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VVX301 not playing RTP

Occasional Visitor

VVX301 not playing RTP

We have a loctation where phones will not play RTP streams.  We have captured the calls just before the phones and the RTP is present and can be heard. A reboot of the phone clears the issue. The phones may work correctly for days or weeks before the issue shows again. Also this is isolated to one business location.

Phones are VVX301  ver     MAC 64:16:7f:2b:55:e1

log attached

Polycom Employee & Community Manager

Re: VVX301 not playing RTP

Hello @jwebb ,


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 post’s.


Looking at the software you provided this is no longer supported. Test against UC Software 6.0.0 or at least UC Software 5.9.3


If you can only be on 5.5.x please try 5.5.4 instead.


Looking at your log:


000018.788|cfg  |4|00|Prm|Configuration file(s) statistics: 17 parameters were invalid and could not be interpreted.
000018.788|cfg  |4|00|Prm|Configuration file(s) statistics: 0 parameter values were used but were out of range. 1 were invalid and ignored.

In addition, the phone does not have a time server:

5671128.473|rdisk|*|00|Initial log entry. Current logging level 4
5671128.474|rdisk|*|00|RAM disk created and mounted at "/rfs0"
5671128.475|rdisk|*|00|RAM disk created, size: 16,777,216 bytes

There are no calls in the log provided and log analysis is not really a role I can offer as a volunteer working for Poly.

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 3
Occasional Visitor

Re: VVX301 not playing RTP

Phone is on a MetaSwitch platform. Backup attached.