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Polycom phone getting some Recent Calls dated as Feb 7 1936

Occasional Visitor

Re: Polycom phone getting some Recent Calls dated as Feb 7 1936

Has there ever been a solution to this issue.  We have continually had this issue for a long time now.

Message 11 of 20
Polycom Employee & Community Manager

Re: Polycom phone getting some Recent Calls dated as Feb 7 1936

Hello @CAVES,

 

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, Lync)
  • 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 the answers to some of the above may not directly impact any possible answer the community can provide, it does enable Polycom to have an overview of the current software used and other details and allows us to look up a potential support partners if an issue needs to come into support.

 

In addition in this post we a;ready ask for very specific logs and these to be forwarded to our support team. To my knowledge no other poster has so far done this and therefore we have been unable to even think about how we could fix this.


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




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also 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".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly 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 maybe answered on weekends, bank holidays or personal holidays.
Message 12 of 20
Polycom Employee & Community Manager

Re: Polycom phone getting some Recent Calls dated as Feb 7 1936

Hello all,

 

we believe we have addressed the issue in our code. 

 

The fix will go into the following releases:

 

  • 5.9.2      planned for Mid-March
  • 5.8.4      planned for April
  • 6.0.0      planned for April
  • 5.7.5      no date planned as of yet
  • 5.5.6      no date planned as of yet
  • 5.5.5      no date planned as of yet

All of the above are subject to change but you should see reference to a NTP bug in the release notes.

 

A factory reset may be required to clear the local call list on the phone.

 

Best Regards

 

Steffen Baier




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also 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".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly 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 maybe answered on weekends, bank holidays or personal holidays.
Message 13 of 20
Occasional Visitor

Re: Polycom phone getting some Recent Calls dated as Feb 7 1936

Same issue here with our phone system . Our vendor is also troubleshooting.  It looks like a know issue from my research on the internet, but the techs/Engineers seem to be starting at ground zero troubleshooting, like Polycom is not giving our phone vendor any clues were to start.

Message 14 of 20
Polycom Employee & Community Manager

Re: Polycom phone getting some Recent Calls dated as Feb 7 1936

Hello @Chum ,

 

welcome to the Polycom Community.

 

We are unaware who your provider is as you did not disclose this information. Throughout this post I provided various Poly references which any qualified Poly reseller can look into.

 

The problem, based on the results we had from customer who chose to escalate this into Poly Support, the phone seems to receive an NTP packet with either 0xFFFFFFFF and 0x00000000.

 

This causes our database to fail.This is tracked in EN-113273 or EN-116925

 

The revised date for now is:

 

  • 5.9.2      planned for Mid April
  • 5.8.4      planned for June
  • 6.0.0      planned for Mid April
  • 5.7.5      no date planned as of yet
  • 5.5.6      no date planned as of yet
  • 5.5.5      no date planned as of yet

All of the above are subject to change but you should see reference to a NTP bug in the release notes.

 

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also 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".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly 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 maybe answered on weekends, bank holidays or personal holidays.
Message 15 of 20
Occasional Advisor

Re: Polycom phone getting some Recent Calls dated as Feb 7 1936

Wow, that is THE MOST PATRONISING post ever.

 

Can I remind what you said in post 4?

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

So, there's a bunch of people who are having this problem with Polycom Phones, you admit there's a problem, but then REFUSE TO LET US OPEN TICKETS.

 

Then you come back with

> The problem, based on the results we had from customer who chose to escalate this into Poly Support, the phone seems to receive an NTP packet with either 0xFFFFFFFF and 0x00000000.

 

'chose'? CHOSE? You just said WE CAN'T.

 

So here I have a bunch of Polycom phones that are setting call history to 2038 that you explicitly say I can't talk to you about, and then make out like only one person bothered to try to talk to you, when you ACTUALLY refuse to talk to us!

 

In your other thread:

> As only 2 customers managed to report this back into Polycom in a manner that enabled us to actually try and replicate and then fix this it took us a while.

 

That's slightly more realistic, because it actually hints at the impossible hurdle that people have to try to overcome to actually report a bug.

 

So, please don't try to make out like it's our fault - the end users - when you go out of your way to make it impossible for us to report bugs.

 

And now I'm going to have to trawl through release announcements looking for a vague 'NTP' announcement in firmware releases, without you even comitting when you're going to release it.

Message 16 of 20
Polycom Employee & Community Manager

Re: Polycom phone getting some Recent Calls dated as Feb 7 1936

Hello @xrobau ,

Your post ended up in the Spam Filter so I moved this here.

 

I am not making the rules who can escalate a ticket into Poly support and I can only outline how to get something into support.

 

Mar 8, 2012 Question: What kind of support should I expect from the Community?
Clarification: Please check => here <=

 

Once the fix has been released I can provide the release note reference. This bug was extremely rare and challenging to find.

 

As explained in my signature this community activity is a hobby and not my day job.

Best Regards

Steffen Baier




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also 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".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly 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 maybe answered on weekends, bank holidays or personal holidays.
Message 17 of 20
Polycom Employee & Community Manager

Re: Polycom phone getting some Recent Calls dated as Feb 7 1936

Hello all,

 

from the UC Software 5.9.2 Release Notes:

 

  • Network EN-113273 VVX phones display the call log date as February 7, 2036,
    while SNTP server responds with the value 0x00000000 or 0xFFFFFFFF.

 

Best regards

 

Steffen Baier




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also 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".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly 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 maybe answered on weekends, bank holidays or personal holidays.
Message 18 of 20
Highlighted
Advisor

Re: Polycom phone getting some Recent Calls dated as Feb 7 1936

Hello Steffen,

 

The 5.9.2 did not fix the issue

Message 19 of 20
Polycom Employee & Community Manager

Re: Polycom phone getting some Recent Calls dated as Feb 7 1936

Hello @KyleR ,

 

welcome back to the Poly Community.


As already outlined we fixed this for our customer based on logs we received from them in our support organisation.

 

In your setup, a corner case may be hit and therefore our fix does not work. We should log this in our logs but the quickest way for you to receive help is to open this with Poly support.

 

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

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

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

If the unit is no longer within the 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




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also 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".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly 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 maybe answered on weekends, bank holidays or personal holidays.
Message 20 of 20