Deskphone: Sidecar -Not all sidecar buttons work

  • 0
  • 2
  • Question
  • Updated 3 years ago
  • (Edited)
Archived and Closed

This conversation is no longer open for comments or replies and is no longer visible to community members. The community moderator provided the following reason for archiving: We have archived this topic as it has either reached a resolution has become inactive, or information contained in this thread is no longer accurate. If you have a related question on this subject, please post a new topic.

We are in the US and are having this issue.  This is only with our receptionist.  We are on our 2nd VVX-500 and 2nd sidecar.  The issue is some of the buttons are unresponsive at times.  A reboot will temporarily fix the issue and it eventually come back.  

I converted from PoE to connecting the power supply up to the phone to rule out an issue with the phone not getting enough or constant power from the switch.  Any thoughts?  
Photo of Charlie Sciuto

Charlie Sciuto

  • 130 Points 100 badge 2x thumb

Posted 4 years ago

  • 0
  • 2
Photo of Jeremy Miller

Jeremy Miller

  • 808 Points 500 badge 2x thumb
I am having the same issue. 
Photo of Mike

Mike, Official Rep

  • 93,998 Points 50k badge 2x thumb
Hi Jeremy,  Can you provide more details. Do you also have a VVX500 w/side-car? 

What have you tried for troubleshooting so far. 

Mike 
Photo of Jeremy Miller

Jeremy Miller

  • 808 Points 500 badge 2x thumb
It is a Polycom 410 w/side-car. Rebooting seems to help for a while. Support has suggested it could be a network lag issue but I have no call quality issues and have followed the network requirements. The phone is only a couple of months old. Thanks.
(Edited)
Photo of Mike

Mike, Official Rep

  • 93,998 Points 50k badge 2x thumb
Charles,  There's a chance that it could be the phone, and not the side-car causing the problem.  Do you know how old the phone is?  You may want to call in with the serial number and we can see if it's under warranty and possibly get a new phone? 

Mike 
Photo of Kim

Kim, Alum

  • 43,854 Points 20k badge 2x thumb
Even after you swapped the phone & side car out the same issue persisted on that extension? If so, then it is most likely a local network issue. 
Photo of Charlie Sciuto

Charlie Sciuto

  • 130 Points 100 badge 2x thumb
Kim,
The only thing I have not done is disable SIP ALG. We had IP Flex with AT&T and they have been dragging their feet on this. We are waiting for them to swap out the router, as they say it is done at the router level for them and they require a router change. I figure this is the problem but was hoping for another answer. I will email you the info shortly.
Thanks!
Charlie
Photo of Kim

Kim, Alum

  • 43,854 Points 20k badge 2x thumb
Charlie, 

I checked the SN you sent & everything looks good.  Based on your above response it does seem to be the router/network configuration.  Let's get that swapped out, send AT&T the router configs (linked above) if they are the ones that need to make the changes on their end. Once this is done, please update me here on how the phone working. :-) 

Kim 
Photo of Charlie Sciuto

Charlie Sciuto

  • 130 Points 100 badge 2x thumb
Kim,
I have now had AT&T swap the routers and SIP ALG is disabled but we are still having the issue. I have been working with support to send them my firewall configs as the next step but if that ends up being correct, not sure what else we can do.
Thanks!
Charlie
Photo of Kim

Kim, Alum

  • 43,854 Points 20k badge 2x thumb
The next step would be to escalate your case for higher support.  What's the case number? I'll take a look at it for you.

This conversation is no longer open for comments or replies.