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VVX 400 - Call List Issue

SOLVED
TylerCMS
Advisor

VVX 400 - Call List Issue

Hello,

 

I've purchased several VVX 400's for testing to see if we want to replace our IP550s with these new phones. Everything appears to be working correctly except for the Call Lists. Firmware is 4.1.4.7430

 

For some reason, the phone will stop keeping track of recent calls. A reboot will temporarily fix the issue, but it only seems to last for several hours, and then it just stops. I have enabled debugging on the call lists module and I wonder if these logs can help me diagnose the issue I am having.

 

Here is the log where it is working fine:

0701104008|so   |4|00|IsDivertFeaturesEnabled - EXIT
0701104008|so   |4|00|IsDivertFeaturesEnabled - EXIT
0701104008|app1 |4|00|DBS event contains a handle ((nil)) that's invalid
0701104009|app1 |4|00|DBS event contains a handle ((nil)) that's invalid
0701104009|app1 |4|00|DBS event contains a handle ((nil)) that's invalid
0701104009|clist|1|00|dbSet::setSaveStatus:saved m_sync=<0x0>
0701104009|clist|1|00|dbSet::setSaveStatus:saved m_sync=<0x0>
0701104011|clist|1|00|dbCallSet::updateCall:cid= 0 lid=1 field=1
0701104011|clist|1|00|dbCallSet::updateCall:cid= 0 lid=1 field=2
0701104011|clist|2|00|dbCallSet::saveCall:cid= 0 duration= 0
0701104012|clist|1|00|dbCallSet::updateCall:cid= 0 lid=1 field=3
0701104012|clist|1|00|dbCallSet::updateCall:cid= 0 lid=1 field=4
0701104012|clist|1|00|dbCallSet::updateConn:name= BDoor: Jared Shaw addr= XXXXXXXXXX
0701104012|clist|1|00|dbCallSet::updateConn:name=  addr= 308
0701104012|so   |4|00|IsDivertFeaturesEnabled - EXIT
0701104012|so   |4|00|IsDivertFeaturesEnabled - EXIT
0701104012|app1 |4|00|DBS event contains a handle ((nil)) that's invalid
0701104012|app1 |4|00|DBS event contains a handle ((nil)) that's invalid
0701104012|app1 |4|00|DBS event contains a handle ((nil)) that's invalid
0701104012|app1 |4|00|DBS event contains a handle ((nil)) that's invalid
0701104012|app1 |4|00|DBS event contains a handle ((nil)) that's invalid
0701104012|app1 |4|00|DBS event contains a handle ((nil)) that's invalid
0701104012|clist|1|00|dbSet::setSaveStatus:saved m_sync=<0x0>

 

Here is the log where it fails to add the entry to the call list database?

0628115020|clist|1|00|dbSet::setSaveStatus:saved m_sync=<0x0>
0628115049|so   |4|00|SoCoreAudioC::procMsgXIndCtrl: Indicator 9 control, state 1049 out of range
0628115051|app1 |4|00|DBS event contains a handle ((nil)) that's invalid
0628115051|clist|1|00|dbSet::setSaveStatus:saved m_sync=<0x0>
0628115054|app1 |4|00|DBS event contains a handle ((nil)) that's invalid
0628115054|app1 |4|00|DBS event contains a handle ((nil)) that's invalid
0628115054|clist|1|00|dbSet::setSaveStatus:saved m_sync=<0x0>
0628115109|clist|1|00|dbList::needsReload:name=<Free> size=<104> active=<25> free=<79> lowMark-active=<1>
0628115109|clist|1|00|dbCallSet::updateCall:cid= -1 lid=1 field=3
0628115109|clist|4|00|dbCallSet::updateCall:m_status=<true> list[1]=<0xf331a8>
0628115109|clist|4|00|dbCallSet::updateCall:db = NULL
0628115109|so   |4|00|IsDivertFeaturesEnabled - EXIT
0628115109|so   |4|00|IsDivertFeaturesEnabled - EXIT
0628115109|clist|1|00|dbList::needsReload:name=<Free> size=<104> active=<25> free=<79> lowMark-active=<1>
0628115109|app1 |4|00|DBS event contains a handle ((nil)) that's invalid
0628115110|clist|1|00|dbSet::setSaveStatus:saved m_sync=<0x0>

 

 

If I understand this correctly, the phone should keep an internal database of recent calls (missed, placed, received) and also it should upload it's log to the provisioning server (TFTP in this case)? 

 

I appreciate your help on this, I really like this phone, but this issue needs to be sorted out before we can migrate.

 

Thanks!

Message 1 of 19
1 ACCEPTED SOLUTION

Accepted Solutions
TylerCMS
Advisor

Re: VVX 400 - Call List Issue

This bug appears to be fixed in the newest firmware (4.1.5).

 

Thanks!

View solution in original post

Message 5 of 19
18 REPLIES 18
SteffenBaierUK
Polycom Employee & Community Manager

Re: VVX 400 - Call List Issue

Hello TylerCMS,

welcome to the Polycom Community.

Please raise this via your Polycom reseller and / or Polycom support and reference VOIP-84537 and this community post.

 

Is this incoming or outgoing calls or missed calls?

 

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. All posts and words are my own & do not represent the views of Employer.

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

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 19
TylerCMS
Advisor

Re: VVX 400 - Call List Issue

Thanks for your quick response.

 

This effects incoming and outgoing calls.

 

Placed Calls

Missed Calls

Received Calls

 

Excuse my ignorance but where do I open a polycom support ticket?

Message 3 of 19
SteffenBaierUK
Polycom Employee & Community Manager

Re: VVX 400 - Call List Issue

Hello TylerCMS,

 

either by contacting the person who sold you the phone or checking the details in my signature.

 

Best Regards

 

Steffen Baier

----------------
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. All posts and words are my own & do not represent the views of Employer.

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

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 19
TylerCMS
Advisor

Re: VVX 400 - Call List Issue

This bug appears to be fixed in the newest firmware (4.1.5).

 

Thanks!

View solution in original post

Message 5 of 19
TI2014
Occasional Advisor

Re: VVX 400 - Call List Issue

Hi Tyler,

 

I see that your last reply had indicated that the issue was supposedly fixed in 4.1.5.  How did you determine this to be true?  Did the original poster verify?  We are running into what sounds to be the same issue but we are running 4.1.6.

 

Thanks,

Message 6 of 19
SteffenBaierUK
Polycom Employee & Community Manager

Re: VVX 400 - Call List Issue

Hello TI2014,

welcome to the Polycom Community.

The above quoted internal reference may lead to a different tracked issue.

 

In order to troubleshoot this Polcyom support would require the following Log levels activated:

 

log.level.change.so="1" log.level.change.pgui="1" log.level.change.app1="2" log.level.change.sip="0" log.render.level="0"

Please replicate the issue and then forward these logs via your Polycom reseller to Polycom 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

----------------
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. All posts and words are my own & do not represent the views of Employer.

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

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 7 of 19
TI2014
Occasional Advisor

Re: VVX 400 - Call List Issue

Hi SteffenBaierUK,

 

Thank you so much for your quick response.  Our end users are complaining that the updating of the recent call lists stops and a reboot starts the recent call lists logging once again but it will stop again after a few days or so.  We are trying to reproduce in our lab environment.  I will update with the logs if we are successful at reproducing the issue.  Can you let me know what actually was fixed in 4.1.5?

 

 

Message 8 of 19
SteffenBaierUK
Polycom Employee & Community Manager

Re: VVX 400 - Call List Issue

Hello TI2014,

welcome to the Polycom Community.

The UCS 4.1.5 Release notes contain a chapter covering all fixed issues.

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. All posts and words are my own & do not represent the views of Employer.

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

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 9 of 19
TI2014
Occasional Advisor

Re: VVX 400 - Call List Issue

I cannot find the release notes for UCS 4.1.5???

Message 10 of 19