Poly Edge phones losing key positions

[mbertucci]

Good morning! We are experiencing some of our Poly Edge phones losing the BLF and Speed dial positions assigned by Zoom user settings. It seems to be temporarily resolved by a phone power cycle. Any thoughts one what could be causing this?

[ITOAdmin · Accepted solution]

This is a known issue that Poly is expected to fix in the next firmware release, 8.2.3, which is supposed to be released next month (March). As far as I know, there is not a specific date set, however, it is mentioned in the Zoom Phone preview notes for March, which is a good sign that it will be fixed soon. You can see it listed on Poly's documentation for 8.2.3 if my link pasted below.

User interface

VOICE-79716

BLF resource-monitored key disappears intermittently from the phone screen.

https://docs.poly.com/bundle/pvos-rn-8.2-top/page/resolved-issues-8.2.3.html

[mbertucci]

Thank you very much!

[rsdtechnology]

We have also experienced this issue with BLF keys on our PolyEdge phones randomly disappearing. It started in September of 2024 when Zoom officially approved firmware 8.2.2.1176 for these models. I am glad to see they are aware of the issue and will be releasing a fix! For now, we have been rebooting phones when it is brought to our attention.

[mbertucci]

Related or not, some of our connected desktop computers will lose network access after a time. We have to a phone reboot for those as well.

[rsdtechnology]

@mbertucci we have not had any connectivity issues with the PC port of the PolyEdge devices. We have most of our desktops wired into the phones. Might be unrelated?

[Eliot]

hi all,

Release notes for Zoom Phone Upcoming release March 16, 2025 include hp poly edge firmware 8.2.3.0870.

https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0062333

thanks,  eliot