Soundpoint IP 335 4.0.9.0509 random restarting?

Anonymous · ‎08-31-2015

We have recently upgraded our Soundpoint IP 335 SIP application from 4.0.6 to 4.0.9.0509 and are using them with Genesys 8.x SIP servers. The project is not live yet.

Last week when a test "customer" hung up, the "agent's" phone restarted. Not sure if this is related to the upgrade or something else, but we don't recall this happening before the upgrade.

The App log via the GUI show a Tech Support Dump, but I think the 1st line is missing, details below. Has anyone else had similar issues with this version?

We have tried to recreate the problem approx 40 times but can not get it to repeat.

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0827105506|pmt  |*|03|###### END TECH SUPPORT INFO DUMP ######

SteffenBaierUK · ‎08-31-2015

Hello Mark,

welcome to the Polycom Community.

This needs the attention of our support team and please ensure the phone can write its logs via FTP (enable append) to its provisioning server.

You may also want to enable syslog.

Please work with your Polycom sales engineer.

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 · ‎08-31-2015

Hi Steffan,

I have asked our systems integrator, Telefonica to raise a support request. Unfortunately near the time of the issue the username & password had been changed on the FTP server, so there are no remote logs.

Regards

Mark

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