Soundpoint IP 6000 VLAN issues

[Anonymous]

Hi Everyone

Hoping someone can help me with an issue I am having with my Polycom Soundoint IP 6000 units.

Phone Information

Phone Model SoundStation IP 6000

Part Number 3111-15600-001 Rev:W

MAC Address 00:04:F2:F8:D8:64

IP Address 10.11.16.88

UC Software Version 4.0.10.0689

BootROM Software Version 5.0.5.2324

Below are the details of the issue.

All 12 Polycom phones were working properly. I expanded the IP address ranges for the data VLAN from 10.11.12.1-10.11.13.254 to 10.11.12.1-10.11.15.254. The original Voice VLAN was 10.11.14.1-10.11.15.254 and now is 10.11.16.1-10.11.17.254. This was the only change made to the router wich also handles our DHCP leases. Once I made this change all the Polycom phones stopped working. They would obtain 10.11.16.x IP addresses but could not be reached via the Web GUI nor could I ping the polycom devices from a laptop. However I could ping the router or other devices on the network from the diagnostics tool on the polycom phones. I currently have about 40 Cisco SPA 525G phones on the Voice VLAN and they work properly. They make and receive phone calls. So it appears not to be a network issue. There are 2 ways for me to get the Polycom phones working. One way is to restart the DNS Forwarder Service. If I do this then the phone will work for an undetermined time period, always less than 10 minutes. The other more permanent way for me to get them to work is for me to manually disable the LLDP service on the polycom phones themseleves. This forces the polycoms on the Data VLAN. Once they are on the Data VLAN the phones work as they should and do not ever have a problem. While this works I would prefer to get the phones working the way they should on the Voice VLAN. Please Note I have 3 other offices that also have Polycom phones which do not have the same issues. Below is the log file from a phone I just factory reset and was unable to get online until I restarted the DNS Forwarder Service:

000007.095|log |*|03|---------- Initial log entry ----------
000007.125|so |*|03|Platform: Model=SoundStation IP 6000, Assembly=3111-15600-001 Rev=W Region=
000007.125|so |*|03|Platform: Interface eth0 MAC=0004f2f8d864
000007.127|so |*|03|Platform: BootBlock=3.0.4.0001 (15600-001) 11-Jul-12 08:53
000007.127|so |*|03|Platform: BootL1=Standalone.0008 26-Feb-08 14:11:56
000007.127|so |*|03|Platform: Updater=5.0.5.2324 09-Dec-13 15:31
000007.127|so |*|03|Application, main: Label=SIP, Version=Mink 4.0.10.0689 22-Apr-16 13:13
000007.127|so |*|03|Application, main: P/N=3150-11530-409
000007.127|rdisk|*|03|RAM disk created, size: 8,388,608 bytes
000007.128|ocsp |*|03|O.C.S.P. Enabled = 0
000007.128|tls |*|03|Initial log entry. Current logging level 4
000007.146|pmt |*|03|Initial log entry. Current logging level 4
000007.147|wdog |*|03|Initial log entry. Current logging level 4
000007.147|ethf |*|03|Initial log entry. Current logging level 4
000007.147|hw |*|03|Initial log entry. Current logging level 4
000007.147|ares |*|03|Initial log entry. Current logging level 4
000007.147|dns |*|03|Initial log entry. Current logging level 4
000007.147|cfg |*|03|Initial log entry. Current logging level 4
000007.147|dot1x|*|03|Initial log entry. Current logging level 4
000007.149|cfg |*|03|RT|Network eth0 link went up
000007.149|cfg |*|03|RT|cfgRtNetInterfaceUpdate: Network not initialized
000007.254|lic |*|03|Initial log entry. Current logging level 4
000007.254|lic |4|03|cfgCfsFlashKeyScratchLoad: key is blank
000007.583|curl |*|03|Initial log entry. Current logging level 4
000007.583|utilm|*|03|Initial log entry. Current logging level 4
000007.583|copy |*|03|Initial log entry. Current logging level 4
000007.583|rtos |*|03|Initial log entry. Current logging level 4
000007.583|sec |*|03|Initial log entry. Current logging level 4
000007.583|so |*|03|Configuration files:
000007.586|log |*|03|Log render level set to 1
000007.725|srtp |*|03|Initial log entry. Current logging level 4
000007.725|res |*|03|Initial log entry. Current logging level 4
000007.725|httpa|*|03|Initial log entry. Current logging level 4
000007.725|lldp |*|03|Initial log entry. Current logging level 4
000007.726|cdp |*|03|Initial log entry. Current logging level 4
000007.742|ssps |*|03|Initial log entry. Current logging level 4
000007.829|so |*|03|System Info Reports:
000007.829|so |*|03| CPU is pnx1500/TM3260, rev 1 running at 300MHz with memory at 199MHz.
000007.829|so |*|03| CAS latency (dram): 0x133; CAS latency (proc): 0x6; refresh rate: 0x616
000007.829|so |*|03| Board is identified as PLCM PNX1500 Mirage (ID 0x1005fb2c):
000007.829|so |*|03| DRAM_LO: 0x40000000. DRAM_HI: 0x44000000. C_LIMIT: 0x43ff0000.
000007.829|so |*|03| APERT1_LO: 0x1c000000. APERT1_HI: 0x20000000.
000007.829|so |*|03| PCSW: 0x20000e02
000007.829|so |*|03| Application built in ASSERT mode.
000007.829|so |*|03| NOR flash detected is 16
000007.829|key |*|03|Initial log entry. Current logging level 4
000007.831|httpd|*|03|Initial log entry. Current logging level 4
000007.832|poll |*|03|Initial log entry. Current logging level 4
000007.832|push |*|03|Initial log entry. Current logging level 4
000007.832|poll |*|03|Initial log entry. Current logging level 4
000007.832|poll |*|03|Initial log entry. Current logging level 4
000007.832|poll |*|03|Initial log entry. Current logging level 4
000007.832|poll |*|03|Initial log entry. Current logging level 4
000007.832|poll |*|03|Initial log entry. Current logging level 4
000007.832|ht |*|03|Initial log entry. Current logging level 4
000007.833|dbuf |*|03|Initial log entry. Current logging level 4
000007.835|pps |*|03|Initial log entry. Current logging level 4
000007.835|sip |*|03|Initial log entry. Current logging level 4
000007.835|ptt |*|03|Initial log entry. Current logging level 4
000007.845|ssps |*|03|Application, comp. 1: Label=PolyDSP PNX1500 Mem1 FS2, Version=6.2.0.0118 23-Jan-13 16:01
000007.845|ssps |*|03|Application, comp. 1: P/N=3150-11580-620.
000007.915|so |5|03|soCoreAudio compiledOffsetsApply error: unrecognized verAudio 11 for headset
000008.005|so |*|03|Using TCP IP Media Port, configured initial RTP port 2222
000008.018|sshc |*|03|Initial log entry. Current logging level 4
000008.018|cmp |*|03|Initial log entry. Current logging level 4
000008.018|wmgr |*|03|Initial log entry. Current logging level 4
000008.025|ssps |5|03|sspsHdiMsgProc: id=210 (SspsHdiMsgDtHAck), len=12, seq=23, req=24, extra=-1, extraRep=-2, resType=3, desc=3147.
000008.045|ssps |5|03|sspsHdiMsgProc: id=210 (SspsHdiMsgDtHAck), len=12, seq=26, req=27, extra=-1, extraRep=-2, resType=3, desc=3148.
000008.045|ssps |5|03|sspsHdiMsgProc: id=210 (SspsHdiMsgDtHAck), len=12, seq=32, req=33, extra=-1, extraRep=-2, resType=3, desc=3147.
000008.053|slog |*|03|Initial log entry. Current logging level 3
000008.065|ssps |5|03|sspsHdiMsgProc: id=210 (SspsHdiMsgDtHAck), len=12, seq=35, req=36, extra=-1, extraRep=-2, resType=3, desc=3148.
000008.065|ssps |5|03|sspsHdiMsgProc: id=210 (SspsHdiMsgDtHAck), len=12, seq=39, req=40, extra=-1, extraRep=-2, resType=3, desc=3147.
000008.219|app1 |*|03|Initial log entry. Current logging level 4
000008.220|app1 |4|03|StatusBar is disabled
000008.221|app1 |4|03|mb.main.home parameter is empty
000008.222|mb |*|03|Initial log entry. Current logging level 4
000008.263|ldap |*|03|Initial log entry. Current logging level 4
000008.263|ldap |4|03|cDynamicData::cDynamicData:cDynamicData:Failed
000008.719|efk |*|03|Initial log entry. Current logging level 4
000008.723|app1 |4|03|[AppUserLoginC::Init]:flushing user cache file failed
000008.913|utilm|4|03|uBLFCompressed: File /ffs0/local/local-directory_xml.zzz does not exist or is empty
000008.913|cfg |4|03|Edit|Error 0x2 loading local cfg /ffs0/local/local-directory_xml.zzz
000159.836|cfg |*|03|RT|cfgRtNetInterfaceUpdate: Network not initialized
000339.849|cfg |*|03|RT| Phone IP address is 10.11.16.88.
000339.849|cfg |*|03|RT| Subnet mask is 255.255.254.0.
000339.849|cfg |*|03|RT| Gateway address is 10.11.16.1.
000339.849|cfg |*|03|RT|DHCP: Alternate DNS server is not specified
000339.849|cfg |*|03|RT| DNS server is 10.11.16.1.
000339.849|cfg |*|03|RT| DNS domain is hired.local.
000339.849|dns |*|03|DNS resolver servers are '10.11.16.1' '0.0.0.0'
000339.849|dns |*|03|DNS resolver search domain is 'hired.local'
000339.849|cfg |*|03|RT|Primary IP changed to 10.11.16.88 subnet mask 255.255.254.0
000339.849|cfg |*|03|RT|cfgRtNetInterfaceUpdate: bfeng -- calling network status callback
000339.849|cfg |*|03|RT| Phone IP address is 10.11.16.88.
000339.849|cfg |*|03|RT| Subnet mask is 255.255.254.0.
000339.849|cfg |*|03|RT| Gateway address is 10.11.16.1.
000339.849|cfg |*|03|RT|DHCP: Alternate DNS server is not specified
000339.849|cfg |*|03|RT| DNS server is 10.11.16.1.
000339.849|cfg |*|03|RT| DNS domain is hired.local.
000339.851|so |*|03|Network initialized. Starting network tasks.
000339.851|log |*|03|Install file upload callback for 'so'
000339.858|sip |*|03|Fast Boot Measurement Point: Ready for Call, uptime: 219.858 sec.
000339.860|app1 |*|03|Ctx [0] Registered [false]
000339.862|app1 |5|03|Corporate directory instance does not exists.
000339.880|so |4|03|Could not find IP address for SNTP server. 86400
000340.633|copy |*|03|Server 'ztp.polycom.com' said '3111-15600-001.updater.ld' is not present
000340.634|cfg |*|03|Prov|Starting to update 3111-15600-001.updater.ld
000341.354|copy |*|03|Server 'ztp.polycom.com' said 'updater.ld' is not present
000341.355|cfg |*|03|Prov|Starting to update updater.ld
000342.071|copy |*|03|Server 'ztp.polycom.com' said '0004f2f8d864.cfg' is not present
000342.898|cfg |5|03|Prov|Cannot remove file /ffs0/init.mac.
000343.014|cfg |*|03|Prov|Starting to update 3111-15600-001.sip.ld
000343.749|copy |*|03|Server 'ztp.polycom.com' said '3111-15600-001.sip.ld' is not present
000343.751|cfg |*|03|Prov|Starting to update sip.ld
000344.463|copy |*|03|Server 'ztp.polycom.com' said 'sip.ld' is not present
000344.984|copy |*|03|Server 'ztp.polycom.com' said '0004f2f8d864-phone.cfg' is not present
000345.708|copy |*|03|Server 'ztp.polycom.com' said '0004f2f8d864-web.cfg' is not present
000346.434|copy |*|03|Server 'ztp.polycom.com' said '000000000000-license.cfg' is not present
000347.162|copy |*|03|Server 'ztp.polycom.com' said '0004f2f8d864-license.cfg' is not present
000347.172|cfg |*|03|Prov|Setting device parameters from configuration files.
000350.750|cfg |*|03|RT| Phone IP address is 10.11.16.88.
000350.750|cfg |*|03|RT| Subnet mask is 255.255.254.0.
000350.750|cfg |*|03|RT| Gateway address is 10.11.16.1.
000350.750|cfg |*|03|RT|DHCP: Alternate DNS server is not specified
000350.750|cfg |*|03|RT| DNS server is 10.11.16.1.
000350.750|cfg |*|03|RT| DNS domain is hired.local.
000350.750|cfg |*|03|RT| Phone IP address is 10.11.16.88.
000350.750|cfg |*|03|RT| Subnet mask is 255.255.254.0.
000350.750|cfg |*|03|RT| Gateway address is 10.11.16.1.
000350.750|cfg |*|03|RT|DHCP: Alternate DNS server is not specified
000350.750|cfg |*|03|RT| DNS server is 10.11.16.1.
000350.750|cfg |*|03|RT| DNS domain is hired.local.
000350.751|cfg |*|03|Prov|Finished updating configuration
000350.752|copy |4|03|Configuration of URL failed
000350.752|utilm|4|03|uBLFCompressed: File /ffs0/local/local-directory_xml.zzz does not exist or is empty
000350.752|cfg |4|03|Edit|Error 0x2 loading local cfg /ffs0/local/local-directory_xml.zzz
000350.753|copy |4|03|Configuration of URL failed
000350.753|utilm|4|03|uBLFCompressed: File /ffs0/local/local-directory_xml.zzz does not exist or is empty
000350.753|cfg |4|03|Edit|Error 0x2 loading local cfg /ffs0/local/local-directory_xml.zzz
000350.756|copy |4|03|ConfigRedun: problem with hostname strlen 0
000350.756|cfg |*|03|Prov|Starting to update 3111-15600-001.updater.ld
000350.757|copy |4|03|ConfigRedun: problem with hostname strlen 0
000350.758|cfg |*|03|Prov|Starting to update updater.ld
000350.758|copy |4|03|Configuration of URL failed
000350.758|copy |4|03|Configuration of URL failed
000350.758|cfg |4|03|Prov|Download of master configuration file failed
000350.758|cfg |4|03|Prov|Trying to boot from existing configuration
000350.760|cfg |4|03|Prov|Not setting device parameters since configuration was not updated.
000350.760|cfg |*|03|Prov|Finished updating configuration
000350.761|copy |4|03|ConfigRedun: problem with hostname strlen 0
000350.761|cfg |*|03|Prov|Starting to update 3111-15600-001.updater.ld
000350.762|copy |4|03|ConfigRedun: problem with hostname strlen 0
000350.762|cfg |*|03|Prov|Starting to update updater.ld
000350.763|copy |4|03|Configuration of URL failed
000350.763|copy |4|03|Configuration of URL failed
000350.763|cfg |4|03|Prov|Download of master configuration file failed
000350.763|cfg |4|03|Prov|Trying to boot from existing configuration
000350.765|cfg |4|03|Prov|Not setting device parameters since configuration was not updated.
000350.765|cfg |*|03|Prov|Finished updating configuration
000351.112|copy |4|03|Configuration of URL failed
000351.113|log |4|03|UtilLogC::uploadFifoLog: upload error. protocol 0 result = 8
000351.114|copy |4|03|Configuration of URL failed
000351.114|log |4|03|UtilLogC::uploadFifoLog: upload error. protocol 0 result = 8
000357.887|copy |4|03|Configuration of URL failed
000357.888|cfg |4|03|Web|[cfgSaProcessRequestC] Failed to download language file from provisioning server, request path Website_dictionary_language_en-us.xml
000357.888|utilm|4|03|uBLFCompressed: File /ffs0/languages/Website_dictionary_language_en-us.xml.zzz does not exist or is empty
000357.888|cfg |4|03|Web|[cfgSaProcessRequestC] Website_dictionary_language_en-us.xml Language file doesn't exist in cache
000357.888|cfg |4|03|Web|[cfgSaProcessRequestC] Website_dictionary_language_en-us.xml Language file doesn't exist in phone flash
000409.737|copy |4|03|Configuration of URL failed
000409.738|cfg |4|03|Web|[cfgSaProcessRequestC] Failed to download language file from provisioning server, request path Website_dictionary_language_en-us.xml
000409.738|utilm|4|03|uBLFCompressed: File /ffs0/languages/Website_dictionary_language_en-us.xml.zzz does not exist or is empty
000409.738|cfg |4|03|Web|[cfgSaProcessRequestC] Website_dictionary_language_en-us.xml Language file doesn't exist in cache
000409.738|cfg |4|03|Web|[cfgSaProcessRequestC] Website_dictionary_language_en-us.xml Language file doesn't exist in phone flash
002122.507|copy |4|03|Configuration of URL failed
002122.507|cfg |4|03|Web|[cfgSaProcessRequestC] Failed to download language file from provisioning server, request path Website_dictionary_language_en-us.xml
002122.508|utilm|4|03|uBLFCompressed: File /ffs0/languages/Website_dictionary_language_en-us.xml.zzz does not exist or is empty
002122.508|cfg |4|03|Web|[cfgSaProcessRequestC] Website_dictionary_language_en-us.xml Language file doesn't exist in cache
002122.508|cfg |4|03|Web|[cfgSaProcessRequestC] Website_dictionary_language_en-us.xml Language file doesn't exist in phone flash

[SteffenBaierUK]

Hello sschultz,

welcome to the Polycom Community.

The community's VoIP FAQ contains this post here:

Jul 10, 2013 Question: How can I use VLAN's with Polycom phones?

Resolution: Please check => here <=

Please use the above to troubleshot your issue.

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