tcp reset after sip invite VVX 500

[Stephane_VVX]

Occasionally, somes VVX phones does not ring and we loose somes calls. Whenever it happens. We can see in a Pcap file a TCP reset coming from the VVX just after the SIP invite was sent from the server to the phone.

Does someone have an idea ?

thank you

Stephan

[SteffenBaierUK]

Hello @Stephane_VVX ,

welcome to the Poly Community.

Both the communities Must Read First and the FAQ reference the basic minimum information a new or follow up post should contain.

This ensures the questions having to be asked are limited and any new or follow up post contains the right amount of details to ensure any voluntary participant within the community does not spend additional time chasing basic information.

As a reminder the basic information asked for:

• Provide the exact Software Version of your Phone
• Provide the Phone Model
• Provide the Call Platform (aka openSIP,Teams, Skype for Business Online, Skype for Business on Premise, Lync)
• Additional Poly Infrastructure (RPRM,PDMS or BToE)
• If applicable provide a backup of the phone in question

UC Software 4.0.0 or later via the Web Interface Utilities > Phone Backup & Restore > Phone Backup > Phone Backup. Please rename into .TXT or Zip the file to attach.
Since UC Software 5.9.0 simply provide this via the Web Interface Diagnostics > Download Support Information Package

• If possible provide a Log and either attach them or use the Code Tag.Consult the Troubleshooting Section found within the FAQ if applicable
• If possible provide the MAC Address or Serial of the device
• Provide details for example if the issue is a day 1 issue or only happened after an upgrade or any other relevant details
• For questions around Support please check here

Whilst providing some of these details may not directly impact any possible answer the community can provide, it does enable Poly to have an overview of the current software used. In addition, providing all details at the same time allow us to check logs or look up potential support partners if an issue needs to come into support. It also enables us to verify the entitlement for using features.

Please ensure you always check the FAQ's and/or utilize the community search before posting any new topics or follow up post’s.

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

[Stephane_VVX]

additional information : This problem only occurs with our devices that have line appearances on other devices (on others VVX 500 or 501) -Phone type : VVX 500 or 501 -Version : 5.8.0.12848 -Platform : Genesys Pureconnect (CIC) -Serial No : 64167F027C95 thank you.

[SteffenBaierUK]

Hello @Stephane_VVX ,

We would need to see some logs and a wireshark but this gets into support territory. I suggest you check against a currently supported software like UC Software 5.8.4.0681_RTS12 and if this fails to open a ticket.

In order to raise a support ticket you need to work with your Poly reseller as they need to do this for you.

End Customers are unable to open a ticket directly with Poly support.

The VVX501 was sold via INGRAM MICRO LP back in 22/01/2018 so they are your Tier 1

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier