VVX Phone looses presence intermittently and unable to call when it does.

Occasional Visitor

VVX Phone looses presence intermittently and unable to call when it does.

Hi All,


we are running Skype for Business 2016 (on premise) with polycom VVX phones.


We are having this issue where our VVX 410, 411 and 610 phones will show the presence of our favourite contacts on screen correctly but then out of the blue it will loose all the presense infomation and just show the users name - in black and white.


When this happens the user is unable to make or recieve calls. I am assuming that this is the phone loosing its registration against the skype server momentaritly? It usually lasts for 30 sec to a minute.


I would appreciate any advice to resolve this issue.


is there anything i should be looking for in the logs which will point me in the right drection?





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Polycom Employee & Community Manager

Re: VVX Phone looses presence intermittently and unable to call when it does.

Hello @PaulWA,

welcome to the Polycom Community.

It is always useful to include the currently used UC Software version as issues experienced or a question asked may already be addressed in a newer release.

This also allows yourself and others to check against current software release notes, Administrator Guides or FAQ post’s.

The above is also stated in the "Must Read First" and is the absolute minimum requirement every new post should include. .

In addition providing us with this basic information gives Polycom an idea what Software Versions are used in the field and avoids wasting time trying to troubleshoot issues which have already been addressed.

Therefore the Polycom VoIP FAQ contains this post here:

Question: How can I find out my SIP or UC Software Version of my Phone?
Resolution: Please check here


In addition the Skype for Business FAQ contains:


Jan 17, 2017 Question:How can I troubleshoot simple Skype for Business, LYNC or Office365 issues?

Resolution: Have a look => here <=

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


If official support is required please check how to phone or open a case here

The title Poly Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.


Notice: This community forum is not an official Poly support resource, thus responses from 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 proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
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