Solved: Polycom VVX 500 - Provisioning Server - Can't Hear Audio on ... - HP Support Community

Anonymous · ‎12-19-2013

Hello,

We have a business where we have approx 200 Polycom VVX 500 phones.

I have taken a VVX500 home and have added the Provisioning Server as normal and I get line not registered when I conect it at home on my Netgear D6300.

In the Netgear D6300 I go to the Advanced tab > WAN Setup and have disabled "Disable SIP ALG" and now the phone is registered.

I can make calls and when a person answers, they can hear me, BUT I can not hear them.

I have called myself on my mobile and I can hear the from the phone to my mobile, but mobile to phone I can't hear.

I have upgarded the fireware on the Netgear D6300 (V1.0.0.42_1.0.42) and Polycom VVX500 (5.0.1.4068).

Do I need to forward any ports?

Any known settings that need to be disabled on enabled on the modem?

If someone could help me or provide some advice that would be great.

Anonymous · ‎05-06-2014

Hello All and thanks for the HELP!

For the issue to be resolved, in our PBX I had to tick NAT for that particular extension. Once that was enabled audio worked in both directions.

View solution in original post

Anonymous · ‎12-19-2013

I downgraded the firmware on the phone and here is the log file.

000007.094|so   |*|01|---------- Initial log entry ----------
000007.094|so   |*|01|+++ Note that Updater log times are in GMT +++
000007.094|boot |*|01|Initial log entry. Current logging level 3
000007.094|copy |*|01|Initial log entry. Current logging level 3
000007.095|utilm|*|01|Initial log entry. Current logging level 4
000007.095|hw   |*|01|Initial log entry. Current logging level 4
000007.095|ethf |*|01|Initial log entry. Current logging level 4
000007.095|dns  |*|01|Initial log entry. Current logging level 3
000007.095|curl |*|01|Initial log entry. Current logging level 3
000007.095|sec  |*|01|Initial log entry. Current logging level 4
000007.104|wdog |*|01|Initial log entry. Current logging level 4
000007.104|lldp |*|01|Initial log entry. Current logging level 3
000007.104|cdp  |*|01|Initial log entry. Current logging level 3
000007.104|key  |*|01|Initial log entry. Current logging level 4
000007.230|hw   |6|01|TouchScreen: found lds700x_ts on /dev/event1, firmware version: 0x1c.0
000007.230|so   |3|01|Platform: Model=VVX 500, Assembly=3111-44500-001 Rev=A Region=0
000007.230|so   |3|01|Platform: Board=3111-44500-001 7 0
000007.231|so   |3|01|Platform: MAC=0004f28151db
000007.231|so   |3|01|Platform: BootBlock=3.0.3.0013 (44500-001) 07-Oct-11 08:34
000007.232|so   |*|01|Platform: BootL1=1.0.0.0018 (44500-001) 06-Oct-11 17:01
000007.232|so   |3|01|Application, main: Label=Updater, Version=Hornblende 5.2.1.3271 10-Oct-13 05:41
000007.232|so   |3|01|Application, main: P/N=3150-11069-521
000007.232|log  |*|01|Install file upload callback for 'Updater'

000007.233|app1 |*|01|Initial log entry. Current logging level 3
000007.258|cfg  |*|01|Initial log entry. Current logging level 2
000008.097|so   |3|01|Link status is Net up Speed 1000 full Duplex, PC down.
000007.100|so   |*|01|---------- Initial log entry ----------
000007.100|so   |*|01|+++ Note that Updater log times are in GMT +++
000007.100|boot |*|01|Initial log entry. Current logging level 3
000007.100|copy |*|01|Initial log entry. Current logging level 3
000007.100|utilm|*|01|Initial log entry. Current logging level 4
000007.100|hw   |*|01|Initial log entry. Current logging level 4
000007.100|ethf |*|01|Initial log entry. Current logging level 4
000007.100|dns  |*|01|Initial log entry. Current logging level 3
000007.100|curl |*|01|Initial log entry. Current logging level 3
000007.101|sec  |*|01|Initial log entry. Current logging level 4
000007.110|wdog |*|01|Initial log entry. Current logging level 4
000007.110|lldp |*|01|Initial log entry. Current logging level 3
000007.110|cdp  |*|01|Initial log entry. Current logging level 3
000007.110|key  |*|01|Initial log entry. Current logging level 4
000007.230|hw   |6|01|TouchScreen: found lds700x_ts on /dev/event1, firmware version: 0x1c.0
000007.231|so   |3|01|Platform: Model=VVX 500, Assembly=3111-44500-001 Rev=A Region=0
000007.231|so   |3|01|Platform: Board=3111-44500-001 7 0
000007.231|so   |3|01|Platform: MAC=0004f28151db
000007.232|so   |3|01|Platform: BootBlock=3.0.3.0013 (44500-001) 07-Oct-11 08:34
000007.232|so   |*|01|Platform: BootL1=1.0.0.0018 (44500-001) 06-Oct-11 17:01
000007.232|so   |3|01|Application, main: Label=Updater, Version=Hornblende 5.2.1.3271 10-Oct-13 05:41
000007.232|so   |3|01|Application, main: P/N=3150-11069-521
000007.233|log  |*|01|Install file upload callback for 'Updater'

000007.233|app1 |*|01|Initial log entry. Current logging level 3
000007.258|cfg  |*|01|Initial log entry. Current logging level 2
000007.269|dot1x|*|01|Initial log entry. Current logging level 3
000007.269|app1 |3|01|Starting provisioning because of the start type.
000007.404|tls  |*|01|Initial log entry. Current logging level 4
000008.101|so   |3|01|Link status is Net up Speed 1000 full Duplex, PC down.
000016.477|lldp |3|01|LLDP did not receive a response from a switch. Disabling LLDP.
000022.052|cdp  |3|01|CDP did not receive a response from a switch. Disabling CDP.
000022.174|dhcpc|*|01|Initial log entry. Current logging level 2
000022.176|dhcpc|3|01|dhcAddIf v4 succeeds: eth0.
000022.179|dhcpc|3|01|dhcRebind v4: Will wait until sync rebind completes.
000022.766|dhcpc|3|01|dhcListener: Read succeeds: state:
.
000022.768|dhcpc|3|01|relLease(0) v4: Succeeded to fork dhclient to terminate.
000023.357|dhcpc|3|01|dhcListener: Read succeeds: eth0 state: PREINIT
.
000025.001|dhcpc|3|01|dhcListener: Read succeeds: eth0 ip: 192.168.0.14
.
000025.002|dhcpc|3|01|dhcListener: Read succeeds: eth0 option: subnet-mask 255.255.255.0
.
000025.002|dhcpc|3|01|dhcListener: Read succeeds: eth0 option: routers 192.168.0.1
.
000025.003|dhcpc|3|01|dhcListener: Read succeeds: eth0 option: domain-name-servers 192.168.0.1
.
000025.004|dhcpc|3|01|dhcListener: Read succeeds: eth0 option: dhcp-lease-time 86400
.
000025.005|dhcpc|3|01|dhcListener: Read succeeds: eth0 option: dhcp-server-identifier 192.168.0.1
.
000025.008|dhcpc|3|01|dhcListener: Read succeeds: eth0 option: broadcast-address 192.168.0.255
.
000025.011|dhcpc|3|01|dhcListener: Read succeeds: eth0 option: dhcp-lease-time 86400
.
000025.012|dhcpc|3|01|dhcListener: Read succeeds: eth0 option: dhcp-message-type 5
.
000025.034|dhcpc|3|01|dhcListener: Read succeeds: eth0 state: BOUND
.
000025.034|dhcpc|3|01|dhcRebind v4: Sync rebind succeeds.
000025.035|dhcpc|3|01|Program eth0 to use subnet mask 255.255.255.0, result -1.
000025.035|dhcpc|3|01|Program eth0 to use ip address 192.168.0.14, result 0.
000025.035|dhcpc|3|01|Program eth0 to use router 192.168.0.1, result 0.
000025.045|dhcpc|3|01|getLease v4: Succeeded to fork dhclient.
000026.041|ares |*|01|Initial log entry. Current logging level 3
000026.042|ares |4|01|invalid ip adress for DNS server
000026.042|dns  |*|01|DNS resolver servers are '192.168.0.1' ''
000026.042|dns  |*|01|DNS resolver search domain is ''
000026.042|app1 |3|01|DNS resolver server is '192.168.0.1'
000026.042|app1 |3|01|DNS resolver search domain is ''
000026.070|app1 |4|01|Could not load time from  (0.0.0.0).
000026.071|app1 |3|01|DHCP returned result 0x87 from server 192.168.0.1.
000026.071|app1 |3|01|   Phone IPv4 address is 192.168.0.14.
000026.071|app1 |3|01|   Subnet mask is 255.255.255.0.
000026.071|app1 |3|01|   Gateway address is 192.168.0.1.
000026.071|app1 |3|01|   DNS server is 192.168.0.1
000026.277|cfg  |*|01|Prov|Starting to update
000026.319|copy |3|01|'http://PlcmSpIp:****@downloads.polycom.com/voice/software/UC_Software_4_0_2B_release_sig_split/3111-44500-001.sip.ld' from 'downloads.polycom.com(140.242.64.104)'
000026.803|cfg  |3|01|New load header information:
000026.803|cfg  |3|01|Code length:         0x02E0F980
000026.803|cfg  |3|01|Code Checksum:       0x3725C63F
000026.803|cfg  |3|01|Options:             0x00000080
000026.803|cfg  |3|01|Recognized container image
000026.803|cfg  |3|01|New load header information:
000026.804|cfg  |3|01|Code length:         0x0275F000
000026.804|cfg  |3|01|Code Checksum:       0x4B8D4262
000026.804|cfg  |3|01|Options:             0x00000002
000026.804|cfg  |3|01|Application header is different
000026.804|cfg  |3|01|Application in container image 1 is different
000027.046|cfg  |3|01|New load header information:
000027.046|cfg  |3|01|Code length:         0x006B0050
000027.046|cfg  |3|01|Code Checksum:       0x372525F6
000027.046|cfg  |3|01|Options:             0x00000010
000027.049|cfg  |3|01|Updater header is different
000027.049|cfg  |3|01|Updater in container image 2 is different
000027.049|cfg  |3|01|Using Updater
000228.315|cfg  |*|01|Prov|Updating the Updater
000228.316|cfg  |3|01|Using compatible image 0
000242.855|copy |3|01|Download of 'voice/software/UC_Software_4_0_2B_release_sig_split/3111-44500-001.sip.ld' succeeded on attempt 1 (addr 1 of 1)
000243.175|sig  |*|01|Initial log entry. Current logging level 3
000243.176|sig  |3|01|hwSigParseRemove: found key Sig_3.
000243.521|cfg  |3|01|Good image signature
000243.641|cfg  |4|01|Removing application...
000247.192|cfg  |3|01|Programming Updater from sector 320 to 575
000251.672|cfg  |3|01|Programming to sector 320 complete
000252.985|cfg  |*|01|Prov|Image has been changed
000253.000|copy |3|01|'ftp://PlcmSpIp:****@voice.cpo.cpe.thecore.net.au/0004f28151db.cfg' from 'voice.cpo.cpe.thecore.net.au(114.141.105.196)'
000253.212|copy |3|01|Download of '0004f28151db.cfg' succeeded on attempt 1 (addr 1 of 1)
000253.213|cfg  |*|01|Prov|Provisioning needs to reboot to upgrade image(s)
000008.969|so   |*|01|---------- Initial log entry ----------
000008.969|so   |*|01|+++ Note that Updater log times are in GMT +++
000008.969|boot |*|01|Initial log entry. Current logging level 3
000008.969|copy |*|01|Initial log entry. Current logging level 3
000008.969|utilm|*|01|Initial log entry. Current logging level 4
000008.969|hw   |*|01|Initial log entry. Current logging level 4
000008.969|ethf |*|01|Initial log entry. Current logging level 4
000008.969|dns  |*|01|Initial log entry. Current logging level 3
000008.969|curl |*|01|Initial log entry. Current logging level 3
000008.969|sec  |*|01|Initial log entry. Current logging level 4
000008.978|wdog |*|01|Initial log entry. Current logging level 4
000008.978|lldp |*|01|Initial log entry. Current logging level 3
000008.978|cdp  |*|01|Initial log entry. Current logging level 3
000008.979|key  |*|01|Initial log entry. Current logging level 4
000011.130|hw   |6|01|TouchScreen: found lds700x_ts on /dev/event1, firmware version: 28.
000011.131|so   |3|01|Platform: Model=VVX 500, Assembly=3111-44500-001 Rev=A Region=0
000011.131|so   |3|01|Platform: Board=3111-44500-001 7 0
000011.131|so   |3|01|Platform: MAC=0004f28151db
000011.132|so   |3|01|Platform: BootBlock=3.0.3.0013 (44500-001) 07-Oct-11 08:34
000011.132|so   |*|01|Platform: BootL1=1.0.0.0018 (44500-001) 06-Oct-11 17:01
000011.132|so   |3|01|Application, main: Label=Updater, Version=Azurite 5.0.2.13236 21-Mar-12 15:15
000011.132|so   |3|01|Application, main: P/N=3150-11069-502
000011.133|log  |*|01|Install file upload callback for 'Updater'

000011.134|so   |3|01|Link status is Net up Speed 1000 full Duplex, PC down.
000011.135|app1 |*|01|Initial log entry. Current logging level 3
000011.163|cfg  |*|01|Initial log entry. Current logging level 2
000011.173|dot1x|*|01|Initial log entry. Current logging level 3
000011.173|app1 |3|01|Starting provisioning because of the start type.
000011.308|tls  |*|01|Initial log entry. Current logging level 4
000020.375|lldp |3|01|LLDP did not receive a response from a switch. Disabling LLDP.
000026.272|cdp  |3|01|CDP did not receive a response from a switch. Disabling CDP.
000026.300|dhcpc|*|01|Initial log entry. Current logging level 4
000032.606|dns  |*|01|DNS resolver servers are '192.168.0.1' '0.0.0.0'
000032.606|dns  |*|01|DNS resolver search domain is ''
000032.606|app1 |3|01|DNS resolver server is '192.168.0.1'
000032.606|app1 |3|01|DNS resolver search domain is ''
000032.628|dns  |3|01|DNS lookup for (A) 'voice.cpo.cpe.thecore.net.au'(114.141.105.196) TTL=77708
000032.629|app1 |4|01|Could not load time from  (0.0.0.0).
000032.629|app1 |3|01|DHCP returned result 0x87 from server 192.168.0.1.
000032.629|app1 |3|01|   Phone IP address is 192.168.0.14.
000032.629|app1 |3|01|   Subnet mask is 255.255.255.0.
000032.629|app1 |3|01|   Gateway address is 192.168.0.1.
000032.629|app1 |3|01|   DNS server is 192.168.0.1.
000033.179|cfg  |*|01|Prov|Starting to update
000033.215|dns  |3|01|DNS lookup for (A) 'downloads.polycom.com'(140.242.64.104) TTL=5521
000033.216|copy |3|01|'http://PlcmSpIp:****@downloads.polycom.com/voice/software/UC_Software_4_0_2B_release_sig_split/3111-44500-001.sip.ld' from 'downloads.polycom.com(140.242.64.104)'
000033.729|cfg  |3|01|New load header information:
000033.729|cfg  |3|01|Code length:         0x02E0F980
000033.730|cfg  |3|01|Code Checksum:       0x3725C63F
000033.730|cfg  |3|01|Options:             0x00000080
000033.730|cfg  |3|01|Recognized container image
000033.730|cfg  |3|01|New load header information:
000033.730|cfg  |3|01|Code length:         0x0275F000
000033.730|cfg  |3|01|Code Checksum:       0x4B8D4262
000033.730|cfg  |3|01|Options:             0x00000002
000033.730|cfg  |3|01|Could not open application file for checking
000033.730|cfg  |3|01|Application in container image 1 is different
000033.961|cfg  |3|01|New load header information:
000033.961|cfg  |3|01|Code length:         0x006B0050
000033.961|cfg  |3|01|Code Checksum:       0x372525F6
000033.961|cfg  |3|01|Options:             0x00000010
000033.963|cfg  |3|01|Updater is already present
000033.963|cfg  |3|01|Updater in container image 2 is not different
000033.963|cfg  |3|01|Using application
000034.083|cfg  |*|01|Prov|Updating the Application
000034.084|cfg  |3|01|Using compatible image 0
000145.520|copy |3|01|buffered_write: transfer terminated
000145.521|copy |3|01|Download of 'voice/software/UC_Software_4_0_2B_release_sig_split/3111-44500-001.sip.ld' succeeded on attempt 1 (addr 1 of 1)
000146.237|sig  |*|01|Initial log entry. Current logging level 3
000146.238|sig  |3|01|hwSigParseRemove: found key Sig_3.
000148.963|cfg  |3|01|Good image signature
000149.619|cfg  |3|01|Programming 41284168 bytes into tffs in 4K blocks
000210.927|cfg  |3|01|Extracting application files
000210.927|cfg  |3|01|New load header information:
000210.927|cfg  |3|01|Code length:         0x0275F000
000210.927|cfg  |3|01|Code Checksum:       0x4B8D4262
000210.927|cfg  |3|01|Options:             0x00000002
000307.967|cfg  |3|01|Finished extracting application files (OK)
000314.318|cfg  |3|01|File system is synchronized
000315.077|cfg  |*|01|Prov|Succeeded updating file http://downloads.polycom.com/voice/software/UC_Software_4_0_2B_release_sig_split/3111-44500-001.sip....
000315.604|cfg  |*|01|Prov|Image has been changed
000315.631|copy |3|01|'ftp://PlcmSpIp:****@voice.cpo.cpe.thecore.net.au/0004f28151db.cfg' from 'voice.cpo.cpe.thecore.net.au(114.141.105.196)'
000315.845|copy |3|01|Download of '0004f28151db.cfg' succeeded on attempt 1 (addr 1 of 1)
000315.848|cfg  |3|01|Prov|Provisioning succeeded
000315.858|app1 |3|01|Application, load: Type=SIP, Version=4.0.2.11307 21-Mar-12 15:37
000315.858|cfg  |*|01|Prov|Finished updating configuration
000315.860|boot |*|01|Using TFFS for flash load
000315.860|boot |*|01|Code length:         0x0275F000
000315.860|boot |*|01|Code checksum:       0x4B8D4262
000316.098|app1 |4|01|Loaded application sip.ld from local system successfully.
000316.098|app1 |6|01|Uploading boot log, time is Thu Dec 19 13:26:38 2013

000316.350|copy |3|01|'ftp://PlcmSpIp:****@voice.cpo.cpe.thecore.net.au/LOGS/0004f28151db-boot.log' to 'voice.cpo.cpe.thecore.net.au(114.141.105.196)'
000316.714|copy |3|01|Upload of 'LOGS/0004f28151db-boot.log' succeeded on attempt 1 (addr 1 of 1)
000343.398|cfg  |3|01|Prov|Shutting down

Anonymous · ‎12-19-2013

Here is also the log file attached.

SteffenBaierUK · ‎12-19-2013

Hello hel10z,

welcome to the Polycom Community.

The logs in this case are irrelevant as the issue is with your router and it blocking / not forwarding packets.

The ports the phone uses / requires are listed in the UCS Admin Guide, in your example UCS 4.0.1, on page 332 within the Ports Used on Polycom Phones section.

Usually you only need the SIP (5060) and the RTP (2222 => 2269) range.

Set these for UDP and TCP

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

Anonymous · ‎12-20-2013

Hi Steffen Baier,

I have followed your instructions and I still have the same issue.

In my modem/router I have forwarded those ports the phones IP Address and I still have the same issue.

I have the line registered.

I can make calls.

Reciver of call can hear audio BUT i cant hear them.

So the data from the external person, coming to the phone doesnt come in...

Any ideas?

Anonymous · ‎12-20-2013

I have also even added the phones IP to the Default DMZ Server as a further test and same issue.

Anonymous · ‎12-23-2013

Hello hel10z,

The issue is your router, you'll need to replace it.

I've seen this behaviour with other routers, such as Dlink's 825. With SIP ALG enabled, the phone will not register. Disabling SIP ALG allows the phone to register, but audio doesn't work.

These routers are simply SIP incompatible, and must be replaced. Alternatively you can replace the stock firmware with a 3rd party firmware, such as DD-WRT, or OpenWRT, however it doesn't look like either of these are compatible with the D6300.

This issue isn't Polycom related (other brands of IP phones and ATAs don't work either), so this issue should be closed.

Anonymous · ‎05-06-2014

Hello All and thanks for the HELP!

For the issue to be resolved, in our PBX I had to tick NAT for that particular extension. Once that was enabled audio worked in both directions.

Polycom VVX 500 - Provisioning Server - Can't Hear Audio on Netgear D6300

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