VV410 "Incoming RTCP LSR unsuitable"

[mzdr]

We provide Skype for Business support for a client and they're reporting extensive issues with their polycom devices. They're experiencing audio clipping and one way audio. I have a specific example from a VVX410 device running 5.8.0.12848 where a call was received. The user on the VVX410 could hear the caller, but the caller couldn't hear the user.

The handset logs show (I've removed the IP address):

0803102239|so   |*|00|Incoming RTCP LSR unsuitable (no matches) for VQMon RTD coverage, calls=1 LSR=0 IP=[ip address].
0803102239|so   |*|00|Message for non-matching RTCP LSR shall be logged only for first and hundredth calls with this problem.

All polycom devices on site are experiencing the same issue, regardless of which version they're running. 

Does anyone have any ideas on what this could be and which avenues to investigate?

[SteffenBaierUK · Accepted solution]

Hello @mzdr,

welcome to the Polycom Community.

As you are providing this as a paid service to your Customer it would be most likely in your own interest for this to come into our Support Organisation.

A quick check showed no similar error messages internally so this is a new one. Have you yet consulted with Microsoft on this ?

End Customers are 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.

If the unit is no longer within warranty please be prepared to Pay Per Incident / PPI. This is all outlined in detail here

Once a case has been opened we will advise the relevant logging levels.

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