Polycom RealPresence Trio 8800 - Restarts at random times

[Anonymous]

Hi,

I have a problem with one Polycom Trio device in a group of 5 same devices.

The device restarts at random times and from the logs I could not find out why. Log is filled with entries like:

0607093610|rtos |4|00|bspLinuxPopen: Could not fork
0607093616|rtos |4|00|bspLinuxPopen: Could not fork
0607093620|rtos |4|00|bspLinuxPopen: Could not fork
0607093626|rtos |4|00|bspLinuxPopen: Could not fork
0607093630|rtos |4|00|bspLinuxPopen: Could not fork

Most recently the device restarted in the morning at 09:48 and at 13:26

I have 5 devices that pick up the same config file and only 1 out of 5 has this issue.

Does anyone know why this would be happening?

[SteffenBaierUK]

Hello hs.milos,

welcome back to the Polycom Community.

It is always useful to include the currently used UC Software version as issues experienced or a question asked may already be addressed in a newer release.

Please also include if you are using a SIP server or a LYNC / Skype for Business server.

This also allows yourself and others to check against current software release notes, Administrator Guides or FAQ post’s.

The above is also stated in the "Must Read First" and is the absolute minimum requirement every new post should include.

Therefore the Polycom VoIP FAQ contains this post here:

Question: How can I find out my SIP or UC Software Version of my Phone?
Resolution: Please check here

Maybe you also want to post a backup of a working one and the failing one?

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

[Anonymous]

Hi Steffen,

Sorry for excluding this data, here it is:

UC Software version is 5.4.5.9111 and devices are connecting to Lync Server 2013.

I have attached the config files being pushed to the device.Everything else not outlined there is on default (no changes in the webconfig or locally on the device).

This is an excerpt from the log shortly before and after the restart:

607094811|rtos |4|00|bspLinuxPopen: Could not fork
0607094815|rtos |4|00|bspLinuxPopen: Could not fork
0607094821|rtos |4|00|bspLinuxPopen: Could not fork
0607094825|rtos |4|00|bspLinuxPopen: Could not fork
0607094832|rtos |4|00|bspLinuxPopen: Could not fork
0607094836|rtos |4|00|bspLinuxPopen: Could not fork
000018.100|log  |*|00|---------- Initial log entry ----------
000018.075|rdisk|*|00|Initial log entry. Current logging level 4
000018.077|rdisk|*|00|RAM disk created and mounted at "/data/polycom/rfs0"
000018.077|rdisk|*|00|RAM disk created, size: 67,108,864 bytes
000018.101|so   |*|00|Platform: Model=RealPresence Trio 8800, Assembly=3111-65290-001 Rev=A Region=0
000018.101|so   |*|00|Platform: Interface    eth0 MAC=0004f2ffdde1
000018.121|so   |*|00|Platform: BootBlock=3.0.5.0006 (65290-001) 03-Sep-15 17:49
000018.123|so   |*|00|Platform: BootL1=Unknown Unknown
000018.123|so   |*|00|Platform: Updater=5.4.5.9111 24-Mar-17 06:44
000018.124|so   |*|00|Platform: Updater Signature=Release (000000A8)
000018.124|so   |*|00|Application, main: Label=SIP, Version=LeafDanube 5.4.5.9111 24-Mar-17 06:44
000018.124|so   |*|00|Application, main: P/N=3150-11530-545
000018.124|so   |*|00|Platform: VCFirmware=6908f56aeb6809734e393088de30ae476b150c31  Sep 27 2016  15:41:39
000018.124|pec  |*|00|Initial log entry. Current logging level 4
000018.132|pcon |*|00|Initial log entry. Current logging level 4
000018.140|pwrsv|*|00|Initial log entry. Current logging level 4
000018.140|prox |*|00|Initial log entry. Current logging level 4
000018.140|rdisk|*|00|RAM disk created, size: 67,108,864 bytes
000018.140|apps |*|00|Initial log entry. Current logging level 4
000018.140|ocsp |*|00|O.C.S.P. Enabled = 0
000018.147|tls  |*|00|Initial log entry. Current logging level 4
000018.156|pmt  |*|00|Initial log entry. Current logging level 4
000018.157|ethf |*|00|Initial log entry. Current logging level 4
000018.157|wdog |*|00|Initial log entry. Current logging level 4
000018.157|hw   |*|00|Initial log entry. Current logging level 4
000018.157|ares |*|00|Initial log entry. Current logging level 4
000018.157|dns  |*|00|Initial log entry. Current logging level 4
000018.157|cfg  |*|00|Initial log entry. Current logging level 4
000018.157|cfg  |*|00|Prm|cfgParamBaseProfileUpdate: Using Base Profile Lync
000018.159|mr   |*|00|Initial log entry. Current logging level 4
000018.159|mrcon|*|00|Initial log entry. Current logging level 4
000018.365|dot1x|*|00|Initial log entry. Current logging level 4
000018.378|lic  |*|00|Initial log entry. Current logging level 4
000018.380|lic  |5|00|cfgCfsFlashKeyScratchLoad: could not load flash len 976
000018.380|lic  |*|00|License expiry check in 42638 seconds
000018.392|curl |*|00|Initial log entry. Current logging level 4
000018.392|utilm|*|00|Initial log entry. Current logging level 4
000018.392|copy |*|00|Initial log entry. Current logging level 4
000018.392|rtos |*|00|Initial log entry. Current logging level 4
000018.392|pwr  |*|00|Initial log entry. Current logging level 4
000018.392|pwr  |*|00|8800 hw revision Alpha or newer detected
000018.404|pwr  |*|00|13W Power supply HW signature detected
000018.404|pwr  |*|00|Ignore PSE and USB charging config, disable till LLDP negotiations are completed
000018.407|pwr  |*|00|Power Manager Configuration: UsbCharging=0, PseEnabled=1, PseClass=0
000018.408|sec  |*|00|Initial log entry. Current logging level 4
000018.483|so   |*|00|Configuration files: 3111-65290-001.cfg,0004f2ffdde1_MR.cfg
000018.483|so   |*|00|Configuration file "3111-65290-001.cfg" SHA1 digest: 260E8F13AC465FBE91AE07517F42E2DDAA90C2BF
000018.483|so   |*|00|Configuration file "0004f2ffdde1_MR.cfg" SHA1 digest: 6FBA6FD31E6C0581DECC478B9DC1341C24649A52

All the devices connect to the same FTP provisioning server and pickup their config files, one shared for all and one specific that sets parameters like Visual+ MAC address for pairing, system names, timezones.

Is there a way to see what initiated the restart, keeping in mind that this is a production system.

[SteffenBaierUK]

Hello Milos and all,

Polycom support is dealing with this via 1-6289660904 VESC-7755

Best Regards

Steffen Baier

Polycom Global Services

[Anonymous · Accepted solution]

It seems that updating to 5.4.5.9188 solved the issue of random restarts. None of the devices are restarting since patched to 9188.

[Anonymous]

Hi I have the same problem too with a master Polycom Trio device in a group of 3 same devices. The device restarts at random times note that the system not registered to any call manager we used with a camera system and eagle eye to make a video conference. THX Michel

[Anonymous]

note that we have the latest firmware ver 7.03.0232

[Anonymous]

please note that we have the latest firmware ver 7.03.0232

[SteffenBaierUK]

Hello @Michel66 ,

Welcome to the Poly Community.

As you can see the previous poster attached some logs so the volunteers within the Poly community could try and help.

In addition, 7.0.3 is no longer the latest Software. UC Software 7.1.0 is. Also, can you tell us if this is a day 1 issue or something that only changed recently?

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

Best Regards

Steffen Baier