RMX 1500 ERROR CODE

[Anonymous]

Hello! I am new to the Community, but I´ve already searched for this error, and haven´t found anything so far. The problem we´re having is as follows. We make calls to different points (mainly m100´s and CMA Desktop´s), and after 15 mins or so of communication, calls are dropped and the RMX log shows the following error:

<TYPE>Internal</TYPE>

<ACTION>Failure</ACTION>

<STATUS>Yes</STATUS>

<DESCRIPTION>A failure occurred in the system.</DESCRIPTION>

<DESCRIPTION_EX>Internal MCU reset</DESCRIPTION_EX>

<TYPE>xml</TYPE>

-<DATA>-<LOG_FAULT_ELEMENT>

<TIME_STAMP>2008-01-27T18:06:19</TIME_STAMP>

-<FAULT_DESC_GENERAL> -<FAULT_DESC_PARAMS>

<FAULT_SUBJECT>general</FAULT_SUBJECT>

<FAULT_LEVEL>major</FAULT_LEVEL>

-<ERROR_CODE> <ID>5604</ID>

<DESCRIPTION>RESET_MCU_INTERNAL</DESCRIPTION>

</ERROR_CODE>

<PROCESS_NAME>McmsDaemon</PROCESS_NAME>

<FAULT_ID>0</FAULT_ID>

</FAULT_DESC_PARAMS>

<GENERAL_MESSAGE>Power down signal was detected</GENERAL_MESSAGE>

<SEQ_NUMBER>127727</SEQ_NUMBER>

<DATE_TIME>2008-01-27T18:06:19</DATE_TIME>

<USER_ID/> <REPORTER>Mcms</REPORTER>

<WORK_STATION/> <IP_ADDRESS/>

<TYPE>Internal</TYPE>

<ACTION>Shut down</ACTION>

<STATUS>Yes</STATUS>

<DESCRIPTION>The system was shut down.</DESCRIPTION>

<DESCRIPTION_EX>Power down signal was detected</DESCRIPTION_EX>

This happened two times. I don´t know what might be going on. Even looked up the error code (5604), but found nothing useful. Thanx for your help.

<SEQ_NUMBER>127726</SEQ_NUMBER> <DATE_TIME>2008-01-27T18:06:19</DATE_TIME> <USER_ID/> <REPORTER>Mcms</REPORTER> <WORK_STATION/> <IP_ADDRESS/> <TYPE>Internal</TYPE> <ACTION>Failure</ACTION> <STATUS>Yes</STATUS> <DESCRIPTION>A failure occurred in the system.</DESCRIPTION> <DESCRIPTION_EX>Internal MCU reset</DESCRIPTION_EX> -<FREE_DATA> -<Fault_Details> <TYPE>xml</TYPE> -<DATA>-<LOG_FAULT_ELEMENT> <TIME_STAMP>2008-01-27T18:06:19</TIME_STAMP> -<FAULT_DESC_GENERAL> -<FAULT_DESC_PARAMS> <FAULT_SUBJECT>general</FAULT_SUBJECT> <FAULT_LEVEL>major</FAULT_LEVEL> -<ERROR_CODE> <ID>5604</ID> <DESCRIPTION>RESET_MCU_INTERNAL</DESCRIPTION> </ERROR_CODE> <PROCESS_NAME>McmsDaemon</PROCESS_NAME> <FAULT_ID>0</FAULT_ID> </FAULT_DESC_PARAMS> <GENERAL_MESSAGE>Power down signal was detected</GENERAL_MESSAGE> </FAULT_DESC_GENERAL> </LOG_FAULT_ELEMENT></DATA> </Fault_Details> </FREE_DATA> </AUDIT_EVENT> -<AUDIT_EVENT> <SEQ_NUMBER>127727</SEQ_NUMBER> <DATE_TIME>2008-01-27T18:06:19</DATE_TIME> <USER_ID/> <REPORTER>Mcms</REPORTER> <WORK_STATION/> <IP_ADDRESS/> <TYPE>Internal</TYPE> <ACTION>Shut down</ACTION> <STATUS>Yes</STATUS> <DESCRIPTION>The system was shut down.</DESCRIPTION> <DESCRIPTION_EX>Power down signal was detected</DESCRIPTION_EX> -<FREE_DATA> -<Event_Details> <TYPE>text</TYPE> <DATA/> </Event_Details> </FREE_DATA> </AUDIT_EVENT> </AUDIT_EVENT_LIST>

[SteffenBaierUK]

Hello Hernan,

welcome to the Polycom Community.

We encourage all users to post the Software Version of the product they are using as this helps to identify known issues against release logs.

Your Message:

<GENERAL_MESSAGE>Power down signal was detected</GENERAL_MESSAGE>

seems pretty clear but without the software version you are running nobody can confirm if this is a software / hardware or an issue in your environment.

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

[Anonymous]

Os version is 7.7

Thank you

[SteffenBaierUK · Accepted solution]

Hello Hernan,

I had a quick look internally and could not find anything towards that error message.

I suggest you raise a ticket with Polycom Support.

Best Regards

Steffen Baier

[Anonymous]

All right, thank you very much for your quick response!  I appreciate it and contact Support ASAP.

[Anonymous]

Looking at the error report it looks like the MCU detected a fatal change in the power supply and so closed down.