Poly X30 that disconnects from the network every day

Ásgeir · ‎10-23-2023

Hello,

I have an X30 unit that needs to be rebooted daily because It loses network connection. This can happen after a few minutes of inactivity. There is a yellow LED on the X30 when this happens. I'm using the latest firmware update.

I have exported the device logs from Lens and TAC but I'm not sure what I should look for to find out the source of this problem.

SteffenBaierUK · ‎10-23-2023

Hello @Ásgeir ,

Welcome to the HP community.

Unfortunately, your post does not contain the currently used Software version for the HP Poly product, the HP Poly Software, or the Partner application you are using.

This is important especially in the future when someone finds this post in days, months, or years to come. Please do not simply edit the original post but reply with the versions.

End Users should not really check the logs as they are not laid out for end-user consumption.

If an issue like this cannot be resolved via a public community post, please work with our support organization in your region. Details on how to contact us are in my signature

Best regards

Steffen Baier

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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

nlev · ‎10-23-2023

Not sure if this is the same issue, but in the past I've found that setting a DHCP reservation for the Poly devices has helped improve the connection reliability. Also, Poly support has recommended setting a nightly reboot schedule in Poly Lens to improve stability. These two workarounds have improved the stability for me.

Ásgeir · ‎10-25-2023

Hello, I'm using version 4.1.0_00.180034 on the X30.

Ásgeir · ‎10-26-2023

Hi Steffen,

I can provide you with log files if that helps to identify the problem.

SteffenBaierUK · ‎10-26-2023

Hello @Ásgeir ,

I am just a volunteer as stated in my signature.

I suggest you contact our Support organization in your region. Details are in my Signature.

Best Regards

Steffen Baier

------------------------------------------------
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

nlev · ‎10-26-2023

Did you enable "Save Logs to Internal Storage"? If not, the logs are lost when the device is rebooted and are not useful for diagnosing the issue.

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