Some, Not All, RingCentral Polycom Phones Occasionally Deregister and Lose Connection

Question

We use Ring Central Polycom VVX 450s across our organization. I have 2 phones that are occasionally de-registering themselves and stating “No Service” then moments later will come back up. I don’t think it has anything to do with PoE as the phones will stay on during this time. The firewall is allowing for connections out to the IP/Port. Would having inbound connections limited affect this? The phones are on two different switches. Again this is only happening to 2 phones that I’m aware of, out of the 90+ in our environment. Any help would be appreciated. Logs consistently state the following when the outages occur:

032****|sip |4|00|CPlcmSipTcpSocket::ConnectThreadLocal Failed to connect to 104.245.57.227:5090 : Error9Operation now in progress] on SocketAddr (0x1a49940)
032****|app1 |4|00|Failure reason is Failed to connect to server : ErroreOperation now in progress]

Crystal_ · Accepted Answer

Hi ​@sailorsam122,It sounds like the affected phones may be experiencing intermittent network connectivity or firewall-related issues. Since most of your phones are working fine, but only two devices are deregistering, here are a few things to check:Ensure inbound traffic is not being blocked.Double-check firewall settings to allow SIP and media traffic from RingCentral's IP ranges.If possible, test the affected phones on a known working switch port to rule out hardware issues.Ensure the latest firmware is installed on the affected devices.Try reprovisioning the phones in the RingCentral Admin Portal.If the issue persists, we recommend submitting a case for further investigation with our support team. You can do so here:🔗 Submit a Case

arykhlov · Answer

i wonder if you fixed the issue. I have something like that in one of the branch offices, seems to be firewall related.

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