Solved: Re: soundstation IP 5000 disconnects call after 15...

Markuk · ‎02-07-2017

Hi

I am trying to find firmware for my soundstation, i have f/w 3.3.3.0069 installed bootrom 4.0.1

searching the website i beleive i require 4.0.1 but i am unable to download

Thanks

Mark

SteffenBaierUK · ‎02-14-2017

Hello Mark,

Nimans sold this SOUNDSTATION IP 5000 back in 27/03/2015 so from our perspective its out of warranty and Nimans could open a Pay Per Incident / PPI ticket with Polycom support.

I suggest you look at this:

Jan 19, 2012 Question: How to troubleshoot Polycom VoIP related Issues?

Resolution: Please check => here <=

Most likely a firewall is dropping the connection or some other timer.

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

View solution in original post

SteffenBaierUK · ‎02-07-2017

Hello Mark,

welcome to the Polycom Community.

The Support Page here has all the Software:

http://support.polycom.com/content/support/North_America/USA/en/support/voice/soundstation_ip_series...

Please remember if you are using SIP please use UC Software 4.0.11

If you are using LYNC please use 4.1.1

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

Markuk · ‎02-07-2017

I get a message sayiing the image is not compatible

in the tftp log i have missing bootloader files ?

Thanks

Mark

SteffenBaierUK · ‎02-07-2017

Hello Mark,

our support page is being updated so please also use this:

http://support.polycom.com/PolycomService/support/us/support/eula/ucs/UCagreement_combined_4_4_0_upg...

Both of the files must be unzipped into the directory.

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

Markuk · ‎02-07-2017

I get a message saying the page is not available

thanks

Mark

SteffenBaierUK · ‎02-07-2017

try the attached

https://ftp-irl.polycom.com/CdSlcfAFYBFWA7lVYsaWj5JUR

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

Markuk · ‎02-14-2017

Hi

I still have the issue where my call disconnects atfer 15 minutes, i have upgraded the firmware any ideas

Phone Model SoundStation IP 5000 Part Number 3111-30900-001 Rev:G MAC Address 00:04:F2:F3:F3:16 IP Address 192.168.216.52 UC Software Version 4.0.11.0583 BootROM Software Version 5.0.11.0282

Thanks

Mark

SteffenBaierUK · ‎02-14-2017

Hello Mark,

Nimans sold this SOUNDSTATION IP 5000 back in 27/03/2015 so from our perspective its out of warranty and Nimans could open a Pay Per Incident / PPI ticket with Polycom support.

I suggest you look at this:

Jan 19, 2012 Question: How to troubleshoot Polycom VoIP related Issues?

Resolution: Please check => here <=

Most likely a firewall is dropping the connection or some other timer.

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

View solution in original post

Markuk · ‎02-14-2017

Hi

I managed to resolve the issue by changing the following

(Unify openscape voice (sip pbx)

"nat.keepalive.interval" value "55".

Thanks

Mark

SteffenBaierUK · ‎02-14-2017

Hello Mark,

thanks for the headsup on this.

For everyone else:

The keep-alive interval in seconds. Sets the interval at which phones sends a keepalive packet to the gateway/NAT device to keep the communication port open so that NAT can continue to function. If Null or 0, the phone does not send out keepalive messages.

The standard value of this parameter is 0

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

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