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vvx411 all lines flashing green - locked up - Ring Central

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Occasional Visitor

vvx411 all lines flashing green - locked up - Ring Central

I have several VVX411 phones that are locking up and flashing all lines green.  Have to reboot the phone to get it back working.

Using RingCentral as provider and they show no issues. 

Not using Skype for Business.  Just basic VOIP services

 

UC Software Version5.6.0.20009
Updater Version5.8.0.24992

 

I am not finding any similar issue in the KB or on Google.

 

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

Re: vvx411 all lines flashing green - locked up - Ring Central

Hello @MPenn ,

 

Welcome to the Poly Community.

 

I suggest either Ring Central or you should get this into support.

 

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

End Customers are usually unable to open a ticket directly with Poly support. Available End User Poly services offerings are detailed here

If this is some sort of an Internet discounter providing your MAC address or your Poly devices serial will enable us to look up who would be able to support you. This may not be who you purchased the Poly device from.

If the unit is no longer within the warranty please be prepared to Pay Per Incident / PPI. This is all outlined in detail here


Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

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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
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Occasional Visitor

Re: vvx411 all lines flashing green - locked up - Ring Central

Thank you for that, I have support links into Polycom.

A question that I have is that this is occurring infrequently on a couple of our VVX411 phones.  Is it possible that bad network packets or something similar is causing the phone to do this? 

I am an old school IT nerd that is new to VOIP.  This is my first foray into VOIP and it is not going as well as I had anticipated.  This may be outside the scope of this support system, but I am grasping at straws to fix a few random issues.  I have verified with Ring Central support that everything is correct, but I keep getting random issues such as a single phone that is part of a ring group not ringing, and also the flashing green lines.  The biggest problem is that the issues are completely random and I cannot readily duplicate the issue.  I can't tell if this is network or phone hardware related.

I have a Sonicwall TZ400 and have white listed the Ring Central IP addresses, so I don't THINK that there are malicious SIP packets coming into the phones, but I don't know how to truly verify this. I have run the external IP address through ipfingerprints.com and it shows that the system is locked down as it should be.  It is a small office with 8 PCs and only 8 phone lines on a 200mb/10mb cable line that is showing about 100% reliability, My bandwidth on the gigabit LAN is minimal so I don't see it as a congestion issue. 

Thanks

Michael

  

Message 3 of 5
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Polycom Employee & Community Manager

Re: vvx411 all lines flashing green - locked up - Ring Central

Hello @MPenn 

 

via the community, there is no official support as we are all volunteers answering in our own spare time.

 

Support can only come via opening a support ticket.

 

You could start with this:

 

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

Resolution: Please check => here <=

 

Most likely something is blocking the messages coming and going from the phone and the phone therefore getting in a random state.

 

After a reboot, it registered "normal" to the Ring Central server until a message does not arrive on the phone or is not getting to Ring Centrals SIP server.

 

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 4 of 5
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Occasional Visitor

Re: vvx411 all lines flashing green - locked up - Ring Central

Thank you very much! 

That gives me a starting point. 

Message 5 of 5