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terry-goodrich1320 avatar image
terry-goodrich1320 asked kim commented

phone+rebooting

I have a US account with three Cisco 303 desk phones and Time-Warner 50MBPS internet service.  I have had very few issues for more than 2 years.  Recently my phones randomly reboot, sometimes interrupting a call.  All 3 of them have done it.  The entire display goes out and then the display says "initializing".  After a few seconds the phone is back online and works fine.  What would cause this?
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kim answered
Terry - I set this conversation to private so that I can gather more information and I'd be happy to work with you on this. 
  • What firmware are those 3 phones on?
  • Did you purchase them from RingCentral or are they 3rd party phones? 
  • What are their Serial Numbers? 

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terry-goodrich1320 answered kim commented
How do I determine what firmware it is?  I bought them from Ring Central in 2013.  The serial numbers are: CCQ171907XD, CCQ171908RD, & CCQ171908UJ.  I looked at the status of the last one.  It has an uptime of 54 minutes.  We hadn't even used it this morning.
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kim avatar image kim commented ·
By "uptime" do you mean startup time after rebooting? Go ahead and unplug that phone for 60 seconds and then plug it back in. 
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kim answered
Firmware Version  (Page 32)

  
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kim answered
Terry - The phones are communicating well with RingCentral. Let's check the Firmware versions and see what we can do from here. Also have your IT Dept check your Network Configurations. 
 
CCQ171907XD: Last Registration Date: 03/03/2016 5:40 AM 
CCQ171908RD: Last Registration Date: 03/01/2016 3:12 AM 
CCQ171908UJ:  Last Registration Date: 03/03/2016 5:56 AM
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terry-goodrich1320 answered kim commented
The software version is: 7.6.1(ES_RC01)  I will have to contact my IT guy.

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kim avatar image kim commented ·
That firmware is current and up-to-date!! :-) 

Let's get a case open for you (I'll create one for you) and have Tier 2 get the sys logs and check it out. Definitely still have your IT guy check the network configurations in the mean time! :-) I'll post case number here after I've generated it for you...
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kim avatar image kim commented ·
Case # 04420816:  To update this case with further information please login to http://success.ringcentral.com/RCContactSupp
Select contact support, and you will be able to see view: all open cases at the bottom of the page.
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kim avatar image kim commented ·
Terry - Just checking in with you...how's it going with this?
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