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VVX Color expansion module lockup issue

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Occasional Advisor

VVX Color expansion module lockup issue

Hello. We have many phones deployed with the VVX color expansion module. All of them are working fine except for three phones located in the same office using the same template (its got to be something in the config).

UC firmware ver: 5.4.2B (5.4.2.2834). Same issue happening since 4.X have step upgraded until this latest version. Cant upgrade anymore at this point.

asterisk 11.17.1 on Freepbx 12

Phones are all using SIP

 

The side cars lock up randomly. Sometimes after 3 days sometimes after 14 days or more but they will all lock up eventually. I have scoured the forum here for similar issues and while I can fine entries that are similar many report to be fixed. I have made sure that the amount of BLF's is 50 or under (Its right at 50 currently which is the supported amount). There are also about 10 speeddials. Everything on the phone works normally just after a period of 1 to 14 days the sidecars will not respond to button presses. They will switch pages fine. Sometimes speed dials will respond on page 3 but no BLFs respond. If you unplug the sidecar and plug back in it will work again. If you reboot the phone it will work again also. I dont remember the reseller for these phones. The mac of one of the affected phones (all purchased in the same lot) is 

0004f279a3d3 so if I must open a ticket through the reseller if you could please let me know which reseller that would be great! Id hope to also have some ideas posted back here, too, if possible.

 

I have attached the exported config from the phone as well as the exported app log file.

12 REPLIES 12
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Polycom Employee & Community Manager

Re: VVX Color expansion module lockup issue

Hello joshrr,

The unit was sold via SCANSOURCE COMMUNICATIONS back in 19/06/2015.

 

They can open a case for you and I suggest setting up syslog so we get some logs of the unit over time.

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 13
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Occasional Advisor

Re: VVX Color expansion module lockup issue

Just adding an update here. Polycom believes the issues we are experiencing are related to a memory leak. There will be a software release hoping to address the issue by end of April. This was passed down from our reseller who opened the ticket with Polycom. Thanks.

Message 3 of 13
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Visitor

Re: VVX Color expansion module lockup issue

We are also plagued by this issue.  Thus far we have four phones with expansion modules that are locking up intermittently.  Anywhere from a day to a couple of weeks.  We are running 5.4.1 on VVX 410 phones.  The BLFs on the expansion module still update their status, but pressing buttons on the expansion module yields nothing.

 

Is there any update on when a software release that will address this "memory leak" will be available?

Message 4 of 13
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Polycom Employee & Community Manager

Re: VVX Color expansion module lockup issue

Hello mjo,

welcome to the Polycom Community.

5.4.1 is no longer supported so I suggest to use 5.4.4

 

In addition we do not publicly discuss future software versions and without actually analyzing each individual case we would only assume that one reported customer fix matches yours.

 

Please go ahead and raise this via your Polycom reseller who sold the units or of this is an Internet Discounter please provide me with the MAC Address.


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

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

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 5 of 13
Highlighted
Visitor

Re: VVX Color expansion module lockup issue

Steffe,

 

We are experiencing this issue on multiple phones (up to seven today) that we purchased from an internet retailer.  Here are the MAC addresses of the units that are affected so far:

 

00:04:f2:7c:f6:de

00:04:f2:c5:e0:6b

00:04:f2:d2:f2:4c

00:04:f2:c1:c8:95

00:04:f2:7c:f8:48

00:04:f2:7c:f7:21

00:04:f2:d3:8b:bc

 

I will try upgrading some phones to 5.4.4 to see if that helps.  However, I see no mention of this issue being resolved in the release notes up through 5.4.4, so I am assuming that it will make no difference.

 

I appreciate any help that you can offer.

Message 6 of 13
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Polycom Employee & Community Manager

Re: VVX Color expansion module lockup issue

Hello mjo,

 

I am not sure where in the world you are but the resellers are a bit of a mix

 

0004f27cf6de WESTCON CANADA SYSTEMS INC 24/02/2016
0004f2c5e06b WESTCON GROUP EUROPEAN OPERATIONS LTD 24/07/2015
0004f2d2f24c ALLNET GMBH 30/06/2015
0004f2c1c895 WESTCON GROUP EUROPEAN OPERATIONS LTD 31/03/2015
0004f27cf848 WESTCON CANADA SYSTEMS INC 24/02/2016
0004f27cf721 WESTCON CANADA SYSTEMS INC 24/02/2016
0004f2d38bbc WESTCON COLLABORATION 21/07/2015

 

One of the above, most likely the one in your region, must be contacted in order for them to open a Support Ticket for yourself with 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

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

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 13
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Visitor

Re: VVX Color expansion module lockup issue

I have made contact with Westcon today.  They were extremely helpful.

 

I am going to try upgrading one phone to 5.4.4, upgrading one phone to 5.5.0, and downgrading one phone to 5.3.3 (leaving the rest untouched).  I am hoping that at least one of them will quit exhibiting the issue.  Whichever I find to be successful, I will push out to the rest of the phones.  If all three paths prove to exhibit the same issue, then Westcon said they will make contact with Polycom about the issue.

Message 8 of 13
Highlighted
Visitor

Re: VVX Color expansion module lockup issue

I know it has only been a week, but so far, so good.  I actually downgraded three of our production phones to 5.3.3, upgraded three to 5.4.4, and upgraded one to 5.5.0.  Not a single complaint so far of issues with the attached expansion module.

Message 9 of 13
Highlighted
Visitor

Re: VVX Color expansion module lockup issue

We have one Business Group with multiple VVX expantion modules that are locking up. They have multiple Line state monitors. We are running VVX 500s with 5.2.2.1522. Rebooting the phone seems to clear the issue for a few days we have tried loading 5.7.0.11768 to see if that clears the issue. Is this a known issue and does anyone know if there is a specific polycom UC release that fixes the issue? 

Message 10 of 13