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The HP Community is where owners of HP products, like you, volunteer to help each other find solutions.
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‎05-27-2013 12:42 PM

HP Recommended

Hi,

 

i have around 30 330 ip phones in my company.

 

in the last few days more and more users complaint that their phone is not working. when i checked i see that don't get IP.

The phones that didn't restart in the last few days still working but after restarting them the same happens.

 

when i put packet trace i see the phones requesting for DHCP and the following stream:

 

DHCP Discover

DHCP Offer

DHCP Request

DHCP Ack

 

every step looks fine and at the ACK respond i can see all parameters (dns, router, boot server, domain, etc...)

 

1 second after the ACK i can see the phone request again for IP, DHCP Discover and everything all over again...

 

it happens on all phone and nothing was changed.

 

the 330 phones have a VLAN of their own and the DHCP server located at another VLAN (firewall is doing DHCP relay)

 

 

Any assistance will be appreciated!

 

Thanks

 

 

4 REPLIES 4

‎05-27-2013 03:32 PM

HP Recommended

UPDATE:

 

firmware version: 4.3.0.0246

the VLAN is assigned by cisco command "switchport access vlan "VLAN NAME""

no special voice command on the port.

 

it was always like this and was working for 5 years until few days ago.

Was this reply helpful? Yes No

‎05-28-2013 04:39 AM

HP Recommended

Hello CellcomGSM,

welcome to the Polycom Community. The Information you posted is not the SIP / UCS Version.

The community's VoIP FAQ contains this post here:

 

Oct 7, 2011 Question: How can I find out my SIP UC Software Version or the BootROM Version of my Phone?
Resolution: Please check => here <=

 

Something has clearly changed in your network to prevent multiple phones from acquiring the correct VLAN / DHCP configuration. Usually CDP can supply the VLAN or DHCP options can be used.

 

I would suggest a spanned port and using wireshark and then probably, as the phone is unable to write any log files to a provisioning server, to utilize Syslog.

 

This is explained here:

 

Oct 17, 2011 Question: How can change Logging Levels or use Syslog?

Resolution: Please check => here <=

 

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: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
Was this reply helpful? Yes No

‎05-28-2013 04:05 PM

HP Recommended

Hi,

i found the problem. it was not related to polycom at all but to my network (there was a VLAN leaking).

 

thank you anyway.

 

 

you can close or delete this post.

Was this reply helpful? Yes No

‎05-28-2013 04:13 PM

HP Recommended

Hello CellcomGSM,

 

not a problem and we usually keep these post's exactly for this reason for other users to find the post for similar issues.

 

Best Regards

 

Steffen Baier

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
Was this reply helpful? Yes No
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