sntp config preventing vvx 501 from dialing more that 6 digits

[GeorgeN]

Hi All 

When configuring the tcpIpApp.sntp.address attribute on VVX 501, the handset will not dial any number larger than 6 digits. However when this attribute is removed, this issue is resolved and the phone will dial numbers longer than 6 digits.

This does not seem to be taking place on VVX 500 handsets.

I have tested this behaviour with the following UC releases:

5.5.4

5.6.1

5.7.0.11768

VVX 501 details:

BootBlock 3.0.5.0131

BootL1 1.0.0.0011

Updater 5.7.4.1297

Please any assistance would be really appreciated. I have already spent hours trying to troubleshoot this issue...

[SteffenBaierUK]

Hello @GeorgeN,

welcome back to the Polycom Community.

Please get this into Polycom.

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.

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

[GeorgeN]

Hi Steffen

Handset MAC addresses are:

64167F11F32F

64167F1F08F8

64167F1F08CB

64167F1F092C

[GeorgeN]

On further troubleshooting this issue seems to be more convoluted than first thought.

To be clear, the following bug seems to affect:

- VVX 501 handsets (under the same conditions a vvx 500 and vvx 601 do not fault)

- Running UC version 5.5.2 and newer (fault can be replicated on 5.5.2, 5.5.4, 5.6.1 and 5.7.0)

To replicate fault, set the following attributes (with all else left as per default):

1. Set reg.1.server.1.address to the SIP server however FQDN must be a DNS SRV record not an A record

2. Set reg.1.address and reg.1.auth.userId to be a username that has 12 characters or more.

3. Set tcpIpApp.sntp.address to the FQDN of the time server ie "pool.ntp.org"

Result: VVX handset will not dial numbers larger than 6 digits (ie. no SIP packets are sent to the SIP server, the phone instead just hangs silently in the dial screen).

This issue can be resolved by changing req.1.server.1.address to a FQDN with a DNS A record 

OR

Removing tcpIpApp.sntp.address from the config file and factory resetting the phone.

This issue was replicated on several VVX 501 handsets, all had the same BootBlock and BootL1 builds, as follows:

BootBlock 3.0.5.0131 (48500-001)

BootL1 1.0.0.0011 (48500-001)

Updater 5.7.4.1297

Tested Handset MAC addresses are:

64167F11F32F

64167F1F08F8

64167F1F08CB

64167F1F092C

[SteffenBaierUK]

Hello @GeorgeN,

INGRAM MICRO PTY LTD sold the first unit back in 12/05/2017 so please work with them on getting this into 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

[GeorgeN]

Issue was resolved with the following setting:

net.interface.mtu = 1360

Default MTU size on VVX501 is too large for certain routers.