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VVX series phones randomly reboot.

troyb
Occasional Visitor

VVX series phones randomly reboot.

Hello,

 

We ahve been seeing random reboots on various VVX phones. Anything from the 310 to the 600. I have included the last loged reboot below from an VVX-600. Does anyone have an idea what might be causing this? The each of the phones is brand new.

 

demos# more 0004f274f408-app.log
0228225613|acom |4|00|App "browser" has failed to read a message, error number = 92
0228225613|acom |5|00|AppComServer encountered a connection error.
0228225613|acom |4|00|Application browser from 127.0.0.1 [2488] has been disconnected.
0301004218|so   |4|00|drvAlsaPlcmCtrlSyncListener, failed to open for read /tmp/plcmsync
000019.587|log  |*|00|---------- Initial log entry ----------
000019.534|rdisk|*|00|Initial log entry. Current logging level 4
000019.538|rdisk|*|00|RAM disk created and mounted at "/rfs0"
000019.540|rdisk|*|00|RAM disk created, size: 16,777,216 bytes

 

Information on the device is here:

 

Phone Information
Phone Model    VVX 600
Part Number    3111-44600-001 Rev:A
MAC Address    00:04:F2:74:F4:08
IP Mode    IPv4
IP Address    192.168.0.221
UC Software Version    5.5.0.20556
Updater Version    5.7.0.18267

 

Message 1 of 7
6 REPLIES 6
SteffenBaierUK
Polycom Employee & Community Manager

Re: VVX series phones randomly reboot.

Hello TroyB,

welcome to the Polycom Community.

This should be urgently escalated into our support group. It may just a miss configuration or something else. Usually there is a tech dump and/or a core dump on an unexpected reboot.

 

WESTCON GROUP EUROPEAN OPERATIONS LTD sold this unit back in May 2016 so please work with them to get support.

 

We need complete logs, a backup of the configuration, the scenario when this happens and maybe test accounts.


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 Poly 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 7
jowatson
Visitor

Re: VVX series phones randomly reboot.

Steffen, 

Did the origional poster ever create a ticket(from several of your posts it seems like you could see that info)?  And if so was there any resolution?

Message 3 of 7
SteffenBaierUK
Polycom Employee & Community Manager

Re: VVX series phones randomly reboot.

Hello jowatson,

welcome to the Polycom Community.

The MAC provided by the original poster did not have any tickets open.

 

If you see the same issue please post your details so I can look up who can 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 Poly 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 7
BTIA
Occasional Visitor

Re: VVX series phones randomly reboot.

Hello, 

 

Was this ever solved?  I recently purchased a business and 4 VVX 410 phones came with it.  For the last month, we have been experiencing our phones randomly rebooting.  We notice it happens during higher call volumes.  Three of the four phones are on an older firmware.  The one with the newer firmware rarely reboots.  We currently are using a Comcast business gateway and 8x8 service.  Any ideas?

 

Regards,

 

Brian

Message 5 of 7
SteffenBaierUK
Polycom Employee & Community Manager

Re: VVX series phones randomly reboot.

Hello @BTIA,

welcome to the Polycom Community.

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

This also allows yourself and others to check against current software release notes, Administrator Guides or FAQ post’s.

The above is also stated in the "Must Read First" and is the absolute minimum requirement every new post should include. .

In addition providing us with this basic information gives Polycom an idea what Software Versions are used in the field and avoids wasting time trying to troubleshoot issues which have already been addressed.

Therefore the Polycom VoIP FAQ contains this post here:

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

 

I suggest 8x8 logs a ticket with our support team to investgate the root cause.


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 Poly 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 6 of 7
troyb
Occasional Visitor

Re: VVX series phones randomly reboot.

Hello Brian,

 

Sorry we never did figure out what the cause was. The issue stopped happening and I suspect it was related to a config directive or firmware. Both have changed, but I think it stopped (at least best I can remember) after a config change. We changed firmware but not right away. The config we are using now is drastically different and the firmware is only slightly newer.

 

Wish I could be of more help.

 

Best,

 

-Troy

Message 7 of 7