Solved: VVX 400 immediately hangs up - HP Support Community

Anonymous · ‎01-12-2017

I am unable to place calls with my Polycom VVX 400. I can restart my phone and place calls for about 2 minutes. After the first couple of minutes, when I try to place a call the phone immediately hangs up. I can still receive calls. If I answer a call I can then place calls for the next few minutes.

This is happening on two different phones.

SteffenBaierUK · ‎01-12-2017

Hello machance,

0112135647|sip |3|00|UA Client Non-INVITE SUBSCRIBE trans state 'callingTrying'->'completed' by 403 resp 10 timeout(0x40e40388)

You are getting a 403 response. Check => here <= for details

You can lower the overall level and the SIP level to debug to get more details but should really work with your SIP provider on this.

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

View solution in original post

SteffenBaierUK · ‎01-12-2017

Hello mchance,

welcome 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 "Read First"

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

In addition please consult:

Jan 19, 2012 Question: How to troubleshoot Polycom VoIP related Issues?

Resolution: Please check => here <=

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 · ‎01-12-2017

I am using SIP and on the latest software version of 5.5.1.11526. The troubleshooting link was no help.

Anonymous · ‎01-12-2017

This is the error:

0112114215|sip |4|00|CTcpSocket::Abandon - TLS Listen Thread has exited. Process further to abandon this socket
0112114215|sip |4|00|CTcpSocket::Abandon connected socket. Send Message 0x40e40fe8
0112114215|hw |5|00|Task ended without calling rtosTaskEnd() name=tTCPListen181
0112114215|app1 |4|00|BuddyListC::AppPresenceStatusToUiStringId: unknown Buddy Server Type 3 .
0112114215|app1 |4|00|BuddyListC::AppPresenceStatusToUiStringId: unknown Buddy Server Type 3 .
0112114215|app1 |4|00|BuddyListC::AppPresenceStatusToUiStringId: unknown Buddy Server Type 3 .
0112114215|app1 |*|00|AppC::updateBackLightAndTouchScrStates() - Backlight states - present - [2], previous - [0].
0112114215|sip |4|00|CTcpSocket::Abandon - TLS Listen Thread has exited. Process further to abandon this socket
0112114215|sip |4|00|CTcpSocket::Abandon connected socket. Send Message 0x40e46168
0112114215|hw |5|00|Task ended without calling rtosTaskEnd() name=tTCPListen181
0112114215|sip |5|00|CUser::CallNew Call SubscribeDialogBla absent
0112114215|so |4|00|MsgAppCallRemotePartyGetCmnd: Current Media Session is not in Active List.
0112114215|so |4|00|MsgAppCallRemotePartyGetCmnd: Current Media Session is not in Active List.
0112114216|app1 |4|00|BuddyListC::AppPresenceStatusToUiStringId: unknown Buddy Server Type 3 .
0112114216|app1 |4|00|BuddyListC::AppPresenceStatusToUiStringId: unknown Buddy Server Type 3 .

SteffenBaierUK · ‎01-12-2017

Hello mchance,

You have not followed instructions to lower the SIP debugging level to at least event 3 or lower so therefore you cannot see anything.

Please utilize the suggested link as your log snippet does not even show a call.

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 · ‎01-12-2017

I changed the logging level to event 3.

0112135647|sip |3|00|User[0x40e3b6a8] IsSARenewInProgress[NO]
0112135647|sip |3|00|CStkDialog::SetAddressLocal localTag set to ''
0112135647|sip |3|00|CStkDialog::SetAddressLocal new address added of 1
0112135647|sip |3|00|CStkDialog::SetAddressLocal localTag set to ''
0112135647|sip |3|00|CStkDialog::SetAddressLocal new address added of 1
0112135647|sip |3|00|CCallNoCall::NewCallState 'Unknown'->'LineSeize' (0x1245718)
0112135647|sip |3|00|NewRegisterState: 'LineSeize' 'Unregistered' -> 'Registering' Expires 65 Overlap 60 for (0x1245718)
0112135647|sip |3|00|Open socket 180(0x40e412a8)
0112135647|sip |3|00|SetRemoteAddress OK on try 1 nPort 64318 0x40e412a8
0112135647|sip |3|00|CTcpSocket::ConnectThreadLocal. Trying to connect IP 63.209.193.22:5060
0112135647|sip |3|00|connectNonBlock is successful
0112135647|sip |3|00|Creating recv Thread
0112135647|sip |3|00|Waiting on recv Thread
0112135647|sip |3|00|CTcpSocket::OnRecvData
0112135647|sip |3|00|UA Client Non-INVITE SUBSCRIBE trans state 'callingTrying'->'completed' by 403 resp 10 timeout(0x40e40388)
0112135647|sip |3|00|CTcp::AbandonSockets socket for '63.209.193.22':5060
0112135647|sip |3|00|CTcp::AbandonSockets 1 of 1 socket 180 (0x40e412a8) Abandoned directClosure 0
0112135647|sip |4|00|CTcpSocket::Abandon - TLS Listen Thread has exited. Process further to abandon this socket
0112135647|sip |4|00|CTcpSocket::Abandon connected socket. Send Message 0x40e412a8
0112135647|sip |3|00|CTrans::AbandonSockets return OK
0112135647|sip |3|00|SCA give dial tone 1 strict 0 num servers 1
0112135647|sip |3|00|CStkCall::NewCallState 'Unknown'->'Dialtone' (0x1236a18) m_hUI(0x13b4ec0),Control Channel(0), ResponseCode(-1)
0112135647|sip |3|00|CStateSubscribeClient::OnEvResponse 403 for LineSeize
0112135647|sip |3|00|CTcpSocket::~CTcpSocket socket 180 abandoned entry for 0x40e412a8
0112135647|sip |3|00|CTcpSocket::~CTcpSocket socket 180(0x40e412a8) close
0112135647|sip |3|00|Waiting on recv Thread
0112135647|hw |5|00|Task ended without calling rtosTaskEnd() name=tTCPListen180
0112135647|sip |3|00| Local IP addresses used for SDP are 172.16.110.166 and
0112135647|sip |3|00|AddIceDescription: No SDP to add
0112135647|sip |3|00|Open socket 180(0x40e46148)
0112135647|sip |3|00|SetRemoteAddress OK on try 1 nPort 42418 0x40e46148
0112135647|sip |3|00|CStkCall::NewCallState 'Dialtone'->'Proceeding' (0x1236a18) m_hUI(0x13b4ec0),Control Channel(0), ResponseCode(-1)
0112135647|sip |3|00|CCallNoCall::NewCallState 'LineSeize'->'Idle' (0x1245718)
0112135647|sip |3|00|CTcpSocket::ConnectThreadLocal. Trying to connect IP 63.209.193.22:5060
0112135647|sip |3|00|connectNonBlock is successful
0112135647|sip |3|00|Creating recv Thread
0112135647|sip |3|00|Waiting on recv Thread
0112135647|sip |3|00|CTcpSocket::OnRecvData
0112135647|sip |3|00|UA Client INVITE INVITE trans state 'callingTrying'->'proceeding' by 100 resp 65 timeout(0x40e413e8)
0112135647|sip |3|00|CStkCall::NewCallState 'Proceeding'->'Proceeding' (0x1236a18) m_hUI(0x13b4ec0),Control Channel(0), ResponseCode(-1)
0112135647|sip |3|00|GetRemotePartyAddress from 'To'
0112135647|sip |3|00|CStkCall::OnEvNewDest (0x1236a18) new display '' user '8664080071' old 'From' new 'To' source
0112135647|sip |3|00|UA Client INVITE INVITE trans state 'proceeding'->'completed' by 403 resp 65 timeout(0x40e413e8)
0112135647|sip |3|00|CTcp::AbandonSockets socket for '63.209.193.22':5060
0112135647|sip |3|00|CTcp::AbandonSockets 1 of 1 socket 180 (0x40e46148) Abandoned directClosure 0
0112135647|sip |4|00|CTcpSocket::Abandon - TLS Listen Thread has exited. Process further to abandon this socket
0112135647|sip |4|00|CTcpSocket::Abandon connected socket. Send Message 0x40e46148
0112135647|sip |3|00|CTrans::AbandonSockets return OK
0112135647|sip |3|00|CStkCall::NewCallState 'Proceeding'->'Idle' (0x1236a18) m_hUI(0x13b4ec0),Control Channel(0), ResponseCode(-1)
0112135647|sip |3|00|GetRemotePartyAddress from 'To'
0112135647|sip |3|00|CStkCall::OnEvNewDest Unchanged display '' user '8664080071'
0112135647|sip |3|00|CTcpSocket::~CTcpSocket socket 180 abandoned entry for 0x40e46148
0112135647|sip |3|00|CTcpSocket::~CTcpSocket socket 180(0x40e46148) close
0112135647|sip |3|00|Waiting on recv Thread
0112135647|hw |5|00|Task ended without calling rtosTaskEnd() name=tTCPListen180
0112135647|sip |3|00|CStkCall::Drop(reason = 6) (0x1236a18)
0112135647|sip |3|00|CUser::HasNoCallCallInState for User 8503892092X2003,Index 0, total calls 4 state 'SubscribeDialogBla' rc 0 of type Not Applicable
0112135647|sip |5|00|CUser::CallNew Call SubscribeDialogBla absent
0112135647|sip |3|00|CStkCall::NewCallState 'Idle'->'Idle' (0x1236a18) m_hUI(0x13b4ec0),Control Channel(0), ResponseCode(-1)
0112135647|so |4|00|MsgAppCallRemotePartyGetCmnd: Current Media Session is not in Active List.
0112135647|so |4|00|MsgAppCallRemotePartyGetCmnd: Current Media Session is not in Active List.
0112135647|app1 |*|00|AppC::updateBackLightAndTouchScrStates() - Backlight states - present - [2], previous - [0].

SteffenBaierUK · ‎01-12-2017

Hello machance,

0112135647|sip |3|00|UA Client Non-INVITE SUBSCRIBE trans state 'callingTrying'->'completed' by 403 resp 10 timeout(0x40e40388)

You are getting a 403 response. Check => here <= for details

You can lower the overall level and the SIP level to debug to get more details but should really work with your SIP provider on this.

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 · ‎01-12-2017

So this is a provider issue?

SteffenBaierUK · ‎01-12-2017

Hello machance,

Due the lack of information you are providing I suggest you get some debug logs and then work with your yet unknown provider.

If that fails please open a ticket.

In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you.

If this is some sort of an Internet discounter please post your phone's MAC address so I can look up who would be able to support you.

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 · ‎01-12-2017

This is a provider issue. The config file they were pushing to our phones lacked the outbound proxy, username, and password. Your tip about the 403 error is what lead me to look in that direction. Once I added that information the phone worked as it is supposed to.

I spent nearly the entire day on the phone with our provider, only to fix the problem myself.

Momentum Telecom is the worst VOIP provider on the planet.

Thanks for your help.

VVX 400 immediately hangs up

Create an account on the HP Community to personalize your profile and ask a question