Polycom Firmware Issue: Drastic internet speed difference

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  • Updated 3 years ago
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This conversation has been merged. Please reference the main conversation: Polycom Phone Firmware Update (VVX Model)

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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SEAN KELLY

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Posted 3 years ago

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Brandon, Champion

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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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SEAN KELLY

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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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Brandon, Champion

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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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SEAN KELLY

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Thank you, I found the version, it was 4.1.8.0628
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Jeremy Miller

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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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SEAN KELLY

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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

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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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SEAN KELLY

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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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Michael Larssen

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AC 1900
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Michael Larssen

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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, Alum

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What firmware are you on? 
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SEAN KELLY

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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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Kim, Alum

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Sean - What kind of phones do you have? Polycom?

Google Search: 
(Edited)
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SEAN KELLY

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Gotcha, it is 4.1.8.0628
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SEAN KELLY

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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, Alum

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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
(Edited)
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Brandon, Champion

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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, U.S. Tier 3 Support

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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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SEAN KELLY

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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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Claudio (Customer)

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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 KELLY

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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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Mike, Official Rep

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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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Deb

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Is there an eta on when this problem will be resolved?  We are experiencing the same issues.
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Mike, Official Rep

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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? 
(Edited)
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Deb

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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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Deb

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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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Mike, Official Rep

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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

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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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KMS

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We are a new customer - Polycom VVX 310 phones fresh out of the box.  Network speeds from connected desktops are good, until the firmware "update" comes down the line and suddenly the PC's are throttled to a couple of Mb/s.  Plugging straight into the wall fixes this, but with the lack of network drops in the office it means that the phones (and the Ringcentral service) are basically unusable.  We tried setting switch-side speeds to 100/half, but that did not work.

We really need a fix for this, quickly.  What can we do to help make this happen?  Are there any confirmed workarounds?

(...and I see that there is actual movement upthread just a few minutes ago.  We're testing the firmware update right now...)

(Edited)
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Mike, Official Rep

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Official Response
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.

(Edited)
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Joe Morgan

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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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Mike, Official Rep

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Thanks for the feedback Joe
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KMS

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We have two desks where it appears this may have fixed the issue - at the very least it's improved the speedtest numbers by a factor of 10.  This is still lower than expected but it's hard to get clean results during daytime. 

We are new to these phones and update behaviors.  The first phone where we saw improvement actually was displaying the 0983 firmware version before it rebooted and (apparently) applied it.  Is there a way to tell if the firmware is pending or fully applied?

It's going to be slow going getting more phones tested during the daytime (worse, I'm remote and relying on a tech onsite to do the reboots for me) but I'll try to post results when they come in.

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KMS

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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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Claudio (Customer)

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This reply was created from a merged topic originally titled Polycom Firmware.

What is the latest approved Firmware for a Polycom VVX310 to run properly with RingCentral ?
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Randy Harner

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This reply was created from a merged topic originally titled Release notes for updates.

An email was sent regarding an update to our polycom devices. No release notes are available.
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Pete

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I used the restart feature of the phones back when this was announced.  I thought it had applied the new firmware back then, but we still had several computers connecting VERY slowly behind our Polycoms.

Turns out we had to physically pull power from the Polycoms to initiate the new firmware.  Confirmed this today in my tests.

Settings-->basic-->Restart Phone does not work.

Pulling power does.
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Slicktop

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All our Polycom VVX-410 phones are connected to HP Procurve 2910 POE switches and both the switch port and phone are set to Auto-negotiate.  We have verified that the phones have the 4.1.8.0983 firmware.  Many times after a configuration change that causes a phone to be "reset" the network speed of the computer attached through the phone switch port slows dramatically.  The only way to get the speed back to normal is to unplug the network cable from the phone to the network switch essentially power cycling the phone.  Generally the network speed for the attached computer is restored to normal after this.  Is this a known issue and is there a fix in the works for it?
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Mike, Official Rep

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Slicktop 

There was another firmware released last night. Before you reboot your phone, be sure to read the details here:  Polycom Phone Firmware Update (VVX Model)

Thanks!

Mike

(Edited)
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Slicktop

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My computer was suffering from the slow network this morning (9/8/16) and so I unplugged the network cable and power cycled my phone.  My phone did NOT get any new Polycom firmware update contrary to the information posted in your link.

"If you restart your Polycom VVX devices after September 7th, but before your scheduled maintenance, the phone will automatically update with the new firmware."

I also went to another phone on my network after reading this in your post and attempted to force it to get the new update as that user will be active during the upgrade hours and I do not want that phone automatically updating during his normal work hours.  I attempted both a "reset" from the phone and several power cycles and no new firmware was downloaded.

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Pete

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Settings-->Basic-->Update Configuration-->Yes

Should do it.  I tested on three phones.
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Slicktop

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That does nothing on my phones (VVX-410).  They still have firmware version 4.1.8.0983 and no option 9 in Basic/Preferences to change default transfer type.
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Pamela Squires

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Ours are also not receiving the update.  We are still on the old version after rebooting today.  I also tried the "Update Configuration".  
(Edited)
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Mike, Official Rep

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Try to unplug the phone for a minute, then plug it back in. As stated in the referenced thread, be prepared to wait up to 30 minutes for the download and installation process. 

Let us know if you have any problems. 

Mike 
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Slicktop

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Unplugged phone and let it sit unplugged for 1 min 30 secs and still no update when plugged back in.  Phone just comes back up with normal initialization sequence.
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Slicktop

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Unplugged a different phone and let it sit unplugged for 6 minutes and still no update when plugged back in.

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Mike, Official Rep

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Stay tuned..... Looking into this now. I'll post an update as soon as I get verification. 
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Slicktop

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Update is working this morning.  All I had to do is perform a "reset" on the phone and not power-cycle.  I have updated 20 of our phones and none of them took more than 10 minutes to complete.  I will see about network speed issue as users report.  Love the ability to select the default transfer type!!
(Edited)
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Mike, Official Rep

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Thanks for letting us know it's working.   The issue is that not all data centers were updated two nights ago, but they should as of last night. 

Mike 
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Pamela Squires

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Ours are also updating today.  Thanks!  :)

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