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The HP Community is where owners of HP products, like you, volunteer to help each other find solutions.
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‎03-01-2019 05:54 PM

HP Recommended

Hello!

We are having an odd behavior from our IP331 phones, whit ISP1 they register without errors, using ISP2 they register and after a few days (3-6) the phones lost registry and show this message in the log (More info attached):

 

sip |1|03|SipOnCommand: response 401,REGISTER matches user 1 of 1 '609'
sip |3|03|Can not find the call for response 1

Can you please help us to isolate this error?

Firmware: PolycomSoundPointIP-SPIP_331-UA/4.0.13.1445

Architecture: IP331 > SophosFW > ISP > SBC > SIP Server

Thanks!

1 REPLY 1

‎03-02-2019 04:04 AM

HP Recommended

Hello @oscarbelllo ,

 

welcome to the Polycom Community.


The only reference I can find to this message is ancient and fixed in the version you are using. It points to some issue in the SIP stack where the phone is unable to process the message.

 

Without a log in debug and / or a wireshark trace its hard to comment and we would need to see this in support.

 

I would suggest you upgrade to UC Software 4.0.14

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.

The unit in question was sold by NEXSYS DE COLOMBIA S.A.S. around 31/03/2014

As 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

------------------------------------------------
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.
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