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Coredump

alphen
Occasional Advisor

Coredump

We have several VVX410 and VVX400 with Polycom UC Software versions 5.4.4 Rev E who will do a coredump when you remove the network cable from them.

Although we have in the config the following line:

 

<diags diags.dumpcore.enabled="0"></diags>

 

but still the phones will dump one of more core files.

As this takes sometimes ernormous time we would like to disable this.

Is there a way to do this?

 

Best regards,

 

Albert van Alphen

Message 1 of 7
6 REPLIES 6
SteffenBaierUK
Polycom Employee & Community Manager

Re: Coredump

Hello Albert van Alphen,

welcome to the Polycom Community.


I assume this happens in Lync base profile only or is this SIP ?

 

Did you export your configuration and check the parameter has been added?

 

I would like you to get this escalated if you could so we can verify and possibly fix it.


In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you. In case this is some sort of an Internet discounter please post your phone's MAC address so I can look up who would be able to support you.

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

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

----------------
The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 2 of 7
alphen
Occasional Advisor

Re: Coredump

Hi Steffen,

 

Thanks for your quick reply.

 

Yes, we are using them with a Lync profile.

 

I just exported the config and found in the Export_all.cfg this line:

 

diags.dumpcore.enabled="0"

 

The reseller won't /can't do this for us but we do have bought warranty for these devices so we could claim support.

The MAC address is 0004F2DFD9C0

Message 3 of 7
SteffenBaierUK
Polycom Employee & Community Manager

Re: Coredump

Hello Albert,

The phone was sold via Go Telecom B.V. back in 10/09/2015 so it is still under warranty.

 

I can also see that someone opened a ticket 1-2748131151 back in May but it was never followed up from the user side.

 

Are these phone PoE powered or using a power supply so I can understand the network cable comment a bit clearer?

 

I suggest you work with Go Telecom and provide a backup of the Configuration and all the core dumps you have so far or replicate again and provide the new one.

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

----------------
The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 4 of 7
alphen
Occasional Advisor

Re: Coredump

Steffen,

 

I never heared of Go Telecom B.V. but we do have bought with the phone 3Y Partner Premier SVC VVX300 & 400 (4870-01059-360).

I understood from our supplier (Centralpoint) where we bought them that we ourselves can open a ticket with Polycom Support with this. Correct if I am wrong.

 

The phones are indeed PoE and so are our switches, the phone does not have a power supply.

 

beste regards,

 

Albert

Message 5 of 7
SteffenBaierUK
Polycom Employee & Community Manager

Re: Coredump

Hi Albert,

 

yes it was you in 1-2748131151 so please go ahead and raise this again and mention this topic and my name as I am most likely to receive this once it has gone through Tier 1 / Tier 2 support.

 

Go Telecom is who we sold the phone via and they usually the Tier 1 support for any End Customer cases without a support contract during warranty.

 

Best Regards

 

Steffen Baier

----------------
The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 6 of 7
alphen
Occasional Advisor

Re: Coredump

Hi Steffen,

 

FYI, 

 

Service Request Number 1-3444450051 was successfully created

 

Best regards,

 

Albert

Message 7 of 7