SoundStation Duo and Spectralink Crashing when connected to Lync 2013

[Anonymous]

We have a strange problem going on. We are getting ready to roll out enterprise voice on Lync 2013. We have a mix of phones from VVX, CX, SpectraLink, Duo, and SNOM. All the phones work perfectly except for the SpectraLink and Duo. When they are configured to connect to Lync the account authenticates, the extension is then displayed on the device and then they lockup and reboot. I have tried grabbing log files via FTP, TFTP and Syslog with no insite why this is happening. Our VVX 410 was doing the same thing untill we upgraded the firmware from 4 to 5. After that it worked as expected.

Now here is where things get real strange. We have a simpler "Test" Lync environment and the devices work perfectly fine there. It's only with the production environment do we run into problems. Any ideas why this is happening? I suspect it's a big in 4.1.0.84959.

[SteffenBaierUK]

Hello NickT,

welcome to the Polycom Community.

Just a quick FYI as this is missed by many users:

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 to your Phones rebooting, incl. the VVX410, I would seriously consider getting this escalated via your Polycom reseller to bring this to the attention of Polycom support.

The issue you describe with the SoundStation Duo sounds like something I had recently discovered myself.

Would you be able to check the version of your Updater via:

• Menu Key => Status => Platform => Phone and scroll down and provide what Updater Version is being displayed?

In regards to your SpectraLink query I suggest you check with the folks over at their community => here <= as they are no longer part of Polycom and I am not aware of their current software versions in regards of LYNC 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

[Anonymous]

I am working on getting it escalated.

The updater version is 5.0.5.2324

The application version is 4.1.0.84959

[SteffenBaierUK]

Hello NickT,

running UCS 4.1,x I would expect the updater to be in 5.1.x

As previously mentioned I found a similar issue and you should really work with support as we need to identify the root cause.

A workaround could be to download UCS 4.0.1 and then downgrade the phone to this. Once that has been done upgrade to UCS 4.1.0 Rev B (4.1.0.83139) and then to UCS 4.1.0 Rev M (4.1.0.85135).

The phone should then run on Updater 5.1.0.

Best Regards

Steffen Baier

[Anonymous]

We see part of the issue. It's related to our normalization rules. We are using a | (pipe) in the rule which is causing the phone to choke. With v5 firmware it doesn't cause a crash but you can see in the logs that it is splitting up the pattern match. Once we created a new test normalization rule and assigned it to a test user the phones worked without crashing.

pattern match:   ^(28653|28655|28657|28659|28661|28662|28664|287(3[2-9]|4\d|5[0-5])|21(00\d|0[1-9]\d|1[0-9]\d)|29(50\d|5[1-9]\d|[6-8]\d\d|9[0-1]\d|920)|299(2[2-9]|[3-9]\d))$

translation rule:   +130127$1

If you look at the app log, it's splitting it all up

000110.070|utilm|4|00|Failed   to Convert MicroSoft Dial plan: ^28653

000110.070|utilm|4|00|Failed   to Convert MicroSoft Dial plan: 2100\d

000110.070|utilm|4|00|Failed   to Convert MicroSoft Dial plan: 2950\d

000110.070|utilm|4|00|Failed   to Convert MicroSoft Dial plan: 2992[2-9])$@+130127$1@0

000110.070|utilm|4|00|Failed   to Convert MicroSoft Dial plan: ^28653

000110.070|utilm|4|00|Failed   to Convert MicroSoft Dial plan: 2100\d

000110.070|utilm|4|00|Failed   to Convert MicroSoft Dial plan: 2950\d

000110.070|utilm|4|00|Failed   to Convert MicroSoft Dial plan: 299([3-9]\d)$@+130127$1@0

000110.070|utilm|4|00|Failed   to Convert MicroSoft Dial plan: ^28653

[SteffenBaierUK · Accepted solution]

Hello NickT,

pipe is not supported as we use this in our own dial plan.

Betst regards

Steffen Baier