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SoundPoint 331s having to manually reboot to register

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Occasional Visitor

SoundPoint 331s having to manually reboot to register

Hello I'm trying to isolate a issue have a few hundred polycom 331s that are located in seperate networks accross the US. Every few weeks, random phones will lose registration with the error "URL Call Disabled"  however just simply rebooting the phone will allow it to register again. I've attempted to replicate this issue in my lab in every possible way to see if its the network causing this but the phones will re-register without having to reboot. I also noticed that during the error, the phones still have an internet connection. I'm stumped on why does it need to hard reboot to register successfully.

 

I attached the log file and config file (removed the auth details) however I copied a few lines below to show what happens before I reboot the phone.

 

 

0831155154|copy |4|03|DNS lookup failed for dm.nextiva.com
0831155154|log  |4|03|UtilLogC::uploadFifoLog: upload error. protocol 0 result = -1
0831155244|dns  |4|03|DNS(A) query now allowed after unresponsive for 49 (of 10) sec
0831155245|ares |4|03|aresDnsLookup: select time-out 1 on A lookup for 'nyc1.voipdnsservers.com'

after 2 sec
0831155553|ares |4|03|aresDnsLookup: select time-out 6 on A lookup for 'nyc1.voipdnsservers.com'

after 2 sec
0831155553|dns  |4|03|DNS server(s) unresponsive due to query timeout after 8 sec (Threshold =

0901194440|cfg  |*|03|RT|cfgRtNetInterfaceUpdate: bfeng -- calling network status callback

0909153056|copy |*|03|Server 'dm.nextiva.com' said 'dms/Nextiva_Service_Provider/Polycom/UC-3xx/0004f261759e-app.log' is not present

4 REPLIES 4
Highlighted
Polycom Employee & Community Manager

Re: SoundPoint 331s having to manually reboot to register

Hello Adam R,

welcome to the Polycom Community.

It is always useful to include the currently used SIP or 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 "Read First"

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

 

As you are a service provider I suggest you work with our support team on this as that would be the faster turnaround rather than trying this via a community forum.


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

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The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

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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
Message 2 of 5
Highlighted
Occasional Visitor

Re: SoundPoint 331s having to manually reboot to register

My apologies, the firmware that I am using is 4.0.3.7562.

Message 3 of 5
Highlighted
Polycom Employee & Community Manager

Re: SoundPoint 331s having to manually reboot to register

Hello Adam R,

UC Software 4.0.3.7562 rts34 F was released back in 2012 and is no longer a supported Version.

 

Polycom only supports current version aka 4.0.11 and -1 aka 4.0.10

 

As you are a service provider I urge you to update your estate to a currently supported version.


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

----------------
The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

----------------

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
Message 4 of 5
Highlighted
Occasional Visitor

Re: SoundPoint 331s having to manually reboot to register

Did the  Firmware upgrade address your issue?  we are seeing a similar problem and sould like to know before going down that rabit hole.  thanks for your reply.

Message 5 of 5