VVX 500 call answer problem

[Anonymous]

Hello - one of my vvx 500's won't answer a call.   It won't answer either when I pick up the handset or push the speaker button.  Everything else seems to work fine (e.g. can use either handset or speaker to place a call).  Has anyone ever experienced anything like this?  I've tried resetting to factory default and flashing the firmware up and down a couple revisions.  Thanks!

[SteffenBaierUK]

Hello slipperypete,

welcome to the Polycom Community.

It is always useful to include the currently used UC 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.

The above is also stated in the "Read First"

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

Stating the above minimum information for a new post using the Web Interface you can change the Key Observer logging to event 2 and should see this in the logs when lifting and replacing the handset:

0615080509|key  |2|611|Time=061176.620 HookUp
0615080509|key  |2|611|Time=061176.950 KeyPress=256 (Null)
0615080509|key  |2|611|Time=061176.950 HookDown
0615080510|key  |2|611|Time=061177.910 KeyRelease=256 (Null)

or if using the Speaker Button

0615080746|key  |2|611|Time=061333.810 KeyPress=13 (Handsfree)
0615080746|key  |2|611|Time=061333.940 KeyRelease=13 (Handsfree)
0615080747|key  |2|611|Time=061334.790 KeyPress=13 (Handsfree)
0615080747|key  |2|611|Time=061334.960 KeyRelease=13 (Handsfree)

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]

Here is some more info: 

Phone Information
Phone Model VVX 500
Part Number 3111-44500-001 Rev:A
MAC Address 00:04:F2:DB:E5:D9
IP Address 10.100.30.144
UC Software Version 5.4.3.1014
Updater Version 5.6.3.1009

Here are the log entries when I try to answer via the headset:

0615084924|cfg |5|00|Prm|Array parameter reg.x.telephony index 269 is out of range
0615084924|cfg |5|00|Prm|Parameter call.autoAnswer.SIP requested type 2 but is of type 7
0615084928|key |2|00|Time=079689.240 KeyRelease=255 (Line213)
0615084928|app1 |4|00|Event: Unrecognizable key - appKeyFunc = 327, scan code 0
0615084928|key |2|00|Time=079689.240 HookUp
0615084928|cfg |5|00|Prm|Array parameter reg.x.telephony index 269 is out of range
0615084935|key |2|00|Time=079695.900 KeyPress=256 (Dialpad1)
0615084935|key |2|00|Time=079695.900 HookDown
0615084935|cfg |5|00|Prm|Parameter voIpProt.SIP.allowTransferOnProceeding requested type 2 but is of type 0
0615084935|sip |5|00|CUser::CallNew Call SubscribeDialogBla absent
0615084935|sip |5|00|CUser::CallNew Call SubscribeDialogBla absent
0615084935|sip |5|00|CUser::CallNew Call SubscribeDialogBla absent

Here are the log entries when I pick up the handset (no call): 

0615085153|key |2|00|Time=079833.830 KeyRelease=255 (Line213)
0615085153|app1 |4|00|Event: Unrecognizable key - appKeyFunc = 327, scan code 0
0615085153|key |2|00|Time=079833.830 HookUp
0615085153|cfg |5|00|Prm|Array parameter reg.x.telephony index 269 is out of range
0615085156|key |2|00|Time=079837.520 KeyPress=256 (Dialpad1)
0615085156|key |2|00|Time=079837.520 HookDown
0615085156|cfg |5|00|Prm|Parameter voIpProt.SIP.allowTransferOnProceeding requested type 2 but is of type 0
0615085156|sip |5|00|CUser::CallNew Call SubscribeDialogBla absent

Here are the log entries when I press the speaker button (no call): 

0615085227|key |2|00|Time=079868.470 KeyPress=11 (Handsfree)
0615085227|cfg |5|00|Prm|Array parameter reg.x.telephony index 269 is out of range
0615085227|key |2|00|Time=079868.640 KeyRelease=11 (Handsfree)
0615085229|key |2|00|Time=079870.600 KeyPress=11 (Handsfree)
0615085229|cfg |5|00|Prm|Parameter voIpProt.SIP.allowTransferOnProceeding requested type 2 but is of type 0
0615085229|sip |5|00|CUser::CallNew Call SubscribeDialogBla absent
0615085230|key |2|00|Time=079870.850 KeyRelease=11 (Handsfree)

[SteffenBaierUK]

Hello slipperypete,

This VVX500 was sold via SCANSOURCE COMMUNICATIONS back in 23/03/2015.

Has the phone always done this or is this just something that recently started?

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]

Thanks for your reply.  I don't know for certain if it has always done this or if it just started.  It was sitting in a previously unused office.  It is now being used.

[SteffenBaierUK]

Hello slipperypete,

the reported keys are not normal and I could only think that maybe someone spilled some sort of liquid on the phone or it is defective. Not knowing if this is a day one issue or only recently started makes it hard to determine the root cause.

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]

It is unlikely someone spilled anything on the phone.  What do you suggest I do to get the problem fixed?

[SteffenBaierUK]

Hello slipperypete,

you stated you already factory defaulted the phone and tried different software versions so it is unlikely any remapped the keys.

A backup via the phone web interface would enable you to double check this.

The next step then is to try and warranty RMA the phone via the Polycom reseller.

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