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VVX 401 Randomly Unable to Connect to Skype

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VVX 401 Randomly Unable to Connect to Skype

Phone Model: VVX 401

Part Number 3111-48400-001 Rev:A

UC Software Version: 5.4.1.17954

Updater Version: 5.6.1.23318

 

User of the phone reported last week that they weren't able to log into Skype with their VVX 401. I went to the site last week and made a couple of changes to rule out the issue, namely changing the DNS server to an external one temporarily (rather than the onsite MS DNS). Phone came up and logged in. Changed the DNS back to the internal one and after a reboot, it came right up again... Puzzling. Net-Net I didn't change anything and it just started working.

 

Fast forward to this week, user is reporting issues again... I've confirmed that the sipinternal/sipexternal records do not exist anywhere (and never have), but we do have the normal _sip._tcp and _sip._tls records both internal and externally. Here's what I see in the logs:

0206132336|sip |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'sipinternal.mydomain.com' found no records
0206132336|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'sipinternal.mydomain.com' found no records
0206132336|sip |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'sipexternal.mydomain.com' found no records
0206132336|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'sipexternal.mydomain.com' found no records
0206132336|copy |4|00|Configuration of URL failed
0206132336|log |4|00|UtilLogServerC::uploadFifoLog: upload error. protocol 0 result = 0
0206132336|sip |4|00|SSL_get_error Error code=5,rc(-1)
0206132336|sip |4|00|TLS Listen Thread Exit
0206132336|sip |5|00|Send SSL_get_error nLen -1 nError 5 = error:00000000:lib(0):func(0):reason(0)
0206132354|pps |5|00|[PpsHybridC]: OnEvRegistrarUpdate clearing voice mail uri on sipstate Unregistered
0206132529|cfg |4|00|Prov|CfgDhcpInformControl::ExtractOptions: DHCP ACK message failed initial validation. Skipping parsing of DHCP options.
0206132537|cfg |4|00|Prov|CfgDhcpInformControl::ExtractOptions: DHCP ACK message failed initial validation. Skipping parsing of DHCP options.
0206132540|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'mydomain.com' found no records
0206132540|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'mydomain.com' found no records
0206132540|sip |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'sipinternal.mydomain.com' found no records
0206132540|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'sipinternal.mydomain.com' found no records
0206132540|sip |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'sipexternal.mydomain.com' found no records
0206132540|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'sipexternal.mydomain.com' found no records
0206132540|sip |4|00|SSL_get_error Error code=5,rc(-1)
0206132540|sip |4|00|TLS Listen Thread Exit
0206132540|sip |5|00|Send SSL_get_error nLen -1 nError 5 = error:00000000:lib(0):func(0):reason(0)
0206132558|pps |5|00|[PpsHybridC]: OnEvRegistrarUpdate clearing voice mail uri on sipstate Unregistered
0206132830|cfg |4|00|Prov|CfgDhcpInformControl::ExtractOptions: DHCP ACK message failed initial validation. Skipping parsing of DHCP options.
0206132838|cfg |4|00|Prov|CfgDhcpInformControl::ExtractOptions: DHCP ACK message failed initial validation. Skipping parsing of DHCP options.
0206132841|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'mydomain.com' found no records
0206132841|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'mydomain.com' found no records
0206132841|sip |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'sipinternal.mydomain.com' found no records
0206132841|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'sipinternal.mydomain.com' found no records
0206132841|sip |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'sipexternal.mydomain.com' found no records
0206132841|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'sipexternal.mydomain.com' found no records
0206132841|sip |4|00|SSL_get_error Error code=5,rc(-1)
0206132841|sip |4|00|TLS Listen Thread Exit
0206132841|sip |5|00|Send SSL_get_error nLen -1 nError 5 = error:00000000:lib(0):func(0):reason(0)
0206132859|pps |5|00|[PpsHybridC]: OnEvRegistrarUpdate clearing voice mail uri on sipstate Unregistered
Message 1 of 2
1 REPLY 1
Polycom Employee & Community Manager

Re: VVX 401 Randomly Unable to Connect to Skype

Hello ramseyja13,

welcome to the Polycom Community.

Firstly you should upgrade to a currently supported Version like UC Software 5.5.1 and then re-test.

 

 In addition please lower the DNS and the SIP levels and post a whole log.

 

If you are unable to do so please work with your reseller.


In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you.

If this is some sort of an Internet discounter please post your phone's MAC address so I can look up who would be able to support you.

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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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
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