VVX Losing Local Config File

[Anonymous]

Hello,

Looking for some help on an issue thats been plagueing us.  We are a hosted UC provider using the Broadsoft platform and we have a customer that keeps reporting their VVX 400 and 500's are showing the MAC and Model on the screen and are not able to make or take calls.  When doing a restart on the phone, the phones come up in the exact same state.  If you pull the power on the phone, it will come up and show the proper config file and work as intended.  

These phones are working perfectly after they leave for the day and when they come in the next morning, it is in the previously described state.  After pulling traces, we have found a large number of check-sync NOTIFY's are being sent to the phones right before they enter this state.  However, we have also noticed not every phone that has these NOTIFY's sent to it, are having the issue.

We have been able to partically duplicate this issue in regards to manually forcing a bunch of check-sync NOTFY's to a phone and we notice after 60'ish NOTIFY's in a short amount of time, the phone will automatically reboot.  Occasionally, when this reboot occurs, it will show on the screen the Config file is not able to be found.  However, in our testing, the phones come up with no issues.  The proper config file is loaded and the phone is perfectly operational.

We tend to have 2 issues going on.  1) something is causing the NOTIFY's to be send in rapid succession.  2) what causes the phones to reset their config file and revert back to their default one and also not allow it to pull the config file from our server.

On a side note, in testing we forced the phone to do the reboot like normal and we then entered the settings prior to it booting all the way up and set it to a static IP and set it up on a "junk" DNS server hoping to get it faile ot the blank config file.  However, the phone just booted up and couldnt register.  it still had all of the settings from the config file and it was not blank.

Any help would be appreciated as we are stuck as to why a phone would get its good, working config file wiped out and replaced by the default config file on the phone.

Thank you for your help!

ANPI

[SteffenBaierUK]

Hello ANPI,

welcome to the Polycom Community.

It is always useful to include the currently used SIP or UC Software version as issues experienced may already be addressed in a newer release.

This also allows yourself and others to check against current software release notes.

The above is also stated in the "Read First: Welcome to the Polycom VoIP Forum"

Therefore the Polycom VoIP FAQ contains this post here:

Question: How can I find out my SIP UC Software Version or the BootROM Version of my Phone?
Resolution: Please check here

In addition where is the source of the SIP NOTIFY coming from ?

I suggest you look at this FAQ post here in addition:

Oct 24 2014 Question:How can I prevent tools like sipvicious or nuisance Cisco calls ringing my phone?

Resolution: Please check => here <=

If all of this fails I can only urge you to raise this with your Polycom reseller so our support team can analyze the logs.

If you fail to identify your reseller please provide me with a serial number of one of the affected units.

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

[Anonymous]

PolycomVVX-VVX_400-UA running on 4.1.6.5112

Thanks!

[SteffenBaierUK]

Hello jts77,

welcome to the Polycom Community.

Checking your email you seem to work for the same company.

UC Software 4.1.6 is no longer a supported software.

We usually support current - 1 aka UC Software 5.4.2 or 5.4.1

If you are a service provider I suggest to test at least UC Software 4.1.8 prior to raising a support ticket with Polycom support via your Polycom reseller if the issue re-occurs.

 
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