Why does my Polycom deskphone unregister

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  • Updated 9 months ago
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My Polycom VX310 Deskphone randomly becomes unregistered.   The network is not down; I hear phones ring and others are on phone calls near me.   Everything is connected according the to troubleshooting guide.

Any ideas?
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Dee T.

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Posted 3 years ago

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Cecile Glassy, Champion

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All users were notified in the ANNOUNCEMENTs tab of this forum and via email -   there is a system update rolling through the RC network beginning 01-09-2017 -- your issue could be related to the update.
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Dee T.

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Yes.   We had major issues most of the day on Monday, January 9 after the update came through.    This issue is isolated to my deskphone.
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Nathan Malone, U.S. Tier 3 Support

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Hello Dee,

There are several things that can cause phones to unregister randomly. Usually, it is related to the local network configuration or physical connection. I have seen things as simple as bad Ethernet cables, or loose connection, or bad switch ports cause these type of issue.

I have also seen things like load balancing, SIP ALG, DNS issues, switch issues cause these kinds of problem.

My best suggestion for you would be to call tech support and open an official case with us so that we can do some troubleshooting, make sure that all the provisioning in the phone is correct, and then help in any way we can to try and point you in the right direction if the issue looks to be related to a local network or connectivity issue.

Thank you!
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Keith Spicer

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We are having the same issue, our network has been verified to be correctly set up.  Is this a problem just with Polycom phones?
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Saadet, Employee

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Hey Keith, there are a few factors that could affect instability like this. The main issue is usually some network settings. However, other things as simple as hardware (i.e. ethernet cord) being old could also affect stability. I would suggest checking with Support on some of the other things - they should be able to help :)
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Keith Spicer

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We finally did resolve the issue, however it was totally frustrating as I would get suggestions like check the network, check the cables, as someone who's been in the industry for over 35 years these are simple 101 troubleshooting suggestions yet this is what kept coming up out of Ring Central.  After almost 6 weeks it was determined that Comcast had SIP ALG on and refused to turn it off.  We put the modem in bridge mode and installed a firewall.  I realize that back in the day SIP ALG was a huge no no, however we have been using 3cx with absolutely no issues so this was not even on the forefront of troubleshooting.  I would have thought RC would have had a work around on this as other VoIP providers have.  All is good now
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Timm Booker

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I am having it currently having this issue on a VVX601 unit.
We went live last week with ring central, and this particular user is having issues ongoing.
It clears up after about 20-30 minutes.
No Network issues, people in same quadrant not having issues.
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Jessica - Community Moderator, Official Rep

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Hi Timm, 

I would recommend to open a case with our Tech Support team so they can do some live troubleshooting with you! 

Open support case online