Hello, At one of our locations, we have started to see Polycom 501s (running 1.6.7 firmware) randomly reboot. We have taken packet traces of the phones to determine if there is something odd in the Layer 2 or 3 of the network that might cause it, and have not seen anything strange. There are no errors on the ports. This appears to be affecting POE powered as well as AC powered phones. The Polycom Logs for the phones don't seem to provide any clarity. Where should I troubleshoot this next?
On 9/21/07, Gregory Boehnlein <damin at nacs.net> wrote:> > Hello, > At one of our locations, we have started to see Polycom 501s > (running 1.6.7 firmware) randomly reboot. We have taken packet traces of the > phones to determine if there is something odd in the Layer 2 or 3 of the > network that might cause it, and have not seen anything strange. There are > no errors on the ports. This appears to be affecting POE powered as well as > AC powered phones. The Polycom Logs for the phones don't seem to provide any > clarity. > > Where should I troubleshoot this next? >Greg - Is the phone's app log uploaded back up to the central provisioning server showing anything of value? -- Bird's The Word Technologies, Inc. http://www.btwtech.com/
"Gregory Boehnlein" <damin at nacs.net> wrote:> Hello, > At one of our locations, we have started to see Polycom 501s > (running 1.6.7 firmware) randomly reboot. We have taken packet traces of > the > phones to determine if there is something odd in the Layer 2 or 3 of the > network that might cause it, and have not seen anything strange. There are > no errors on the ports. This appears to be affecting POE powered as well > as > AC powered phones. The Polycom Logs for the phones don't seem to provide > any > clarity. > > Where should I troubleshoot this next?You've probably already done all of this, but just in case .... In the SIP.CFG file set the values from "4" to "2" for the following applications' logging levels: 1. log.level.change.so 2. log.level.change.sip Remove all logs from your provisioning server. Then reboot the phone that you're testing with so that it takes the new logging levels. Save the log files generated from the clean boot for information, and for comparison purposes. Wait for the phone to experience the problem and reboot. It will write diagnostic information about the crash to the provisioning server. Capture and move those logs (if you're using TFTP logs keep getting overwritten) Finally, press and hold all 4 arrow keys until the phone bleeps, then capture the log files dumped to your provisioning server one last time. If the problem's not obvious from reading the logs, escalate these logs to your Polycom reseller and ask them to open a ticket with Polycom on your behalf. Of course they might recommend upgrading to 2.x .... ;-) -Darren -- Darren Nickerson Senior Sales & Support Engineer Telephony Depot www.telephonydepot.com +1.215.825.8710 ext 8106 (office) +1.215.243.8335 (fax)
On Fri, 2007-09-21 at 17:36 -0400, Gregory Boehnlein wrote:> At one of our locations, we have started to see Polycom 501s > (running 1.6.7 firmware) randomly reboot.Upgrade the firmware on the phones. I see this all the time with the Polycom phones, especially the IP-430 and IP-330 models. At least 90% of the time, upgrading the firmware solves the problem. -Jared
Wow. Polycom phones are STILL doing that? I haven't been involved with
Polycom phones since before January, and it was a problem back then too.
Jeez....
----- Original Message ----
From: Gregory Boehnlein <damin at nacs.net>
To: asterisk-users at lists.digium.com
Sent: Friday, September 21, 2007 2:36:02 PM
Subject: [asterisk-users] Polycom 501 Phones Rebooting
Hello,
At one of our locations, we have started to see Polycom 501s
(running 1.6.7 firmware) randomly reboot. We have taken packet traces of the
phones to determine if there is something odd in the Layer 2 or 3 of the
network that might cause it, and have not seen anything strange. There are
no errors on the ports. This appears to be affecting POE powered as well as
AC powered phones. The Polycom Logs for the phones don't seem to provide any
clarity.
Where should I troubleshoot this next?
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