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VVX310 Keypad Issue

emanes
Occasional Visitor

VVX310 Keypad Issue

Polycom Community- Is there a known issue of keypad and navigation keys not working after a period of usage (after 1 year) for vvx310? It has been identified that when these phones use up significant resources, these keys do not work until user reboots phone. please advise

 

1.       Keypad issue (1,2,3 keys not working)

2.       Navigation Key issue (Left, Right and Up/Down keys not working)

Message 1 of 5
4 REPLIES 4
SteffenBaierUK
Polycom Employee & Community Manager

Re: VVX310 Keypad Issue

Hello @emanes,

welcome to the Polycom Community.

It is always useful to include the currently used UC Software version as issues experienced or a question asked may already be addressed in a newer release.

This also allows yourself and others to check against current software release notes, Administrator Guides or FAQ post’s.

The above is also stated in the "Must Read First" and is the absolute minimum requirement every new post should include. .

In addition providing us with this basic information gives Polycom an idea what Software Versions are used in the field and avoids wasting time trying to troubleshoot issues which have already been addressed.

Therefore the Polycom VoIP FAQ contains this post here:

Question: How can I find out my SIP or UC Software Version of my Phone?
Resolution: Please check here

 

Changing the Key Event logging to EVENT 1 should show if the key is being pressed in the log.


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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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 5
emanes
Occasional Visitor

Re: VVX310 Keypad Issue

The firmware version of the phone is 5.4.4

Message 3 of 5
emanes
Occasional Visitor

Re: VVX310 Keypad Issue

Is my post now viewable?

Message 4 of 5
SteffenBaierUK
Polycom Employee & Community Manager

Re: VVX310 Keypad Issue

Hello @emanes,

Your post was always viewable but was lacking the basic minimum information.

 

At present:

 

  • You are not using any currently Polycom supported software as this would be at time of writing 5.7.1

  • We would need to see some logs

  • We would need to understand how these phones are being used

 

Most likely this would need to come into support.


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 please post either your phone's MAC address or your Polycom devices serial so I can look up who would be able to support you. This may not be who you purchased the Polycom device from.

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
Message 5 of 5