• ×
    Information
    Windows update impacting certain printer icons and names. Microsoft is working on a solution.
    Click here to learn more
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
  • ×
    Information
    Windows update impacting certain printer icons and names. Microsoft is working on a solution.
    Click here to learn more
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
Guidelines
Be the first to explore and join the conversation on our brand-new Poly Support Community Blog, Click here It's live now!!
HP Recommended

We have had an issue with a number of our Group 500 units diconnecting ramdomally mid call in the last week or so. 

 

Looking at the CDR report the Q.850 cause code for these calls were 490. I havent been able to find a definition for this code. Someone has mentioned this could be a software issue. 

 

Of the 48 call with this code is reported on 43 of the call dropped out after 18 minutes and 15 or so Seconds

 

All of the units were upgraded to V6.2.2.1-600016 through our resource manager about a month ago, and there was no 490 codes appearing on the report until a week ago. 

 

any ideas on this issue and how to resolve? 

5 REPLIES 5
HP Recommended

Hello @Fawnsk ,

 

Welcome to the Poly Community.

 

Posting a serial will enable us to look up the history of a device and point out potential partners who can help you open a Ticket with Poly 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

 

------------------------------------------------
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
HP Recommended

is it a SIP or H323 call?

HP Recommended

it is on SIP calls and only seems to effect incoming call only. H323 call have no issues when we change to them.

HP Recommended

Once upon a time I had a similar issue and it was the F5 GTM shutting down the heartbeat call control on RPAD and killing calls. Possibly you have a similar issue in the network traffic flow?

HP Recommended

Do you have SIP traces and verbose debug set on the GS?

† 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>.