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The HP Community is where owners of HP products, like you, volunteer to help each other find solutions.
HP Recommended

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?

1 ACCEPTED SOLUTION

Accepted Solutions
HP Recommended

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

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN

View solution in original post

10 REPLIES 10
HP Recommended

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

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
HP Recommended

0004f2fdc9c4-plcmsyslog.tar

 

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

HP Recommended

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

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
HP Recommended

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

HP Recommended

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

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
HP Recommended

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

 

Pretty lame...not going to lie.

HP Recommended

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

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
HP Recommended

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

HP Recommended

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

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.