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Polycom phones unable to recover from a VPN disconnect. Error Code 480

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Occasional Visitor

Polycom phones unable to recover from a VPN disconnect. Error Code 480

Hi fellows,

I recently took over a VoIP network from a customer that has two sites connected thru a site-to-site VPN. An asterisk server is running at the main site with Polycom phones and no problems.

 

At the remote site we have about 40 Polycom phones (Soundlink 331 and Soundstation IP 5000) and every time the VPN goes down the phones fail to re-register once it comes back up.

I am at my wits end on this one and have tried changing all configurations with no success. In terms of network settings but I’ve tried DHCP, DHCP with reserved IP address and static IP address and they keep pinging but they all just fail on SIP registration (the exact error message is: Error Code:480 Temporarily not available”

 

The only way to get them to re-register is to do a fw upgrade/downgrade or change the IP address, which doesn’t make any sense to me at all.

I’m enclosing the app logs for two identical phones, one that is able to register and one that does not but I cannot find any important difference between them. Their configurations are identical in all other respects.

Some additional info:
- All phones are updated to the lastest fw versions: 4.1.1.0934
- Asterisk server is version 13.22.0
- I can ping from the Asterisk server to all phones including the ones that do not register
- I’ve used the “sip set debug on” command at the server side and do not see any attempts from the phones to register


Any advice or suggestions is welcome because I am at my wits end on this one.

Cheers,
Andres

1 REPLY 1
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Polycom Employee & Community Manager

Re: Polycom phones unable to recover from a VPN disconnect. Error Code 480

Hello @fastweb ,

 

Welcome to the Poly Community.

UC Software 4.1.1 is for LYNC only and not for openSIP devices. UC Software 4.0.14 or after the weekend UC Software 4.0.15 is the latest for these phones.

 

Not having supplied a backup or any details if this is using TLS I suggest you check your NTP time on the phones as the failing log snippet you posted does show Unix time. The working one has the date and time.

 

Jan 28, 2013 Question: Time and Date flashing or unable to set NTP time correctly

Resolution: Please check => here <=

 

also

 

Jan 19, 2012 Question: How to troubleshoot Polycom VoIP related Issues?

Resolution: Please check => here <=

 

or

 

Oct 17, 2011 Question: How can change Logging Levels or use Syslog?

Resolution: Please check => here<=

 

If no other member has any other ideas, and as this is a commercial request and we are unable to provide free support via the community, I suggest you raise a ticket.


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. Available End User Poly services offerings are detailed here

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

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Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
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