PolyCom cxx500 Teams calling - Phone drops call. Screen goes black and teams logo appears

[LouPSE]

Hello. I am trying to resolve an issue with a client that has two phones that drops calls. I do not have a phone so I am only going by what the user is telling me.

This user experiences her call being dropped. Sometimes the screen goes black and the other times the teams dial pad appears. This user also experiences this when she covers the reception station. The phones are POE. We have updated the teams app and firmware. We also replaced the phones. I pulled logs from the teams management portal. I do not see why issues in the logs. There are a lot of files so I could very well be missing something.

What is the screen behavior during a call. Can the screen go black and then the dial pad displays where you can join a call that you are on? 

Any suggestions what path I should go down first? I have not called MSFT support. Figured it this is an issue with the phone or network.

[SteffenBaierUK]

Hello @LouPSE ,

Welcome to the HP community.

Unfortunately, your post does not contain the currently used Software version for the HP Poly product, the HP Poly Software, or the Partner application you are using.

This is important especially in the future when someone finds this post in days, months, or years to come. Please do not simply edit the original post but reply with the versions.

For your actual issue from our VoIP FAQ:

Oct 11, 2011 Question: How can I troubleshoot configuration Issues via Log Files or the phone GUI?

Resolution: Please check => here <=

If an issue like this cannot be resolved via a public community post, please work with our support organization in your region. Details on how to contact us are in my signature

Best regards

Steffen Baier

[LouPSE]

I will get the firmware version and any other information later this week. We created a configuration file and set the display not to time out. User does not always get disconnected from their calls.