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HDX7000 Rebooting during calls

RickNY
Occasional Contributor

HDX7000 Rebooting during calls

 

Hi.. We have an HDX7000 that has begun rebooting at random times during videoconferences.. Looking at the logs, the instances show warnings about system temperatures followed by CRITICAL watchdogd: prox not responding messages - which correspoind to when the reboots occur.

 

I've tried updating 3.1.12-54021 but the uesers are still encountering this issue.. Any ideas on what we can try to correct this?

 

Thanks,

Rick

 

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2 REPLIES 2
mschulze
Esteemed Contributor

Re: HDX7000 Rebooting during calls

Hi Rick,

is the HDX installed proberly? With needed airflow and ambient temperatures? The data sheet provides specs on the operating temperature range and if it does not fit them, it can cause this behaviour. Or the system fan is not working properly. How high is the temperature written down in the log?

 

Message 2 of 3
RickNY
Occasional Contributor

Re: HDX7000 Rebooting during calls

Hello.. The unit has been in service since 2011 in the same location.. The unit is installed on an open shelf and has plenty of airflow in a climate controlled conference room..  One thing of note is that the rebooting issue appears to occur during VTC to the Zoom service.. In the past, we had primarily used Blue Jeans.. I did note that Blue Jeans calls utilize a data rate of 1600 Kbps, while Zoom is using 1920.. We have the encryption setting on the Polycom set to "Use if available", and Zoom is utilizing AES encryption.. The reboots seem to occur during sessions that start to approach 45-60 mins in duration.. My theory is that with the encryption, and the 1920 bitrate, it may be at the limits of pushing the processor - so in an effort to see if it makes a difference, I have limited the unit to 1600 Kbps to see if it makes a difference -- I just did that yesterday.

 

Here is the error log beginning with when the issue started occuring:

 

2017-05-10 13:43:01 CRITICAL watchdogd: proc 4 not responding
2017-05-10 13:45:03 : WARNING:System Temperature: 52.0 Fan speed: 96
2017-08-04 19:54:15 CRITICAL watchdogd: proc 4 not responding
2017-08-04 19:56:17 : WARNING:System Temperature: 53.0 Fan speed: 96
2017-09-28 16:21:55 CRITICAL watchdogd: proc 4 not responding
2017-09-28 16:23:58 : WARNING:System Temperature: 54.0 Fan speed: 96
2018-02-16 15:33:40 CRITICAL watchdogd: proc 4 not responding
2018-02-16 15:35:42 : WARNING:System Temperature: 55.0 Fan speed: 96
2018-02-22 19:19:07 CRITICAL watchdogd: proc 4 not responding
2018-02-22 19:21:09 : WARNING:System Temperature: 55.0 Fan speed: 96
2018-02-22 19:37:59 CRITICAL watchdogd: proc 4 not responding
2018-02-22 19:40:10 : WARNING:System Temperature: 55.0 Fan speed: 96
2018-02-22 21:02:15 : WARNING:System Temperature: 50.0 Fan speed: 96
2018-02-22 21:47:42 : WARNING:System Temperature: 50.0 Fan speed: 96
2018-02-26 19:41:45 CRITICAL watchdogd: proc 5 not responding
2018-02-26 19:43:48 : WARNING:System Temperature: 56.0 Fan speed: 96
2018-02-27 15:57:27 : WARNING:System Temperature: 50.0 Fan speed: 96
2018-03-05 19:59:31 CRITICAL watchdogd: proc 4 not responding
2018-03-05 20:01:43 : WARNING:System Temperature: 55.0 Fan speed: 96
2018-03-05 20:23:22 CRITICAL watchdogd: proc 4 not responding
2018-03-05 20:25:22 : WARNING:System Temperature: 55.0 Fan speed: 96
2018-03-05 20:53:43 : WARNING:System Temperature: 51.0 Fan speed: 96

 

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