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‎04-18-2018 04:05 PM

HP Recommended

We are on Version 5.5.2 and have the Trio 8800 and Visual + and are using Zoom's provisioning.  We worked with Zoom to get everything working and now we are having the Trio mute itself repeaditly and the video from the collaboration kit drops off after a minute or so of using in when on a call. 

 

I pulled the major error log files and am getting this. 

 

000018.362|lic |5|00|cfgCfsFlashKeyScratchLoad: could not load flash len 976
000027.362|pgui |5|00|Received personal directory [0]
000036.259|AuthS|5|00|Truncating label from AuthSvc
000036.260|Devic|5|00|Truncating label from DevicePairingService
000036.261|proxy|5|00|Truncating label from proxyService
000036.261|WADSe|5|00|Truncating label from WADService
0416100431|acom |5|00|AppComServer encountered a connection error.
0416100431|acom |5|00|AppComServer encountered a connection error.
0416100431|acom |5|00|AppComServer encountered a connection error.
0416100431|acom |5|00|AppComServer encountered a connection error.
0416100438|acom |5|00|AppComServer is exiting, cleaning up all connections.
0416100438|hw |5|00|Task ended without calling rtosTaskEnd() name=tGuiAppCom
000018.857|lic |5|00|cfgCfsFlashKeyScratchLoad: could not load flash len 976
000027.415|pgui |5|00|Received personal directory [0]
000037.169|AuthS|5|00|Truncating label from AuthSvc
000037.170|Devic|5|00|Truncating label from DevicePairingService
000037.171|proxy|5|00|Truncating label from proxyService
000037.171|WADSe|5|00|Truncating label from WADService
0416102127|ares |5|00|aresDnsLookup: 'A' lookup for 'interop-server4.zoom.us' stopped by loopGuard 48
0416102201|ares |5|00|aresDnsLookup: 'A' lookup for 'interop-server4.zoom.us' stopped by loopGuard 48
0416102229|ares |5|00|aresDnsLookup: 'A' lookup for 'interop-server1.zoom.us' stopped by loopGuard 48
0416102257|ares |5|00|aresDnsLookup: 'A' lookup for 'interop-server4.zoom.us' stopped by loopGuard 48
0416102336|ares |5|00|aresDnsLookup: 'A' lookup for 'interop-server1.zoom.us' stopped by loopGuard 48
0416103224|ares |5|00|aresDnsLookup: 'A' lookup for 'interop-server1.zoom.us' stopped by loopGuard 48
0416103305|ares |5|00|aresDnsLookup: 'A' lookup for 'interop-server1.zoom.us' stopped by loopGuard 48
0416103345|ares |5|00|aresDnsLookup: 'A' lookup for 'interop-server4.zoom.us' stopped by loopGuard 48
0416103442|ares |5|00|aresDnsLookup: 'A' lookup for 'interop-server4.zoom.us' stopped by loopGuard 48
0416103514|ares |5|00|aresDnsLookup: 'A' lookup for 'interop-server4.zoom.us' stopped by loopGuard 48
0416103529|ares |5|00|aresDnsLookup: 'A' lookup for 'interop-server1.zoom.us' stopped by loopGuard 48
032726.968|lic |5|00|cfgCfsFlashKeyScratchLoad: could not load flash len 976
032730.064|pgui |5|00|Received personal directory [0]
032744.208|AuthS|5|00|Truncating label from AuthSvc
032744.214|Devic|5|00|Truncating label from DevicePairingService
032744.215|proxy|5|00|Truncating label from proxyService
032744.215|WADSe|5|00|Truncating label from WADService
0416133629|mraud|5|00|soMrAudio-portFree: Invalid index 2951 from port 6002
033147.185|lic |5|00|cfgCfsFlashKeyScratchLoad: could not load flash len 976
033150.197|pgui |5|00|Received personal directory [0]
033204.719|AuthS|5|00|Truncating label from AuthSvc
033204.719|Devic|5|00|Truncating label from DevicePairingService
033204.720|proxy|5|00|Truncating label from proxyService
033204.721|WADSe|5|00|Truncating label from WADService
0416204252|ares |5|00|aresDnsLookup: 'A' lookup for 'interop-server4.zoom.us' stopped by loopGuard 48
0416204324|ares |5|00|aresDnsLookup: 'A' lookup for 'interop-server4.zoom.us' stopped by loopGuard 48
0416204358|ares |5|00|aresDnsLookup: 'A' lookup for 'interop-server4.zoom.us' stopped by loopGuard 48

 

 

 

ANY IDEAS on how to fix this?

3 REPLIES 3

‎04-18-2018 08:33 PM

HP Recommended

Hello @Gdickson,

welcome to the Polycom Community.

UC Software 5.5.2 is not a currently supported version. You should test this with UC Software 5.5.4 or at least UC Software 5.5.3

 

The log looks a bit odd as it switches between linux time and ntp time.

 

I suggest you upgrade and then Zoom either opens a ticket with us or you open one via your reseller.


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

------------------------------------------------
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
Was this reply helpful? Yes No

‎04-19-2018 09:51 AM

HP Recommended

Apologies! 

 

We are also actually on 5.5.4.  When we went to 5.5.4 is when we started having issues.  Our MAC address is 64:16:7F:29:BD:CC. 

 

 

 

 

 

Was this reply helpful? Yes No

‎04-19-2018 09:57 AM

HP Recommended

Hello @Gdickson,

The unit was sold via NETXUSA


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
Was this reply helpful? Yes No
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