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Unable to provision phone. Polycom VVX 500 downloads initial config and crashes (core dump)

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Advisor

Unable to provision phone. Polycom VVX 500 downloads initial config and crashes (core dump)

Very very basic setup, that works with 100% of every other phone on the network.

 

We have one phone that was working fine for months and now we need to point it to a new provisioning server.

 

The phone does the following and then crashes and uploads a core:

 

10.20.100.186 - - [04/Oct/2018:20:45:11 +0000] "GET /0004f2b059aa.cfg HTTP/1.1" 200 429 [FileTransport PolycomVVX-VVX_500-UA/5.9.5.13643 (SN:0004f2b059aa) Type/Updater]
10.20.100.186 - - [04/Oct/2018:20:45:12 +0000] "PUT /Logs/0004f2b059aa-boot.log HTTP/1.1" 201 71 [FileTransport PolycomVVX-VVX_500-UA/5.9.5.13643 (SN:0004f2b059aa) Type/Updater]
10.20.100.186 - - [04/Oct/2018:20:45:41 +0000] "GET /0004f2b059aa.cfg HTTP/1.1" 200 429 [FileTransport PolycomVVX-VVX_500-UA/5.8.0.12848 (SN:0004f2b059aa) Type/Application]
10.20.100.186 - - [04/Oct/2018:20:45:41 +0000] "GET /polycomBasic.cfg HTTP/1.1" 200 2391 [FileTransport PolycomVVX-VVX_500-UA/5.8.0.12848 (SN:0004f2b059aa) Type/Application]
10.20.100.186 - - [04/Oct/2018:20:45:41 +0000] "GET /site.cfg HTTP/1.1" 200 11003 [FileTransport PolycomVVX-VVX_500-UA/5.8.0.12848 (SN:0004f2b059aa) Type/Application]
10.20.100.186 - - [04/Oct/2018:20:45:41 +0000] "GET /sip.cfg HTTP/1.1" 200 24573 [FileTransport PolycomVVX-VVX_500-UA/5.8.0.12848 (SN:0004f2b059aa) Type/Application]
10.20.100.186 - - [04/Oct/2018:20:45:42 +0000] "GET /Overrides/0004f2b059aa-phone.cfg HTTP/1.1" 404 315 [FileTransport PolycomVVX-VVX_500-UA/5.8.0.12848 (SN:0004f2b059aa) Type/Application]
10.20.100.186 - - [04/Oct/2018:20:45:42 +0000] "GET /Overrides/0004f2b059aa-web.cfg HTTP/1.1" 404 313 [FileTransport PolycomVVX-VVX_500-UA/5.8.0.12848 (SN:0004f2b059aa) Type/Application]
10.20.100.186 - - [04/Oct/2018:20:45:42 +0000] "GET /000000000000-license.cfg HTTP/1.1" 404 307 [FileTransport PolycomVVX-VVX_500-UA/5.8.0.12848 (SN:0004f2b059aa) Type/Application]
10.20.100.186 - - [04/Oct/2018:20:45:42 +0000] "GET /0004f2b059aa-license.cfg HTTP/1.1" 404 307 [FileTransport PolycomVVX-VVX_500-UA/5.8.0.12848 (SN:0004f2b059aa) Type/Application]
10.20.100.186 - - [04/Oct/2018:20:45:47 +0000] "GET /SoundPointIPWelcome.wav HTTP/1.1" 200 95926 [FileTransport PolycomVVX-VVX_500-UA/5.8.0.12848 (SN:0004f2b059aa) Type/Application]
10.20.100.186 - - [04/Oct/2018:20:47:17 +0000] "PUT /enc.0004f2b059aa-5.9.5.13643-core.tApp0.803.1538685947.11.tar.gz HTTP/1.1" 200 370 [FileTransport PolycomVVX-VVX_500-UA/5.9.5.13643

 

 

 

Unable to attach the core file directly because the forum returns the error:

  • The file enc.0004f2b059aa-5.9.6.6357-core.tapp0.800.1538776166.11.tar.gz does not have a valid extension for an attachment and has been removed. jpg,gif,pdf,ppt,doc,png,jpeg,zip,.7z,docx,xlsx, pptx, wmv, flv, mp3, mp4, log, tgz,pbu are the valid extensions.

 

I suggest you allow .tar.gz files since this appears to be part of your debug process.

 

I have zipped the core file so that the forum is happy,

Message 1 of 9
8 REPLIES 8
Polycom Employee & Community Manager

Re: Unable to provision phone. Polycom VVX 500 downloads initial config and crashes (core dump)

Hello @markm,

 

welcome back 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, Lync)
  • 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 you may have already providing some of these details, and it may not directly impact any possible answer the community can provide, it does enable Polycom to have an overview of the current software etc. being used.

 

In addition other details allow us to 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.

 

Feb 16, 2016 Question:What is / are the core.tgz file on a provisioning server ?

Resolution: A core dump is uploaded by the phone if a phone crashed for some reason. Please provide these to Polycom support for further analysis.

 

In addition some or a couple of your old post(s) or reply(s) to them => here <= are still open / pending as you have not marked these as "Accept as a solution" or at least provided some form of feedback or answer.

If they are in this state nobody finding them via a community search will know if an answer or advice provided was useful and has maybe helped you.

Could you therefore kindly go over them and mark or answer as appropriate ?

If they are marked as "Accept as a solution" other users can find these easier and it helps them to utilise the community more efficiently. Please do not simply mark them without any type of feedback.

 

For your current issue the VVX was purchased from SCANSOURCE COMMUNICATIONS back in 23/03/2013


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.

As 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




<======== 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 9
Advisor

Re: Unable to provision phone. Polycom VVX 500 downloads initial config and crashes (core dump)

Hi SteffenBaierUK ,

 

I've been able to reproduce the crash on a number of phones now.

 

Polycom VVX 500

Polycom VVX 400

 

Problem Description:

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

Using the following firmware:

https://downloads.polycom.com/voice/voip/uc/polycom-uc-software-5-8-1-rts90-release-sig-split.zip

 

Once this software is downloaded, the phone does not get a chance to boot up.

The phone displays:

"Updater has an incorrect signature.”

 

The phone then reboots itself and then uploads a core file to the server (attached previously)

 

Expected Behavior:

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

Phone will continue to provision and then download the normal configuration files mac.cfg and so forth

------------------------------- 

 

Workaround

------------------------------- 

Downgrade to 5.8.0 VVX firmware.

------------------------------- ​

Message 3 of 9
Polycom Employee & Community Manager

Re: Unable to provision phone. Polycom VVX 500 downloads initial config and crashes (core dump)

Hello

Your escalation options have been outlined

Replied via a mobile device



<======== 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 4 of 9
Advisor

Re: Unable to provision phone. Polycom VVX 500 downloads initial config and crashes (core dump)

Despite this particular originally reported phone being out of warranty,  this is a newly released firmware that is crashing a modern VVX phone.  We shouldn't have to pay for a support incident that's related to BRAND NEW firmware on a SUPPORTED (Non-EOL) phone.

 

This definitely isn't a warranty issue, because I've replicated this issue on a brand new out of the box VVX 500.

 

I can deal with the brand new 5.8.1 firmware not working correctly by downgrading to 5.8.0.   I also do not need any of the new features in 5.8.1, so this post is more for your other customers who will most likely be using this new firmware at some point and run into the exact same issue since I've been able to reproduce this on multiple phones.

 

I've already sent the findings that will surely help the development team pinpoint this issue (namely just trying to put 5.8.1 onto a VVX 400 or VVX 500 will immediately result in a crash on boot).  If you choose to not pass this information along to the development team without an "escilation", then you are doing no favors to your customer base by ignoring this glaring issue.

Message 5 of 9
Polycom Employee & Community Manager

Re: Unable to provision phone. Polycom VVX 500 downloads initial config and crashes (core dump)

Hello @markm,

 

for your issue you may assume we should just get this into support but out engineering team does not have sufficient details from this post to work this.

 

Mar 8, 2012 Question: What kind of support should I expect from the Community?
Clarification: Please check => here <=

 

If you have a brand new unit that does the same and is still in warranty please get this into support.

 

In addition some or a couple of your old post(s) or reply(s) to them => here <= are still open / pending as you have not marked these as "Accept as a solution" or at least provided some form of feedback or answer.

If they are in this state nobody finding them via a community search will know if an answer or advice provided was useful and has maybe helped you.

Could you therefore kindly go over them and mark or answer as appropriate ?

If they are marked as "Accept as a solution" other users can find these easier and it helps them to utilise the community more efficiently. Please do not simply mark them without any type of feedback.

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 6 of 9
Highlighted
Polycom Employee & Community Manager

Re: Unable to provision phone. Polycom VVX 500 downloads initial config and crashes (core dump)

Hello @markm,

 

I just had a case come into support and I can actually reproduce this:

 

  • Upgrade directly to 5.8.1 using the split or combined firmware via a Provisioning server from UC Software 5.4.4 will fail

  • Upgrading from 5.8.0 to 5.8.1 will work

I have not tested any other firmware release and as your post was missing such detail I could not action on this.

 

EDIT: I have reproduced this and if you want your issue to come into support please raise this as already outlined quoting 1-10542977241 / EN-108628


Best Regards and thanks for bring this to our attention

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 7 of 9
Advisor

Re: Unable to provision phone. Polycom VVX 500 downloads initial config and crashes (core dump)

@SteffenBaierUK

 

I didn't feel the need to open an official case... This is basically what I was getting at with the intention of this thread.  Okay so this issue has been confirmed and you already have reports.

 

And it does look like this is a usable workaround.

 

Thanks.

 

 

Message 8 of 9
Polycom Employee & Community Manager

Re: Unable to provision phone. Polycom VVX 500 downloads initial config and crashes (core dump)

Hello @markm and all,

 

The Updated builds are posted on our official Support Page and => 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




<======== 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 9 of 9