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problem with newer firmware on VVX 410 phones on Lync 2013?

Karl@asm.com
Occasional Advisor

problem with newer firmware on VVX 410 phones on Lync 2013?

Hello,

 

we have several VVX 410 phones with firmware 5.7.0.11768 and when a certain number is called, the call disconnects at the moment the other party picks up.

 

the phones are now all ut of warranty.

 

We use the phones with Skype for business 2013 /  Lync 2010 clients.

 

The other party has no problems calling us.

 

When doing the call with the Lync client, it works fine.

 

For trouble shooting we installed an older firmware: 5.4.2.2834 and it looks like this firmware is not experiencing this issue.

 

We also did some extensive troubleshooting with our SIP provider and the SBC maitenance party.

 

They came to the conclusion that after setting up the call, the remote party sends a re-invite. 

 

Where Lync replies with "100 Trying" , and then with " 200 OK", the Phone just sends "100 Trying", and after a few seconds the connection is terminited, and we see a "408 Request Timeout" in the log.

 

It only happens to a few numbers, and we have been struggeling with this for quite some time now.

 

I have attached the SIP log from the phone when making the call, maybe someone can tell us what is going on here, and what we need to to to get this fixed.

 

 

14 REPLIES 14
SteffenBaierUK
Polycom Employee & Community Manager

Re: problem with newer firmware on VVX 410 phones on Lync 2013?

Hello Karl@asm.com,

welcome to the Polycom Community.

I can see we send a:

 

0221140539|sip  |0|00|    SIP/2.0 100 Trying

at the same time we get a

0221140539|sip  |0|00|    SIP/2.0 491 Request Pending

and then after we send an ACK to the above we get

0221140543|sip  |0|00|    CANCEL

I do not imideately see anything wrong with this but am unable to provide free support via the community.

 

You have multiple options for this now:

 

  1. Downgrade to a working Firmware

  2. Contact Microsoft and get them to look at this

  3. Open a PPI ticket via Go Telecom B.V. and pay per incident


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 15
Karl@asm.com
Occasional Advisor

Re: problem with newer firmware on VVX 410 phones on Lync 2013?

Hello,

 

If I understand it correctly, the following happens:

 

The SBC send a "Bye" command to Lync after getting no answer for 5 seconds, because it does not receive an answer on the re-invite for 5 seconds.

 

Lync then sends a "Cancel" command to the phone.

 

I might be mistaken, but it looks like the Phone receives a re-invite, sends "100 Trying", then sends an re-invite itself, without sending an "OK" to the invite it received first.

 

This might be a correct procedure in SIP, my knowledge is not good enough for this.

 

When I look at the logs of the SBC, I see a re-invite going to Lync, on which it receives only a "100 Trying", then nothing, and sends a "Bye" command to Lync after 5 seconds, on which the connection gets terminated.

 

To me it looks like that the call handling between Lync and the phone is not done correctly.

Message 3 of 15
stevensarginson
Occasional Advisor

Re: problem with newer firmware on VVX 410 phones on Lync 2013?

We are also seeing a similar issue seemingly caused by the same or similar REINVITE behavior.

 

We have polycom vvx 411 phones and they can call out through Lync (using a Cisco voice gateway) just fine. However, halfway through the session timeout, the VGW sends a re invite to the Lync server. The Lync server passes this onto the phone. 


On 5.6.0 the phone sends a 100 Trying message and then sends 200 OK.

 

On 5.7.0.11768 the phone sends a 100 Trying message and then nothing, causing the voice gateway to terminate the call

Message 4 of 15
SteffenBaierUK
Polycom Employee & Community Manager

Re: problem with newer firmware on VVX 410 phones on Lync 2013?

Hello @stevensarginson,

welcome back to the Polycom community.

Some or a couple of your old post(s) => here <= are still open / pending as you have not marked these as "Accept as a solution" or at least provided some form of feedback or answer.

If they are in this state nobody finding them via a community search will know if an answer or advice provided was useful and has maybe helped you.

Could you therefore kindly go over them and mark or answer as appropriate ?

If they are marked as "Accept as a solution" other users can find these easier and it helps them to utilise the community more efficiently.

For your new issue we need to get this into support.


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 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 5 of 15
Karl@asm.com
Occasional Advisor

Re: problem with newer firmware on VVX 410 phones on Lync 2013?

Hi,

 

I'm about to give up on this.

 

I've tried to get more information about opening a PPI ticket with the supplier in the Netherlands (we would like to know how much mony we need to spend), and we only received a suggestion to hire one of their consultants to have a look at the problem.

 

We will be installing the old firmware (5.4.5.8201) for now, and switch to another brand ASAP, hopefully with a better support track record.

 

I have never seen a brand which makes it so hard to get support if you notice that their firmware updates breaks something.

 

Karl

 
Message 6 of 15
SteffenBaierUK
Polycom Employee & Community Manager

Re: problem with newer firmware on VVX 410 phones on Lync 2013?

Hello Karl@asm.com,

welcome back to the Polycom Community.

As already outlined Go Telecom can and should be able to offer you PPI via Polycom in order for you to get your out of warranty phones looked at.

 

I am not sure who you contacted or spoke to but Go Telecom is the right contact.

 

Utilizing our phones enables customers to upgrade to future software versions at no cost and in your case you have a version that worked before.

 

Troubleshooting such issue is often very complex and usually end customers lack the skillets to work directly with us.

 

I will try and reach out to one of my Dutch colleagues who can hopefully help you or at least point you in the right direction.

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 7 of 15
Karl@asm.com
Occasional Advisor

Re: problem with newer firmware on VVX 410 phones on Lync 2013?

Hello,

 

we tried to get information about a PPI ticket from Go Telecom, but they are unable/unwilling to give us a cost estimate, and we don't want to give them a "carte blanche" for this.

 

For our company it's not easy to get new vendors in, it requires al kind of administrative tasks, while we already have a reationship with Go Telecom.

 

Karl

Message 8 of 15
SteffenBaierUK
Polycom Employee & Community Manager

Re: problem with newer firmware on VVX 410 phones on Lync 2013?

Hello Karl@asm.com,

One of my colleagues should be able to get hold of you. If not I will chase this in a few days.

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 9 of 15
Karl@asm.com
Occasional Advisor

Re: problem with newer firmware on VVX 410 phones on Lync 2013?

Hello,

 

we haven't been contacted by anyone from Polycom about this issue yet..., and it's now April 17th...

Message 10 of 15