VVX310 stops being able to call in/out or transfer

[Anonymous]

Howdy, I'm dealing with an installation working with OnSIP.  We recently added a VVX 310 with a color expansion module for the receptionist.  She's been having the following intermittent issues, which she needs to power cycle the phone to fix:

1. When an extension hangs up, the red indicator light does not turn off to indicate they have done so.
2. She loses the ability to transfer calls
3. She occasionally can’t receive incoming calls or make outgoing calls

I just removed extraneous items from her BLF's, so she's down from 43 to 23.

I am attaching the debug log I sent to my syslog server from 12 to 12:30.  I received an email from her at 12:28 saying she could no longer transfer calls.

All the other phones on the system are Polycom 335's, and they work fine, though they are set up much more simply.

Any insight?  Thanks in advance!

[SteffenBaierUK]

Hello NCDTI,

welcome to the Polycom Community.

It is always useful to include the currently used software version as issues experienced may already be addressed in a newer release.

This also allows yourself and others to check against current software release notes.

Therefore the Polycom VoIP FAQ contains this post here:

Question: How can I find out my SIP UC Software Version or the BootROM Version of my Phone?
Resolution: Please check here

This VVX310 was sold via SCANSOURCE so I recommend you raise a Support ticket via them so our team can have a look at this issue.

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

[Anonymous]

I will open a support ticket as you suggest, thank you.  The version information:

UC Software Version 5.1.1.2986 Updater Version 5.3.1.2939

The software is provisioned by OnSIP, so I would be reluctant to change it unless there is a reasonably strong case for it.  I do realize there are 3 updates available from the Polycom servers (5.1.1.3331, 5.1.2.x, 5.2.0.x)

Thanks!

[Anonymous]

After clarifying more with the user, it seems like she only was unable to make calls after she rebooted.  So it turns out the only issues are with the sidecar.

It's running on PoE from an 802.3af TrendNET switch.  Is there any chance that spotty power could be causing this?

[SteffenBaierUK]

Hello NCDTI,

I would not assume so but as already mentioned in my prior reply would require to see some logs of the phone.

Please work with SCANSOURCE who this VVX310 was sold via to get this to 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