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VVX410 freezing and not responding when dialing out. Lync 2013

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Occasional Advisor

VVX410 freezing and not responding when dialing out. Lync 2013

Our environment consists of Lync 2013 Standard with Sonus SBC1000 and all VVX410 handsets registered to SBA. Our phones are on the latest firmware, latest BTOE and Lync Cient 2013.

 

We are seeing numerous cases at our site were a user will make a call (internal or external) and as soon as they hit dial, the phone will freeze and not respond to any input. About 10 seconds later any commands the user entered finally execute, usually this is a series of mashing keys as they are getting no response. The call will then go through as normal.

 

I also witnessed this issue and looked and attempted to look at the logs while it was happening however the web browser had hung waiting on input from the phones log. When the phone respnded again, I could see the logs ok.

 

I tried moving the user live from SBA to Front End and the issue still occured. The only way to fix the problem is to reboot the handset.

 

I will be contacting our reseller for support and am not sure if this is a bug or perhaps we have a dud batch of phones, just wondering if anyone else has seen this.

 

Thanks in advance.

Message 1 of 8
7 REPLIES 7
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Polycom Employee & Community Manager

Re: VVX410 freezing and not responding when dialing out. Lync 2013

Hello murraybd,

describing the software as the latest is rather unhelpful as in the future nobody will know what you defined at this present moment as the latest.

 

Please ensure you include the full details in future posts and ensure that you do not have any logging enabled if not told otherwise by our support team.


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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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 8
Highlighted
Occasional Advisor

Re: VVX410 freezing and not responding when dialing out. Lync 2013

Hi Steffen,

 

The VVX410 is running 5.2.0.8330

BTOE is 2.3

 

I did not enable any logging and was only trying to view the App and Boot log via browser. During dialout, the web page hung as advised in my description.

 

Thanks in advance.

Message 3 of 8
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Polycom Employee & Community Manager

Re: VVX410 freezing and not responding when dialing out. Lync 2013

Hello murraybd,


The next step is to raise this with Polycom support via your Polycom reseller.

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 4 of 8
Highlighted
Occasional Advisor

Re: VVX410 freezing and not responding when dialing out. Lync 2013

For those interested, we looked at the CPU graph and the phone is hitting 100% CPU when dialing out.

 

This is the cause of the 9 second delay when dialing out. I havent found a common point with the devices that this is happening to, we use same configuration file for all devices. The only custom configuration made by the user is the default ring tone.

Message 5 of 8
Highlighted
Polycom Employee & Community Manager

Re: VVX410 freezing and not responding when dialing out. Lync 2013

Hello murraybd,

I have not heard of such case and can only urge you to follow up with your Polycom reseller as already suggested so we can have a look at the logs.


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 6 of 8
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Visitor

Re: VVX410 freezing and not responding when dialing out. Lync 2013

this exact thing just started happening with our phones as well. We are running 5.1.2.1801. We are contacting CSR. However it seems to be with alot but not all of the phones.

 

Rob 

Message 7 of 8
Highlighted
Polycom Employee & Community Manager

Re: VVX410 freezing and not responding when dialing out. Lync 2013

Hello Rob,

welcome to the Polycom Community.

UC Software 5.1.2 is no longer a supported Version so please use 5.4.0A or fall back to UC Software 5.3.1 as both are LYNC qualified.

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 8 of 8