Ongoing Investigation into Phone Terminal Issue

Update timeline

1. investigating Jun 03, 2025, 12:07 PM UTC

   We are currently investigating an issue where certain phone terminal devices are unexpectedly becoming unresponsive and rebooting. Our team is working closely with Poly/HP to identify the root cause. At this time, the issue appears to be affecting only a small number of devices. If you are experiencing this problem, we kindly ask that you report it to our support team at [email protected]. We will continue to provide updates through this ticket as more information becomes available. Thank you for your patience and cooperation.

2. resolved Jun 03, 2025, 01:34 PM UTC

   We have identified the cause of the recent freeze-and-reboot issue affecting some Polycom devices. The problem has been traced to a specific Polycom firmware version—5.8. Devices running the updated firmware version 5.9 are no longer experiencing this issue. As this impacts only a small number of customers, we are now closing this ticket. Our team will reach out directly to the affected users to coordinate the necessary firmware upgrades. If your organization is experiencing the issue and have not been contacted by our team, please report it to support at [email protected]. Thank you for your understanding and continued support.