Plantronics + Polycom. Now together as Poly Logo

My polycoms ip550, restart

SOLVED
carguello
Visitor

My polycoms ip550, restart

Hi all, this issue is urgent, and would greatly appreciate your help.
I have some IP-Phones 550AB, with FW 3.2.5.0577, which is validated for CIC 3.0 SU 14 (Initeractive Intelligence).
The problem is that when you call any number, at times, the ip-phone restarts. And this is happening to me with all IP-phones of this model.
I detail below the SYSLOG that I generated. I think the part that says [SoNcasC]: App-Ctx (Darwin Arevalo) [0-3700] and part of [InitializeBacklightIntensity]. Starts the shutdown

 

I appreciate your help.

 

 

11:46:31                         |*|00|Initial log entry. Current logging level 4
11:46:31                         |*|00|Initial log entry. Current logging level 4
11:46:31                         |*|00|[SoNcasC]: App-Ctx (Darwin Arevalo) [0-3700]

 

11:51:52                         |*|00|[InitializeBacklightIntensity] m_nDefaultMin = 0, m_nDefaultLow = 65, m_nDefaultMed = 142, m_nDefaultMax = 219.

 

11:52:15                         |6|00|Uploading boot log, time is WED SEP 26 16:51:52 2012

11:52:15                         |*|00|Initial log entry. Current logging level 4
11:52:15                         |*|00|---------- Initial log entry ----------
11:52:15                         |*|00|Platform: Model=SoundPoint IP 550, Assembly=2345-12500-001 Rev=R
11:52:15                         |*|00|Platform: MAC=0004f23b1b23, IP=172.15.222.180, Subnet Mask=255.255.254.0
11:52:15                         |*|00|Platform: BootBlock=3.0.2.0024 (12500-001) 30-Nov-10 15:00
11:52:15                         |*|00|Platform: Bootrom=4.2.2.0710 24-Feb-10 16:23
11:52:15                         |*|00|Application, main: Label=SIP, Version=Buffalo 3.2.5.0643 04-Oct-11 14:33
11:52:15                         |*|00|Application, main: P/N=3150-11530-325
11:52:15                         |*|00|Initial log entry. Current logging level 4

 

Cristhian Arguello V.
Message 1 of 2
1 ACCEPTED SOLUTION

Accepted Solutions
SteffenBaierUK
Polycom Employee & Community Manager

Re: My polycoms ip550, restart

Hello carguello,

welcome to the Polycom Community.

This community is not a replacement for the Polycom Support structure and if the issue is urgent as you say then I can only recommend to work with your reseller as the phone 0004f23b1b23 is still within warranty so you can easily get access to the Polycom support team.

 

In order to troubleshoot this correctly we need to know the circumstances of the call and require a wireshark trace.

 

Please provides this along with any logs and configurations when raising a case via your reseller.

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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

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

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 2 of 2
1 REPLY 1
SteffenBaierUK
Polycom Employee & Community Manager

Re: My polycoms ip550, restart

Hello carguello,

welcome to the Polycom Community.

This community is not a replacement for the Polycom Support structure and if the issue is urgent as you say then I can only recommend to work with your reseller as the phone 0004f23b1b23 is still within warranty so you can easily get access to the Polycom support team.

 

In order to troubleshoot this correctly we need to know the circumstances of the call and require a wireshark trace.

 

Please provides this along with any logs and configurations when raising a case via your reseller.

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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

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

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 2 of 2