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VVX1500 hangs and reboots when trying to dial a contact from search result in local phone directory

SOLVED
Highlighted
Advisor

VVX1500 hangs and reboots when trying to dial a contact from search result in local phone directory

Hi,

 

VVX1500 hangs and reboots when trying to dial a contact from search result in local phone directory.

 

Steps to reproduce:

- Press (Dir) button on the phone.

- Select (1 ) Contact Directory

- Press (More) Soft key to see more option

- Press (Search) Soft key to lookup for a contact.

- Type a name using keyboard or dialpad.

- Select a contact from a result list

- Press Dial soft key.

 

Phone become unresponsive and after a couple of minutes reboots uploading a core dump.

 

The below is alist of affected versions:

- 5.6.1

- 5.6.0

- 5.5.2

 

The stable firmware version that doesn't have this bug

5.5.1

 

Only VVX1500 model is affecteted, we tried with different models VVX201 and VVX300 don't have this issue.

 

Message 1 of 6
1 ACCEPTED SOLUTION

Accepted Solutions
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Polycom Employee & Community Manager

Re: VVX1500 hangs and reboots when trying to dial a contact from search result in local phone direct


@SteffenBaierUK wrote:

 

 

If you have a phone in warranty get this into support.

 

 

 


 

----------------
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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

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

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

View solution in original post

Message 6 of 6
5 REPLIES 5
Highlighted
Polycom Employee & Community Manager

Re: VVX1500 hangs and reboots when trying to dial a contact from search result in local phone direct

Hello @licedey,

welcome back to the Polycom Community.

 

A couple of your old posts => 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 utilize the community more efficiently. 

 

RecentlyAnswered.PNG

 

I briefly tested this in my lab and am unable to replicate this.

 

The next step for you would be to contact your reseller.


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.

If this is some sort of an Internet discounter please post either your phone's MAC address or your Polycom devices serial so I can look up who would be able to support you. This may not be who you purchased the Polycom device from.

 

As the VVX1500 is most likely out of warranty a PPI / Pay per incident ticket would be required.

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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

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

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 6
Highlighted
Advisor

Re: VVX1500 hangs and reboots when trying to dial a contact from search result in local phone direct

Are you able to share the config file you used during the test. I have tested it with several phone and I am getting same issue. Both old and new phones that are were purchased recently and still on warranty. Perhaps there is an option in your configuration different from mine.

 

Please kindly share the config.

 

 

Message 3 of 6
Highlighted
Polycom Employee & Community Manager

Re: VVX1500 hangs and reboots when trying to dial a contact from search result in local phone direct

Hello @licedey,

 

a factory defaulted phone as described => here <= with a simple SIP registration and a directory file with around 400 numbers in it.

 

If you have a phone in warranty get this into support.

 

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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

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

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 6
Highlighted
Advisor

Re: VVX1500 hangs and reboots when trying to dial a contact from search result in local phone direct

Hi,

 

I have done further testing with factory default configuration. It seems phone reboots whenever we added custom programmaed soft keys.

 

Example:

<DEVICE_SETTINGS
        efk.softkey.alignleft="1"
        efk.version="2"
        efk.efklist.1.action.string="200"
        efk.efklist.1.label="Door"
        efk.efklist.1.mname="opendoor"
        efk.efklist.1.status="1"
        softkey.3.action="!opendoor"
        softkey.3.enable="1"
        softkey.3.label="Door"
        softkey.3.precede="0"
        softkey.3.use.hold="1"
        softkey.3.use.idle="1"
    />
    <CONFIG_FILES
        efk.efklist.1.action.string="200"
        efk.efklist.1.label="Door"
        efk.efklist.1.mname="opendoor"
        efk.efklist.1.status="1"
        softkey.3.action="!opendoor"
        softkey.3.enable="1"
        softkey.3.label="Door"
        softkey.3.precede="0"
        softkey.3.use.hold="1"
        softkey.3.use.idle="1"
    />
Message 5 of 6
Highlighted
Polycom Employee & Community Manager

Re: VVX1500 hangs and reboots when trying to dial a contact from search result in local phone direct


@SteffenBaierUK wrote:

 

 

If you have a phone in warranty get this into support.

 

 

 


 

----------------
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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

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

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

View solution in original post

Message 6 of 6