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VVX310 RTP issues

chansenpoly
Occasional Visitor

VVX310 RTP issues

i have a set of 20 or so vvx310's at a customers location, they intermittently loose audio.  call setup and tear down works just fine, just no audio.  reboot of the phone fixes the issue.  wireshark show rtp being sent to the phone (not heard) and nothing coming out of the phone. i installed the vvx310's to replace their 335's, 335's did not have any issues... Suggestions?  4.1.4.7430

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

Re: VVX310 RTP issues

Hello chansenpoly,

welcome to the Polycom Community.

As the VVX310 is a brand new phone I would simply advise you to raise a ticket with Polycom support via your Polycom reseller and / or contact Polycom support directly.

 

The Team will then advise you what kind of Logs and Wireshark traces they require.

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 Poly 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. All posts and words are my own & do not represent the views of Employer.

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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
jaikens
Advisor

Re: VVX310 RTP issues

I am experiencing similar issues on VVX 300\310 and 400\410.  Although my users are only reporting audio issues when using speaker phones.  Experienced users aer reporting this as one way audio, because they can hear, but the other end cannot.  I also see RTP being delivered to the phone.

Message 3 of 5
chansenpoly
Occasional Visitor

Re: VVX310 RTP issues

i ran a capture with a HUB where the phone, my laptop and LAN were connected.  i see RTP coming into phone and the phone  sends not one RTP packet out.

Message 4 of 5
SteffenBaierUK
Polycom Employee & Community Manager

Re: VVX310 RTP issues

Hello all,

 

the official advise is still unchanged:

 

As the VVX310 is a brand new phone I would simply advise you to raise a ticket with Polycom support via your Polycom reseller and / or contact Polycom support directly.

 

The Team will then advise you what kind of Logs and Wireshark traces they require

 

Best Regards

 

Steffen Baier

----------------
The title Poly 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. All posts and words are my own & do not represent the views of Employer.

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

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