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Help - Polycom VVX-500s Randomly Reboot

vikan
Occasional Contributor

Help - Polycom VVX-500s Randomly Reboot

Hi, everyone,

I tried to figure this out myself without any luck.


We have 3 Polycom VVX 500 phones with 3 different phone numbers.

 

When somebody calls a phone and they start leaving a voicemail, all the other phones reboot. The other phones are not registered with the same DID as the one where the caller is leavign the voicemail.

 

In other words, they're completely un-related except for the fact of being registered with the same company. This happens quite often and it's really annoying.

 

I was wondering if anyone else has experienced this and what the solution might be?

 

We're using the latest Polycom UC software.

 

I'm also uploading the Log from the phone that just rebooted here:



000017.650|so   |4|00|SoVideoIFrameRequesterC::instanceDestroy - unexpected state, instance was not initialized
000017.650|so   |4|00|SoVideoIFrameRequesterC::instanceDestroy - unexpected state, instance was not initialized
000017.650|so   |4|00|SoVideoIFrameRequesterC::instanceDestroy - unexpected state, instance was not initialized
000017.651|so   |4|00|SoVideoIFrameRequesterC::instanceDestroy - unexpected state, instance was not initialized
000017.651|so   |4|00|SoVideoIFrameRequesterC::instanceDestroy - unexpected state, instance was not initialized
000017.651|so   |4|00|SoVideoIFrameRequesterC::instanceDestroy - unexpected state, instance was not initialized
000017.652|so   |4|00|SoVideoIFrameRequesterC::instanceDestroy - unexpected state, instance was not initialized
000017.652|so   |4|00|SoVideoIFrameRequesterC::instanceDestroy - unexpected state, instance was not initialized
000017.652|so   |4|00|SoVideoIFrameRequesterC::instanceDestroy - unexpected state, instance was not initialized
000017.656|cfg  |5|00|Prm|Parameter dialplan.impossibleMatchHandling requested type 2 but is of type 0
000017.684|usb  |*|00|Initial log entry. Current logging level 4
000017.699|sshc |*|00|Initial log entry. Current logging level 4
000017.701|app1 |*|00|Initial log entry. Current logging level 4
000017.711|app1 |*|00|AppPhoneC::AppPhoneC() Number Of Line Keys = 12
000017.711|app1 |*|00|AppPhoneC::AppPhoneC() - new AppRegLineC, szUser = 932439145
000017.723|app1 |*|00|AppPhoneC::AppPhoneC() - new AppRegLineC, szUser = 104763_8313
000017.730|app1 |*|00|AppPhoneC::AppPhoneC() - new AppRegLineC, szUser = 104763_888
000017.793|ldap |*|00|Initial log entry. Current logging level 4
000017.793|ldap |4|00|cDynamicData::cDynamicData:cDynamicData:Failed
000017.793|abs  |*|00|Initial log entry. Current logging level 4
000017.813|bluet|*|00|Initial log entry. Current logging level 4
000018.062|usb  |*|00|USB input device attached: (vendor=0x0b0e, product=0xa345, version=0x0111)
000018.269|usb  |4|00|USB found HID device: (vendor=0x0b0e, product=0xa345, version=0x0113)
000018.269|usb  |*|00|USB HID device attached: (vendor=0x0b0e, product=0xa345, version=0x0113)
000018.914|btapp|*|00|Initial log entry. Current logging level 4
000018.983|efk  |*|00|Initial log entry. Current logging level 4
000018.985|efk  |4|00|EFK not enabled.
000018.985|efk  |4|00|EFK param failed to initialize.
000018.985|efk  |4|00|EFK feature is disabled.
000019.021|lic  |4|00|License: feature Nuance XT9 is not available
000019.022|cfg  |4|00|Dir|regAppCb set
000019.028|app1 |4|00|getCfgParams
000019.044|slog |*|00|Initial log entry. Current logging level 3
000019.115|cmp  |*|00|Initial log entry. Current logging level 4
000019.119|wmgr |*|00|Initial log entry. Current logging level 4
000019.199|so   |4|00|SoKeyC::procMsg unexpected message 4099
000020.989|pgui |*|00|Initial log entry. Current logging level 4
000022.639|cfg  |5|00|Prm|Parameter keyboard.encoding.selective requested type 2 but is of type 7
000031.502|dhcpc|*|00|Initial log entry. Current logging level 4
000031.778|cfg  |4|00|RT|voIpProt.server.dhcp.option is not specified in config
000032.469|pgui |*|00|Qt Mouse driver created.
000032.613|so   |5|00|SoCoreAudioC::videoWindowResizeMove: Requested yuv chan has not been activated yet.
000032.618|cap  |4|00|[SoVidVideoCaptureManagerC::captureFrameAndProcessLoop][ERROR] No active camera channel found! noActiveCameraChanCt=5
000033.812|dbs  |*|00|Initial log entry. Current logging level 4
000033.817|brow |*|00|Initial log entry. Current logging level 4
000033.833|osd  |*|00|Initial log entry. Current logging level 4
000034.011|clist|*|00|Initial log entry. Current logging level 4
000034.039|app1 |5|00|[connectToDatabase]: dbDirSet activated
000034.051|cfg  |5|00|Prm|Parameter keyboard.encoding.selective requested type 2 but is of type 7
000034.936|cfg  |4|00|RT|DHCP CfgRtMsgDhcpUp is received.
000034.937|cfg  |*|00|RT|Do not do DHCP VLAN Discovery.
000034.937|cfg  |*|00|RT|   Phone IP address is 192.168.1.69.
000034.937|cfg  |*|00|RT|   Subnet mask is 255.255.255.0.
000034.937|cfg  |*|00|RT|   Gateway address is 192.168.1.254.
000034.938|cfg  |*|00|RT|   DNS server is 192.168.1.254.
000034.938|cfg  |*|00|RT|   DNS domain is XXX.net.
000034.938|cfg  |*|00|RT|   GMT offset is -28800 seconds.
000034.940|dns  |*|00|DNS resolver servers are '192.168.1.254' '0.0.0.0'
000034.940|dns  |*|00|DNS resolver search domain is 'XXX.net'
000034.942|cfg  |*|00|RT|Primary IP: 192.168.1.69 subnet mask 255.255.255.0
000034.942|clist|4|00|dbSet::startLoadLocalSet:io in process m_sync=<0x10>
000034.942|clist|4|00|dbSet::load:io in process m_sync=<0x10>
000034.979|so   |*|00|Network initialized. Starting network tasks.
000034.979|ice  |5|00|Network ICE stack failed to initialize in 5000 ms
000034.980|log  |*|00|Install file upload callback for 'so'

000034.996|sip  |5|00|Bind Successful
000034.998|sip  |5|00|Starting Accept Task
000035.023|sip  |*|00|Sip Register Usr:932439145 Dsp:Canera Inc. Auth:'932439145' Inx:0
1105105941|sip  |*|00|Fast Boot Measurement Point: Ready for Call, uptime: 35.261 sec.
1105105941|sip  |*|00|Sip Register Usr:104763_8313 Dsp:Canera Inc. Auth:'104763_8313' Inx:1
1105105941|sip  |*|00|Sip Register Usr:104763_888 Dsp:Victor Canera Auth:'104763_888' Inx:2
1105105941|cfg  |5|00|Prm|Parameter keyboard.encoding.selective requested type 2 but is of type 7
1105105941|cfg  |5|00|Prm|Parameter keyboard.encoding.selective requested type 2 but is of type 7
1105110020|clist|4|00|dbIO::processResult:copy error
1105110020|clist|4|00|dbSet::srv2mem:transfer failed, trying to get local file
1105110020|res  |4|00|[ResFinderC]: Download - Failed to download file Warble.wav, errno 0x2.
1105110020|so   |4|00|[SoToneC]::Failed to find tone Warble.wav - using default
1105110110|cfg  |4|00|Prov|Download of master configuration file failed
1105110110|cfg  |4|00|Prov|Trying to boot from existing configuration
1105110110|cfg  |*|00|Prov|Finished updating configuration
1105110110|so   |*|00|Found core file core.820, uploading to the server
1105110111|res  |4|00|[ResFinderC]: Download - Failed to download file Warble.wav, errno 0x2.
1105110111|so   |4|00|[SoToneC]::Failed to find tone Warble.wav - using default
1105110111|clist|4|00|dbIO::processResult:copy error
1105110111|clist|4|00|dbSet::srv2mem:transfer failed, trying to get local file
1105110156|cfg  |4|00|Core|Error reading Configuration Paramter, trying to upload to the default directory
1105110200|log  |4|00|UtilLogServerC::uploadFifoLog: upload error. protocol 0 result = 0
1105110246|cfg  |4|00|Core|no sub-directory  ("0004f2a9d9e6-5.0.0.7250-core.820.tar.gz")  found, trying to upload to the default directory
1105110250|log  |4|00|UtilLogServerC::uploadFifoLog: upload error. protocol 0 result = 0
1105110336|cfg  |4|00|Core|Problem uploading core file ("/rfs0/0004f2a9d9e6-5.0.0.7250-core.820.tar.gz", "0004f2a9d9e6-5.0.0.7250-core.820.tar.gz") to the server, result=-1
000016.112|log  |*|00|---------- Initial log entry ----------
000008.000|wdog |*|00|Initial log entry. Current logging level 4
000015.882|rdisk|*|00|Initial log entry. Current logging level 4
000015.885|rdisk|*|00|RAM disk created and mounted at "/rfs0"
000015.887|rdisk|*|00|RAM disk created, size: 16,777,216 bytes
000016.099|so   |*|00|Platform: Model=VVX 500, Assembly=3111-44500-001 Rev=A Region=0
000016.101|so   |*|00|Platform: Interface    eth0 MAC=0004f2a9d9e6
000016.103|so   |*|00|Platform: BootBlock=3.0.3.0013 (44500-001) 07-Oct-11 08:34
000016.103|so   |*|00|Platform: BootL1=1.0.0.0018 (44500-001) 06-Oct-11 17:01
000016.108|so   |*|00|Platform: Updater=5.2.0.4086 18-Sep-13 07:46
000016.108|so   |*|00|Application, main: Label=SIP, Version=Ganga 5.0.0.7250 18-Sep-13 07:19
000016.108|so   |*|00|Application, main: P/N=3150-11530-500
000016.108|rdisk|*|00|RAM disk created, size: 16,777,216 bytes
000016.109|ocsp |*|00|O.C.S.P. Enabled = 0
000016.147|tls  |*|00|Initial log entry. Current logging level 4
000016.176|pmt  |*|00|Initial log entry. Current logging level 4
000016.180|ethf |*|00|Initial log entry. Current logging level 4
000016.181|wdog |*|00|Initial log entry. Current logging level 4
000016.182|hw   |*|00|Initial log entry. Current logging level 4
000016.184|ares |*|00|Initial log entry. Current logging level 4
000016.185|dns  |*|00|Initial log entry. Current logging level 4
000016.185|cfg  |*|00|Initial log entry. Current logging level 4
000016.186|cfg  |*|00|Prm|cfgParamBaseProfileUpdate: Using Base Profile Generic
000016.194|dot1x|*|00|Initial log entry. Current logging level 4
000016.206|ethf |4|00|utilEthFilterInit: VLAN Filter enabled, Storm Filter enabled
000016.330|lic  |*|00|Initial log entry. Current logging level 4
000016.341|lic  |5|00|cfgCfsFlashKeyScratchLoad: could not load flash len 976
000016.384|curl |*|00|Initial log entry. Current logging level 4
000016.384|utilm|*|00|Initial log entry. Current logging level 4
000016.384|copy |*|00|Initial log entry. Current logging level 4
000016.384|rtos |*|00|Initial log entry. Current logging level 4
000016.389|sec  |*|00|Initial log entry. Current logging level 4
000016.404|so   |*|00|Configuration files: lobby.cfg, global.cfg
000016.404|so   |*|00|Configuration file "lobby.cfg" SHA1 digest: Unknown
000016.404|so   |*|00|Configuration file "global.cfg" SHA1 digest: Unknown
000016.413|log  |*|00|Log render level set to 1
000016.418|pcap |*|00|On-Phone Packet Capture disabled
000016.420|srtp |*|00|Initial log entry. Current logging level 4
000016.427|cfg  |5|00|Prm|Parameter 0 is out of range
000016.435|res  |*|00|Initial log entry. Current logging level 4
000016.437|httpa|*|00|Initial log entry. Current logging level 4
000016.437|lldp |*|00|Initial log entry. Current logging level 4
000016.438|cdp  |*|00|Initial log entry. Current logging level 4
000016.440|pcd  |*|00|Initial log entry. Current logging level 4
000016.452|tickt|*|00|Initial log entry. Current logging level 4
000016.464|utilm|4|00|uBLFUnCompressed: File /ffs0/Config/Local/WebTicket/0/sip.usr doesn't exist or is empty
000016.467|tickt|4|00|soWebTicketCertMove: Could not copy key to new slot
000016.468|tickt|4|00|soWebTicketCertMove: Could not copy cert to new slot
000016.468|tickt|4|00|soWebTicketCertMove: Could not copy SIP user to new slot
000016.469|tickt|4|00|soWebTicketCertMove: Could not copy SIP uuid to new slot
000016.469|tickt|4|00|soWebTicketCertMove: Could not copy server to new slot
000016.472|loc  |*|00|Initial log entry. Current logging level 4
000016.481|ssps |*|00|Initial log entry. Current logging level 4
000016.510|ssps |5|00|Allocated 36992 bytes for SspsHdiMemBase=0x41a00f08
000016.830|so   |*|00|System Info Reports:
000016.830|so   |*|00|  Cpu is ARMv6-compatible processor rev 7 (v6l), ID: 0x111070b2, running at 500MHz.
000016.830|so   |*|00|  Board is identified as PolycomVVX-VVX_500.
000016.830|so   |*|00|  DRAM_SIZE: 224 MB
000016.830|so   |*|00|  NAND flash detected is 20
000016.831|key  |*|00|Initial log entry. Current logging level 4
000016.845|httpd|*|00|Initial log entry. Current logging level 4
000016.848|poll |*|00|Initial log entry. Current logging level 4
000016.850|push |*|00|Initial log entry. Current logging level 4
000016.850|poll |*|00|Initial log entry. Current logging level 4
000016.851|poll |*|00|Initial log entry. Current logging level 4
000016.851|poll |*|00|Initial log entry. Current logging level 4
000016.851|poll |*|00|Initial log entry. Current logging level 4
000016.851|poll |*|00|Initial log entry. Current logging level 4
000016.852|ht   |*|00|Initial log entry. Current logging level 4
000016.853|cap  |*|00|Initial log entry. Current logging level 4
000016.855|vid  |*|00|Initial log entry. Current logging level 4
000016.855|vid  |5|00|init: Could not start display driver.
000016.861|dbuf |*|00|Initial log entry. Current logging level 4
000016.869|ssps |*|00|sspsMain: Set HDI mem to be 0, was 0
000016.884|ssps |*|00|Application, comp. 1: Label=PolyDSP Vino BCM11107 Mem1 FS1, Version=7.4.2.4240 15-May-2013 10:54
000016.884|ssps |*|00|Application, comp. 1: P/N=3150-11580-742.
000016.887|ice  |*|00|Initial log entry. Current logging level 4
000016.890|pps  |*|00|Initial log entry. Current logging level 4
000016.891|sip  |*|00|Initial log entry. Current logging level 4
000016.892|sipt |*|00|Initial log entry. Current logging level 4
000016.892|sipp |*|00|Initial log entry. Current logging level 4
000016.899|ptt  |*|00|Initial log entry. Current logging level 4
000016.904|xmpp |*|00|Initial log entry. Current logging level 4
000016.976|so   |5|00|soCoreAudio compiledOffsetsApply error: unrecognized verAudio 20 for bluetooth headset
000017.250|cap  |4|00|[SoVidVideoCaptureManagerC::captureFrameAndProcessLoop][ERROR] No active camera channel found! noActiveCameraChanCt=1
000017.254|ssps |5|00|Failed to create 'SoVidDecoderFacadeC' object
000017.255|ssps |5|00|Failed to create 'SoVidDecoderFacadeC' object
000017.255|cap  |4|00|[SoVidVideoCaptureManagerC::captureFrameAndProcessLoop][ERROR] No active camera channel found! noActiveCameraChanCt=3
000017.637|pwrsv|*|00|Initial log entry. Current logging level 4
000017.640|so   |*|00|Using TCP IP Media Port, configured initial RTP port 2222
000017.652|so   |4|00|SoVideoIFrameRequesterC::instanceDestroy - unexpected state, instance was not initialized
000017.655|so   |4|00|SoVideoIFrameRequesterC::instanceDestroy - unexpected state, instance was not initialized
000017.655|so   |4|00|SoVideoIFrameRequesterC::instanceDestroy - unexpected state, instance was not initialized
000017.656|so   |4|00|SoVideoIFrameRequesterC::instanceDestroy - unexpected state, instance was not initialized
000017.657|so   |4|00|SoVideoIFrameRequesterC::instanceDestroy - unexpected state, instance was not initialized
000017.657|so   |4|00|SoVideoIFrameRequesterC::instanceDestroy - unexpected state, instance was not initialized
000017.657|so   |4|00|SoVideoIFrameRequesterC::instanceDestroy - unexpected state, instance was not initialized
000017.658|so   |4|00|SoVideoIFrameRequesterC::instanceDestroy - unexpected state, instance was not initialized
000017.658|so   |4|00|SoVideoIFrameRequesterC::instanceDestroy - unexpected state, instance was not initialized
000017.658|so   |4|00|SoVideoIFrameRequesterC::instanceDestroy - unexpected state, instance was not initialized
000017.659|so   |4|00|SoVideoIFrameRequesterC::instanceDestroy - unexpected state, instance was not initialized
000017.659|so   |4|00|SoVideoIFrameRequesterC::instanceDestroy - unexpected state, instance was not initialized
000017.659|so   |4|00|SoVideoIFrameRequesterC::instanceDestroy - unexpected state, instance was not initialized
000017.660|so   |4|00|SoVideoIFrameRequesterC::instanceDestroy - unexpected state, instance was not initialized
000017.660|so   |4|00|SoVideoIFrameRequesterC::instanceDestroy - unexpected state, instance was not initialized
000017.660|so   |4|00|SoVideoIFrameRequesterC::instanceDestroy - unexpected state, instance was not initialized
000017.661|so   |4|00|SoVideoIFrameRequesterC::instanceDestroy - unexpected state, instance was not initialized
Message 1 of 6
5 REPLIES 5
SteffenBaierUK
Polycom Employee & Community Manager

Re: Help - Polycom VVX-500s Randomly Reboot

Hello Vikan,

welcome back to the Polycom Community.

 

Please be aware that UCS 5.0.1 is the currently latest Software for LYNC or Broadworks server.

 

If you are not using any of the above I would suggest you downgrade to UCS 4.1.5 instead.

 

Looking at your log I can see multiple errors with EFK and also some WAV file not being able to be found.

 

I would suggest you contact your reseller directly or work with our Polycom support team as I can see the phone attempting to write a core dump which would provide troubleshooting insight for our support team.

 

Ensure you are verifying your configuration first.


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

----------------
The title Poly Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.

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

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
vikan
Occasional Contributor

Re: Help - Polycom VVX-500s Randomly Reboot

My Polycomm reseller has no idea about this issue unfortunately.

I was hoping that somebody else having the same issue would share a solution.

I know that I loaded a custom WAV file in the phone's admin panel. Maybe that's the reason for the WAV error.

 

I have no idea what an EFK error is though.

Message 3 of 6
SteffenBaierUK
Polycom Employee & Community Manager

Re: Help - Polycom VVX-500s Randomly Reboot


@SteffenBaierUK wrote:

Hello Vikan,

I would suggest you contact your reseller directly or work with our Polycom support team as I can see the phone attempting to write a core dump which would provide troubleshooting insight for our support team.

 

Ensure you are verifying your configuration first.


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


 

----------------
The title Poly Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.

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

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 6
JRFoster
Advisor

Re: Help - Polycom VVX-500s Randomly Reboot

Thanks Steffen. Can you agree that this was a core dump, meaning the phone rebooted due to a issue? Can these be read?

Message 5 of 6
SteffenBaierUK
Polycom Employee & Community Manager

Re: Help - Polycom VVX-500s Randomly Reboot

Hello JRGoster,

the logs of this post from back in 2013 show that the phone wants to upload a core dump.

 

This usually happens of anything is wrong but does not necessarily mean the phone has rebooted.

 

As I asked the user back then these files need to be supplied to Polycom support so we can analyze the root cause. We need in addition details on the configuration.

 

I added this to the FAQ:

 

Feb 16, 2016 Question:What is / are the core.tgz file on a provisioning server ?

Resolution: A core dump is uploaded by the phone if a phone crashed for some reason. Please provide these to Polycom support for further analysis.


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

----------------
The title Poly Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.

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

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 6 of 6