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Potential bug/issue on Group series 500 V6.2.2.1-600016

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Occasional Visitor

Potential bug/issue on Group series 500 V6.2.2.1-600016

We have had an issue with a number of our Group 500 units diconnecting ramdomally mid call in the last week or so. 

 

Looking at the CDR report the Q.850 cause code for these calls were 490. I havent been able to find a definition for this code. Someone has mentioned this could be a software issue. 

 

Of the 48 call with this code is reported on 43 of the call dropped out after 18 minutes and 15 or so Seconds

 

All of the units were upgraded to V6.2.2.1-600016 through our resource manager about a month ago, and there was no 490 codes appearing on the report until a week ago. 

 

any ideas on this issue and how to resolve? 

Message 1 of 6
5 REPLIES 5
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Polycom Employee & Community Manager

Re: Potential bug/issue on Group series 500 V6.2.2.1-600016

Hello @Fawnsk ,

 

Welcome to the Poly Community.

 

Posting a serial will enable us to look up the history of a device and point out potential partners who can help you open a Ticket with Poly 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

 

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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
Message 2 of 6
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Regular Advisor

Re: Potential bug/issue on Group series 500 V6.2.2.1-600016

is it a SIP or H323 call?

Message 3 of 6
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Occasional Visitor

Re: Potential bug/issue on Group series 500 V6.2.2.1-600016

it is on SIP calls and only seems to effect incoming call only. H323 call have no issues when we change to them.

Message 4 of 6
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Regular Advisor

Re: Potential bug/issue on Group series 500 V6.2.2.1-600016

Once upon a time I had a similar issue and it was the F5 GTM shutting down the heartbeat call control on RPAD and killing calls. Possibly you have a similar issue in the network traffic flow?

Message 5 of 6
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Regular Advisor

Re: Potential bug/issue on Group series 500 V6.2.2.1-600016

Do you have SIP traces and verbose debug set on the GS?

Message 6 of 6