Reply
Occasional Advisor
Posts: 6
0

Polycom VVX 300 url call disabled and line unregistered.

Hello everyone,

 

I have come here as a last attempt to get some solutions to a problem we are having with 3 Polycom vvx 300 phones.

 

They were purchased from BT, and operate on the Ring Central SIP network.

 

For the past 5 months, we have continuously suffered drop outs, with error message "url call disabled" and "line unregistered".

 

This happens at least twice a day, and when its raining, indeed, during Winter months especially, we suffer entire days with almost continuous down time.

 

We have had endless tests, line checks, new routers, an engineer visit, you name it from BT and Ring Central, but nothing has resolved the problem.

 

Our router, telephone line and high speed broadband is fine, and is not going down, it’s just the phones.

 

We had them monitored a while back, and part of the transcript below is pasted, and I am told inside this it highlights the issue, but not a resolution.

 

Does anyone have any ideas? BT and Ring Central seem to have no idea what is causing this. We think it’s either something hard to spot, or, it’s a factor outside of our LAN and premises, such as the weather or a draining on the local broadband network but someone else.

 

Many thanks for your help. We really do want this sorted out!

 

I have attached a PDF file with a trace showing some errors. I can't paste them becuase I don't know what to look for!

 

Highlighted
Valued Contributor
Posts: 178
0

Re: Polycom VVX 300 url call disabled and line unregistered.

Hi

 

It may be a stab in the dark but from what I can see you are trying to register your handsets via TCP....

 

Jan 21 12:29:37 192.168.1.64 0121122937|sip |0|00|
REGISTER
sip:sip.ringcentral.co.uk;transport=tcp SIP/2.0
 

 

'TCP Only' for 'sip411.ringcentral.co.uk' port 5090 IP 0 is '199.255.120.183' on tcp port 5090

 

Not being a network guru by any means have your engineers trying checking the logs to see if the TCP pinhole in the firewall closed for some reason?  Thats what it appears to me to be happening

 

 

- the URL call disabled / line unregistered mean just that - that the line is unregistered from the SIP server - the phone would not do that on its own we run thousands of VVX's without a hitch all using UDP....

 

Are you able to get a copy of your phone config and show it to the forum?  This may help but I truely think that it is a TCP pinhole issue you are experiencing...

 

Cheers

 

Dave

Polycom Employee & Community Manager
Posts: 14,041
0

Re: Polycom VVX 300 url call disabled and line unregistered.

Hello ChrisJuett,

welcome to the Polycom Community.

The community's VoIP FAQ contains this post here:

Oct 7, 2011 Question: How can I check out the Registration Status of my Phone?
Resolution: Please check => here <=

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.
Occasional Advisor
Posts: 6
0

Re: Polycom VVX 300 url call disabled and line unregistered.

[ Edited ]

Many thanks for your help, I also have the phone logs from our side, as this problem is still on going. Port forwards and firewalls ahve all been looked ta by Bt and still no success!

 

This is the log file the moment the phone goes offline:

 

0512154333|app1 |4|00|-----ProcessRegLineKey m_pAppLineDisplay[1] = 2----

0512154333|sip |3|00|SipOnEvRegistrarUpdate User 0, index 0, state 0, expire 0, working 1 bIsOcs 0
0512154333|sip |3|00|CUser::HasNoCallCallInState for User 441258470209,Index 0, total calls 3 state 'SubscribeAddressBook' rc 0 of type Not Applicable
0512154333|sip |3|00|SipStartFailOver 0
0512154352|sip |1|00|CTrans::TimeOut500ms m_nMainTimeoutCount == 0. Call SndMsgFail
0512154352|sip |3|00|CTrans::TimeOut500ms Self Generated 480 Response
0512154352|sip |3|00|UA Client Non-INVITE REGISTER trans state 'callingTrying'->'completed' by 480 resp 10 timeout(0x40e44d08)
0512154352|sip |2|00|CTrans:: REGISTER NonInv reTrans ALREADY stopped in 'completed' state at retryCount 0 code 480, timeout=10 (0x40e44d08)
0512154352|sip |1|00|CTrans:: ResponseProcess | Follow SIP logic
0512154352|sip |3|00|CTrans::ResponseProcess Self Generated 480. RROFO Invalidate Registration
0512154352|sip |3|00|CUser::OnRegistered Entry for call 0xeeaa90 with expires 0 ticks Transport 'TLS' inval Method 2 RROFO 0
0512154352|sip |3|00|CUser::OnRegistered returning due to Reg Timeout Was Handled before
0512154352|sip |1|00|Dialog 'id0436a620' State 'Confirmed'->'Terminated'
0512154352|sip |2|00|CStkDialog::CStkDialog SetAddressLocal Config 'Chris Juett' <441258470209@sip.ringcentral.co.uk:0>
0512154352|sip |2|00|CStkDialog::CStkDialog AddressLocal set to Config
0512154352|sip |3|00|CStkDialog::SetAddressLocal localTag set to ''
0512154352|sip |3|00|CStkDialog::SetAddressLocal new address added of 1
0512154352|sip |2|00|CStkDialog::CStkDialog TAG '9AC04F42-3FA49C99' generated
0512154352|sip |2|00|CStkDialog::CStkDialog local addr 'Chris Juett' <441258470209@sip.ringcentral.co.uk:0> Tag '9AC04F42-3FA49C99'
0512154352|sip |2|00|CStkDialog::CStkDialog exit 0xf02600 local list size 1
0512154352|sip |2|00|CStkDialogList::CreateDialogObject localTarg usr '441258470209'
0512154352|sip |3|00|Reg UAC Response: code 480 consecutive Attempts 1 baseTimeOut 60 maxTimeOut 60 exponTimeOut 120 randomTimeOut 47
0512154352|sip |3|00|Reg UAC Response: code 480 new m_nExpire 94 m_nOverlap 0 Trans 0x40e44d08
0512154352|sip |3|00|CTrans::TimeOut500ms Self Generated 480 Response, m_nMainTimeoutCount 10 m_nExipres 94 method 'REGISTER'
0512154352|sip |1|00|Client State finished REGISTER (0xf02950)
0512154409|sip |1|00|CTcpSocket::SendData TLS queuedTxData = 954 TotalLen 16 loop count 1 maxQueueDepth 40000
0512154409|sip |1|00|CTcpSocket::SendData TLS Sent 16 loop count 1
0512154439|sip |3|00|NoCall::TimeOut500ms 'Renewing' m_nExpire 0 m_nOverlap 0
0512154439|sip |2|00|NoCall::TimeOut500ms 'Renewing' calling m_pUser->OnRegistered(0,..)
0512154439|sip |3|00|CUser::OnRegistered Entry for call 0xeeaa90 with expires 0 ticks Transport 'TLS' inval Method 2 RROFO 0
0512154439|sip |3|00|CUser::OnRegistered returning due to Reg Timeout Was Handled before
0512154439|sip |1|00|Dialog 'id00abdad7' State 'Trying'->'Terminated'
0512154439|sip |2|00|CStkDialog::CStkDialog SetAddressLocal Config 'Chris Juett' <441258470209@sip.ringcentral.co.uk:0>
0512154439|sip |2|00|CStkDialog::CStkDialog AddressLocal set to Config
0512154439|sip |3|00|CStkDialog::SetAddressLocal localTag set to ''
0512154439|sip |3|00|CStkDialog::SetAddressLocal new address added of 1
0512154439|sip |2|00|CStkDialog::CStkDialog TAG '18C13668-7492FE6F' generated
0512154439|sip |2|00|CStkDialog::CStkDialog local addr 'Chris Juett' <441258470209@sip.ringcentral.co.uk:0> Tag '18C13668-7492FE6F'
0512154439|sip |2|00|CStkDialog::CStkDialog exit 0xf02950 local list size 1
0512154439|sip |2|00|CStkDialogList::CreateDialogObject localTarg usr '441258470209'
0512154439|sip |3|00|NoCall::TimeOut500ms consecutive Attempts 0 baseTimeOut 60 maxTimeOut 60 exponTimeOut 60 randomTimeOut 35
0512154439|sip |3|00|NewRegisterState: 'Register' 'Renewing' -> 'Registering' Expires 70 Overlap 0 for (0xeeaa90)
0512154459|sip |1|00|CTcpSocket::SendData TLS queuedTxData = 1007 TotalLen 16 loop count 1 maxQueueDepth 40000
0512154459|sip |1|00|CTcpSocket::SendData TLS Sent 16 loop count 1
0512154514|sip |3|00|NoCall::TimeOut500ms 'Registering' m_nExpire == 0 RegisterCall -> Schedule Register listSize 0 lTimeout 0
0512154514|sip |1|00|Schedule 'Register' nEvent 0 busyFlag 0 num events waiting 0
0512154514|sip |2|00|new UA Client Non-INVITE trans state 'callingTrying', timeout=0 (0x40e44b88)
0512154514|sip |3|00|RegClient:RegClient expire 66 overlap 0
0512154514|sip |1|00|CreateFailOverProxyList : Reg to Domain 'sip.ringcentral.co.uk' nPort 5096, lkup 5
0512154514|sip |1|00|CreateFailOverProxyList : For REGISTER Request nPort 5096
0512154514|dns |1|00|doDnsSrvLookupForARecordList(tls): Doing DNS lookup (port 5096)
0512154514|dns |1|00|doDnsLookupForList for record A: hostname 'sip311.ringcentral.co.uk' attempting..
0512154514|dns |2|00|Hit in Dynamic DNS cache for sip311.ringcentral.co.uk(A) expires in 199 seconds
0512154514|dns |1|00|doDnsSrvLookupForARecordList(tls): kept port at 5096
0512154514|sip |1|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList for 'sip311.ringcentral.co.uk' port 5096 returned 1 results
0512154514|sip |1|00|doDnsListLookup(tls): result 0 '199.255.120.182' port 5096 isInBound 0
0512154514|sip |1|00|CreateFailOverProxyList : 'TLS' for 'sip311.ringcentral.co.uk' port 5096 IP 0 is '199.255.120.182' on tls port 5096
0512154514|sip |2|00|CreateFailOverProxyList : Exit 'TLS' lookup with 1 IP Addresses
0512154514|sip |2|00|CreateFailOverProxyList : IP 1 is '199.255.120.182' on tls port 5096
0512154514|sip |1|00|CTrans:: SendCommand | this=40e44b88, bVQMonMessage=0, m_pCall->m_pUser->m_bOBFailOverReRegOn=0, m_pCall->m_pUser->m_bVQMonFailoverEnabled=1
0512154514|dns |1|00|doDnsLookupForList for record A: hostname '199.255.120.182' attempting..
0512154514|dns |1|00|doDnsLookupForList(A): returning passed in ipAddress '199.255.120.182'
0512154514|sip |1|00|CTcp::Send(TLS) entry for address 199.255.120.182 port 5096 can Connect 1 canFailOver 0
0512154514|sip |1|00|CTcp::Send(TLS) address 199.255.120.182 port 5096 can Connect 1
0512154514|sip |1|00|CTcpSocket::SendData TLS queuedTxData = 1060 TotalLen 638 loop count 1 maxQueueDepth 40000
0512154514|sip |1|00|CTcpSocket::SendData TLS Sent 638 loop count 1
0512154514|sip |2|00|adjustRetransWhenTimerCreated UA Client Non-INVITE REGISTER state 'callingTrying' timeout=65 (0x40e44b88)
0512154514|log |5|00|Skipped uploading of failed log file because no of failures are > 4 or last upload failed time is < 60 seconds.
0512154519|dns |1|00|doDnsLookupForList for record A: hostname 'pp.ringcentral.com' attempting..
0512154519|dns |2|00|Miss in All DNS cache for pp.ringcentral.com(A)
0512154519|dns |2|00|Miss in All DNS cache for pp.ringcentral.com.home(A)
0512154520|dns |2|00|Retaining Dynamic DNS cache for sip311.ringcentral.co.uk(A)
0512154520|dns |2|00|Added Dynamic DNS cache entry for pp.ringcentral.com(A) expires in 600 seconds
0512154520|dns |1|00|doDnsLookupForList for record A: hostname 'pp.ringcentral.com' attempting..
0512154520|dns |2|00|Hit in Dynamic DNS cache for pp.ringcentral.com(A) expires in 600 seconds
0512154520|copy |*|00|Server 'pp.ringcentral.com' said 'provisioning/polycom/VVX300/0004F2C55F01/languages/Website_dictionary_language_en-gb.xml' is not present
0512154520|dns |2|00|dnsCacheQueryA: Hit in Dynamic DNS cache for pp.ringcentral.com(A) expires in 600 seconds
0512154520|dns |2|00|dnsIpAddrToPosZeroSet: 199.255.120.237 left at pos 0
0512154520|cfg |4|00|Web|[cfgSaProcessRequestC] Failed to download language file from provisioning server, request path Website_dictionary_language_en-gb.xml
0512154520|utilm|4|00|uBLFCompressed: File /ffs0/languages/Website_dictionary_language_en-gb.xml.zzz does not exist or is empty
0512154520|cfg |4|00|Web|[cfgSaProcessRequestC] Website_dictionary_language_en-gb.xml Language file doesn't exist in cache
0512154520|cfg |4|00|Web|[cfgSaProcessRequestC] Website_dictionary_language_en-gb.xml Language file doesn't exist in phone flash
0512154521|copy |*|00|Server 'pp.ringcentral.com' said 'provisioning/polycom/VVX300/0004F2C55F01/languages/Website_dictionary_language_en-gb.xml' is not present
0512154521|dns |2|00|dnsCacheQueryA: Hit in Dynamic DNS cache for pp.ringcentral.com(A) expires in 599 seconds
0512154521|dns |2|00|dnsIpAddrToPosZeroSet: 199.255.120.237 left at pos 0
0512154521|cfg |4|00|Web|[cfgSaProcessRequestC] Failed to download language file from provisioning server, request path Website_dictionary_language_en-gb.xml
0512154521|utilm|4|00|uBLFCompressed: File /ffs0/languages/Website_dictionary_language_en-gb.xml.zzz does not exist or is empty
0512154521|cfg |4|00|Web|[cfgSaProcessRequestC] Website_dictionary_language_en-gb.xml Language file doesn't exist in cache
0512154521|cfg |4|00|Web|[cfgSaProcessRequestC] Website_dictionary_language_en-gb.xml Language file doesn't exist in phone flash
Polycom Employee & Community Manager
Posts: 14,041
0

Re: Polycom VVX 300 url call disabled and line unregistered.

Hello ChrisJuett,

we see a 480 message so it seems the phone cannot establish a connection to the server.

 

We would need you to work with your provider as you need to run a wireshark trace on the phone to see if the registration message get's any reply from the address and port the phone tries to reach.

 

The easiest is to follow the FAQ that describes how to use wireshark with the phone and maybe setup a syslog server so you can see the messages also in the trace.

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.
Occasional Advisor
Posts: 6
0

Re: Polycom VVX 300 url call disabled and line unregistered.

Thanks, which FAQ do I need to follow exactly? I have Wireshark installed, how do I see the phone activity?

Polycom Employee & Community Manager
Posts: 14,041
0

Re: Polycom VVX 300 url call disabled and line unregistered.

Jan 19, 2012 Question: How to troubleshoot Polycom VoIP related Issues?

Resolution: Please check => here <=

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.
Occasional Advisor
Posts: 6
0

Re: Polycom VVX 300 url call disabled and line unregistered.

Is this helpful?

 

Frame 572: 66 bytes on wire (528 bits), 66 bytes captured (528 bits) on interface 0
Interface id: 0 (\Device\NPF_{FA0B82E9-D725-448F-9D7A-9925D29A788B})
Encapsulation type: Ethernet (1)
Arrival Time: May 16, 2016 14:22:31.744265000 GMT Summer Time
[Time shift for this packet: 0.000000000 seconds]
Epoch Time: 1463404951.744265000 seconds
[Time delta from previous captured frame: 0.001485000 seconds]
[Time delta from previous displayed frame: 0.001485000 seconds]
[Time since reference or first frame: 104.608689000 seconds]
Frame Number: 572
Frame Length: 66 bytes (528 bits)
Capture Length: 66 bytes (528 bits)
[Frame is marked: False]
[Frame is ignored: False]
[Protocols in frame: eth:ethertype:ip:tcp]
[Coloring Rule Name: Bad TCP]
[Coloring Rule String: tcp.analysis.flags && !tcp.analysis.window_update]
Ethernet II, Src: Polycom_c5:5d:bc (00:04:f2:c5:5d:bc), Dst: HonHaiPr_80:9d:f3 (08:3e:8e:80:9d:f3)
Destination: HonHaiPr_80:9d:f3 (08:3e:8e:80:9d:f3)
Source: Polycom_c5:5d:bc (00:04:f2:c5:5d:bc)
Type: IPv4 (0x0800)
Internet Protocol Version 4, Src: 192.168.1.32, Dst: 192.168.1.73
0100 .... = Version: 4
.... 0101 = Header Length: 20 bytes
Differentiated Services Field: 0x00 (DSCP: CS0, ECN: Not-ECT)
0000 00.. = Differentiated Services Codepoint: Default (0)
.... ..00 = Explicit Congestion Notification: Not ECN-Capable Transport (0)
Total Length: 52
Identification: 0x3438 (13368)
Flags: 0x02 (Don't Fragment)
0... .... = Reserved bit: Not set
.1.. .... = Don't fragment: Set
..0. .... = More fragments: Not set
Fragment offset: 0
Time to live: 64
Protocol: TCP (6)
Header checksum: 0x82d2 [validation disabled]
[Good: False]
[Bad: False]
Source: 192.168.1.32
Destination: 192.168.1.73
[Source GeoIP: Unknown]
[Destination GeoIP: Unknown]
Transmission Control Protocol, Src Port: 443 (443), Dst Port: 58006 (58006), Seq: 1, Ack: 2, Len: 0
Source Port: 443
Destination Port: 58006
[Stream index: 12]
[TCP Segment Len: 0]
Sequence number: 1 (relative sequence number)
Acknowledgment number: 2 (relative ack number)
Header Length: 32 bytes
Flags: 0x010 (ACK)
000. .... .... = Reserved: Not set
...0 .... .... = Nonce: Not set
.... 0... .... = Congestion Window Reduced (CWR): Not set
.... .0.. .... = ECN-Echo: Not set
.... ..0. .... = Urgent: Not set
.... ...1 .... = Acknowledgment: Set
.... .... 0... = Push: Not set
.... .... .0.. = Reset: Not set
.... .... ..0. = Syn: Not set
.... .... ...0 = Fin: Not set
[TCP Flags: *******A****]

Polycom Employee & Community Manager
Posts: 14,041
0

Re: Polycom VVX 300 url call disabled and line unregistered.

Hello ChrisJuett,

troubleshooting end user issues is completely outside the scope for myself as a Polycom employee.

 

Your Service Provider should assist you and / or your Polycom reseller can open a ticket for you with Polycom support.

 

I could not find a record of your MAC address 0004f2c55dbc in our system so if you purchased from an internet discounter you may want to provide me with other addresses so I can lookup who is responsible in providing support for you.

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.
Valued Contributor
Posts: 178
0

Re: Polycom VVX 300 url call disabled and line unregistered.

Hi Chris

 

You could try and set a spare phone to debug in the logging - especially set to debug for network.  I would suggest getting someone in again to debug your router - the phone tries to connect and fails - this is more than likely due to the network and not the phone - what version of firmware are you running on them? (Menu->Status->Platform->Phone)

 

Also do you know what sort of SIP server you are registering to? (Broadsoft/Asterisk/Avaya)?

 

You could ask your SIP service provider to check their logs and see why there was a disruption - dont give up the issue easily!..

 

Being a Voice Product Developer for a Service Provider, I have had a fair bit of experience with Polycom phones and I have to say that they are the best Ip phone available and rarely give any issues on their own!

 

Cheers

 

Dave