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Polycom Real Presence 8800 getting restarted intermittently RRS feed

  • Question

  • Hi Team,

    We have Polycom Real Presence 8800 Device configured for Skype 2015.The device is up to date version. Getting log out after 2 or 3 days.

    I am not able to find the device in Microsoft compatibility device list.

    Please suggest if any one having the same issue.

    Regards

    James

     


    US James

    Tuesday, April 3, 2018 10:22 AM

All replies

  • Hi James,

    Did the issue only happen to specific user account?

    For this issue, please try to reboot the Polycom phone and check if the issue persists.

    Please follow the below procedure to collect the Lync logs.

    Steps to collect the CLE logs:
    1.Start the Microsoft Skype for Business 2015 Control Panel, and then navigate to Clients \ Device Configuration.
    2. Select to open either the Site Policy (if exists) or the Global Policy.
    3. Set the Logging level option to High, and then commit your changes.
    4. After a few minutes, check the Logging option from the System menu of the device to verify that the policy has been enforced.
    5. Once you have confirmed that Logging is enabled on the UC device, restart it by powering it off and then on again.
    6. Attempt to sign in to the phone, then choose the Send Logs option from the System menu
    7. On the computer hosting the File Store for the associated Lync Pool, navigate to the {Site-WebService-1}\DeviceUpdateLogs\Client\CELog folder and locate the uploaded CLG file.

    Please collect the same and sent it to me for analysis.


    Best Regards,
    Alice Wang


    Please remember to mark the replies as answers if they helped. If you have feedback for TechNet Subscriber Support, contact tnsf@microsoft.com.


    Click here to learn more. Visit the dedicated forum to share, explore and talk to experts about Microsoft Teams.

    Wednesday, April 4, 2018 3:17 AM
  • Can we open the CLG file in Snooper?

    thanks


    US James

    Wednesday, April 4, 2018 7:01 AM
  • Hi James,

    You can refer to the link below to analyze the Polycom logs:
    http://jackstromberg.com/2013/09/how-do-i-analyze-log-files-off-polycom-phones/

    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,
    Alice Wang


    Please remember to mark the replies as answers if they helped. If you have feedback for TechNet Subscriber Support, contact tnsf@microsoft.com.


    Click here to learn more. Visit the dedicated forum to share, explore and talk to experts about Microsoft Teams.

    • Proposed as answer by Alice-Wang Monday, April 9, 2018 9:42 AM
    Monday, April 9, 2018 7:35 AM
  • Are there any update about this 

    Best Regards,
    Alice Wang


    Please remember to mark the replies as answers if they helped. If you have feedback for TechNet Subscriber Support, contact tnsf@microsoft.com.


    Click here to learn more. Visit the dedicated forum to share, explore and talk to experts about Microsoft Teams.

    • Proposed as answer by Alice-Wang Thursday, April 12, 2018 8:33 AM
    Wednesday, April 11, 2018 10:43 AM
  • If the reply is helpful to you, please mark it as an answer.

    Best Regards,
    Alice Wang


    Please remember to mark the replies as answers if they helped. If you have feedback for TechNet Subscriber Support, contact tnsf@microsoft.com.


    Click here to learn more. Visit the dedicated forum to share, explore and talk to experts about Microsoft Teams.

    • Proposed as answer by Alice-Wang Wednesday, April 18, 2018 9:58 AM
    Tuesday, April 17, 2018 10:37 AM