Polycom VVX 500 and CX600 - random user log off on the phones

Hi,

We are having a weird issue at one of our customers. Setup is Lync 2013 standard onprem, one FE and one Edge, around 100 users and using 30+ VVX500 and few CX600. We are noticing random user log off on phones and after that it does not auto login. Phone doesnt reboot or crash, it just logs off the user and it happens to all the phones completely in random order. In the control panel device lock is disabled, we tried with BToE and without BToE, still no luck. It is totally random, sometimes it happens 3 4 times a day or sometimes nothing. Lync client on desktop is very stable, no sign out, nothing.

All phones are running latest firmware and no issues in making or receiving calls once logged in.

Any pointers appreciated.

Naseem

October 15th, 2014 1:19pm

Hi,

Please double check the DHCP configuration. Here is a similar case which the DHCP provides a duplicate IP to the phones cause the issue:

https://social.technet.microsoft.com/Forums/office/en-US/e1df4cc3-3d33-4a59-8ac1-f8193e484f5d/polycom-cx600-sign-in-and-after-a-few-minutes-sign-out-and-never-sign-in-again-until-reboot-phone?forum=lyncvoice

Please also troubleshooting with the help of the Jeffs blog Troubleshooting Lync Phone Edition Issues:

http://blog.schertz.name/2012/03/troubleshooting-lync-phone-edition-issues/

Note: Microsoft is providing this information as a convenience to you. The sites are not controlled by Microsoft. Microsoft cannot make any representations regarding the quality, safety, or suitability of any software or information found there. Please make sure that you completely understand the risk before retrieving any suggestions from the above link.

Best Regards,

Eason Huang

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October 15th, 2014 10:09pm

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