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- Re: IP6000 500 Internal Server Error
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07-07-2016 11:58 AM
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.
Solved! Go to Solution.
Accepted Solutions
07-08-2016 01:09 AM
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
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
07-07-2016 01:24 PM
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.
07-07-2016 01:52 PM
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
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
07-08-2016 01:09 AM
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
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
07-08-2016 10:22 AM
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.
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