Polycom VVX 600 Line Unregistered / Rebooting Randomly

[Anonymous]

We have several VVX 600 phones.  They tend to go line unregistered and sometimes reboot from once to four times a day.  8x8 says our dns must be too slow (Google 8.8.8.8) or that our internet is too slow (100mbs down / 25 mbs upstream).  That we should purchase the 8x8 device that sits on our network that costs $75 a month to measure reliability or upgrade to their tier 2 support.  We have about 18 total phones with about 5 in use at any one time.

This is the info from one phone particularly being troublesome today. 

Provider SIP 8x8

Phone Information

Phone Model VVX 600

Part Number 3111-44600-001

Rev:AMAC Address 00:04:F2:88:EB:22IP

Mode IPv4IP

Address 192.168.1.116

UC Software Version

5.9.2.3446

Updater Version 5.9.7.19340

Camera Software Version VVX Camera is not connected

Log Files attached

[SteffenBaierUK]

Hello @george-scott ,

welcome to the Poly Community.

UC Software 5.9.2 was only released on the 12/04/2019 so I am wondering if this phone may have had issues prior to the upgrade to this version.

We, therefore, need some questions answered:

This ensures the questions having to be asked are limited and any new or follow up post contains the right amount of details to ensure any voluntary participant within the community does not spend additional time chasing basic information.

As a reminder the basic information asked for:

• Provide the exact Software Version of your Phone
• Provide the Phone Model
• Provide the Call Platform (aka openSIP,Teams, Skype for Business Online, Skype for Business on Premise, Lync)
• Additional Poly Infrastructure (RPRM,PDMS or BToE)
• If applicable provide a backup of the phone in question

UC Software 4.0.0 or later via the Web Interface Utilities > Phone Backup & Restore > Phone Backup > Phone Backup. Please rename into .TXT or Zip the file to attach.
Since UC Software 5.9.0 simply provide this via the Web Interface Diagnostics > Download Support Information Package

• If possible provide a Log and either attach them or use the Code Tag.Consult the Troubleshooting Section found within the FAQ if applicable
• If possible provide the MAC Address or Serial of the device
• Provide details for example if the issue is a day 1 issue or only happened after an upgrade or any other relevant details
• For questions around Support please check here

Whilst providing some of these details may not directly impact any possible answer the community can provide, it does enable Poly to have an overview of the current software used. In addition, providing all details at the same time allow us to check logs or look up potential support partners if an issue needs to come into support. It also enables us to verify the entitlement for using features.

Checking the MAC of the phone shows this phone was sold via COMMLOGIK (CALA) back in 20/05/2014

The logs provide show nothing other than the phone was missing the NTP server in the beginning.

I suggest you change some logging to get more data and check the logs straight after a reboot.

• Settings > Logging > Global Settings > Global Log Level Limit > Log File Size (Kbytes) > VVX = 1000 or Trio 10240

If this all fails open a ticket.

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

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

As the unit is no longer within the warranty please be prepared to Pay Per Incident / PPI. This is all outlined in detail 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