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.

Question

1-way audio and phones losing registration

Forum|Forum|20 days ago
May 27, 2026
7 replies
107 views

adamf53
The First Step

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
The First Step
Forum|Forum|18 days ago
May 29, 2026

We are experiencing the same issue since the firmware update.

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F

FORT2025
The First Step
Forum|Forum|18 days ago
May 29, 2026

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.

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+3

Mary-Community_Moderator
Community Manager
Forum|Forum|18 days ago
May 29, 2026

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.

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A

adamf53
Author
The First Step
Forum|Forum|18 days ago
May 29, 2026

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.