[FAQ] Clariti Manager or RPRM and Poly Phones Heartbeat issue

[SteffenBaierUK]

Utilizing Poly Phones may show a Heartbeat issue when monitoring these phones via the Endpoint > Monitor View

The Status may report the unit with a heartbeat issue:

This can have 5 different reasons.

Possible Reason 1:

A firewall is blocking the Telephony Event Notification message send from the phone to the Clariti Manager / RPRM or the Phone State Polling from the Clariti Manager / RPRM to the Phone.

Non working example:

Working example:

Solution would be to check the firewall between the Phone and the RPRPM.

Possible Reason 2:

Weak Encryption setup on the Clariti Manager / RPRM end.

Set the Encryption level on the Clariti Manager /RPRM end to Standard Ciphers via Admin > Management and Security > TLS Settings > Cipher Mode > Standard Cipher

Possible Reason 3:

Wrong Username or Password on the Phone end.

Please ensure that the apps.statePolling.username or apps.statePolling.password on the phone end Settings > Applications > Phone State Polling has not changed from test.

Possible Reason 4:

Phone unable to send Telephony Event Notification

Using VVX UC Software 5.6.1 or Polycom Trio UC Software 5.5.2 or older when utilizing a FQDN as the Telephony Event Notification URL the Phone falsely converts part of the URL into an IP address after the DNS resolve and therefore cannot connect to the Clariti Manager / RPRM

Error in the Phone logs:

1018190803|wmgr |4|00|Unable to send notification to https://10.22.33.44/PlcmRmWeb/device/PhoneStatus  with error 51

Possible Reason 5:

The Clariti Manager / RPRM configuration set the Phone to use apps.statePolling.responseMode="1" instead of apps.statePolling.responseMode="0"