question

corey-fronek2172 avatar image
corey-fronek2172 asked ·

RingCentral Polycom phone unavailable

RingCentral Polycom phone showing available yet it's unavailable when someone calls the main group. Online on the website it says it's "unavailable" and yet the HUD on the Softphone shows the phone as available. I've unplugged the power from the phone and it still shows the same thing. I went online to find function commands to make the phone be available/unavailable and it does nothing. I can't get a hold of anyone through calling in support.
Anyone have any ideas on how to fix this?
topic-default
1 |1000 characters needed characters left characters exceeded

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

corey-fronek2172 avatar image
corey-fronek2172 answered ·
Hey Mike,

I'm having the issue with S/N# 0004F266D7DD, Barry Fronek ext 102 and S/N# 0004F266D55A, Pam Fronek ext 101.
S/N# 0004F266D55A tends to be in an endless "Reboot Initiated"
I have only unplugged it and have let it gone through it's update and reboot process...
S/N# 0004F266D7DD boots up fine and doesn't go through the update process, but yet it still shows it's unavailable to the groups it's in.

Thanks,

Corey

2 comments Share
1 |1000 characters needed characters left characters exceeded

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

These two phones are currently registering with our system and look fine on the back end.  Are you still having issues with them? Also, have you checked your router configuration

  • SN: 0004F266D55A  Last Registration Date: 06/09/2016 3:06 AM -- OFFLINE  is this one still rebooting continuously? Have you tried plugging it into a different network?
  • SN: 0004F266D7DD Last Registration Date: 06/08/2016 10:25 AM - shows ONLINE
0 Likes 0 · ·
Yes, I'm still having problems with them. Please look at my below response to Mike.
0 Likes 0 · ·
mike avatar image
mike answered ·
Hi  Corey Fronek

We'll take a look at the phone & account.  Can you tell us what phone is having this issue?  I've made this a private conversation so you can post the s/n #, user info etc. 

Mike 
Share
1 |1000 characters needed characters left characters exceeded

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

mike avatar image
mike answered ·
Hi Corey, 

I have a few more questions for clarification.

1. By main group,  are you referring to the Sales Queue?  That is the only group I see both Barry and Pam in. 

2. In your 1st post, 2nd sentence, you stated "Online on the website it says it's "unavailable" and yet the HUD on the Softphone shows the phone as available."  What screen Online are you referring to?  Can you post a screenshot. 

3. Regarding S/N# 0004F266D55A being in an endless "reboot initiated"  Are you saying you've only unplugged it once, but it keeps rebooting.  That phone did register with our server at 2:37 today.  Is it still rebooting at this time? 

4. We want to rule out any possible network issues. Have any recent changes been made to the router?  When did this issue start? It's always a good idea to double check your settings here in case theres some sort of signalling issue:  Network requirements?


On a side note:  I'm also a little curious about your inability to get a hold of someone by calling support. What number did you dial and approximately what time?  Was there just a long hold time? 
Share
1 |1000 characters needed characters left characters exceeded

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

corey-fronek2172 avatar image
corey-fronek2172 answered ·
Hi Mike,

1. I am referring to the "Sales" group. I figure if the "unavailable" phones get fixed it will solve the unavailables in "International" and "Accounting". 

2. This Screen




3. S/N# 0004F266D55A is stuck on an endless reboot.
This is the one registered for Pam Fronek.
Yesterday I unplugged it and replugged the power to see if it would register available.
It started up and downloaded and installed an update.
Then it has been in a constant reboot initiated state the whole time. Here are sequences of pictures to visually explain what's going on:






This Network link is down is on for about a second till it goes to the next photo.


Then this "Reboot initiated" stays on for like 2 to 3 minutes.


Then when I cancel the Loading Application, this is what it does:










You can start to see a faint rectangle box in this next photo which is the "Reboot initiated" box.
Somehow I snapped this during the transition.


4. I went to your network link and added the extra ports that need to be open. 
When I setup the network a year ago I haven't touched any settings at all.
So my network is not a problem at all, but I opened up all the extra ports just to rule that completely out. Barry Fronek has unplugged and plugged his phone power in multiple times and it still shows "Unavailable" online, yet we can all transfer a call to his phone without a problem. I believe this problem started 1 week ago. I didn't think much of it since we had never had a problem like this before.
Here are the ports I have opened:


*Regarding the support question, I called the main line and went through to Tech Support.
Then I was waiting for tech support for over 10 minutes. It got to a certain point where the music stops playing and it's dead silent. I did this 2 times. Then I called and pressed 1 when it asked me if I wanted a callback. So about 25 minutes was wasted on that adventure...
Share
1 |1000 characters needed characters left characters exceeded

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

corey-fronek2172 avatar image
corey-fronek2172 answered ·
So since S/N# 0004F266D55A is stuck on an endless reboot cycle, Pam Fronek can only use the internet for a couple of minutes at a time before the phone reboots again.
She is the accountant for our company and the last thing I need is my dad (my boss) to yell at me as to why Pam (my mom) can't do her work. So I really need a solution on these ASAP.

Thanks,

Corey
Share
1 |1000 characters needed characters left characters exceeded

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

kim avatar image
kim answered ·
Corey -

  1. Have you open a support case yet for the phone that reboots continuously? I want to follow up with it? 
  2. Barry has "do not accept call queue calls" turned on.  He needs to login online and turn it to "take all calls"

3 comments Share
1 |1000 characters needed characters left characters exceeded

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

Hi Kim,

Can you just set it to "Take all calls." I don't want to go through the nightmare of trying to hunt down his password... Your company's password requirements are a joke to work with and the last thing I need is to reset it and not have a realistic password that someone can remember....

You have my full approval to change that for me.

Thanks,

Corey
0 Likes 0 · ·
Corey -

I moved Barry to "take all calls".  However in the future the user or the Admin will need to make those changes themselves.  

Kim
0 Likes 0 · ·
Awesome. Thanks Kim!
0 Likes 0 · ·
kim avatar image
kim answered ·
I opened up a support case for you on Pam's phone Ext 101.   Case# 04705867
Question:  Did this only start happening after the phone updated firmware? 

To update this case with further information please login to http://success.ringcentral.com/RCContactSupp Select contact support, and you will be able to see view: all open cases at the bottom of the page.

Share
1 |1000 characters needed characters left characters exceeded

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

corey-fronek2172 avatar image
corey-fronek2172 answered ·
Ok. Cool. Will I get an email if someone responds to the case number?
10 comments Share
1 |1000 characters needed characters left characters exceeded

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

You can track case notes by logging into (see above). They sometimes e-mail directly or call.  What is best for you? Phone or e-mail? 

0 Likes 0 · ·
Email would be best. corey@seafooddoctor.com
0 Likes 0 · ·
what firmware do you have on Ext 101?
0 Likes 0 · ·
I don't know how to check it on the one phone that keeps rebooting unless you can tell by the above photos.
0 Likes 0 · ·
Does it stops for a min or so for you can grab it?
0 Likes 0 · ·
Show more comments
kim avatar image
kim answered ·
btw - now Mike and I are craving seafood.... it's hard to find the good stuff in Colorado HAHA
Share
1 |1000 characters needed characters left characters exceeded

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

Write an Answer

Hint: Notify or tag a user in this post by typing @username.

Up to 10 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

Customer Spaces