Polycom VVX Boot Loop

[Anonymous]

Hi

We have a Polycom VVX phone that was stuck uploading core files 1 out of 6.

We formated the file system, started an FTP server and pointed the phone to the FTP Server so it could download the application files again and update in the hope this would resolve the issue.

Unfortuantely, this doesnt appear to have resolved the issue.

The phone still gets to uploading 1 of 1 core files, it will sometimes pass this.

Once it has passed it will boot normally, and you can access the phone. However it will then randomly reboot.

I have checked the app.log and i have the below:

000443.422|pgui |5|00|CPolyApplication::onError for ./ec, error is The process has crashed
000444.536|pgui |5|00|./ec is being restarted
000444.570|pgui |5|00|CPolyApplication::onError for ./browser, error is The process has crashed
000448.576|pgui |5|00|./browser is being restarted
000448.736|ec   |*|00|Initial log entry. Current logging level 4
000450.918|app1 |4|00|[AppExchangeUiC::populateAutoDiscoverUrl] Internal & External EWS url's are empty
000450.957|pgui |5|00|Received theme(1) : Existing Theme(1)
000451.255|brow |*|00|Initial log entry. Current logging level 4
000500.109|pgui |5|00|CPolyApplication::onError for ./browser, error is The process has crashed
000500.895|acom |4|00|App "ec" has failed to read a message, error number = 92
000500.895|acom |5|00|AppComServer encountered a connection error.
000500.895|acom |4|00|Application ec from 127.0.0.1 [50905] has been disconnected.
000500.910|pgui |5|00|./browser is being restarted
000500.952|pgui |5|00|CPolyApplication::onError for ./ec, error is The process has crashed
000504.511|app1 |5|00|AppPhoneLockC::Init - bPhoneLockState [0]
000504.956|pgui |5|00|./ec is being restarted
000505.961|brow |*|00|Initial log entry. Current logging level 4
000507.270|pgui |5|00|CPolyApplication::onError for ./browser, error is The process has crashed
000511.270|pgui |5|00|./browser is being restarted
000511.459|ec   |*|00|Initial log entry. Current logging level 4
000513.382|pgui |5|00|CPolyApplication::onError for ./ec, error is The process has crashed
000516.546|cfg  |4|00|RT|cfgReadAnyConfigFromFlash: Data length is invalid (0xffffffff bytes).
000516.546|cfg  |4|00|RT|cfgReadAnyConfigFromFlash: error reading config, using defaults
000517.383|pgui |5|00|./ec is being restarted
000517.692|brow |*|00|Initial log entry. Current logging level 4
000519.706|pgui |5|00|CPolyApplication::onError for ./browser, error is The process has crashed
000523.707|pgui |5|00|./browser is being restarted
000523.855|app1 |*|00|Key bounce detected, 84 skipped, rtosTickGet() = 12708, m_preKeyTicks = 12702
000526.244|ec   |*|00|Initial log entry. Current logging level 4
000528.592|brow |*|00|Initial log entry. Current logging level 4
000529.619|app1 |4|00|[AppExchangeUiC::populateAutoDiscoverUrl] Internal & External EWS url's are empty
000529.828|pgui |5|00|Received theme(1) : Existing Theme(1)
000530.818|pgui |5|00|CPolyApplication::onError for ./browser, error is The process has crashed
000531.921|acom |4|00|App "ec" has failed to read a message, error number = 92
000531.921|acom |5|00|AppComServer encountered a connection error.
000531.922|acom |4|00|Application ec from 127.0.0.1 [25515] has been disconnected.
000531.938|pgui |5|00|./browser is being restarted

Any idea why we would be seeing these errors?

I am waiting for more detailed logs and also the boot log, once i have these i will upload them.

I am changing the global log level to debug, if you can recommend any other logs i should change please let me know.

Thanks,

RobT

[Anonymous]

Attached are the tar.gz files from the provisioning server

[SteffenBaierUK]

Hello @RobT,

welcome back to the Polycom Community.

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

This also allows yourself and others to check against current software release notes, Administrator Guides or FAQ post’s.

The above is also stated in the "Must Read First" and is the absolute minimum requirement every new post should include. .

In addition providing us with this basic information gives Polycom an idea what Software Versions are used in the field and avoids wasting time trying to troubleshoot issues which have already been addressed.

Therefore the Polycom VoIP FAQ contains this post here:

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

Your previous post where in the Skype for Business section but this time you posted in the openSIP section.

Is this regarding S4B or openSIP?

Does the phone load the same configuration from the server ?

Only Polycom Support can look at these core files so please get this into support.

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

[SteffenBaierUK · Accepted solution]

Hello @RobT,

I had a quick look at the attached and there are no logs just a core dump.

I cannot look at core dumps as this needs engineering involved aka a Ticket.

So far we do not know if this is Skype for Business or openSIP.

If Skype for Business please have the relevant Polycom Skype for Business license per phone as outlined => here <= ready before raising this via Nycomm Ltd who sold these phones back in 17/01/2017.

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

[Anonymous]

Hi @SteffenBaierUK

The phones were running firmware 5.6.1, we have updated to 5.7.0 and this issue remains.

These phones are running Skype for Business.

I have raised a call with our supplier and i am waiting to hear back from them regarding this issue.

Thanks,

RobT