HDX6000 Disconnecting problem

Frequent Advisor

HDX6000 Disconnecting problem



Hello Steffe,


Just to tell you that in my Network area there are different locations and these locations have different IP with different VLAN!


So All my locations are fine and I don't have any problem with that but only one location I have this problem ( During the Mutiple VTC my HDX6000 automatically disconnected from RMX2000 and on this Location I have like 7 Devices of HDX6000 and all of them have this problem) and i checked the Polycom HDX6000 and even I have reseted to the factory setting again no changes.


So in the same network & same room I have connected a Tandberg and the Polycom HDX6000 to the RMX2000 again I saw that I don't have any problem with the  Tandberg and it work fine I mean the duration of VTC is more than 2 hours and there is no disconnection! but again in same time the duration of HDX6000 is only 40 minutes and after 40 minutes automatically disconnect and I receive this masseg:

The far site has been disconnected, Please wait call cleared!


So what do you think where could be the problem?



Ali Yaqubi

Message 1 of 4
Honored Contributor

Re: HDX6000 Disconnecting problem



The issue was many times discussed in the Community. Please searche for "keep alive" to get many details. Take a look at >>> Meeting in interruption <<< topic for the just 40 minutes disconnection problem.


Hope this could be useful.



“Reports that say that something hasn't happened are always interesting to me, because as we know, there are known knowns; there are things we know we know. We also know there are known unknowns; that is to say we know there are some things we do not know. But there are also unknown unknowns- the ones we don't know we don't know.”
― Donald Rumsfeld
Message 2 of 4
Frequent Advisor

Re: HDX6000 Disconnecting problem

Hi Mike,



I saw the mentioned link and still I have the problem of disconnecting!


Thanks and looking forward to hear from you.




Message 3 of 4
Polycom Employee & Community Manager

Re: HDX6000 Disconnecting problem

Hello Ali,

Please contact your Polycom reseller and/or Polycom support.

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
Message 4 of 4