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The Poly Video Conferencing Knowledge Base is live! We look forward to helping you with common issues and troubleshooting advice!
HP Recommended

Hello there

Several time randomly our RP Touch (hw 4 OS 2.1.3-262) lost the paring with the RPG 500 (sw 6.0.1-340040)

Both have static ip address and they are in the same subnet.

When the problem occurred the RP Touch disappear from the network ( No ping and no web interface) and I need to hard reboot it to solve the problem

In the log i see a lot of

 SessionSyncThread(3247)  Request timed out

 

and after this

 SessionSyncThread(3247)  Encountered unresponsive server (1001)  RestSessionUtils(3247)  Failed to get Pairing  RestSessionUtils(3247)  JSON

 

Utill I reboot the RP Touch (it is powered by PoE)

The calbes are good and we have change the swith port

How I can solve the problem?

I really appreciate any help you can provide

 

1 REPLY 1
HP Recommended

It appears as if the RPT and the GS software are not in synce.  Per the Release notes for the 6.0.1 software the RPTouch should have

 

● Version 6.0.1 of the Polycom® RealPresence Touch™ Panel software
● Version 2.0.0 of the Polycom RealPresence Touch Operating system software

 

The first step will be to upgrade the codec, or downgrade the RPTouch.

† 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>.