3 Replies Latest reply on May 12, 2015 8:51 AM by jay

    vvx 400 phone acting up

    andrewtre New Member

      I have two separate instances of VVX 400 series phones acting strangely.  The phones will act as if someone is pressing keys , mostly the hook switch up and down, all by themselves.  In one instance, the phone is part of a ring group, and when a call is inbound to the group, it will occasionally answer the ringing call all by itself.  While the phone is idle, you can see the phone going off hook, and then hanging up all by itself.  The other phone will do similar things like take the current Speakerphone call, and switch to handset without being touched.  These phones are attached to 2 different 7100's on 2 separate unrelated sites.  We have replaced the phone with another new vvx400, we have replaced cabling for both these phones, I have tried different switch ports on the 7100's, and have checked for other sources of interference with no luck.  I am not sure how to further troubleshoot the issue.  I am thinking of trying Shielded cable if outside interference is the issue.  On one of the phones, I have moved the device to a different location in the building and didn't see the issue follow.  This leads me to believe there is electrical noise near the device or cable where it is currently installed.  Any advice to help me resolve these issues would be greatly appreciated. 

        • Re: vvx 400 phone acting up
          jay Employee

          Andrew, given the circumstances described, it does sound like there is some form of electrical interference, particularly taking into account that the problems went away at another site. The one thing it definitely wouldn't hurt to do is to make sure that the phone is running the latest firmware release, which is 4.1.8. Do you know what it's running now? Thanks

            • Re: vvx 400 phone acting up
              andrewtre New Member

              Site A is running 4.1.6.5374 , and I believe Site B is running 4.1.8.  At Site A, we have since tried running another cable, this time 5e STP.  Still no luck, also have stretched a patch cord 50 ft across the floor to eliminate any interference from the plenum or in the walls with out any luck.  I think the next step is to try yet another phone.  Are there any debugs that would help?  Site B has had a shielded cable and a new phone installed.  Site B has not complained of the problem returning, but it is so inconsistent that we need to give it more time.  I can try upgrading Site A to 4.1.8, if you think there is chance there is a flaw in 4.1.6, however all the phones on this site are running this code, and only 1 device has any issues. 

                • Re: vvx 400 phone acting up
                  jay Employee

                  Andrew, unfortunately there are no debugs that would help in this case. This is likely a more complicated issue than that. I would suggest upgrading all the phones to 4.1.8, as it is the simplest step you would be able to take. Assuming that doesn't resolve the issue, you would likely need to open a ticket with tech support to continue troubleshooting the issue. Thanks