• ×
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
  • ×
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
Guidelines
[FAQ] How can I set up a conference or how many participants can be in the conference?, Click here to find out!
Locked

‎03-10-2015 03:24 PM

HP Recommended

 

A customer is using a VVX400 running 5.1.3.

 

Randomly, after answering an inbound call the phone will immediately hangup. In our traces we see the INVITE go to the phone, Trying/Ringing come back, followed by the OK, and we send the ACK, and then the phone sends BYE.

 

I enabled syslog level 2 on the phone and captured the following when one of those calls occurred:

 

12	0.096361000	75-119-251-51.dsl.teksavvy.com	ndp.green.versature.com	Syslog	211	LOCAL0.INFO: Mar 10 14:52:35 192.168.1.196 0310145235|sip  |2|00|CCallBase::IsChallenged 'INVITE' Dialog Tag '4BB2C25E-22A08AAD' pRequest Tag '4BB2C25E-22A08AAD' state 'Trying'\n
14	0.097446000	75-119-251-51.dsl.teksavvy.com	ndp.green.versature.com	Syslog	169	LOCAL0.INFO: Mar 10 14:52:35 192.168.1.196 0310145235|sip  |2|00|new UA Server INVITE trans state 'proceeding', timeout=0 (0x40e3d888)\n
15	0.097785000	75-119-251-51.dsl.teksavvy.com	ndp.green.versature.com	Syslog	174	LOCAL0.INFO: Mar 10 14:52:35 192.168.1.196 0310145235|sip  |3|00|CStkCall::NewCallState 'Unknown'->'Offering' (0xb95760),Control Channel(0)\n
19	0.142244000	75-119-251-51.dsl.teksavvy.com	ndp.green.versature.com	Syslog	145	LOCAL0.INFO: Mar 10 14:52:35 192.168.1.196 0310145235|sip  |2|00|SipOnEvNewCall new call appearnce 1 SRTP key \n
20	0.142789000	75-119-251-51.dsl.teksavvy.com	ndp.green.versature.com	Syslog	143	LOCAL0.INFO: Mar 10 14:52:35 192.168.1.196 0310145235|sip  |2|00|SipOnEvCallNewState b95760,100d868 1,(null)\n
21	0.143290000	75-119-251-51.dsl.teksavvy.com	ndp.green.versature.com	Syslog	115	LOCAL0.INFO: Mar 10 14:52:35 192.168.1.196 0310145235|sip  |2|00|SipSendRingback\n
22	1.155834000	75-119-251-51.dsl.teksavvy.com	ndp.green.versature.com	Syslog	157	LOCAL0.INFO: Mar 10 14:52:36 192.168.1.196 0310145236|sip  |2|00|SipCallAnswer b95760,100d868, SDP template is not present\n
23	1.156303000	75-119-251-51.dsl.teksavvy.com	ndp.green.versature.com	Syslog	141	LOCAL0.INFO: Mar 10 14:52:36 192.168.1.196 0310145236|sip  |2|00|CStkCall::ReportCodec: held set to false \n
24	1.156795000	75-119-251-51.dsl.teksavvy.com	ndp.green.versature.com	Syslog	206	LOCAL0.INFO: Mar 10 14:52:36 192.168.1.196 0310145236|sip  |2|00|SipOnEvNewCodec 18 18 G729/8000 24926,2256 ptime=20,dir 2 index 0 lastCodec 1 callWithVideo 0 bandwidth -1\n
25	1.157301000	75-119-251-51.dsl.teksavvy.com	ndp.green.versature.com	Syslog	218	LOCAL0.INFO: Mar 10 14:52:36 192.168.1.196 0310145236|sip  |2|00|SipOnEvNewCodec 101 101 telephone-event/8000 24926,2256 ptime=0,dir 2 index 0 lastCodec 1 callWithVideo 0 bandwidth -1\n
27	1.201014000	75-119-251-51.dsl.teksavvy.com	ndp.green.versature.com	Syslog	172	LOCAL0.INFO: Mar 10 14:52:36 192.168.1.196 0310145236|sip  |3|00|CStkCall::ReportCodec: call state 'Offering' exit with held 0 (0xb95760)\n
30	1.203056000	75-119-251-51.dsl.teksavvy.com	ndp.green.versature.com	Syslog	199	LOCAL0.INFO: Mar 10 14:52:36 192.168.1.196 0310145236|sip  |3|00|UA Server INVITE INVITE trans state 'proceeding'->'terminated' by 200 resp 4998 timeout(0x40e3d888)\n
31	1.204593000	75-119-251-51.dsl.teksavvy.com	ndp.green.versature.com	Syslog	193	LOCAL0.INFO: Mar 10 14:52:36 192.168.1.196 0310145236|sip  |2|00|CTrans::InitRetrans for UA Server INVITE INVITE state 'terminated' Server 1 of 1 (0x40e3d888)\n
33	1.346579000	75-119-251-51.dsl.teksavvy.com	ndp.green.versature.com	Syslog	154	LOCAL0.INFO: Mar 10 14:52:36 192.168.1.196 0310145236|sip  |3|00|CStateInviteServer::OnEvRequest ACK setting call state\n
34	1.347080000	75-119-251-51.dsl.teksavvy.com	ndp.green.versature.com	Syslog	176	LOCAL0.INFO: Mar 10 14:52:36 192.168.1.196 0310145236|sip  |3|00|CStkCall::NewCallState 'Offering'->'Connected' (0xb95760),Control Channel(0)\n
35	1.347387000	75-119-251-51.dsl.teksavvy.com	ndp.green.versature.com	Syslog	146	LOCAL0.INFO: Mar 10 14:52:36 192.168.1.196 0310145236|sip  |2|00|SipOnEvCallNewState b95760,100d868 4,Connected\n
40	3.191816000	75-119-251-51.dsl.teksavvy.com	ndp.green.versature.com	Syslog	135	LOCAL0.INFO: Mar 10 14:52:38 192.168.1.196 0310145238|sip  |2|00|SipCallDrop b95760,100d868 reason 6\n
41	3.192696000	75-119-251-51.dsl.teksavvy.com	ndp.green.versature.com	Syslog	137	LOCAL0.INFO: Mar 10 14:52:38 192.168.1.196 0310145238|sip  |2|00|CStkCall::Drop(reason = 6) (0xb95760)\n

 What does reason 6 mean here?

 

(I also have the SIP signalling, but it's just standard INVITE/Trying/Ringing/OK/ACK/BYE etc, I can provide if necessary).

 

I see related tickets to this "Immediate SIP 503 Service Unavailable from a Soundpoint IP phone" and "Dialing SIP URL hangs up immediately on VVX 410" where a reason 6 was given, but no explanation as to what reason 6 is.

 

Does this syslog provide enough infomation or do I need to turn up the logging level higher?

4 REPLIES 4

‎03-10-2015 03:44 PM

HP Recommended

Hello Squigley,

have a look at the KEY logging.

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

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
Was this reply helpful? Yes No

‎03-12-2015 09:11 AM

HP Recommended

 

Hi Steffen,

 

Thanks for your response. Could you please elaborate as I'm not familiar with KEY logging. I searched but couldn't find anything, unless you're referring to the key combinations which cause the phone to upload a -now log file?

Was this reply helpful? Yes No

‎03-12-2015 10:44 AM

HP Recommended

Hello Squigley,

 

for example log.level.change.key="2"

 

Should show something similar to this:

 

0312172107|key  |2|00|Time=005910.570 HookUp
0312172108|key  |2|00|Time=005911.680 HookDown

 

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

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
Was this reply helpful? Yes No

‎03-13-2015 11:00 AM

HP Recommended

 

Thanks Steffen,

 

I understand now. I think this will help, as the customer is also complaining that the phone shows it's on a call when it's not. They sent us a picture of the screen of the phone, and it shows the normal "Enter number/lines/end call" screen which appears when you pickup the handset.

 

I suspect they have a defective hook switch, and that's the cause of the phone hanging up calls, and prompting for a number when it's supposed to be hung up.

 

I will check the logs, and depending on that we'll probably RMA the phone.

Was this reply helpful? Yes No
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation.
Didn't find what you were looking for? Ask the community
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.