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HDX reporting OverTemp alerts.

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Trusted Contributor

HDX reporting OverTemp alerts.

An HDX800 that has been hapilly operating in it's AV Rack for a couple of years has recently been s/w updated to V3.1.3.2.

 

It's now reporting overtemps, but has not, as yet, crashed.

 

Have the parameters for OverTemp been narrowed recently?

 

Pete

Message 1 of 8
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Polycom Employee & Community Manager

Re: HDX reporting OverTemp alerts.

Hello Pete,

 

there already have been a few similar post's and this is a recent addition to the logs.

 

We are currently liaising this internally but as a reference please note Video-110286.

 

The verbiage of the log message may need to be reworked as it may falsely alarm users and the temperature is within acceptable ranges.

 

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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Message 2 of 8
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Polycom Employee & Community Manager

Re: HDX reporting OverTemp alerts.

Hello Pete,

 

there already have been a few similar post's and this is a recent addition to the logs.

 

We are currently liaising this internally but as a reference please note Video-110286.

 

The verbiage of the log message may need to be reworked as it may falsely alarm users and the temperature is within acceptable ranges.

 

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

----------------

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

View solution in original post

Message 2 of 8
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Trusted Contributor

Re: HDX reporting OverTemp alerts.

Hi Steffen & thanks for the prompt reply.

Where can I find Video-110286 as the KB doesn't find it.

Pete

Message 3 of 8
Polycom Employee & Community Manager

Re: HDX reporting OverTemp alerts.

Hello Pete,

 

its our internal database and just a reference when escalting 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

----------------

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 8
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Trusted Contributor

Re: HDX reporting OverTemp alerts.

The logs, which are intended for Polycom service and engineering, have new information in them which was added when engineering was isolating and resolving an elusive issue with the HDX systems.  This included things like fan speed and temperature.  Limits for this information was set in the logs so engineering could gather the needed data when escalations where raised.

 

With version 3.1.4 there will be an UI alert as talked about  in the Release notes.  See the section on "System Temperature Threshold Alert" for details.

 

This is set to alert the user when the internal temperature reaches a point where the ambient temperature is above the recommended point.  This is the alarm the customers should be concerned with and make sure the HDX is properly installed with the appropriate airflow and ambient temperatures are within the specifications outlined on the data sheet.

 

HDX version 3.1.4 is posted on the support web site for download.

Message 5 of 8
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Occasional Visitor

Re: HDX reporting OverTemp alerts.

Hi All,

 

I'm getting the same messages from a HDX 7000 upgraded to 3.1.4.

 

"2014-09-11 00:08:23 : WARNING:System Temperature: 55.0 Fan speed: 96"

 

Sorry I'm a bit confused. "The verbiage of the log message may need to be reworked as it may falsely alarm users and the temperature is within acceptable ranges."

 

Does this mean that the temperature is OK but the verbiage is wrong ? I checked through admin and integrator guide and but I couldn't find what is acceptable range. There is ambient temp range which is 40C but no mention to System Temp. acceptable range. What is acceptable range for System Temperature ? is 55C OK ?

 

If not I need to check fans etc, because the system is not in a cabinet and it is in a meeting room so it is not possible for the ambiant temp to exceed 40C.  

 

Regards.

Message 6 of 8
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Occasional Visitor

Re: HDX reporting OverTemp alerts.

Hi,

 

We have upgraded the firmware version to 3.1.14 but still getting the below error.

 

2019-09-26 08:16:13 INFO avc: pc[0]: FAN: WARNING:System  Temperature is : 50.0  Fan speed = 96

2019-10-01 11:05:47 INFO avc: pc[0]: FAN: WARNING:System  Temperature is : 51.0  Fan speed = 96

 

Kindly guide how to fix it.

 

Regards,

Ajaykumar

Message 7 of 8
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Polycom Employee & Community Manager

Re: HDX reporting OverTemp alerts.

Hello @ajaykumar ,

 

Welcome to the Poly Community.

I assume this post >here< explains why you are getting this error and also explains how to get rid of this i.e. ensure sufficient airflow and cooling is available.


Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

----------------

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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