VVX 411 latest firmware update results in coredump and non functioning phone

[FortelNetworks]

Is paid support available for an out of warranty VVX 411?  If so, I want to pursue that.  But I will need some direction, as HP's website hasn't lead me to any source of support for these phones.

Background- I manage roughly 500 Polycom telephones- mostly VVX 401 through 411.  All are SIP - not Skype, etc.

These phones are in offices throughout the U.S.  

All phones are provisioned via a single FTP server.  This has worked well for many years.

Over the last 3+ years, I've been getting sporadic complaints about off-line phones.  Those phones somehow lost their programming configuration, and the passwords were returned to the default of 456. We are notified by a user that their phone's display prompts for the password, and for a new password, etc.  And getting through that, the rest of the phone appears to be at a factory default state.

We've just dealt with this on a case-by-case basis- it was something that followed a power loss.  But the problems seemed to grow.

Yesterday we updated to the latest available firmware, 6.4.6, which was tested by me on a VVX411.  My testing- although very brief / limited, showed this firmware to work fine.

Today we received a report at one location that phones were either intermittent, or not working.  Logs for those phones revealed core dumps.  So I see a bunch of these in our provisioning server:

enc1.(MAC)-6.4.6.2453-VVX411-core.tPktProSys.11.1739902067.1459.tar.gz

Please, if I can pay for meaningful help, I gladly will.  Can you point me in the right direction?

Thanks,

Peter

[M_Salman · Accepted solution]

Hi @FortelNetworks  Welcome to Poly HP Support Community.  
 
Due to limited support, I would request you contact our HP Support and our Support Engineers should be able to sort this out. HP Support can be reached by clicking on the following link.

https://support.hp.com/us-en/poly

I hope this helps! Keep me posted for further assistance. If you find the information provided useful or solves your problems, help other users find the solution more easily by giving Kudos/Thumbs Up and marking my post as an Accepted Solution.

Regards,

Salman

[FortelNetworks]

Thank you, M Salman, for the reply.

Unfortunately, I have not had success using the link you provided.  I attempted to reach support yesterday, before posting about this issue.  I found the same set of web pages that prompted "What do you need support for" and when I selected Desktop phones, I'm prompted to enter the serial number or product name.  Neither work- and so you can choose from the listed phones.  The VVX411 phones are not shown.  

If there is a more specific link, or a phone number, or an email address, that would be GREAT at moving me forward for paid support.  Again, I want to PAY for the support.  I will pay!!!  I will pay!!!

If anyone can look at the core dump file and help me figure out why it's happening, I will pay, and be grateful!!

Thanks,

Peter

[FortelNetworks]

An update,

Per M_Salman's suggestion, I called the HP / Poly support number (Not easy to find that number!  Thanks for the PM with that info!!)

They were very interested in the problem and quickly opened a case, with an immediate escalation to Level 2.

I'll report back with whatever is found, in the hopes it helps someone else.

Thanks again, M_Salman!!

Peter