Real presence touch lost ip and paring

Occasional Visitor

Real presence touch lost ip and paring

Hello there

Several time randomly our RP Touch (hw 4 OS 2.1.3-262) lost the paring with the RPG 500 (sw 6.0.1-340040)

Both have static ip address and they are in the same subnet.

When the problem occurred the RP Touch disappear from the network ( No ping and no web interface) and I need to hard reboot it to solve the problem

In the log i see a lot of

 SessionSyncThread(3247)  Request timed out


and after this

 SessionSyncThread(3247)  Encountered unresponsive server (1001)  RestSessionUtils(3247)  Failed to get Pairing  RestSessionUtils(3247)  JSON


Utill I reboot the RP Touch (it is powered by PoE)

The calbes are good and we have change the swith port

How I can solve the problem?

I really appreciate any help you can provide


Message 1 of 2
Polycom Video EP PLM
Polycom Employee & Moderator

Re: Real presence touch lost ip and paring

It appears as if the RPT and the GS software are not in synce.  Per the Release notes for the 6.0.1 software the RPTouch should have


● Version 6.0.1 of the Polycom® RealPresence Touch™ Panel software
● Version 2.0.0 of the Polycom RealPresence Touch Operating system software


The first step will be to upgrade the codec, or downgrade the RPTouch.

Message 2 of 2