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[Troubleshooting] SoundStation IP 6000 locks up

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[Troubleshooting] SoundStation IP 6000 locks up

Greetings, 

 

Phone Details:

 

Phone mode: Polycom SoundStation IP6000

Call Platform: Vonage

Part Number 3111-15600-001 Rev:W

UC Software Version 4.0.14.0987

BootROM Software Version 5.0.5.2324

 

After upgraded to the latest software and getting it working with Vonage the phone will lock up with the log entires of :

 

1219100411|res  |4|03|[ResFinderC]: Download - Failed to download file SoundPointIPLocalization/English_United_States/SoundPointIP-dictionary.xml, errno 0x2.
1219100411|log  |4|03|UtilLogC::uploadFifoLog: upload error. protocol 0 result = -1
1219100412|log  |4|03|UtilLogC::uploadFifoLog: upload error. protocol 0 result = -1
1219100412|log  |4|03|UtilLogC::uploadFifoLog: upload error. protocol 0 result = -1
1219100414|log  |4|03|UtilLogC::uploadFifoLog: upload error. protocol 0 result = -1
1219100414|log  |4|03|Failed to upload boot log on start up.
1219100526|log  |4|03|UtilLogC::uploadFifoLog: upload error. protocol 0 result = -1
1219100527|log  |4|03|UtilLogC::uploadFifoLog: upload error. protocol 0 result = -1
1219100630|log  |4|03|UtilLogC::uploadFifoLog: upload error. protocol 0 result = -1
1219100631|log  |4|03|UtilLogC::uploadFifoLog: upload error. protocol 0 result = -1
1219100734|log  |4|03|UtilLogC::uploadFifoLog: upload error. protocol 0 result = -1
1219100735|log  |4|03|UtilLogC::uploadFifoLog: upload error. protocol 0 result = -1
1219110607|copy |*|03|Server 'prov.vonage.com' said 'polycom/ZbHCKkW8X8/languages/Website_dictionary_language_en-us.xml' is not present
1219110607|utilm|4|03|uBLFCompressed: File /ffs0/languages/Website_dictionary_language_en-us.xml.zzz does not exist or is empty
1219110613|copy |*|03|Server 'prov.vonage.com' said 'polycom/ZbHCKkW8X8/languages/Website_dictionary_language_en-us.xml' is not present
1219110613|utilm|4|03|uBLFCompressed: File /ffs0/languages/Website_dictionary_language_en-us.xml.zzz does not exist or is empty

Any Help would be appreciated. The phone is provisioned from Vonage and we have no other UC hardware in the stack. 

Message 1 of 2
1 ACCEPTED SOLUTION

Accepted Solutions
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Polycom Employee & Community Manager

Re: [Troubleshooting] SoundStation IP 6000 locks up

Hello @Mike Kirkpatrick,

 

welcome to the Polycom Community.

Both the community's Must Read First and the community's FAQ reference the basic minimum information a new or follow up post should contain.

This ensures the questions having to be asked are limited and any new or follow up post contains the right amount of details to ensure any voluntary participant within the community does not spend additional time chasing basic information.

As a reminder the basic information asked for:

 

  • Provide the exact Software Version of your Phone
  • Provide the Phone Model
  • Provide the Call Platform (aka openSIP,Skype for Business Online, Skype for Business on Premise, Lync)
  • Additional Polycom Infrastructure (RPRM,PDMS or BToE)
  • If applicable provide a backup of the phone in question

UC Software 4.0.0 or later via the Web Interface Utilities > Phone Backup & Restore > Phone Backup > Phone Backup

  • If possible provide a Log and either attach them or use the Code Tag.Consult the Troubleshooting Section found within the FAQ if applicable
  • If possible provide the MAC Address or Serial of the device
  • Provide details if the issue is a day 1 issue or only happened after an upgrade or any other relevant details

Whilst providing some of these details may not directly impact any possible answer the community can provide, it does enable Polycom to have an overview of the current software used. In addition providing all details at the same time allow us to check logs or look up a potential support partners if an issue needs to come into support. It also enables us to verify the entitlement for using features.

 

Please ensure you always check the FAQ's and/or utilize the community search before posting any new topics or follow up post’s.

 

Your BootROM should be on 5.0.14 and the part of the log you posted does not show any useful information.


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

View solution in original post

Message 2 of 2
1 REPLY 1
Highlighted
Polycom Employee & Community Manager

Re: [Troubleshooting] SoundStation IP 6000 locks up

Hello @Mike Kirkpatrick,

 

welcome to the Polycom Community.

Both the community's Must Read First and the community's FAQ reference the basic minimum information a new or follow up post should contain.

This ensures the questions having to be asked are limited and any new or follow up post contains the right amount of details to ensure any voluntary participant within the community does not spend additional time chasing basic information.

As a reminder the basic information asked for:

 

  • Provide the exact Software Version of your Phone
  • Provide the Phone Model
  • Provide the Call Platform (aka openSIP,Skype for Business Online, Skype for Business on Premise, Lync)
  • Additional Polycom Infrastructure (RPRM,PDMS or BToE)
  • If applicable provide a backup of the phone in question

UC Software 4.0.0 or later via the Web Interface Utilities > Phone Backup & Restore > Phone Backup > Phone Backup

  • If possible provide a Log and either attach them or use the Code Tag.Consult the Troubleshooting Section found within the FAQ if applicable
  • If possible provide the MAC Address or Serial of the device
  • Provide details if the issue is a day 1 issue or only happened after an upgrade or any other relevant details

Whilst providing some of these details may not directly impact any possible answer the community can provide, it does enable Polycom to have an overview of the current software used. In addition providing all details at the same time allow us to check logs or look up a potential support partners if an issue needs to come into support. It also enables us to verify the entitlement for using features.

 

Please ensure you always check the FAQ's and/or utilize the community search before posting any new topics or follow up post’s.

 

Your BootROM should be on 5.0.14 and the part of the log you posted does not show any useful information.


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

View solution in original post

Message 2 of 2