We are deploying Polycom VXX 601 on our 3cx Phone System environment.
I noticed that my VVX 601 restarts at random times for the past few days.
Took a look at Wireshark traces and found out that this happens right after it receives SIP NOTIFY messages from our 3cx server, including a "Subscription-State=terminated;reason=timeout" header. Polycom replies with 403 to that message and instantly restarts.
Shortly before it receives those SIP NOTIFY's , the Polycom sends SIP SUBSCRIBE requests which include "Expires:0" header.
To sum up:
- Polycom sends SUBSCRIBE with Expires:0
- 3cx sends NOTIFY with "Subscription-State=temrinated;reason=timeout"
- Polycom responds with 403
Just to mention that those SUBSCRIBE and NOTIFY requests are sent in the scope of the 2 lines for my Polycom's extension (reg.1.lineKyes=2) and a 3rd user's extension that is monitored as a BLF.
Any idea why the VVX 601 may send SUBSCRIBE requests for those numbers with Expires:0 header?
I believe that this is the source issue triggering the NOTIFY's from 3cx, the 403's from the POlycoms and the restarts.
Thank you and best regards,
welcome back to the Polycom Community.
It is always useful to include the currently used UC Software version as issues experienced or a question asked may already be addressed in a newer release.
This also allows yourself and others to check against current software release notes, Administrator Guides or FAQ post’s.
The above is also stated in the "Must Read First" and is the absolute minimum requirement every new post should include. .
In addition providing us with this basic information gives Polycom an idea what Software Versions are used in the field and avoids wasting time trying to troubleshoot issues which have already been addressed.
Therefore the Polycom VoIP FAQ contains this post here:
Question: How can I find out my SIP or UC Software Version of my Phone?
Resolution: Please check here
Most likely this needs to be analyzed by our support team.
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.
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.
Polycom Global Services
Apologies for not including the FW version, it is 220.127.116.1125.
I saw that you mentioned that this probably needs to be analyzed by your network team.
Is there really not any root cause you could imagine here?
I will make sure to contact support but any hint you could provide in the meantime might be ore than useful.
well it's pretty clear that the phone, upon receiving a SIP message, should not reboot.
So this may be a bug in our code but you are using an no longer supported version so I can only advice you to test this using a currently supported version.
After this, if you can still reproduce this, please follow this up as explained.
Polycom Global Services