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VVX 450 bootloop when EM50 plugged in

NickY
Occasional Visitor

VVX 450 bootloop when EM50 plugged in

We are using VVX 450 and have successfully provisioned via Zoom Phone.  However, when I plug in the Expansion Module (EM50) it causes the VVX 450 to get into a bootloop.  If I unplug the EM it boots fine and is working.  The current software version of the phone is 5.9.3.9694.

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3 REPLIES 3
SteffenBaierUK
Polycom Employee & Community Manager

Re: VVX 450 bootloop when EM50 plugged in

Hello @NickY ,

 

Welcome to the Poly Community.

It could be as simple that Zoom phone provisioning is disabling the Expansion Module. I would start with a currently supported version i.e. UC Software 6.3.1 or 6.2.1 or if you have to stay on 5.9 use 5.9.6

 

The next step then would be sharing some logs of the phone if this is possible.

 

If this fails the next step would be contacting support.


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

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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.

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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
NickY
Occasional Visitor

Re: VVX 450 bootloop when EM50 plugged in

Thanks for the reply.  I go to the Configuration Web UI -> Utilities -> Software Upgrade.  I tried both the latest available software version (6.3.1) and clicked Install and the phone went through its reboot cycle but never updated.  I then tried to install 5.9.6.2996 and it went through several reboots and looked to update, but after the last update it went back to 5.9.3.9694.   When I click the Check for Updates the version that shows by default in the "Software available at Polycom Hosted server" is 5.8.0.13851J.  The only 5.9.3 that I see in the dropdown is 5.9.3.2857 (last one listed in red).  

 

SteffenBaierUK
Polycom Employee & Community Manager

Re: VVX 450 bootloop when EM50 plugged in

Hello @NickY ,

 

Zoom may control what software is available on the phone and therefore overwriting what you provision locally. I can only ask you to work with Zoom Support on this.


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 4 of 4