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Question

Poly Edge network passthrough failing

Forum|Forum|10 months ago
April 9, 2025
14 replies
46 views

We have deployed Poly Edge e350 phone to our desk and have the network passthrough the phone to the PC. In the last several months, we have had several calls about people that could not access the network on their computer. After troubleshooting the problem, we determined the problem was addressed by rebooting the phone. Once the phone is rebooted, network traffic passes normally. The phones are currently on firmware version 8.2.3.0870. Has anyone else experience this issue?

One idea we've considered for handling this is to proactively reboot the phones during our weekly maintenance window. Is there a way to perform that action automatically at scale?

Desk phones and devices

sparrow

Community Super Champion | Customer

We experienced the same thing about a year and a half ago, but at the time, Poly only had the VVX line of phones and after a weekend firmware upgrade push from Zoom, the data passthrough port stopped working. Debugging the issue, it came down to the phone dropping dot1x authentication on the data connection. We disabled dot1x on those ports temporarily while Zoom worked with Poly to release a fix. If you can? Work with Zoom on gathering debugs from the phone, maybe it's a similar bug.

W

wreckITralph

Newcomer

We're experiencing this as well. This has been an ongoing issue in my company for a few months now. My first step in troubleshooting anything network-related at this point is rebooting the phone. We have the e350, e320 and e220s and are experiencing this on all of them.

E

Eliot

Community Super Champion | Partner

hi @justinmarthaler

i do not see anthing in the hp/poly release notes for 8.2.3.

Poly Documentation Library

you might try doing a reset to factory on your hp/poly edge e350 desk phones experiencing the issue.

you could also open support tickets with hp/poly and zoom.

Did my response answer your question? If so, please don't forget to mark the reply as an accepted solution.

thanks, eliot

J

justinmarthalerAuthor

Explorer

@Eliot - thanks for looking at the documentation library. We haven't tried a factory reset as the problem doesn't seem to be recurring on the same phones. We'll start keeping a list of phones that have needed a restart to pass traffic and see if there are any commonalities.

I opened a ticket with Zoom but there wasn't much value in the response. Basically, Zoom can't reboot the phones in batch, no one else is reporting this issue, and you should run some network tests and check your internet connectivity. So that wasn't overly helpful. And I shudder at the thought of engaging HP support. My past experience has been abysmal at best.

sparrow

Community Super Champion | Customer

You can reboot all phones in your account or by site yourself. Go to phone system management => phones and devices => top right corner select Resync by account/site. You might also have some luck finding a parameter on the Phone Admin Guide to schedule reboots. Zoom unfortunately does not support nor troubleshoot local networks. Your only option would be to work with HP/Poly on debugging the issue.

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wreckITralph

Newcomer

I've opened a ticket with HP on this. I'll try to remember to update you if I hear of a resolution.

M

mosinjack

Newcomer

We've encountered a similar issue with the Poly Edge e350 phones, where rebooting resolves the passthrough problem. Rebooting during the weekly maintenance window seems like a good idea. I wonder if there's a way to automate this process across multiple devices, maybe through a script or system integration. Looking forward to hearing if others have found a more permanent solution!

W

wreckITralph

Newcomer

I've got a feature request in with Zoom for some better management tools -- like scheduled reboots of phone devices. Hoping it gets some traction.

sparrow

Community Super Champion | Customer

If you have a Zoom account team like a TAM or CSM? I'd start there. You can also pitch that idea as a separate postings in this Zoom Phone community as a feature enhancement request and get others to back you. I'll give you mine.

sparrow

Community Super Champion | Customer

I recommend you point your phone logs to an external Syslog Server. HP is going to ask you to enable quite a few module log levels and the internal phone buffer is going to be overwritten rather quickly. If you don't have a sys log server? You can always use a desktop syslog application to capture those phone logs.

sparrow

Community Super Champion | Customer

I've not tried this myself, but here are a few parameters that should work. Use a Zoom phone template and sync with a test device before applying to all phones.

Scheduled Reboot Parameters

Use the following parameters to configure scheduled reboot times for Poly phones.

prov.scheduledReboot.enabled

0 (default)— Disables scheduled reboot.

1—Enables scheduled reboot.

prov.scheduledReboot.periodDays

Specify the time in days between scheduled reboots.

1 day (default)

1–365 days

prov.scheduledReboot.time

Specify a time to reboot the Poly phone. Use the 24 hour time format (hh:mm).

03:00 (default)

prov.scheduledReboot.timeRandomEnd

If this parameter is set to a specific time, the scheduled reboot occurs at a random time between the time set for prov.scheduledReboot.time and prov.scheduledReboot.timeRandomEnd. The time is in 24-hour format.

0–5 hours

hh:mm

J

justinmarthalerAuthor

Explorer

Thank you for finding and posting those settings @sparrow. We come across those today as well. We are considering applying those to a test group of devices, but our main concern is the unpredictability of the reboot. We have a maintenance window on Saturday evenings, but the reboot interval is number of days between scheduled reboots. If we schedule the first one on Saturday, will it always reboot on Saturday if our interval is 7? What if the phone reboots for any other reason? Does the interval start 7 days after that reboot or 7 days after the scheduled reboot? And if we bring a new phone online, would we only want to do that on Saturdays?

If we do test this out, I'll post back with our findings so others can try this out.

J

justinmarthalerAuthor

Explorer

HP Support got back to me and reported that other customers are having this issue and it has been "resolved" by disabling power saving mode. You can deploy that setting by adding these lines to your provisioning template:

device.set="1"

powerSaving.Enable="0"

We're currently pushing that update out to our phones and will see how it performs.

W

wreckITralph

Newcomer

@justinmarthaler I got that email from HP the same day you posted this. Did some testing to make sure it worked right, but added that to about 4000 phones' provisioning templates this morning. How has it worked out for you?

I

ITRSavage

Newcomer

We've had the powerSaving.Enable="0" setting pushed to our E100 phones since our initial deployment last year and continue to struggle with network passthrough dropping.

J

justinmarthalerAuthor

Explorer

@ITRSavage - thank you for posting. That reminded me to report back to the group. I am having the same experience after setting powerSaving.Enable = 0 with phones still experiencing the issue with network passthrough. I do still have a case open with HP and the engineer wants some packet captures of the phone startup experience to see how CDP and LLDP are handled at startup in our environment.

M

MoJoPBS

Newcomer

Have you found a fix for this? We're actively having this issue with our e220 and other models. Utilizing wireshark I see TCP Spurious Retransmissions destroying our 20Gb ISP connection off a single device. Any ideas?

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