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Polycom 5.6.0 issues and core files

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Occasional Advisor

Polycom 5.6.0 issues and core files

Starting with 5.6.0 using Office 365 and Skype for Business vvx601 phones we've been seeing a lot of issues typically over-evening.  Some of the phones will not be logged in the next day, some locked up and unresponsive.  The most different thing is that they upload log files to our provisioning server saying "uploading core file 1 of 1" all the way up to "1 of 50" depending on who knows what.  I can't read the core files, can anyone give me some guidance on how to do that?

Message 1 of 11
1 ACCEPTED SOLUTION

Accepted Solutions
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Polycom Employee & Community Manager

Re: Polycom 5.6.0 issues and core files

Hello @ahornatx,

This looks a bit like => here <= and I am dealing with this customer in EMEA already.

 

The core dumps are from the Exchange Module (EC),

 

Please quote when opening a ticket via the reseller 1-7376617790 / VESC-8076

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

View solution in original post

Message 6 of 11
10 REPLIES 10
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Polycom Employee & Community Manager

Re: Polycom 5.6.0 issues and core files

Hello @ahornatx,

welcome back  to the Polycom Community.

The community's VoIP FAQ contains this post here:

Feb 16, 2016 Question:What is / are the core.tgz file on a provisioning server ?

Resolution: A core dump is uploaded by the phone if a phone crashed for some reason. Please provide these to Polycom support for further analysis.


Please ensure you always check the community FAQ and/or utilize the community search before posting any new topics or follow up post’s.

 

Please open a support ticket.


In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you. End Customers are usually unable to open a ticket directly with Polycom support.

If this is some sort of an Internet discounter please post either your phone's MAC address or your Polycom devices serial so I can look up who would be able to support you. This may not be who you purchased the Polycom device from.

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 11
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Occasional Advisor

Re: Polycom 5.6.0 issues and core files

0004f2fdc9c4-plcmsyslog.tar

 

That's the mac address of one of them i believe.  Let me know who i contact.

Message 3 of 11
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Polycom Employee & Community Manager

Re: Polycom 5.6.0 issues and core files

Hello @ahornatx,

This is not a core file. This is a simple addition Log file for a Polycom Trio and completely normal.

 

I just added additional information to this post here:

 

Mar 08, 2013 QuestionWhat files does my phone download or upload and why?

Resolution: Please check => here <=


You should have a couple of enc.123456789012-5.7.1.13914-core.764.tar.gz or similar called files on your server.

 

The Trio came from INGRAM MICRO but a couple of MAC addresses provided by yourself via IM where either from SCANSOURCE COMMUNICATIONS or INGRAM MICRO as well.

 

The one from INGRAM MICRO is within warranty so you should be good to open a ticket with them.


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 11
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Occasional Advisor

Re: Polycom 5.6.0 issues and core files

okay, that makes sense i think.  so these files are the ones i should worry about?

 

enc.0004f27264af-5.8.0.19248-core.ec.918.1510553042.4.tar

enc.64167f0a275e-5.8.0.19248-core.ec.367.1509695031.11.tar

Message 5 of 11
Highlighted
Polycom Employee & Community Manager

Re: Polycom 5.6.0 issues and core files

Hello @ahornatx,

This looks a bit like => here <= and I am dealing with this customer in EMEA already.

 

The core dumps are from the Exchange Module (EC),

 

Please quote when opening a ticket via the reseller 1-7376617790 / VESC-8076

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

View solution in original post

Message 6 of 11
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Occasional Advisor

Re: Polycom 5.6.0 issues and core files

Support basically shot me down and said "you have to go through a reseller".

 

Pretty lame...not going to lie.

Message 7 of 11
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Polycom Employee & Community Manager

Re: Polycom 5.6.0 issues and core files

Hello @ahornatx,

I already told you who you need to go to.

 

This was outlined in this threat as we do not support end customers.

 

You can try and open with whoever you purchase the units from or go straight to I outlined already.

 

Just as a reminder:

 

Mar 8, 2012 Question: What kind of support should I expect from the Community?
Clarification: 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

----------------
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 8 of 11
Highlighted
Occasional Advisor

Re: Polycom 5.6.0 issues and core files

Solution was actually just to wait and upgrade to the next version which didn't have the issue.

Message 9 of 11
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Polycom Employee & Community Manager

Re: Polycom 5.6.0 issues and core files

Hello @ahornatx,

welcome back to the Polycom Community.

Was this UC Software 5.6.1 or 5.7.0 ?


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 10 of 11