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

i have polycom vvx411's running 5.7.0.11768

intermittently some phones lock up completly, forcing us to reboot the phone with ethrernet disconnect/reconnet

 

its happened to laptop and desktop users at muliple sites

 

udm pro is used as our provisioning server

 

any ideas where to start looking.

1 ACCEPTED SOLUTION

Accepted Solutions
HP Recommended

Hello @ausware,

As already outlined you can downgrade to 5.6.2 and re-test or wait till later today when we post 5.7.2.

 

In addition you should be using BToE 3.7.0

 

If your issue persists please open a ticket as already outlined.


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

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

View solution in original post

4 REPLIES 4
HP Recommended

Hello @ausware,

welcome to the Polycom Community.

There are a couple of similar post like this => here <= that can be found when using the community search.

 

Does this happen when you utilize BToE or not ?

 

We are about to release UC Software 5.7.2 any day now which has a fix for phones freezing but I am not aware if this is applicable to you.

 

You should do the following:

 

  • Wait and upgrade to 5.7.2
    or
  • Downgrade to 5.6.2 as this has the same fix as in 5.7.2

If the issue still occurs after this the next step is to open a ticket.


In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you.

End Customers are unable to open a ticket directly with Polycom support.

If this is some sort of an Internet discounter please post either your phone's MAC address or your Polycom devices serial so I can look up who would be able to support you. This may not be who you purchased the Polycom device from.

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

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

we are using BTOE 3.6

 

 

HP Recommended

our VVX pairing to SKYPE is also intermittent 

 

sometimes no VVX present in skype client

have to reboot to get it back as primary device..

 

 

HP Recommended

Hello @ausware,

As already outlined you can downgrade to 5.6.2 and re-test or wait till later today when we post 5.7.2.

 

In addition you should be using BToE 3.7.0

 

If your issue persists please open a ticket as already outlined.


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

------------------------------------------------
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
† 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>.