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kim avatar image
kim asked cglassy3135 commented

** Service Issues: unable to call; phone lost registration

Some customers have reported issues of being unable to make.  Some customers phones are not registering.  Our engineering team is actively looking into this, and we will update this thread as soon as we have an update.  If you opened a web case, please list case number below.

Parent Case 04987269  
Some additional information is being requested by our engineers:
  • What software version is your phones on?
  • Are you on a VLAN?
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nic517 avatar image
nic517 answered john-winslow commented
any update? This is starting to happen to phones that were not affected this morning. I hope they are not still pushing out the firmware update that is causing this issue and making it more widespread. 
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kim avatar image kim commented ·
Some customers have stated they are back online.  Please check your phone and let me know. 
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kim avatar image kim commented ·
Glad to hear, Nic! Thank you for the update. 
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john-winslow avatar image john-winslow commented ·
This happened to me this morning on one of my client phones.  It took almost 20 minutes of reboots, firmware upgrades, no VLANs,

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kim avatar image kim commented ·
@John, Thank you for the added details.  Can you please confirm that the phone is back online? 
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john-winslow avatar image john-winslow commented ·
The phone is back on line but after being down for 30+ minutes.  Is this going to happen to other phones in my organization? 

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kim avatar image
kim answered
A portion of RingCentral customer phones may have experienced temporary registration loss. RingCentral operations teams have performed actions to mitigate the issue and phones should be able to re-register within a short period of time. Customers inbound calls can be received via call forwarding rules and all other services are not impacted at this time.  

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matt-mikolajczyk2801 avatar image
matt-mikolajczyk2801 answered kim commented
My users are back online. As far as I know, I only had 8 out of 240 users with the issue!!!
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kim avatar image kim commented ·
Thank you Matt! 
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cglassy3135 avatar image
cglassy3135 answered cglassy3135 commented
This reply was created from a merged topic originally titled Deskphone: Polycom unable to register. 1:25pm 09-13-16:   After last night's Firmware Update we are still experiencing users in our system with Polycom VVX500s unable to register - with URL calling disabled or Line Un-registered errors. Because we have over 1850 users and handsets - this is really disruptive for us.  We have a concurrent issue where some users are unable to execute a blind transfer, which is the main way calls are transferred in our workplace.      Are others here getting any better status updates than on the webpage? 
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cglassy3135 avatar image cglassy3135 commented ·
Austin just called and we are resolved at present. Thanks!
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kim avatar image kim commented ·
Cecile - can you provide me with the Extension numbers of phones that are not yet online? 
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cglassy3135 avatar image cglassy3135 commented ·
I have no visibility as to who is or is not online at this time. I was deluged with calls earlier where we instructed them to view service status website.   We already suggested to our Customer Success mgr Austin Eanes, that you should be able to see it in the database status on the back end which we do not have access to by check current phone status and last registration time stamp.
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kim avatar image kim commented ·
Cecile - I just spoke with your dedicated Customer Success Managers (CSM) regarding this and they are diligent working on this with you.  
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nic517 avatar image
nic517 answered
and we are back up and running. .thanks!!
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