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SoundStation IP 6000 Freezes Periodically

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Occasional Visitor

SoundStation IP 6000 Freezes Periodically

We have a scenario that phones are up and running, no issue, provisioned and working extremely well. But randomly, phones have started freezing up - there is the typical screen displayed, but the phone doesn't react on pressed keys, stopps responding to ping and only a hard restart (unplug/plug power) can help. It's starting to happen on several phones.

 

Phone Information
Phone Model SoundStation IP 6000
Part Number 3111-15600-001 Rev:W
MAC Address 64:16:7F:05:8A:AF
UC Software Version 4.0.14.0987
BootROM Software Version 5.0.8.0935


Call Platform: DialPad


See attached App, boot logs and phone backup files.

 

2 REPLIES 2
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Polycom Employee & Community Manager

Re: SoundStation IP 6000 Freezes Periodically

Hello @GM54 ,

 

welcome to the Polycom Community.

 

not sure what configuration you are loading but I would ensure to remove this:

 

0304105415|cfg  |4|03|Prm|Local configuration: Unknown parameter "feature.forward.enable" found, ignoring.
0304105415|cfg  |4|03|Prm|Local configuration: Unknown parameter "feature.doNotDisturb.enable" found, ignoring.
0304105415|cfg  |4|03|Prm|Local configuration: Unknown parameter "call.defaultTransferType" found, ignoring.
0304105415|cfg  |4|03|Prm|Local configuration: Unknown parameter "call.teluri.showPrompt" found, ignoring.
0304105415|cfg  |4|03|Prm|Local configuration: Unknown parameter "voice.codecPref.Opus" found, ignoring.
0304105415|cfg  |4|03|Prm|Web configuration: Unknown parameter "feature.forward.enable" found, ignoring.
0304105415|cfg  |4|03|Prm|Web configuration: Unknown parameter "feature.doNotDisturb.enable" found, ignoring.
0304105415|cfg  |4|03|Prm|Web configuration: Unknown parameter "call.defaultTransferType" found, ignoring.
0304105415|cfg  |4|03|Prm|Web configuration: Unknown parameter "call.teluri.showPrompt" found, ignoring.
0304105415|cfg  |4|03|Prm|Web configuration: Unknown parameter "voice.codecPref.Opus" found, ignoring.

In addition ensure you are on Updater 5.0.14

 

The log does not show anything so you may want to look into using something like syslog to capture the event.

 

The next step is a support ticket.

 

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.

Based on our records the unit was sold via Veracomp SA back in 28/12/2017 so 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

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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 3
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Re: SoundStation IP 6000 Freezes Periodically

Hi,

We are experiencing the same issue as well after upgrading our Polycom 6000 to 

UC Software Version is  4.0.14 and BootROM Software Version (Updater) 5.0.14.

Is anyone else having samer issue. 

Looks like downgrading to 4.0.13 is fixing the issue.

Regards

Robert

Message 3 of 3