"Freezing" display on Phone model VVX(310,500)

MIhail · ‎02-06-2017

Hello Community!

I have a variable problem with phones of VVX series.
I'm setting up the phone and it works stably. But at some point (for examle, after a month) after talking when you hang up, the phone display freeze. i.e. actually the conversation ended, but the animation on the display continues to operate. Then after day the phone with this problem the phone this problem works properly. What is the reason? How can we solve this problem?

version firemware 5.5.0.20556 on VVX310 and VVX500

Problem on video:

https://www.youtube.com/watch?v=0gWYj-nLAyg

https://www.youtube.com/watch?v=0iKLMJHhliM

SteffenBaierUK · ‎02-06-2017

Hello MIhail,

welcome to the Polycom Community.

This could have a multitude of reasons including the SIP signalling.

Can you verify that the phone in question actually receives a BYE message from the far end or SIP switch?

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

MIhail · ‎02-07-2017

I will try to get the dump switch, but when you press the hang up key, the remote phone ends call correctly
This problem is noticed only VVX series, on Sound Point series the problem is not observed.

What reasons can be?

And I notice that problem arise when the VVX phone is synchroning with NTP server

SteffenBaierUK · ‎02-07-2017

Hello MIhail,

without knowing the exact configuration, call scenarios and involved software versions its hard to tell.

Most likely this needs to open a ticket.

In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you.

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.

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

MIhail · ‎02-07-2017

Ok, mac address my VVX400 0004.f278.fb18 and VVX500 0004.f28d.37c6

"Freezing" display on Phone model VVX(310,500)

"Freezing" display on Phone model VVX(310,500)

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