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The Poly Phones Knowledge Base is live! We look forward to helping you with common issues and troubleshooting advice!
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‎02-27-2018 07:35 AM

HP Recommended

We have one VVX 411 that is continuously rebooting...so quickly in fact that we can barely geta any logs out. I've attached app, boot and audit logs from the phone here. Any help would be greatly appreciated. 

6 REPLIES 6

‎02-27-2018 07:49 AM

HP Recommended

Hello @neill.netzeband,

welcome to the Polycom Community.

INGRAM MICRO sold this unit back in 19/10/2017 so please contact them as the logs show nothing.


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

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
Was this reply helpful? Yes No

‎02-27-2018 08:26 AM

HP Recommended

I've read a few threads in your forums about others having the same issue but none have any resolution whatsoever. 

 

Are you aware of any issues with VVX models rebooting due to misconfiguration or something along those lines? 

Was this reply helpful? Yes No

‎02-27-2018 08:47 AM

HP Recommended

Hello @neill.netzeband,

I am not and most likely I advised other users with a similar issue to open a ticket with support.

 

Please get this into support so we can look at this.

 

End Customers are unable to open a ticket directly with Polycom support.

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

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
Was this reply helpful? Yes No

‎02-27-2018 09:30 AM

HP Recommended

I have some more infromation. The issue was with the expansion module that was plugged in. Once we unplugged, it worked fine. The firmware version is 5.7.0.11768 for reference. When the expansion module is plugged in, it boots up and says application starting then initializing then screen goes blank and repeats the process continuously. 

Was this reply helpful? Yes No

‎02-27-2018 09:43 AM

HP Recommended

Hello @neill.netzeband,

this is the reason why it is important to provide as detailed instructions as possible.

 

Is the Expansion Module connected the correct way aka via the provided cable and the AUX port ?


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

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
Was this reply helpful? Yes No

‎02-27-2018 09:46 AM

HP Recommended

Yes, it was connected correctly. I reset the phone to factory, it downgraded to firmware 5.4.2.6722, plugged the expansion module back in again and it appears to be working normally so I'm not sure if it was a firmware issue or not.

Was this reply helpful? Yes No
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation.
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† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.