We have been live on RingCentral EX for over a month now and haven’t had issues until yesterday. I have tickets open but was curious if anyone else has / had experienced this.We have 125+ Polycom desk phones.. starting yesterday we’re having 2 issues.1-way audio or no audio at all. The user hangs up and calls back and ALWAYS gets successful 2-way audio on the 2nd attempt. Phones are showing Not Registered then go back to normal after a few moments. When this happens, the port does not go down on the switch side. I’m the sole firewall administrator and no changes have been made there. The only thing I know that’s changed is we got a notice that the Polycom firmware would be updated to 26.2 on May 17th.

The First Step

Question

1-way audio and phones losing registration

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We have been live on RingCentral EX for over a month now and haven’t had issues until yesterday. I have tickets open but was curious if anyone else has / had experienced this.

We have 125+ Polycom desk phones.. starting yesterday we’re having 2 issues.

1-way audio or no audio at all. The user hangs up and calls back and ALWAYS gets successful 2-way audio on the 2nd attempt.
Phones are showing Not Registered then go back to normal after a few moments. When this happens, the port does not go down on the switch side.

I’m the sole firewall administrator and no changes have been made there. The only thing I know that’s changed is we got a notice that the Polycom firmware would be updated to 26.2 on May 17th.

F

FORT2025

Amplifying the VIBE

We are experiencing the same issue since the firmware update.

F

FORT2025

Amplifying the VIBE

Also, I googled searched the issue and it provided suggestions. I will be working through the list and will let you know if one of these items resolves it.

Mary-Community_Moderator

Community Manager

We have been live on RingCentral EX for over a month now and haven’t had issues until yesterday. I have tickets open but was curious if anyone else has / had experienced this.

We have 125+ Polycom desk phones.. starting yesterday we’re having 2 issues.

1-way audio or no audio at all. The user hangs up and calls back and ALWAYS gets successful 2-way audio on the 2nd attempt.
Phones are showing Not Registered then go back to normal after a few moments. When this happens, the port does not go down on the switch side.

I’m the sole firewall administrator and no changes have been made there. The only thing I know that’s changed is we got a notice that the Polycom firmware would be updated to 26.2 on May 17th.

Hi @adamf53,

We recommend submitting a support ticket with our Technical Support Team so they can further investigate the call behavior, registration drops, and possible impact of the recent Polycom firmware update to version 26.2. Providing call examples, affected extensions, and timestamps would also be very helpful for troubleshooting.

A

adamf53

Author

The First Step

Support seems to have gotten us back in line. The fix is kind of lengthy so I’ll send you a DM with my contact information. Unfortunately it requires going into the web interface of EVERY affected phone. Thankfully we have less than 150 phones but still a time consuming task.

F

FORT2025

Amplifying the VIBE

I emailed you! Thank you!

F

FORT2025

Amplifying the VIBE

Did you have any sound quality issues in addition to the unregistered?

A

adamf53

Author

The First Step

Looks like the fix didn’t work. Going back to support.

D

Daniel_C

New Participant

Anyone have any updated info or solutions for this? We are experiencing the same thing, ~150 phones at 5 different sites, all with the same issue.

We have two Yealink phones and they are not having any of the issues.

A

adamf53

Author

The First Step

Daniel

the only fix is getting tier 3 support to roll back the firmware. Once they did that for us life is good again. They will tell you it isn’t possible to roll back firmware but keep pushing.. it is definitely possible for them to do. Took a long 3+ weeks to get it to happen, though.

C

cmkw

We too are having this issue. The timeline you are referencing & issue noted fits our exact issue. We have 800+ Poly phones. I will reach out to support & see if we can get anywhere with this.

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