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Random problems with VVX600 / VVX410

Occasional Contributor

Random problems with VVX600 / VVX410

The main issue I'm experiencing with the VVX600 (it is updated to the latest firmwrae but has done this since I got it) is that it will just freeze. The screen will be unresponsive and I have to unplug it and plug it back in so it will restart. This probably happens once a week.

 

The other big issue is I often see the phone sign out of Lync. Like it fails to sign in when it renews. We are using the Lync 2013 Hosting Pack with these phones. I did see some logs but I'm wondering if the polycom uses SRV records when doing the lookup because I don't see it trying in the logs:

 

0320135319|sip |*|00|Sip Register Usr:jdixon@domain.com Dsp:jdixon Auth:'Using Login Cred' Inx:0
0320135319|copy |4|00|Configuration of URL failed
0320135319|copy |4|00|Configuration of URL failed
0320135319|cfg |4|00|Prov|Download of master configuration file failed
0320135319|cfg |4|00|Prov|Trying to boot from existing configuration
0320135319|cfg |4|00|Prov|Not setting device parameters since configuration was not updated.
0320135319|cfg |*|00|Prov|Finished updating configuration
0320135319|copy |4|00|Configuration of URL failed
0320135319|clist|4|00|dbIO::processResult:no host
0320135319|clist|4|00|dbSet::srv2mem:transfer failed, trying to get local file
0321103420|copy |4|00|Configuration of URL failed
0321103420|log |4|00|UtilLogServerC::uploadFifoLog: upload error. protocol 0 result = 0
0321103420|cfg |4|00|Prov|Unknown suboption received for DHCP option 43
0321103420|cfg |4|00|Prov|Invalid STS-URI: '://:'
0321103421|copy |4|00|Configuration of URL failed
0321103421|log |4|00|UtilLogServerC::uploadFifoLog: upload error. protocol 0 result = 0
0321103421|copy |4|00|Configuration of URL failed
0321103421|log |4|00|UtilLogServerC::uploadFifoLog: upload error. protocol 0 result = 0
0321103421|copy |4|00|Configuration of URL failed
0321103421|log |4|00|UtilLogServerC::uploadFifoLog: upload error. protocol 0 result = 0
0321103421|acom |4|00|App "ec" has failed to read a message, error number = 92
0321103421|acom |5|00|AppComServer encountered a connection error.
0321103421|acom |4|00|Application ec from 127.0.0.1 [23751] has been disconnected.
0321103422|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'domain.com' found no records
0321103422|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'domain.com' found no records
0321103422|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'domain.com' found no records
0321103422|sip |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'sipinternal.domain.com' found no records
0321103422|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'sipinternal.domain.com' found no records
0321103422|sip |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'sip.domain.com' found no records
0321103422|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'sip.domain.com' found no records
0321103422|sip |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'sipexternal.domain.com' found no records
0321103422|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'sipexternal.domain.com' found no records
0321103422|sip |*|00|Fast Boot Measurement Point: Ready for Call, uptime: 64.616 sec.
0321103422|cfg |4|00|RT|SIP is settting Login Credentials to valid
0321103424|sip |4|00|NAPTR query for host 'domain.com' returned no results
0321103429|ec |*|00|Initial log entry. Current logging level 4
0321103429|cfg |5|00|Prm|Parameter keyboard.encoding.selective requested type 2 but is of type 7
0321103441|ice |4|00|ICE Event Callback - Unhandled event 452 chan 4
0321103441|ice |4|00|ICE Event Callback - Unhandled event 452 chan 5
0321103443|ice |4|00|ICE Event Callback - Unhandled event 452 chan 4
0321103452|copy |4|00|Configuration of URL failed
0321103452|clist|4|00|dbIO::processResult:no host
0321103452|clist|4|00|dbSet::mem2srv:transfer failed
0321103516|sip |4|00|CTcpSocket::Abandon connected socket. Send Message 0x40e5d888
0321103516|sip |4|00|SSL_get_error Error code=5
0321103516|sip |4|00|TLS Listen Thread Exit
0321103527|cfg |4|00|Prov|Unknown suboption received for DHCP option 43

 

Message 1 of 5
4 REPLIES 4
Polycom Employee & Community Manager

Re: Random problems with VVX600 / VVX410

Hello jdixon,

welcome to the Polycom Community.

It is always useful to state the version of the currently used software as in the future nobody will know what the latest was at the point of originally posting.

 

Please be aware of the following when utilizing UCS 4.1.0 or later:

The use of Polycom UC Software versions 4.1.X (“Software”) requires the purchase of a separate Software license for every device that will use the Software in a Lync environment. You may not install, access, or use the Software in a Lync environment on more devices than are listed on your license until additional licenses have been purchased and authorized by Polycom. These licenses should be purchased from the same company from which you purchased the devices. You may operate devices against a Lync server for trial purposes for up to 30 days without purchasing a license. Use of the Software is subject to the terms and conditions of the End User License Agreement.

Polycom reserves the right to audit your deployment to verify that you have sufficient licenses to match the number of devices being used.

Information in regards of License Part Numbers can be found => here <=

 

In regards of LYNC related issues we would really need to see some more detailed logs and matching LYNC logs and maybe a wireshark trace in addition.

 

This is outside the scope of the community and you would need to get a ticket raised via your Polycom reseller to bring this to the attention of Polycom support.


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 2 of 5
Occasional Contributor

Re: Random problems with VVX600 / VVX410

Sorry about that.

 

The VVX410 is 5.0.1.4068

and the VVX600 is 5.0.1.7310

 

The phone locking up is only related to the VVX600. Haven't experienced it on the VVX410.

 

But the VVX600 doesn't experience the following features that the VVX410 does:

  • Unable to dial out at random times (Network is not available)
  • Unable to dial out (nothing happens.. just stays on the screen trying to dial out)

Both experience (but the VVX410 experiences more):

  • Failure to log in to Lync (it was logged into Lync.. but I guess during the renew process it gives this message sometimes)

 

The problem is we have about 10 people uses these phones and it doesn't happen to all 10 people at the same time. Its just completely random to random phones at random times. Pretty frustrating.

 

We are using the Lync 2013 Hosting Pack and as far as I can tell everything seems to be functioning correctly on the Lync environment. Not seeing any issues in event viewer, contacting the Lync environment (which is at a remote location btw.. phones connect over the WAN). We are using BTOE 2.0 with these phones and people connecting with the Lync 2013 Client on their desktop to make / receive calls never experience any of these issues.

 

I attached a picture of the Lync sign-in problem

 

Message 3 of 5
Occasional Contributor

Re: Random problems with VVX600 / VVX410

Sorry to post more logs but I forgot to mention that Lync on the phone does sign back in. It just gives that error pictures. Here is some logs from when the issue occurs:

 

0324104149|copy |4|00|Configuration of URL failed
0324104149|clist|4|00|dbIO::processResult:no host
0324104149|clist|4|00|dbSet::mem2srv:transfer failed
0324104849|copy |4|00|Configuration of URL failed
0324104849|clist|4|00|dbIO::processResult:no host
0324104849|clist|4|00|dbSet::mem2srv:transfer failed
0324105549|copy |4|00|Configuration of URL failed
0324105549|clist|4|00|dbIO::processResult:no host
0324105549|clist|4|00|dbSet::mem2srv:transfer failed
0324105649|copy |4|00|Configuration of URL failed
0324105649|clist|4|00|dbIO::processResult:no host
0324105649|clist|4|00|dbSet::mem2srv:transfer failed
0324105705|ice |4|00|ICE Event Callback - Unhandled event 452 chan 570
0324105749|copy |4|00|Configuration of URL failed
0324105749|clist|4|00|dbIO::processResult:no host
0324105749|clist|4|00|dbSet::mem2srv:transfer failed
0324105849|copy |4|00|Configuration of URL failed
0324105849|clist|4|00|dbIO::processResult:no host
0324105849|clist|4|00|dbSet::mem2srv:transfer failed
0324110315|app1 |4|00|OnEvCallNewState No call is found, socall 419f6920, state=9, service=0, bIsLocal=0
0324110318|srtp |4|00|srtp: srtp_unprotect_rtcp: error: 7 - auth failure
0324110349|copy |4|00|Configuration of URL failed
0324110349|clist|4|00|dbIO::processResult:no host
0324110349|clist|4|00|dbSet::mem2srv:transfer failed
0324110649|copy |4|00|Configuration of URL failed
0324110649|clist|4|00|dbIO::processResult:no host
0324110649|clist|4|00|dbSet::mem2srv:transfer failed
0324110838|ice |4|00|ICE Event Callback - Unhandled event 452 chan 599
0324110849|copy |4|00|Configuration of URL failed
0324110849|clist|4|00|dbIO::processResult:no host
0324110849|clist|4|00|dbSet::mem2srv:transfer failed
0324110949|copy |4|00|Configuration of URL failed
0324110949|clist|4|00|dbIO::processResult:no host
0324110949|clist|4|00|dbSet::mem2srv:transfer failed
0324111011|sip |5|00|[TPCP] SIP INVITE proces failed: tpcp object not created
0324111844|ice |4|00|ICE Event Callback - Unhandled event 452 chan 604
0324111849|copy |4|00|Configuration of URL failed
0324111849|clist|4|00|dbIO::processResult:no host
0324111849|clist|4|00|dbSet::mem2srv:transfer failed
0324112049|copy |4|00|Configuration of URL failed
0324112049|clist|4|00|dbIO::processResult:no host
0324112049|clist|4|00|dbSet::mem2srv:transfer failed
0324112250|ice |4|00|ICE Event Callback - Unhandled event 452 chan 616
0324112349|copy |4|00|Configuration of URL failed
0324112349|clist|4|00|dbIO::processResult:no host
0324112349|clist|4|00|dbSet::mem2srv:transfer failed
0324112501|ice |4|00|ICE Event Callback - Unhandled event 452 chan 621
0324112549|copy |4|00|Configuration of URL failed
0324112549|clist|4|00|dbIO::processResult:no host
0324112549|clist|4|00|dbSet::mem2srv:transfer failed
0324112555|sip |4|00|NAPTR query for host 'compsysar.com' returned no results
0324112949|copy |4|00|Configuration of URL failed
0324112949|clist|4|00|dbIO::processResult:no host
0324112949|clist|4|00|dbSet::mem2srv:transfer failed
0324113549|copy |4|00|Configuration of URL failed
0324113549|clist|4|00|dbIO::processResult:no host
0324113549|clist|4|00|dbSet::mem2srv:transfer failed
0324113849|copy |4|00|Configuration of URL failed
0324113849|clist|4|00|dbIO::processResult:no host
0324113849|clist|4|00|dbSet::mem2srv:transfer failed
0324114256|sip |5|00|[TPCP] SIP INVITE proces failed: tpcp object not created
0324114749|copy |4|00|Configuration of URL failed
0324114749|clist|4|00|dbIO::processResult:no host
0324114749|clist|4|00|dbSet::mem2srv:transfer failed
0324115251|ice |4|00|ICE Event Callback - Unhandled event 452 chan 644
0324115349|copy |4|00|Configuration of URL failed
0324115349|clist|4|00|dbIO::processResult:no host
0324115349|clist|4|00|dbSet::mem2srv:transfer failed
0324115549|copy |4|00|Configuration of URL failed
0324115549|clist|4|00|dbIO::processResult:no host
0324115549|clist|4|00|dbSet::mem2srv:transfer failed
0324120249|copy |4|00|Configuration of URL failed
0324120249|clist|4|00|dbIO::processResult:no host
0324120249|clist|4|00|dbSet::mem2srv:transfer failed
0324121349|copy |4|00|Configuration of URL failed
0324121349|clist|4|00|dbIO::processResult:no host
0324121349|clist|4|00|dbSet::mem2srv:transfer failed
0324121449|copy |4|00|Configuration of URL failed
0324121449|clist|4|00|dbIO::processResult:no host
0324121449|clist|4|00|dbSet::mem2srv:transfer failed
0324121541|sip |5|00|[TPCP] SIP INVITE proces failed: tpcp object not created
0324121949|copy |4|00|Configuration of URL failed
0324121949|clist|4|00|dbIO::processResult:no host
0324121949|clist|4|00|dbSet::mem2srv:transfer failed
0324122149|copy |4|00|Configuration of URL failed
0324122149|clist|4|00|dbIO::processResult:no host
0324122149|clist|4|00|dbSet::mem2srv:transfer failed
0324122549|copy |4|00|Configuration of URL failed
0324122549|clist|4|00|dbIO::processResult:no host
0324122549|clist|4|00|dbSet::mem2srv:transfer failed
0324123130|ice |4|00|ICE Event Callback - Unhandled event 452 chan 684
0324123149|copy |4|00|Configuration of URL failed
0324123149|clist|4|00|dbIO::processResult:no host
0324123149|clist|4|00|dbSet::mem2srv:transfer failed
0324123349|copy |4|00|Configuration of URL failed
0324123349|clist|4|00|dbIO::processResult:no host
0324123349|clist|4|00|dbSet::mem2srv:transfer failed
0324123549|copy |4|00|Configuration of URL failed
0324123549|clist|4|00|dbIO::processResult:no host
0324123549|clist|4|00|dbSet::mem2srv:transfer failed
0324123933|ice |4|00|ICE Event Callback - Unhandled event 452 chan 699
0324123949|copy |4|00|Configuration of URL failed
0324123949|clist|4|00|dbIO::processResult:no host
0324123949|clist|4|00|dbSet::mem2srv:transfer failed
0324124249|copy |4|00|Configuration of URL failed
0324124249|clist|4|00|dbIO::processResult:no host
0324124249|clist|4|00|dbSet::mem2srv:transfer failed
0324124749|copy |4|00|Configuration of URL failed
0324124749|clist|4|00|dbIO::processResult:no host
0324124749|clist|4|00|dbSet::mem2srv:transfer failed
0324124826|sip |5|00|[TPCP] SIP INVITE proces failed: tpcp object not created
0324125249|copy |4|00|Configuration of URL failed
0324125249|clist|4|00|dbIO::processResult:no host
0324125249|clist|4|00|dbSet::mem2srv:transfer failed
0324125749|copy |4|00|Configuration of URL failed
0324125749|clist|4|00|dbIO::processResult:no host
0324125749|clist|4|00|dbSet::mem2srv:transfer failed
0324125949|copy |4|00|Configuration of URL failed
0324125949|clist|4|00|dbIO::processResult:no host
0324125949|clist|4|00|dbSet::mem2srv:transfer failed
0324130133|ice |4|00|ICE Event Callback - Unhandled event 452 chan 734
0324130149|copy |4|00|Configuration of URL failed
0324130149|clist|4|00|dbIO::processResult:no host
0324130149|clist|4|00|dbSet::mem2srv:transfer failed
0324130154|ice |4|00|ICE Event Callback - Unhandled event 452 chan 737
0324130249|copy |4|00|Configuration of URL failed
0324130249|clist|4|00|dbIO::processResult:no host
0324130249|clist|4|00|dbSet::mem2srv:transfer failed
0324130749|copy |4|00|Configuration of URL failed
0324130749|clist|4|00|dbIO::processResult:no host
0324130749|clist|4|00|dbSet::mem2srv:transfer failed
0324130949|copy |4|00|Configuration of URL failed
0324130949|clist|4|00|dbIO::processResult:no host
0324130949|clist|4|00|dbSet::mem2srv:transfer failed
0324131049|copy |4|00|Configuration of URL failed
0324131049|clist|4|00|dbIO::processResult:no host
0324131049|clist|4|00|dbSet::mem2srv:transfer failed
0324131116|ice |4|00|ICE Event Callback - Unhandled event 452 chan 750
0324131349|copy |4|00|Configuration of URL failed
0324131349|clist|4|00|dbIO::processResult:no host
0324131349|clist|4|00|dbSet::mem2srv:transfer failed
0324131549|copy |4|00|Configuration of URL failed
0324131549|clist|4|00|dbIO::processResult:no host
0324131549|clist|4|00|dbSet::mem2srv:transfer failed
0324131749|copy |4|00|Configuration of URL failed
0324131749|clist|4|00|dbIO::processResult:no host
0324131749|clist|4|00|dbSet::mem2srv:transfer failed
0324131949|copy |4|00|Configuration of URL failed
0324131949|clist|4|00|dbIO::processResult:no host
0324131949|clist|4|00|dbSet::mem2srv:transfer failed
0324132111|sip |5|00|[TPCP] SIP INVITE proces failed: tpcp object not created
0324132149|copy |4|00|Configuration of URL failed
0324132149|clist|4|00|dbIO::processResult:no host
0324132149|clist|4|00|dbSet::mem2srv:transfer failed
0324132549|copy |4|00|Configuration of URL failed
0324132549|clist|4|00|dbIO::processResult:no host
0324132549|clist|4|00|dbSet::mem2srv:transfer failed
0324132749|copy |4|00|Configuration of URL failed
0324132749|clist|4|00|dbIO::processResult:no host
0324132749|clist|4|00|dbSet::mem2srv:transfer failed
0324132949|copy |4|00|Configuration of URL failed
0324132949|clist|4|00|dbIO::processResult:no host
0324132949|clist|4|00|dbSet::mem2srv:transfer failed
0324132952|ice |4|00|ICE Event Callback - Unhandled event 452 chan 789
0324133049|copy |4|00|Configuration of URL failed
0324133049|clist|4|00|dbIO::processResult:no host
0324133049|clist|4|00|dbSet::mem2srv:transfer failed
0324134330|sip |5|00|we are in the voicemail call.....
0324134349|copy |4|00|Configuration of URL failed
0324134349|clist|4|00|dbIO::processResult:no host
0324134349|clist|4|00|dbSet::mem2srv:transfer failed
0324134513|ice |4|00|ICE Event Callback - Unhandled event 452 chan 797
0324134513|ice |4|00|ICE Event Callback - Unhandled event 452 chan 798
0324134515|ice |4|00|ICE Event Callback - Unhandled event 452 chan 797
0324134540|sip |4|00|SSL_get_error Error code=5
0324134540|sip |4|00|TLS Listen Thread Exit

 

Message 4 of 5
Polycom Employee & Community Manager

Re: Random problems with VVX600 / VVX410

Hello jdixon,

I placed some code tags around the logs but my reply is still the same as before

 

In regards of LYNC related issues we would really need to see some more detailed logs and matching LYNC logs and maybe a wireshark trace in addition.

 

This is outside the scope of the community and you would need to get a ticket raised via your Polycom reseller to bring this to the attention of Polycom support.

 

You will need to work this via your Polycom reseller.


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 5 of 5