Explorer

Poly Edge E550 (maybe others) problems with 8.4.1.0068 Firmware

Forum|Forum|22 days ago
March 17, 2026
3 replies
61 views

We’ve had a few users that had phones hanging off small 5 port DLINK POE powered pass-through switches. The users Poly Edge E550 phones lines were going red and the phone would reboot or cycle but come back. It would happen intermittently. We figured these low power POE powered passthrough switches were to blame so we remove them and the problem still occurred. We rolled the users phones back to 8.3.1 firmware and we haven’t had any reports. So far only two users phones reported issues but they are two users that probably talk more than others and so they noticed we think. Our of an abundance of caution we rolled all phones back to 8.3.1 and are waiting for a new firmware. Anyone had similar issues with Poly Edge 8.4.1.0068 firmware?

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Eliot

Community Super Champion | Partner

hi @NorCal-IT

i have a hp/poly e450 with 8.4.1.0068 firmware and have not experienced the issues you are having.

have you tried factory reset?

you might consider opening a support tickets with hp/poly and zoom.

do the e550 phones with the issues have the same Assembly number and Rev. on the phone settings->status->->platform->phone-assembly as the e550 phones without the issues?

thanks, eliot

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Chad Bixby

Newcomer

@NorCal-IT we have seen issues with calls dropping, poor quality, line unregistered on our PolyEdge E100’s since the upgrade in Feb. I have isolated to a different switch, different VLAN, etc. How did you downgrade to 8.3.1? In my device list I do not see that option? It seems isolated to the desktop phones and not soft clients or zoom phone app. I have opened a ticket with zoom and sent logs as well. I am hoping for a new firmware update.

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SW916

Newcomer

You need to create a firmware update rule at a site level and then you can explicitly pick the f/w version you want for each device type. You can also specify when you want it to roll out.

Phone System Management → Company Info → (Select Site) → Settings → scroll down to Firmware Update Rules

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Chad Bixby

Newcomer

Thank you sw916! I plan on rolling it back, so once I hit save, I can schedule the firmware rollback? I am a little nervous about doing it during school hours and when I click save it starts the rollback.

Farah William

Explorer

Hi,

Yes what you’re describing does sound familiar. We’ve seen similar behavior with Poly Edge E550 devices on newer firmware builds, including random line state changes (red lines), reboots, or instability under heavier call activity.

A few observations based on similar cases:

Firmware 8.4.x has introduced some stability issues in certain environments, especially under higher call loads or with specific network configurations.
Even though PoE passthrough switches can sometimes cause power fluctuations, the fact that the issue persisted after removing them strongly points toward firmware rather than power.
Rolling back to 8.3.1 has been a common and effective workaround—so your approach aligns with what others have done.

A couple of things you might want to double-check while waiting for a newer release:

Ensure consistent PoE power from the main switch (no negotiation issues)
Review SIP logs for any registration drops or re-invite loops
Check if LLDP/CDP settings or VLAN tagging changed with the firmware
Confirm compatibility if you’re using Zoom Phone or another VoIP platform

You’re definitely not alone here feels like a firmware-related regression rather than an isolated hardware issue. Hopefully, a newer stable release addresses this soon.

Would be great to hear if others are seeing the same on 8.4.1.0068.

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