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VVX201 Frozen Screen issue

[ Edited ]

Hi , 

 

We bought 100 or more VVX201 model polycom phones to use with Skype for Business and rolled it out with version 5.5.2.8571 , Part # 3111-40450-001 Rev:A

 

almost all the phone have PC connected through it , and we do not use BTOE however the feature is enabled on the phones

 

Everything was pretty good until we found that polycom screens would freeze at random , ones the phone was frozen we could not use the phone 

- no calls would be received , nor can you dial out 

- You can web into the phone 

 

 

Since we could web into the phones we managed to grab the logs off frozen phones and below is the last bit .

After the BTOE errors the phone stops , as the time matches on the phone matches the logs time 

Do any of polycom uses face this issue , any idea why would this happen ? any solutions 

 

0725180458|hw |5|00|Task ended without calling rtosTaskEnd() name=tTCPListen253
0725180958|hw |5|00|Task ended without calling rtosTaskEnd() name=tTCPListen248
0725181458|hw |5|00|Task ended without calling rtosTaskEnd() name=tTCPListen252
0725181958|hw |5|00|Task ended without calling rtosTaskEnd() name=tTCPListen253
0725182458|hw |5|00|Task ended without calling rtosTaskEnd() name=tTCPListen248
0725182958|hw |5|00|Task ended without calling rtosTaskEnd() name=tTCPListen252
0725183458|hw |5|00|Task ended without calling rtosTaskEnd() name=tTCPListen253
0725183958|hw |5|00|Task ended without calling rtosTaskEnd() name=tTCPListen248
0725184458|hw |5|00|Task ended without calling rtosTaskEnd() name=tTCPListen252
0725184958|hw |5|00|Task ended without calling rtosTaskEnd() name=tTCPListen253
0725185458|hw |5|00|Task ended without calling rtosTaskEnd() name=tTCPListen248
0725185958|hw |5|00|Task ended without calling rtosTaskEnd() name=tTCPListen252
0725190458|hw |5|00|Task ended without calling rtosTaskEnd() name=tTCPListen253
0725190958|hw |5|00|Task ended without calling rtosTaskEnd() name=tTCPListen248
0725191458|hw |5|00|Task ended without calling rtosTaskEnd() name=tTCPListen253
0725191958|hw |5|00|Task ended without calling rtosTaskEnd() name=tTCPListen252
0725192458|hw |5|00|Task ended without calling rtosTaskEnd() name=tTCPListen248
0725192958|hw |5|00|Task ended without calling rtosTaskEnd() name=tTCPListen253
0725193458|hw |5|00|Task ended without calling rtosTaskEnd() name=tTCPListen252
0725193958|hw |5|00|Task ended without calling rtosTaskEnd() name=tTCPListen248
0725194458|hw |5|00|Task ended without calling rtosTaskEnd() name=tTCPListen253
0725194958|hw |5|00|Task ended without calling rtosTaskEnd() name=tTCPListen252
0725195458|hw |5|00|Task ended without calling rtosTaskEnd() name=tTCPListen248
0725195948|dns |5|00|Not adding DNS Querie name:manukau.ac.nz sDomain:manukau.ac.nz
0725195948|dns |5|00|Not adding DNS Querie name:manukau.ac.nz sDomain:manukau.ac.nz
0725195948|dns |5|00|Not adding DNS Querie name:manukau.ac.nz sDomain:manukau.ac.nz
0725195948|utilm|4|00|Failed to Convert MicroSoft Dial plan: ^[\+1]?0?(?:0?64)?(867\d{6,} 
0725195948|utilm|4|00|Failed to Convert MicroSoft Dial plan: ^8\d{4} 
0725195948|utilm|4|00|Failed to Convert MicroSoft Dial plan: ^2\d{7,9} 
0725195948|utilm|4|00|Failed to Convert MicroSoft Dial plan: ^[\+1]?0?(?:0?64)?(800)\d{6,} 
0725195948|utilm|4|00|Failed to Convert MicroSoft Dial plan: ^8\d{4} 
0725195948|utilm|4|00|Failed to Convert MicroSoft Dial plan: ^2\d{7,9} 
0725195948|utilm|4|00|Failed to Convert MicroSoft Dial plan: ^[\+1]?0?(?:0?64)?(508)\d{6,} 
0725195948|utilm|4|00|Failed to Convert MicroSoft Dial plan: ^8\d{4} 
0725195948|utilm|4|00|Failed to Convert MicroSoft Dial plan: ^2\d{7,9} 
0725195948|utilm|4|00|Failed to Convert all the MicroSoft(Lync) Dial plans
0725195949|ec |4|00|Exchange URL available in configure '<exchange.server exchange.server.url="0.0.0.0" />'
0725195958|hw |5|00|Task ended without calling rtosTaskEnd() name=tTCPListen253
0725200458|hw |5|00|Task ended without calling rtosTaskEnd() name=tTCPListen252
0725200958|hw |5|00|Task ended without calling rtosTaskEnd() name=tTCPListen248
0725201458|hw |5|00|Task ended without calling rtosTaskEnd() name=tTCPListen253
0725201958|hw |5|00|Task ended without calling rtosTaskEnd() name=tTCPListen252
0725202458|hw |5|00|Task ended without calling rtosTaskEnd() name=tTCPListen248
0725202958|hw |5|00|Task ended without calling rtosTaskEnd() name=tTCPListen253
0725203458|hw |5|00|Task ended without calling rtosTaskEnd() name=tTCPListen252
0725203655|btoe |4|00|PC Port is Down, Stop Pairing
0725203655|btoe |4|00|PC Port is Down, Stop Pairing
0725203655|btoe |5|00|4 Request Not Handled
0725203655|btoe |4|00|stopCall ppsBtoe.hSoCall handle is NULL
0725203655|btoe |4|00|PC Port is Down. Inform to APP UI
0725203655|app1 |*|00|AppC::updateBackLightAndTouchScrStates() - Backlight states - present - [2], previous - [0].
Polycom Employee & Community Manager
Posts: 13,735
0

Re: VVX201 Frozen Screen issue

By Shynel

Please get this into Polycom support

Replied via a mobile device
Please be aware:

The purpose of these forums is to allow community members collaborate and help each other.
Questions posted here do not follow Polycom’s SLA guidelines.
If you require assistance from Polycom technical support, please open a
web service request or call us .

The above is necessary in order to track issue internally within Polycom.

You are welcome to post more questions or configuration or logs for other community members to look at but if your issue requires a fix via Polycom you must go via the official support structure.

Please ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

This forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Polycom employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and may be answered on weekends, bank holidays or personal holidays.
Polycom Employee & Community Manager
Posts: 13,735
0

Re: VVX201 Frozen Screen issue

Hello Shynel,

just to "officially" reply not via a mobile device.

In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you. End Customers are usually unable to open a ticket directly with Polycom support.

If this is some sort of an Internet discounter please post either your phone's MAC address or your Polycom devices serial so I can look up who would be able to support you. This may not be who you purchased the Polycom device from.

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services

Please be aware:

The purpose of these forums is to allow community members collaborate and help each other.
Questions posted here do not follow Polycom’s SLA guidelines.
If you require assistance from Polycom technical support, please open a
web service request or call us .

The above is necessary in order to track issue internally within Polycom.

You are welcome to post more questions or configuration or logs for other community members to look at but if your issue requires a fix via Polycom you must go via the official support structure.

Please ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

This forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Polycom employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and may be answered on weekends, bank holidays or personal holidays.