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Tar.gz files in provisioning server

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Occasional Visitor

Tar.gz files in provisioning server

Hello.

 

We have already setup a provisioning FTP server which is working great for a total of +600 VVX500 connected to a Lyn 2013 Server.

 

However, every week, on Wednesdays and Thursdays evening (around 20:30h) a set of phones stop working. When you ping them they lose pings and it is imposible to use them at all. Web interface is not availalbe either during the outage.


We have seen that the prov polling is set to 23:30h in a random way until 1:30am. The outage stops around 9:30 am and suddenly all the affected phones come back to normality: no packets lost and full operative.

 

We have seen a significant number of tar.qz files in the provisioning server (around 2Mb each), but we do not know why they have been generated or if it is related to the outages. The date creation of these compressed files do not correspond with the outgages. 

 

We are wondering what scheduled task may be originating the outage. 

 

Any ideas that may help us?

 

Thank you very much in advance.

Valentin

Message 1 of 4
3 REPLIES 3
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Polycom Employee & Community Manager

Re: Tar.gz files in provisioning server

Hello Valentin,

welcome to the Polycom Community.

It is always useful to include the currently used UC Software version as issues experienced may already be addressed in a newer release.

This also allows yourself and others to check against current software release notes.

The above is also stated in the "Read First: Welcome to the Polycom VoIP Forum"

Therefore the Polycom VoIP FAQ contains this post here:

Question: How can I find out my SIP UC Software Version or the BootROM Version of my Phone?
Resolution: Please check here

 

These files are so called core dump files and help our developers to identify software issues if a phones crashes.

 

Please work with your Polycom reseller to open a support ticket so our teams can look at these files.


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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

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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.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 2 of 4
Highlighted
Occasional Visitor

Re: Tar.gz files in provisioning server

Thank you Steffen.

 

UC version is 5.3.1 and are connected to a Lync 2013 Server

 

We have deleted the tar.gz files from the provisioning server and it seems that that was not the problem. Every night (at different times) the phones start uploading log files to the provisioning server. During that period of time, all phones within the same VLAN lose pings, and and they cannot connect to the Lync Server. They get unregistered, and som of them seem to be hang. When the upload process ends, all phones come to normality. Some days this process ends at around 9:30 in the morning. That is when the phones start workign again. When the process ends before the users arrive, nobody notices the outage.

 

So, is there a way avoid this logs upload? Or if this is not recommended, do you have any idea of why this is happening?

 

Thank you

Message 3 of 4
Highlighted
Polycom Employee & Community Manager

Re: Tar.gz files in provisioning server

Hello Valentin,


by deleting these files you inadvertently deleted any chance for our developers to find a root cause and we can only wait if the phone upload's these again.

 

The next action for you is to contact your Polycom reseller in order to open a ticket with Polycom support.

 

If your reseller is some kind of discounter please provide me with a MAC address of a phone so I can provide you with the real reseller.


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 4