VVX 410 Sidecar Crashing

Anonymous · ‎08-12-2015

Hi,

I would like to know if anybody has any insight or suggestions as to why this might be happening.

Phone Model VVX 410
Part Number 3111-46162-001 Rev:A
UC Software Version 5.2.0.8330

Sidecar: Paper Type

The problem is that every now and then the sidecar appears to die and reboot on its own. We get some log messages like:

HB failure :: EM1 is detached!!!

EMLayoutMgr::onEmConnected 0

EM1 - Assembly: 3111-46300-001 Rev A, and Serial No.: AP0A1403065D

Discovery: EM1 is attached Successfully!

If it were only one phone I could blame it on hardware, but this happens across all phones with a particular customer. We are the service provider but we didn't purchase the phones so we can't open a ticket. Any ideas?

Thanks,

Ricardo

SteffenBaierUK · ‎08-12-2015

Hello Ricardo,

I believe I had seen a similar report internally but we would require the whole log in order to initially troubleshoot this.

If you can provide me with a Serial Number aka MAC I can lookup the reseller so your Customer or you can open a case with Polycom support.

I would initially suggest to upgrade to either UC Software 5.4.0 or 5.3.1 and see if the issue disappears.

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 · ‎08-12-2015

Hi Steffen,

Our upstream Broadsoft provider manages the software versions so we are stuck with that one for the time being. Since our customer purchased the phones, it will be their resposibility to open the ticket. As the wholesaler of services we simply want to get a feel for wether this is common or not before we present all our info to the customer. If there is anything else you can share with us like a Bug report that would be great.

In any case since you asked. The MACs of some phones having the issue are (they have 3 paper sidecars each).

0004f28e63d6
0004f28e5f74
0004f28e5c90

Thanks,

Ricardo

SteffenBaierUK · ‎08-12-2015

Hello Ricardo,

The reseller that provides first level support for these units is SCANSOURCE COMMUNICATIONS.

Please have your customer work with them.

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

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