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Phones Freezing

Jor'el
Occasional Visitor

Phones Freezing

Hello, 

 

We have about 50 Polycom VVX 411s and we recently have had a problem with them freezing. When they freeze NONE of the controls work. The only way to get it working nomally again is to unplug the power (POE) and plug it back in.

 

We are staying on version: 5.7.0.14430 We do not auto update. This is a Windows 10 environment and we are using BToE. Here are the logs. Anything you can tell us is greatly appreciated. 

 

By the way, when the phones are frozen I cannot login the the Web UI. I had to pull these reports after I rebooted. 

 

 The full logs are attached. I just added the last part in the comment. 

 

 

 

https://webpoolsn11a01.infra.lync.com/WebTicket/WebTicketService.svc
https://webpoolsn11a01.infra.lync.com/CertProv/CertProvisioningService.svc/WebTicket_Proof_SHA1

https://webpoolsn11a01.infra.lync.com/WebTicket/WebTicketService.svc/cert

 

https://login.windows.net/common/oauth2/authorize
https://webpoolsn11a01.infra.lync.com/WebTicket/WebTicketService.svc/OAuth
https://webpoolsn11a01.infra.lync.com/WebTicket/WebTicketService.svc
https://login.windows.net/common/oauth2/authorize
http
1102075402|auth |4|00|AuthSvc SOAuth2Error, BaseEventInit restart[0] SfbTokenFetchMethod[3]
1102075402|auth |2|00|S/E(sSOAuth2Error,kBaseEventInit),rO(4)
1102075402|auth |3|00|kEOAuth2OAuth2Start:Event(4) not found in Transition Table for state sSOAuth2Error
1102075402|auth |2|00|<\SM>(305)AuthServiceOAuthStateMachine(0x1a0e9b8):Ctx((513),(4),Ticks(0))
1102075402|auth |2|00|Silent Indication, CallerService(AuthServiceCallerSnooper)
1102075402|auth |2|00|CAuthSvcUpdateTokenNotifier:: UserMode = [False]
1102075402|auth |2|00|Policy Dest:(201)AuthServicePolicyServiceKey:(106)AuthServiceOAuthMsgKey:(206)AuthSvcAOServiceReplyKey
Caller Service(144)AuthServiceCallerSnooper:IndicationCode(0)
,TransactionID(191643442)
1102075402|auth |2|00|Response(-1)auth,(106)AuthServiceOAuthMsgKey,(-1)lyncStatus,(14),(Expiry,TransactionId,Time,Type):(-1,191643442,1541159642,1)IndicationCode:(0)
1102075402|auth |2|00|Policy Dest:(203)AuthServicePolicyFsmKey:(106)AuthServiceOAuthMsgKey:(215)AuthSvcAOFsmReplyKey
Caller Service(-1):IndicationCode(400)Failed to Get oAuth Token
,TransactionID(191643442)
1102075402|auth |2|00|Silent Indication, CallerService(AuthServiceCallerSnooper)
1102075402|auth |2|00|CAuthSvcUpdateTokenNotifier:: UserMode = [False]
1102075402|auth |2|00|Policy Dest:(201)AuthServicePolicyServiceKey:(106)AuthServiceOAuthMsgKey:(206)AuthSvcAOServiceReplyKey
Caller Service(144)AuthServiceCallerSnooper:IndicationCode(100)SM Started
,TransactionID(191643442)
1102075402|auth |2|00|Response(-1)auth,(106)AuthServiceOAuthMsgKey,(-1)lyncStatus,(14),(Expiry,TransactionId,Time,Type):(-1,191643442,1541159642,1)IndicationCode:(100)SM Started
1102075402|auth |2|00|Policy Dest:(202)AuthServicePolicyDBKey:(106)AuthServiceOAuthMsgKey:(212)AuthSvcAODBDBIndKey
Caller Service(-1):IndicationCode(400)Failed to Get oAuth Token
,TransactionID(191643442)
1102075402|auth |2|00|<SM>(305)AuthServiceOAuthStateMachine(0x1a0e9b8):Ctx((513),(7)kBaseEventStop,Ticks(0))
1102075402|auth |2|00|<\SM>(305)AuthServiceOAuthStateMachine(0x1a0e9b8):Ctx((513),(-1),Ticks(0))
1102075402|auth |2|00|CAuthSvcUpdateTokenNotifier:: UserMode = [False]
1102075402|auth |2|00|<SM>(304)AuthServiceUTStateMachine(0x1a21c70):Ctx((345),(7)kBaseEventStop,Ticks(0))
1102075402|auth |2|00|<\SM>(304)AuthServiceUTStateMachine(0x1a21c70):Ctx((345),(-1),Ticks(0))
1102075402|auth |2|00|CAuthSvcUpdateTokenNotifier:: UserMode = [False]
1102075402|auth |2|00|Policy Dest:(202)AuthServicePolicyDBKey:(101)AuthServiceWTMsgKey:(211)AuthSvcAODBIEIndKey
Caller Service(-1):IndicationCode(400)Failed to Get oAuth Token
,TransactionID(191643442)
1102075402|auth |2|00|CAuthSvcUpdateTokenNotifier:: UserMode = [False]
1102075402|auth |2|00|Policy Dest:(202)AuthServicePolicyDBKey:(102)AuthServiceUCMsgKey:(211)AuthSvcAODBIEIndKey
Caller Service(-1):IndicationCode(400)Failed to Get oAuth Token
,TransactionID(191643442)
1102075402|auth |2|00|CAuthSvcUpdateTokenNotifier:: UserMode = [False]
1102075402|auth |2|00|Policy Dest:(201)AuthServicePolicyServiceKey:(102)AuthServiceUCMsgKey:(206)AuthSvcAOServiceReplyKey
Caller Service(-1):IndicationCode(400)Failed to Get oAuth Token
,TransactionID(191643442)
1102075402|auth |2|00|Response(-1)auth,(102)AuthServiceUCMsgKey,(-1)pps,(14),(Expiry,TransactionId,Time,Type):(-1,191643442,1541159642,1)IndicationCode:(400)Failed to Get oAuth Token
1102075402|btoe |2|00|PpsBtoeC::ppsProcMsg MsgTypeMT
1102075402|btoe |3|00|[PpsBtoeC]::registration internal state is received from pps: 2

1102075402|sip |1|00|SipGotNewUserCert: pstNewUserCert[0x41ac084c]
1102075402|sip |3|00|TLS-DSK:soWebTicketCbFunc: the event type is 1
1102075402|sip |4|00|TLS-DSK:soWebTicketCbFunc: SoWebTicketCb_ResponseError event triggered from the soWebTicket
1102075402|auth |2|00|Policy Dest:(201)AuthServicePolicyServiceKey:(106)AuthServiceOAuthMsgKey:(206)AuthSvcAOServiceReplyKey
Caller Service(144)AuthServiceCallerSnooper:IndicationCode(400)Failed to Get oAuth Token
,TransactionID(191643442)
1102075402|auth |2|00|Response(-1)auth,(106)AuthServiceOAuthMsgKey,(-1)lyncStatus,(14),(Expiry,TransactionId,Time,Type):(-1,191643442,1541159642,1)IndicationCode:(400)Failed to Get oAuth Token
1102075405|btoe |0|00|BtoeAD timer expired
1102075406|sip |1|00|Client State finished REGISTER (0x1491568)
1102075408|btoe |0|00|BtoeAD timer expired
1102075411|btoe |0|00|BtoeAD timer expired
1102075414|btoe |0|00|BtoeAD timer expired
1102075416|lldp |1|00|Received LLDP packet from 0c 8d db fd f6 3e.
1102075416|lldp |0|00|Uninterrupted power from Switch
1102075416|lldp |2|00|Native VlanId 1 received in LLDP packet
1102075417|btoe |0|00|BtoeAD timer expired
1102075420|btoe |2|00|BtoeAD timer expired
1102075423|btoe |0|00|BtoeAD timer expired
1102075426|lldp |0|00|lldpSendPacket
1102075426|lldp |1|00|Sending LLDP packet with length (lldpPktLen= 377)
1102075426|btoe |0|00|BtoeAD timer expired
1102075429|proxy|2|00|Request(-1)proxy,(3)ServiceTimerMsgKey,(-1),(-1),(Expiry,TransactionId,Time,Type):(-1,-1,1541159669,0)IndicationLevel:(200)
1102075429|proxy|3|00|proxy's Ticked,Reason(Timer),Count/Size(1/1),Stop? (Yes)
1102075429|btoe |0|00|BtoeAD timer expired
1102075432|sip |5|00|SSL_get_error nLen -1 errno 104 nError 5 = (0)error:00000000:lib(0):func(0):reason(0)
1102075432|sip |4|00|TLS Listen Thread Exit
1102075432|sip |1|00|MsgSipTcpSocketStatus socket 209 status 0 m_bIsReconnectNeeded 0
1102075432|sip |2|00|CTcpSocket::OnSocketStatus socket 209(0x40efe3c8) bStatus 0
1102075432|sip |3|00|CTcpSocket::~CTcpSocket socket 209 entry for 0x40efe3c8
1102075432|sip |3|00|CTcpSocket::~CTcpSocket socket 209(0x40efe3c8) SSL_shutdown rc=-1, ltf(1)
1102075432|sip |3|00|CTcpSocket::~CTcpSocket socket 209(0x40efe3c8) close
1102075432|sip |3|00|CTcpSocket::~CTcpSocket Got lock
1102075432|btoe |0|00|BtoeAD timer expired
Message 1 of 2
1 REPLY 1
SteffenBaierUK
Polycom Employee & Community Manager

Re: Phones Freezing

Hello @Jor'el,

 

welcome to the Polycom Community.


You are not using a currently supported software so the first step would be to upgrade the phone.

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

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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. All posts and words are my own & do not represent the views of Employer.

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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.
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