One way audio after hold when using SRTP

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Occasional Contributor

One way audio after hold when using SRTP

We currently have deployed VVX 400 devices running UC version 5.7.0 and we noticed that sometimes when retrieving phone calls from hold that there is one way audio. Specifically that the other party that is retrieving the call cannot hear the other side of the call. The other side of the call always hears the caller though, and we also hear the both parties in the recorded call.

 

To replicate it:

- make a call where Phone is using SRTP
- during the duration of the call the SRTP sequence number exceeds maximum value of 0xffff (65535) and starts again from 0
-after this, the polycom phone goes on hold then retrieves the call. There will be no audio (Phone won't hear the other party).

In the polycom log we find these errors:

 

0313134148|srtp |4|00|srtp: srtp_unprotect: auth failure - seq=0x0d6b, ROC=1
0313134149|srtp |4|00|srtp: srtp_unprotect: auth failure - seq=0x0d9d, ROC=1

These are our Security confgurations :

<security sec.tagSerialNo="0">
<srtp sec.srtp.enable="1"
sec.srtp.requireMatchingTag="0"
sec.srtp.leg.enable="1"
sec.srtp.offer="1"
sec.srtp.require="1"
sec.srtp.mki.startSessionAtOne="1"
sec.srtp.offer.HMAC_SHA1_80="1"
sec.srtp.offer.HMAC_SHA1_32="0"/>
</security>

Does anyone have any advice or recommendations for this issue?

Message 1 of 7
6 REPLIES
Polycom Employee & Community Manager

Re: One way audio after hold when using SRTP

Hello @Master_45,

welcome back to the Polycom community.

Your old post(s) => here <= is still open / pending / unresolved as you have not marked this as "Accept as a solution" or at least provided some form of feedback or answer.

If they are in this state nobody finding them via a community search will know if an answer or advice provided was useful and has maybe helped you.

Could you therefore kindly go over this and mark or answer as appropriate ?

If they are marked as "Accept as a solution" other users can find these easier and it helps them to utilise the community more efficiently.

 

For your new issue only Polycom support can fix issues in our software if we confirm this as a bug on our end.

 

You can await for other users to comment or get this into support.


In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you.

End Customers are unable to open a ticket directly with Polycom support.

If this is some sort of an Internet discounter please post either your phone's MAC address or your Polycom devices serial so I can look up who would be able to support you. This may not be who you purchased the Polycom device from.

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

Please be aware:

The purpose of these forums is to allow community members collaborate and help each other.
Questions posted here do not follow Polycom’s SLA guidelines.
If you require assistance from Polycom technical support, please open a
web service request or call us .

The above is necessary in order to track issue internally within Polycom.

You are welcome to post more questions or configuration or logs for other community members to look at but if your issue requires a fix via Polycom you must go via the official support structure.

Please ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

This forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Polycom employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and may be answered on weekends, bank holidays or personal holidays.
Message 2 of 7
Occasional Contributor

Re: One way audio after hold when using SRTP

I have accepted the previous response to my ticket in 2017 as a solution.

 

The problem I am experiencing now is different as the hold problem is intermittent where as on the last post I made the problem was all the time, also I am now on the latest Firmware 5.7.0.

 

Luckily, we were able to figure out the last issue ourselves but we still can't wrap our heads around a solution for this issue. We're hoping someone on the forum would be able to help us.

 

PS:  The MAC address of one of the affected devices is 00:04:F2:85:87:6D

Message 3 of 7
Polycom Employee & Community Manager

Re: One way audio after hold when using SRTP

Hello @Master_45,

Thanks for marking it as solved but what was the solution for this?

 

For your new case the VVX400 was sold via SCANSOURCE COMMUNICATIONS back in 24/03/2014.

 

You can await for other community members to try and help you or work with Scansource and pay the PPI and they open a ticket with Polycom.


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

Please be aware:

The purpose of these forums is to allow community members collaborate and help each other.
Questions posted here do not follow Polycom’s SLA guidelines.
If you require assistance from Polycom technical support, please open a
web service request or call us .

The above is necessary in order to track issue internally within Polycom.

You are welcome to post more questions or configuration or logs for other community members to look at but if your issue requires a fix via Polycom you must go via the official support structure.

Please ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

This forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Polycom employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and may be answered on weekends, bank holidays or personal holidays.
Message 4 of 7
Frequent Advisor

Re: One way audio after hold when using SRTP

Message 5 of 7
Occasional Visitor

Re: One way audio after hold when using SRTP

We are experiencing what appears to be the same issue.  We added the parameters sec.srtp.holdWithNewKey="0" and sec.srtp.resumeWithNewKey="0" and then we get one way outbound audio after hold but the inbound audio still fails.  Did you ever find a solution to your issue?

Message 6 of 7
Polycom Employee & Community Manager

Re: One way audio after hold when using SRTP

Hello @jlwilliams,

 

welcome to the Polycom Community.

Both the community's Must Read First and the community's FAQ reference the basic minimum information a new or follow up post should contain.

This ensures the questions having to be asked are limited and any new or follow up post contains the right amount of details to ensure any voluntary participant within the community does not spend additional time chasing basic information.

As a reminder the basic information asked for:

 

  • Provide the exact Software Version of your Phone
  • Provide the Phone Model
  • Provide the Call Platform (aka openSIP,Skype for Business Online, Skype for Business on Premise, Lync)
  • Additional Polycom Infrastructure (RPRM,PDMS or BToE)
  • If applicable provide a backup of the phone in question

UC Software 4.0.0 or later via the Web Interface Utilities > Phone Backup & Restore > Phone Backup > Phone Backup

  • If possible provide a Log and either attach them or use the Code Tag.Consult the Troubleshooting Section found within the FAQ if applicable
  • If possible provide the MAC Address or Serial of the device
  • Provide details if the issue is a day 1 issue or only happened after an upgrade or any other relevant details

 

 

Whilst providing some of these details may not directly impact any possible answer the community can provide, it does enable Polycom to have an overview of the current software used. In addition other details allow us to check logs or look up a potential support partners if an issue needs to come into support. It also enables us to verify the entitlement for using features.

 


Please ensure you always check the FAQ's and/or utilize the community search before posting any new topics or follow up post’s.

In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you.

End Customers are unable to open a ticket directly with Polycom support.

If this is some sort of an Internet discounter providing your MAC address or your Polycom devices serial will enable us to look up who would be able to support you. This may not be who you purchased the Polycom device from.

If the unit is no longer within warranty please be prepared to Pay Per Incident / PPI. This is all outlined in detail 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

Please be aware:

The purpose of these forums is to allow community members collaborate and help each other.
Questions posted here do not follow Polycom’s SLA guidelines.
If you require assistance from Polycom technical support, please open a
web service request or call us .

The above is necessary in order to track issue internally within Polycom.

You are welcome to post more questions or configuration or logs for other community members to look at but if your issue requires a fix via Polycom you must go via the official support structure.

Please ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

This forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Polycom employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and may be answered on weekends, bank holidays or personal holidays.
Message 7 of 7