VVX Expansion modules rebooting

dmitriyv · ‎08-06-2015

Having some issues with 5 paper vvx expansion modules. For some reason they keep turning off and will not work until phone is rebooted. We thought the issue might have been something with them being powered off PoE, so we installed power supplies. Same issue keeps happening.

If anyone knows what's going on or has any other steps to take to troubleshoot it, please let me know.

SteffenBaierUK · ‎08-06-2015

Hello dmitrjyv,

welcome to the Polycom Community.

It is always useful to include the currently used software version as issues experienced may already be addressed in a newer release.

Please also include if you are using a SIP server or a LYNC server

This also allows yourself and others to check against current software release notes.

The above is also stated in the "Read First: Welcome to the Polycom VoIP Forum"

Therefore the Polycom VoIP FAQ contains this post here:

Question: How can I find out my SIP UC Software Version or the BootROM 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

Polycom Global Services

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

dmitriyv · ‎08-11-2015

BootBlock is 3.0.4.0028.

SIP server.

Please let me know if there is any other information that you may need.

SteffenBaierUK · ‎08-11-2015

Hello dmitrjyv,

If anything we need the UC Software Version as shown in the Web Interface screenshot.

Simply copy and paste the Information 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

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

dmitriyv · ‎08-11-2015

UC Software Version 4.1.8.0628

SteffenBaierUK · ‎08-11-2015

Hello dmitrjyv,

5.4.0 is currently the latest supported Version. You can also test UC Software 5.3.1

If the issue still occurs with the above please work with your Polycom reseller to get this to the attention of Polycom support.

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

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

dmitriyv · ‎08-12-2015

We are unable to update to the latest version as it causes issues with our PBX.

Issue is we have never had this happen with any one of our other clients. This is only happening with this one client and its 5 expansion modules that lose connectivity.

SteffenBaierUK · ‎08-12-2015

@SteffenBaierUK wrote:

Hello dmitrjyv,

If the issue still occurs with the above please work with your Polycom reseller to get this to the attention of Polycom support.

Polycom Global Services

Hello dmitrjjv,

as already replied please work with your Polycom reseller so they can raise a Support Ticket with us.

Best Regards

Steffen Baier

Polycom Global Services

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

dmitriyv · ‎08-13-2015

We get our polycom equipment through Amazon, and since they will not contact you to open a ticket, this is our only other course of action.

SteffenBaierUK · ‎08-13-2015

Hello dmitrjjv,

could you kindly provide me with the MAC address so I can check for you?

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

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

VVX Expansion modules rebooting

VVX Expansion modules rebooting

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