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IP6000 500 Internal Server Error

SOLVED
Squigley
Valued Contributor

IP6000 500 Internal Server Error

 

We have a customer with an IP6000, running 4.0.7, which was able to bring up a call, and 50 minutes later when the carrier was refreshing the session via a re-INVITE, the phone instead returned "500 Internal Server Error". This caused the call to be taken down by the switch (which is valid as per RFC3261), and when the BYE was sent to the IP6000, it again responded with another "500 Internal Server Error":

 

INVITE sip:232@192.168.100.20:5080 SIP/2.0
Via: SIP/2.0/UDP [redacted]:5060;branch=z9hG4bKnOqx912V9z7hbcIR5F04AD
Call-ID: bb7c6933-bb7c6933-bb7c6933@192.168.100.20
Contact: <sip:[redacted]:5060;transport=udp>
CSeq: 101 INVITE
Expires: 180
From: <sip:[redacted]@[redacted];user=phone>;tag=z278i4tbnWYVqkiZ5C7282
Max-Forwards: 68
Organization: MetaSwitch
To: "Boardroom Kingston 2" <sip:232@[redacted]>;tag=BB7C6933-BB7C6933
Date: Wed, 06 Jul 2016 16:19:29 GMT
Server: NetSapiens SiPBx 1-1224j2
Allow-Events: message-summary, refer, dialog, line-seize, presence, call-info, as-feature-event
Content-Type: application/sdp
Content-Length: 233

[sdp removed]

response:

 

SIP/2.0 500 Internal Server Error
Via: SIP/2.0/UDP [redacted]:5060;branch=z9hG4bKnOqx912V9z7hbcIR5F04AD
From: <sip:[redacted]@[redacted];user=phone>;tag=z278i4tbnWYVqkiZ5C7282
To: "Boardroom Kingston 2" <sip:232@[redacted]>;tag=BB7C6933-BB7C6933
CSeq: 101 INVITE
Call-ID: bb7c6933-bb7c6933-bb7c6933@192.168.100.20
User-Agent: PolycomSoundStationIP-SSIP_6000-UA/4.0.7.2514_64167f0507da
Accept-Language: en
Retry-After: 5
Content-Length: 0

Taking down the call:

 

BYE sip:232@192.168.100.20:5080 SIP/2.0
Via: SIP/2.0/UDP [redacted]:5060;branch=z9hG4bK2UhXGV120k5nff7k5F04B3
To: "Boardroom Kingston 2" <sip:232@[redacted]>;tag=BB7C6933-BB7C6933
From: <sip:[redacted]@[redacted];user=phone>;tag=z278i4tbnWYVqkiZ5C7282
Call-ID: bb7c6933-bb7c6933-bb7c6933@192.168.100.20
CSeq: 102 BYE
Contact: <sip:[redacted]:5060;transport=udp>
Max-Forwards: 70
Content-Length: 0

Phone response:

 

SIP/2.0 500 Internal Server Error
Via: SIP/2.0/UDP [redacted]:5060;branch=z9hG4bK2UhXGV120k5nff7k5F04B3
From: <sip:[redacted]@[redacted];user=phone>;tag=z278i4tbnWYVqkiZ5C7282
To: "Boardroom Kingston 2" <sip:232@[redacted]>;tag=BB7C6933-BB7C6933
CSeq: 102 BYE
Call-ID: bb7c6933-bb7c6933-bb7c6933@192.168.100.20
User-Agent: PolycomSoundStationIP-SSIP_6000-UA/4.0.7.2514_64167f0507da
Accept-Language: en
Content-Length: 0

Is the phone just crashing causing this response? I have never seen a 500 error from an IP6000 before, only from VVXx00 phones when they are being sent a high rate of NOTIFY packets.

Message 1 of 6
1 ACCEPTED SOLUTION

Accepted Solutions
SteffenBaierUK
Polycom Employee & Community Manager

Re: IP6000 500 Internal Server Error

Hello Squigley and all,

after looking at this again this morning I can see that this SSIP6000 has a MAC of 64167F0507DA and therefore (apart from running an old UC Software 4.0.7 build) should be running 4.0.7.4180 rts18 I instead due a known issue with the new MAC Address Range.

 

We did Notify customers about this here:

 

Simply upgrading to a currently supported software version should enable you to verify this.

 

UC Software 4.0.11 , which also includes the fix for this, was released yesterday.


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 Polycom 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

View solution in original post

Message 4 of 6
5 REPLIES 5
Squigley
Valued Contributor

Re: IP6000 500 Internal Server Error

 

Also, this is not an isolated one off, it's happened to the customer 3 times in the last week. If it was the phone just crashing and needing a reboot, then I would expect that they would be having issues making the call in the first place, not being able to bring the call up until the session needs refreshing 50 minutes later, and then having this error.

Message 2 of 6
SteffenBaierUK
Polycom Employee & Community Manager

Re: IP6000 500 Internal Server Error

Hello Squigley,

welcome back to the Polycom Community.


You are using an unsupported software. Please upgrade to the latest software and please be aware UC Software 4.0.11 is about to be released.

 

If the issue still occurs go forward and raise this with our support team.


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 Polycom 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 3 of 6
SteffenBaierUK
Polycom Employee & Community Manager

Re: IP6000 500 Internal Server Error

Hello Squigley and all,

after looking at this again this morning I can see that this SSIP6000 has a MAC of 64167F0507DA and therefore (apart from running an old UC Software 4.0.7 build) should be running 4.0.7.4180 rts18 I instead due a known issue with the new MAC Address Range.

 

We did Notify customers about this here:

 

Simply upgrading to a currently supported software version should enable you to verify this.

 

UC Software 4.0.11 , which also includes the fix for this, was released yesterday.


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 Polycom 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

View solution in original post

Message 4 of 6
Squigley
Valued Contributor

Re: IP6000 500 Internal Server Error

 

Thanks Steffen,

 

Before I saw your response, I came to the same conclusion when I looked into it properly. I should have noticed the MAC address in the User Agent string.

 

I had asked our provisioning team to contact me before issuing any of the new MAC devices to customers, since they either needed newer firmware, or the HotFix version that was provided to me by your engineers, rather than the version with the known issue which I was aware of.

 

I have loaded 4.0.11 onto our provisioning server now, and upgraded this device. I expect that this will resolve the issue. Thanks.

Message 5 of 6
Squigley
Valued Contributor

Re: IP6000 500 Internal Server Error

After loading FW 4.0.11.0583 on the phone, I confirmed that this resolved the issue.

Message 6 of 6