Polycom VVX 411 – Provisioning Failed During Boot While Twilio SIP Registration Works + Random Ghost

[Dot12345]

Hello,

We are using Polycom VVX 411 desk phones registered to a Twilio SIP domain over a wired LAN connection (no VPN).

What we are experiencing:

• Phones successfully make and receive calls

• SIP registration completes successfully

• During startup, phones display "Provisioning Failed"

• We also occasionally receive random ghost/spam calls that ring briefly and never fully connect

Steps to recreate:

1. Reboot the VVX 411 phone

2. Phone initializes normally

3. SIP registration completes successfully

4. "Provisioning Failed" appears during boot

What we already checked:

• Cleared Provisioning Server Address

• Cleared Boot Server Option

• TR-069 disabled

• Corporate Directory disabled

• No provisioning hostname configured

• SIP registration continues working normally

Recent configuration changes:

• Removed old DHCP Boot Server Option settings

• Disabled unused provisioning-related settings based on diagnostics review

Relevant diagnostics observed:

• "Configuration of URL failed"

• "Download of master configuration file failed"

• "dbIO::processResult:no host"

• "File transfer failed, trying to get local file"

• SIP registration succeeds and phone becomes ready to make calls

Additional diagnostics repeatedly show:

• "dbXML::runStart: no handler"

• "dbXML::runStart: no handler"

Questions:

1. Is there another provisioning source or cache that VVX phones continue checking during boot?

2. How can provisioning attempts be fully disabled on VVX 411?

3. Could provisioning retries contribute to ghost/spam SIP calls?

4. Are there recommended security settings for Twilio SIP deployments on VVX phones?

Thank you.

[SteffenBaierUK]

Hello @Dot12345 ,

Welcome to the HP community.

Unfortunately, your post does not contain the currently used Software version for the HP Poly product you use. 

This is important, especially in the future, when someone finds this post in days, months, or years.

Please do not simply edit the original post but reply with the versions.

In the FAQ or the Read 1st section, we remind users why this is important.

The same FAQ holds:

Oct 11, 2011 Question: How can I troubleshoot configuration Issues via Log Files or the phone GUI?

Resolution: Please check => here <=

Oct 17, 2011 Question: How can I change Logging Levels or use Syslog?

Resolution: Please check => here<=

Oct 24 2014 Question: How can I prevent Ghost calls or tools like sipvicious or nuisance Cisco calls ringing my phone?

Resolution: Please check => here <= or Security Center: Security Bulletin Relating to Worldwide Botnet Dialing H.323-Capable Systems

If no other volunteers reply, I suggest you contact our Support organization in your region. Details are in my Signature.

Best regards

Steffen Baier

[Dot12345]

Hello Steffen,

Thank you for the guidance and references.

Current firmware/software details for the affected VVX 411 phone:

• UC Software Version: 6.0.0.4796
• Updater Version: 6.0.4604

Additional observations from the latest diagnostics and call logs:

• SIP registration to Twilio succeeds normally
• Inbound and outbound calling functions correctly

During startup, the phone still repeatedly attempts provisioning and logs the following errors:

• "Configuration of URL failed"
• "Download of master configuration file failed"
• "dbIO::processResult:no host"
• "dbCfg::getServerDir:Unknown dbCfg type"

Sanitized excerpts from the diagnostic log also show repeated XML-related entries such as:

• "dbXML::runStart: no handler"
• "dbXML::runStart: no handler"

We already performed the following actions:

• Cleared Provisioning Server Address
• Cleared DHCP Boot Server Option
• Disabled TR-069
• Disabled Corporate Directory
• Removed manual provisioning server entries from the phone web UI

Despite this, provisioning attempts continue during boot.

We also reviewed Twilio Voice logs for several nuisance/spam calls. The sample calls appear to arrive through normal PSTN routing into Twilio SIP and then to the registered SIP endpoint rather than directly from anonymous SIP registration attempts.

Observed call flow from Twilio logs:

PSTN Mobile Carrier → Twilio → fightersmarket.sip.twilio.com → VVX 411

Additional symptoms:

• Phones occasionally ring from nuisance/spam calls
• Some calls disconnect immediately or contain silence
• Provisioning errors continue even when the provisioning server fields are blank

At this point, we are trying to determine whether:

1. Another provisioning source or cached configuration still exists

2. DHCP/network provisioning discovery is still active somewhere

3. The repeated provisioning retries could contribute to the nuisance call behavior

Thank you again for your assistance and the troubleshooting references.

Best regards
Dorothy

[SteffenBaierUK]

Hello @Dot12345 ,

UC Software 6.0.0 is no longer supported, and you should upgrade to UC Software 6.4.7 as this is the latest available firmware.

No host just means there is no route to the server. Check your network to see if the phone can resolve the DNS to the provisioning server.

If this all fails, start with a local provisioning server and work from there.

To my personal knowledge, the Poly VVX 411 is end of sale and should be end of life as well, so use the FAQ articles to troubleshoot.

Best Regards

Steffen Baier