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VVX-D60 is registered to a VVX411. Handset is registered but has red circle with x in it.

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Occasional Visitor

VVX-D60 is registered to a VVX411. Handset is registered but has red circle with x in it.

I have a VVX-D60 that is registered to a VVX411 running 5.5.2 Firmware. Handset is registered but has red circle with x in it. From my VVX411, it shows the VVX-D60 is paired with 1 registered handset but the handset does not make or receive calls. The handset is also displaying a phone icon with a red circle and white x inside. Looks to me like a registration issue but the primary phone is working just fine. Any thoughts on what is incorrect here. Does the D60 not work as a companion to the primary phone and allow you to make and receive calls from the same line/user?

 

Also, I have tried resolving this by connecting the VVX-D60 directly the the PC Port of the VVX411 as opposed to just being on the same LAN with Auto Pairing (Which worked fine) but get the same results.

Message 1 of 6
5 REPLIES 5
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Polycom Employee & Community Manager

Re: VVX-D60 is registered to a VVX411. Handset is registered but has red circle with x in it.

Hello @Jason Sanders,

 

welcome to the Polycom Community.

Both the community's Must Read First and the community's 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,Skype for Business Online, Skype for Business on Premise, Lync)
  • Additional Polycom 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

  • 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 if the issue is a day 1 issue or only happened after an upgrade or any other relevant details

 

 

Whilst providing some of these details may not directly impact any possible answer the community can provide, it does enable Polycom to have an overview of the current software used. In addition other details allow us to check logs or look up a 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.

 

May 04, 2016 Question:Are there any known VVX D60 Wireless Handset Limitations?

Resolution: Please check => here <= 

 

I would suggest you start using a currently supported software version like UC Software 5.8.1


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 6
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Occasional Visitor

Re: VVX-D60 is registered to a VVX411. Handset is registered but has red circle with x in it.

I have read numerous threads and so far have been unable to find documentation to assist in the install of this device. I have firmware version 5.5.2 which IS supported. I was told by a co-worker to remove my shared line appearances and test which I plan to do. Any additional support is appreciated.

Message 3 of 6
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Polycom Employee & Community Manager

Re: VVX-D60 is registered to a VVX411. Handset is registered but has red circle with x in it.

Hello @Jason Sanders,

 

we, Polycom, only support current and -1 aka UC Software 5.8.1 or UC Software 5.8.0

 

If the FAQ posts and/or the community search or other community members cannot help the next stop would be to open a support ticket.


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

End Customers are unable to open a ticket directly with Polycom support.

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

If the unit is no longer within 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

Polycom Global Services

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

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 6
Highlighted
Occasional Visitor

Re: VVX-D60 is registered to a VVX411. Handset is registered but has red circle with x in it.

As mentioned before, removing shared call appearances (for the Desktop and Mobile clients on BroadCloud) did allow me to register and make/receive calls from the VVX-D60. I added back just the BroadCloud Desktop Client but this broke the ability for me to use the VVX-D60.

Message 5 of 6
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Polycom Employee & Community Manager

Re: VVX-D60 is registered to a VVX411. Handset is registered but has red circle with x in it.

Hello @Jason Sanders,

 

Your last message suggested you would test this but at the time of my reply had not confirmed this yet.

 

Again the linked FAQ post specifically mentioned BroadSoft shared lines are supported so I am surprised that your setup did not work.

 

As this is outside the scope of the community this would need to come into support as already outlined.


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

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

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 6