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VVX Random Reboots

Highlighted
Advisor

VVX Random Reboots

Hi!

 

I'm hoping you can help me gain insight or push your internal support to assist with a open case matter. We have had over the past week several of our VVX phones reboot randomly. I've uploaded the core dump file to our phone partner "Unified Communications" who has provided to Polycom and I've yet to hear back anything. Therefore, I'm going to post here as this issue is becoming annoying and making our system and Polycom look bad to our end users.

 

We are running Lync 2013 with the UCS version 5.4.1... This morning I had a user say their phone was rebooted and waiting upon network connection. After manually rebooting the phone I can see in the log where a core dump upload occured. Is it possible to read this file?

 

000007.198|so |*|01|---------- Initial log entry ----------
000007.199|so |*|01|+++ Note that Updater log times are in GMT +++
000007.199|boot |*|01|Initial log entry. Current logging level 3
000007.199|copy |*|01|Initial log entry. Current logging level 3
000007.199|utilm|*|01|Initial log entry. Current logging level 4
000007.199|hw |*|01|Initial log entry. Current logging level 4
000007.199|ethf |*|01|Initial log entry. Current logging level 4
000007.199|dns |*|01|Initial log entry. Current logging level 3
000007.199|curl |*|01|Initial log entry. Current logging level 3
000007.199|sec |*|01|Initial log entry. Current logging level 4
000007.212|wdog |*|01|Initial log entry. Current logging level 4
000007.217|wdog |*|01|Hw Watchdog timer interface opened successfully from polyupdater
000007.217|lldp |*|01|Initial log entry. Current logging level 3
000007.217|cdp |*|01|Initial log entry. Current logging level 3
000007.217|key |*|01|Initial log entry. Current logging level 4
000007.351|hw |6|01|TouchScreen: found lds700x_ts on /dev/event1, firmware version: 0x4330.46
000007.352|so |3|01|Platform: Model=VVX 600, Assembly=3111-44600-001 Rev=A Region=0
000007.352|so |3|01|Platform: Board=3111-44600-001 3 0
000007.352|so |3|01|Platform: MAC=0004f2c3e9a5
000007.353|so |3|01|Platform: BootBlock=3.0.4.0061 (44600-001) 13-Sep-12 09:09
000007.354|so |*|01|Platform: BootL1=1.0.0.0041 (44600-001) 13-Sep-12 10:01
000007.354|so |3|01|Application, main: Label=Updater, Version=Jasper 5.6.1.16334 11-Dec-15 00:15
000007.354|so |3|01|Application, main: P/N=3150-11069-561
000007.354|log |*|01|Install file upload callback for 'Updater'
000007.354|app1 |*|01|Initial log entry. Current logging level 3
000007.396|cfg |*|01|Initial log entry. Current logging level 2
000007.413|dot1x|*|01|Initial log entry. Current logging level 3
000007.543|tls |*|01|Initial log entry. Current logging level 4
000008.211|so |3|01|Link status is Net up Speed 1000 full Duplex, PC down.
000009.617|lldp |3|01|Received LLDP packet with Auxiliary VLAN Id 15
000009.629|lldp |3|01|Enabling 802.1Q tagging, VLAN ID = 15 (from LLDP/CDP)
000009.629|lldp |5|01|VLAN Id has changed to 15.
000010.619|lldp |3|01|Received LLDP packet with Auxiliary VLAN Id 15
000011.639|lldp |3|01|Received LLDP packet with Auxiliary VLAN Id 15
000012.210|so |3|01|Link status is Net up Speed 1000 full Duplex, PC up Speed 1000 full Duplex.
000013.617|lldp |3|01|LLDP received a response from a switch. LLDP enabled.
000013.759|dhcpc|*|01|Initial log entry. Current logging level 2
000013.760|dhcpc|3|01|dhcAddIf v4 succeeds: eth0.15.
000013.763|dhcpc|3|01|dhcRebind v4: Will wait until sync rebind completes.
000014.285|dhcpc|3|01|relLease(0) v4: Succeeded to fork dhclient to terminate.
000014.874|dhcpc|3|01|dhcListener: Read succeeds: eth0.15 state: PREINIT
.
000014.875|dhcpc|4|01|DhcpClient::processLine: no callback for state 1 if eth0.15
000016.021|dhcpc|3|01|dhcListener: Read succeeds: eth0.15 ip: 10.25.15.218
.
000016.022|dhcpc|3|01|dhcListener: Read succeeds: eth0.15 option: subnet-mask 255.255.255.0
.
000016.023|dhcpc|3|01|dhcListener: Read succeeds: eth0.15 option: routers 10.25.15.1
.
000016.023|dhcpc|3|01|dhcListener: Read succeeds: eth0.15 option: domain-name-servers 10.25.16.43 10.25.16.44
.
000016.024|dhcpc|3|01|dhcListener: Read succeeds: eth0.15 option: domain-name mcjunkinredman.com
.
000016.025|dhcpc|3|01|dhcListener: Read succeeds: eth0.15 option: dhcp-lease-time 2620800
.
000016.026|dhcpc|3|01|dhcListener: Read succeeds: eth0.15 option: dhcp-server-identifier 10.25.16.43
.
000016.029|dhcpc|3|01|dhcListener: Read succeeds: eth0.15 option: broadcast-address 10.25.15.255
.
000016.032|dhcpc|3|01|dhcListener: Read succeeds: eth0.15 option: dhcp-lease-time 2620800
.
000016.034|dhcpc|3|01|dhcListener: Read succeeds: eth0.15 option: dhcp-message-type 5
.
000016.035|dhcpc|3|01|dhcListener: Read succeeds: eth0.15 option: dhcp-renewal-time 1310400
.
000016.036|dhcpc|3|01|dhcListener: Read succeeds: eth0.15 option: dhcp_rebinding_time 2293200
.
000016.046|dhcpc|3|01|dhcListener: Read succeeds: eth0.15 option: o-161 http://chssrvevz01.mcjunkinredman.com
.
000016.057|dhcpc|3|01|dhcListener: Read succeeds: eth0.15 state: BOUND
.
000016.058|dhcpc|4|01|DhcpClient::processLine: no callback for state 2 if eth0.15
000016.058|dhcpc|3|01|dhcRebind v4: Sync rebind succeeds.
000016.058|dhcpc|3|01|Program eth0.15 to use subnet mask 255.255.255.0, result 0.
000016.059|dhcpc|3|01|Program eth0.15 to use ip address 10.25.15.218, result 0.
000016.059|dhcpc|3|01|Program eth0.15 to use router 10.25.15.1, result 0.
000016.070|dhcpc|3|01|getLease v4: Succeeded to fork dhclient for interface eth0.15.
000017.065|ares |*|01|Initial log entry. Current logging level 3
000017.066|dns |*|01|DNS resolver servers are '10.25.16.43' '10.25.16.44'
000017.066|dns |*|01|DNS resolver search domain is 'mcjunkinredman.com'
000017.066|app1 |3|01|DNS resolver servers are '10.25.16.43' '10.25.16.44'
000017.066|app1 |3|01|DNS resolver search domain is 'mcjunkinredman.com'
000017.093|app1 |3|01|DHCP returned result 0x38F from server 10.25.16.43.
000017.093|app1 |3|01| Phone IPv4 address is 10.25.15.218.
000017.093|app1 |3|01| Subnet mask is 255.255.255.0.
000017.093|app1 |3|01| Gateway address is 10.25.15.1.
000017.093|app1 |3|01| Provisioning server address is http://chssrvevz01.mcjunkinredman.com.
000017.093|app1 |3|01| DNS server is 10.25.16.43
000017.093|app1 |3|01| DNS alternate server is 10.25.16.44.
000017.093|app1 |3|01| DNS domain is mcjunkinredman.com.
000017.431|cfg |*|01|Core|Found core file core.739, uploading to the server
000025.340|app1 |4|01|Could not load time from time.windows.com (23.99.222.162).
000041.639|lldp |3|01|Received LLDP packet with Auxiliary VLAN Id 15
000043.621|lldp |3|01|Received LLDP packet with Auxiliary VLAN Id 15
000044.639|lldp |3|01|Received LLDP packet with Auxiliary VLAN Id 15
000045.659|lldp |3|01|Received LLDP packet with Auxiliary VLAN Id 15
000115.659|lldp |3|01|Received LLDP packet with Auxiliary VLAN Id 15
000145.659|lldp |3|01|Received LLDP packet with Auxiliary VLAN Id 15
000215.659|lldp |3|01|Received LLDP packet with Auxiliary VLAN Id 15
000239.373|cfg |3|01|Core|File-("enc.0004f2c3e9a5-5.6.1.16334-core.739.tar.gz") will be encrypted
000239.861|cfg |3|01|Core|Core dump encryption took 488 milli seconds
000239.863|cfg |4|01|Core|Error reading Configuration Parameter, trying to upload to the default directory
000239.867|copy |3|01|'http://PlcmSpIp:****@chssrvevz01.mcjunkinredman.com/enc.0004f2c3e9a5-5.6.1.16334-core.739.tar.gz' to 'chssrvevz01.mcjunkinredman.com(10.1.5.92)'
000239.867|copy |3|01|cfgProvSrvTypeGet()[0]
000245.659|lldp |3|01|Received LLDP packet with Auxiliary VLAN Id 15
000301.703|copy |3|01|Upload of 'enc.0004f2c3e9a5-5.6.1.16334-core.739.tar.gz' succeeded on attempt 1 (addr 1 of 1)
000301.828|cfg |*|01|Core|1 core file(s) uploaded to the server
000301.867|cfg |*|01|Prov|Starting to provision
000301.888|cfg |3|01|Prov|Starting to download file 0004f2c3e9a5.cfg
000301.889|copy |3|01|'http://PlcmSpIp:****@chssrvevz01.mcjunkinredman.com/0004f2c3e9a5.cfg' from 'chssrvevz01.mcjunkinredman.com(10.1.5.92)'
000301.889|copy |3|01|cfgProvSrvTypeGet()[0]
000302.014|copy |3|01|Download of '0004f2c3e9a5.cfg' succeeded on attempt 1 (addr 1 of 1)
000302.015|cfg |3|01|Prov|Updated file 0004f2c3e9a5.cfg
000302.022|cfg |*|01|Prov|Starting to update software/3111-44600-001.0004f2c3e9a5.sip.ld
000302.047|copy |3|01|'http://PlcmSpIp:****@chssrvevz01.mcjunkinredman.com/software/3111-44600-001.0004f2c3e9a5.sip.ld' from 'chssrvevz01.mcjunkinredman.com(10.1.5.92)'
000302.047|copy |3|01|cfgProvSrvTypeGet()[0]
000302.161|copy |3|01|Download of 'software/3111-44600-001.0004f2c3e9a5.sip.ld' succeeded on attempt 1 (addr 1 of 1)
000302.162|cfg |3|01|Could not get all 512 bytes of the header
000302.184|app1 |4|01|Error downloading software/3111-44600-001.0004f2c
000302.186|cfg |*|01|Prov|Starting to update software/0004f2c3e9a5.sip.ld
000302.212|copy |3|01|'http://PlcmSpIp:****@chssrvevz01.mcjunkinredman.com/software/0004f2c3e9a5.sip.ld' from 'chssrvevz01.mcjunkinredman.com(10.1.5.92)'
000302.212|copy |3|01|cfgProvSrvTypeGet()[0]
000302.341|cfg |3|01|Image software/0004f2c3e9a5.sip.ld has not changed
000302.341|copy |3|01|buffered_write: transfer terminated
000302.342|copy |3|01|Download of 'software/0004f2c3e9a5.sip.ld' succeeded on attempt 1 (addr 1 of 1)
000302.343|cfg |3|01|Prov|Image has not changed
000302.343|cfg |3|01|Prov|Provisioning succeeded
000302.359|app1 |3|01|Application, load: Type=SIP, Version=5.4.1.14510 11-Dec-15 00:30
000302.359|cfg |*|01|Prov|Finished updating configuration
000302.361|boot |*|01|Using TFFS for flash load
000302.361|boot |*|01|Code length: 0x0266DD7C
000302.361|boot |*|01|Code checksum: 0x33FC4642
000302.596|app1 |4|01|Loaded application software/0004f2c3e9a5.sip.ld from local system successfully.
000302.596|app1 |6|01|Uploading boot log, time is Mon Feb 22 11:51:43 2016
000302.849|copy |3|01|'http://PlcmSpIp:****@chssrvevz01.mcjunkinredman.com/0004f2c3e9a5-boot.log' to 'chssrvevz01.mcjunkinredman.com(10.1.5.92)'
000302.849|copy |3|01|cfgProvSrvTypeGet()[0]
000304.214|copy |3|01|Upload of '0004f2c3e9a5-boot.log' succeeded on attempt 1 (addr 1 of 1)
000304.900|dhcpc|3|01|relLease(0) v4: Succeeded to fork dhclient to terminate.
000314.029|lldp |3|01|Received LLDP packet with Auxiliary VLAN Id 15
000315.040|lldp |3|01|Received LLDP packet with Auxiliary VLAN Id 15
000316.059|lldp |3|01|Received LLDP packet with Auxiliary VLAN Id 15
000317.080|lldp |3|01|Received LLDP packet with Auxiliary VLAN Id 15
000318.100|lldp |3|01|Received LLDP packet with Auxiliary VLAN Id 15
000335.294|cfg |3|01|Prov|Shutting down

 

 

5 REPLIES 5
Highlighted
Polycom Employee & Community Manager

Re: VVX Random Reboots

Hello jrfoster,

I am unsure who "Unified Communications" are but I am unable to find any open Ticket under the MAC of the below phone.

 

The original reseller for this and the other post you had open is Scansource and I suggest reconsidering purchasing from a discounter as this would avoid lengthy delays in any escalation.

 

If you contact Scansource in regards of this MAC address they should be able to raise a case for you and work this with you directly.

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 6
Highlighted
Advisor

Re: VVX Random Reboots

Thanks Steffan! Can you confirm this was a core dump due to an issue possibly? Can these dumps be read by Poly?

Message 3 of 6
Highlighted
Polycom Employee & Community Manager

Re: VVX Random Reboots

Hello JRGoster,

the log shows that the phone wants to upload a core dump.

 

This usually happens of anything is wrong but does not necessarily mean the phone has rebooted.

 

As I asked the user back then these files need to be supplied to Polycom support so we can analyze the root cause. We need in addition details on the configuration.

 

I added this to the FAQ:

 

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 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 6
Highlighted
Occasional Visitor

Re: VVX Random Reboots

Hi Steffen, 

 

We are experiencing similar issue with a customer in Ireland. We have a ticket open with Polycom and latest analysis from Core dump files is pointing towards the SIP stack. We now need to increase to debug logs on SIP. We are currently in the process of getting these logs, however, I was unaware that another customer were experiencing similar issues?

 

Was the root cause of JRGoster resolved? Was it a fault or a configuration issue? 

 

We are desperate to get this issue resolved and the analysis process has been slow as we cannot reproduce the issue in our lab and it is difficult to pre-empt which phones will reboot and thus have debug logs enabled on that handset. 

 

The main point of this is that I wasn't aware of another customer having this issue? And can you point me toward the ticket that resolved the issue? Hopefully it can help in our analysis which may or may not be related. 

 

Thank you for your time

 

Kind Regards

Bryan 

 

 

Message 5 of 6
Highlighted
Polycom Employee & Community Manager

Re: VVX Random Reboots

Hello Bryan,

welcome to the Polycom Community.

The phone in question with the MAC 0004F2C3E9A5 never raised a case as advised so I am unsure of the outcome.

 

Unfortunately if this is not followed up the official way as explained we can never address issues like this.

 

In addition this is LYNC / Skype for Business so most likely completely different.

 

I will contact you directly on this as I am aware my Team is working on this.

 

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 6 of 6