X30, X50, X70 and G7500 devices dropping off the network at ... - HP Support Community

PeterProAV · ‎08-21-2023

Good afternoon,

We are commissioning on a new site in London where we have numerous X range devices along with about 15 G7500s.

All devices are running Zoom Rooms on version 5.15.7.3484 and on Poly version 4.0.2-384012.

We have found that random devices are dropping off the network, not always the same model, or on the same switches or at the same time.

Our network liaison is saying that the devices, when they drop off are simply not responding to ARP requests. To rectify the situation requires the disconnection and reconnection of the Network cable physically. Rebooting does the same thing, but no settings are changing, and most devices are happily online most of the time. I've taken the logs off of one X50 that was offline last week, but since the logs are encrypted, we will need someone able to de-encrypt and analyse to see where the problem lies.

I can't raise a call with HP as it says that the system is unavailable at this time and try again later.

I've tried over several days to raise a call with no success and no phone number or email address to circumvent the poor online handling of requests.

Can anyone help with this please?

SteffenBaierUK · ‎08-21-2023

Hello @PeterProAV ,

welcome to the HP Poly community.

This is a known issue and "normally" occurs after the usage for at leas 14 days. I suggest you contact our Support organization in your region. Details are in my Signature. and should include online options.

We recommend, as a workaround until we release Poly OS 4.1 which contains a schedulable reboot feature, to use the REST API and reboot these weekly or daily depending on the frequency.

This issue is *KB Article 66573*

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 please open a service ticket through your support channels.
Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN

PeterProAV · ‎08-21-2023

Hi Steffen,

Thanks for the quick reply, but the article you refer to is titled

"CUSTOMERS MAY HAVE LOW MICROPHONE SEND LEVEL FROM X30 AND X50 DEVICES TO THE FAR END OF A CALL STARTING ON JUNE 5TH 2023"

Is there an article that refers to the dropping of the network?

SteffenBaierUK · ‎08-22-2023

Hello @PeterProAV

I should not try and answer questions whist on holiday 😉

*KB Article 65966 *

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 please open a service ticket through your support channels.
Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN

X30, X50, X70 and G7500 devices dropping off the network at random.

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"CUSTOMERS MAY HAVE LOW MICROPHONE SEND LEVEL FROM X30 AND X50 DEVICES TO THE FAR END OF A CALL STARTING ON JUNE 5TH 2023"