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VVX freezing

Occasional Visitor

VVX freezing


Several times a month our recepitionist's phone will have the display go black and not ring or respond until rebooted. We have tried swapping the vvx500 with another vvx500 and a vvx600, as well as changing the port on the poe switch that it plugs into. None of the other 20 or so extensions have this happen. She is the first in a call queue, so we mostly find out when the next person in the queue tries to transfer a call to that extension and it rings their own phone. What could some possible causes of this be?




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Polycom Employee & Community Manager

Re: VVX freezing

Hello @yimuxupu ,


Welcome to the Poly Community.

Usually, we would need more information about your setup. Below is what we normally ask for:


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

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 2 of 2