Bug Report: VVX 250/450 Phones - Failure to Ring on FW version 6.4.7.4477

[calvin_prs26]

Greetings,

We run a fleet of Polycom VVX 250 and VVX 450 phones across approximately 20 sites. Ever since upgrading to firmware version 6.4.7.4477, we randomly have issues wherein the phones will not audibly ring (even though lights flash and an incoming call shows up on screen), and where sometimes the speakerphone functionality also will not work. Adjusting the ring volume does nothing, and I have not found any settings that can account for this. They are not in "do-not-disturb" mode. Rebooting does not fix the issue. Factory resetting these devices SOMETIMES fixes the issue, though not always. The most reliable fix seems to be downgrading to the previous firmware version and then re-upgrading to the current, although one site I am quite sure I did this at some time later reported that the phones were once again failing to ring requiring this fix to be re-applied to many of the phones (this time I added a factory reset into the downgrade/upgrade mix in hopes that this would more thoroughly eliminate this issue - but it is still too early to say if that helped or not).

Not all phones seem to be affected, but groups of phones do seem to be (though, other than a commonality in location I am unsure what the connection between them is that some groups are affected and others are not, unless it maybe some phones were two or more versions behind when being updated and others were not so far behind - data I do not have).

VVX250 Part No.: 3111-48820-001
VVX450 Part No.: 3111-48840-001

[SteffenBaierUK]

Hello @calvin_prs26 ,

Welcome to the HP Poly community.

If no other volunteers reply, I suggest you contact our Support organization in your region. Details are in my Signature.

Best Regards

Steffen Baier