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
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