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sean-kelly2366 asked ·

Polycom Firmware Issue: Drastic internet speed difference

Polycom Firmware Issue: Drastic internet speed difference (direct connect to switch VS. switch-phone-PC)

Hello there,

I am with a small business and we have Ring Central and have had it for over a year now.

RingCentral Case # 04786865

So, this issue has only popped up about 2 weeks ago. I intially thought the issue was our Time Warner service because there was construction happening near our building on several lines. After that cleared up and we continued to have issues, I investigated further.

I must preface this with the fact that we have not had any issues of this sort until recently. The issue is that our phones cut out and the lines will display an "x" for approximately 10-20 seconds every few hours. There is also a delay in internet response on the PC connected to the phone during this time. The router we have in the office has been configured since the system was initially set up for the port triggers and forwards it needs, so there are no configuration issues.

This was verified by a RC tech support rep logging into my PC and checking the router settings.

After the initial problems with the phone cutting out for short, random periods of time I noticed that the internet response on my PC was rather slow in general. After I noticed this issue, I started running speed tests from different computers in the office to make sure this wasn't just an issue for me or my network card. We have 50MBps/5MBps cable internet service. Most of the time I run a speed test during heavy hours, we still are able to get between 35-45Mbps consistently. After this issue has occurred, I noticed the speed coming from my PC was extremely low. It finished the test and gave me  1.55Mbps/2.89Mbps. I then ran the test from our server, which is hooked directly to the router. The speeds were normal, in fact faster than the rated speed. (60Mbps/6Mbps).

I decided to unplug my phone and hook the Ethernet cable directly to my PC and perform the same test. I received similar speeds to the test run on the server. It is clear somehow the switch in the phone is causing a huge drop off in connection speed. I do not understand how.

The tech support rep suggested if the configuration wasn't working correctly I needed to purchase a new router. The speeds were fine prior to a couple of weeks ago, and I have run several speed tests from PC in the last few months and never reported any performance issues. The router we have is a Netgear R6100 and while it is a few years old, I have not noticed any other internet related issues (aside from the 2.4 wireless band cutting out about once a week).

Does anyone have any ideas or suggestions on why we are having such a hard time lately?
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Yes.. they released the update last night and you can reboot your phones.  If you don't mind, can you reply back and let us know how it goes?  This should fix the bandwidth issue.

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I was able to confirm with a few of my end users that the newest firmware has fixed the duplex mismatch issue. We were able to take the desktop switches out of the equation.

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Thanks for the feedback Joe

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So far all phones which have updated appear to be allowing faster/normal network traffic.  This is looking good.  I'm just glad that the timing worked out so I'm not the guy who had to wait four weeks for the fix.
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bjsvec answered ·
What model phones are you using and is there a switch between the phones and Netgear router or are you just plugging a few phones into the router?  
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We have VVX310s. There is a switch between the router and the phones. Always has been. The switch feeds the wall outlets in the office. Phones are plugged into the wall outlets.
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I ask because the symptom sounds like a negotiation issue (duplex mismatch) between the phone and switch or switch and router possibly.  The comments about firmware are possible too.  There was a recent VVX update to 5.4.2 that was pulled back and phones should now be back to 4.1.8.  Next time they reboot they will go back, at least.  settings > status > platform > application > main to check.
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Thank you, I found the version, it was 4.1.8.0628
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jeremy-miller avatar image
jeremy-miller answered ·
Just reboot the phone. I have seen this with our polycom 410's. It is because of the firmware update. At least that is what I have experienced.
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I have attempted several reboots of the phone, I forgot to mention that in my post. Sorry.
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michael-larssen answered ·
I was having the same issue using softphone via pcs with the 6100 and after switching to nighthawk no more issues
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Which model of Nighthawk? I have been looking into getting another router for the office as the WiFi band cutting out is becoming quite an annoyance.
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AC 1900
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It made a huge difference for me. Was having dropped calls even when hard wired before now not one issues in 2 months
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kim answered ·
What firmware are you on? 
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Well, sorting through the phone, I do not see anything that specifically states firmware version, can you tell me which menu it is under?
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Sean - What kind of phones do you have? Polycom?

Google Search: 
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Gotcha, it is 4.1.8.0628
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sean-kelly2366 avatar image
sean-kelly2366 answered ·
While I was searching for the Firmware I also found this under configuration:

"/vvx310/0004f28d9c08/phone1."

Pre-3.3.0 paramaters found: No
17 errors found
1 duplicate paramter
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kim answered ·
This is an issue with the Polycom Firmware (4.x) we are waiting on Polycom to resolve this in a firmware update.  It's currently being worked.

CNV-17712 Polycom VVX phones throttle upload speed in some network configurations
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Kim, do you have more details of this bug or source of this CNV-17712?  It seems there might be a workaround for this issue such as hard coding the connected PC NIC to 100/full or something similar.
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nathan-malone answered ·
The phone only effects the speeds when the computer is plugged into the PC port on the phone. If you disconnect the computer from the phone and plug the computer straight into the wall or use WiFi that will resolve the issue.
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I noticed the bandwidth was fine if it was not connected through the phone, I unfortunately do not have two Ethernet ports in my office or an extra splitter or switch to accomplish this. My phone is required to be available and I must have internet. I appreciate the suggestion though.
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Using a standard little Ethernet switch between the wall and the pc and the phone should solve the issue ?
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sean-kelly2366 avatar image
sean-kelly2366 answered ·
Kim, I appreciate the response. We hope this is resolved soon as our customer service team is suffering greatly and I am being hindered on my IT duties by the throttled bandwidth.
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Sorry for the inconvenience Sean. We don't have an ETA for this yet, but do understand the frustration this may cause for some of you. Our engineers are working with Polycom to get this fixed as soon as possible.

Mike 
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deb1 answered ·
Is there an eta on when this problem will be resolved?  We are experiencing the same issues.
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Sorry, there is no ETA.  Do you have the ability to plug the computer directly into the router or switch, or perhaps connect via wifi instead of using the port on the phone? 
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Unfortunately we can't plug directly into the router.  It seems some of us in the office are impacted more than others; I only experience occasional slowness and I can deal with that for the time being, but for those here that are struggling to get their work done wifi might be an option.  Thanks for the suggestion.
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Is the new firmware version that's available today - 4.1.8.0983 - the fix for this problem?
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Yes... You can reboot your phones, but it may take a little longer than normal because of the upgrade so you might want to do it when it's not a critical time or your phone volumes are low. We should have some official communication coming out very soon regarding this. 
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joe-morgan answered ·

I also have the issues at my company. When I called support I was told it was a network configuration issue and not a firmware issue on the phones. I was told I would be sent the correct network documentation, but this happened after the firmware update. Most of the end users here are affected. Our switches are set to auto negotiation, and I've had to go into most phones and set them to 100HD on phone port only for them to get any kind of speed. It should be auto across the board.

When can we expect an update/fix? I do not have the ability to plug directly into the PC as the end users will lose their phones.

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