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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

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

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 8 of 8