VVX phones book without config

[ja1331]

For the last few months we have a strange issue. Sometimes when a VVX phone starts up, instead of it loading up the extension, it just shows the model number. In this case, VVX310. It looks as if the phone is factory reset. If I try to access it, it still retains the password that we set in provisioning. So clearly the provisioning data is still present, but for some reason it wont load up the config.

We have this issue at very random with VVX300, 301, 310, 311, 400, 401, 410, 411. Not so much on the 01's and 11's.

Here is a log file I captured from one of the phones. If someone can help with identifying, it would be fantastic.

Having trouble posting the code here so I put it on pastebin: https://pastebin.com/peUYM0Bf

[SteffenBaierUK]

Hello @ja1331,

welcome to the Polycom Community.

Is this openSIP or Skype for Business ?

In addition how does the phone discover the provisioning server ? Manually or via a DHCP Option?

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

[ja1331]

This is openSIP

The provisioning server was manually inputted via the web interface. Option 66 and option 160 are not set on the DHCP server.

[SteffenBaierUK]

@ja1331

from the partial logs you attached it looks like it cannot find the provisioning server.

We need better logs than that but it should give you an idea

best regards

Steffen

[ja1331]

Shouldn’t the phone still pick up old settings even if provisioning server is unavailable? That’s what’s bothering me most here. The phone already has its config loaded. After a reboot suddenly it stops contacting the server and therefore old config can’t load? Any way around that?

[SteffenBaierUK]

Hello @ja1331,

again we do not know how you provision your phones. Is this all loaded from a server ?

If yes then the phone will discard everything if it cannot find individual files or the boot server at all as we would not want to load a partial configuration.

You should investigate your network and why the phone cannot contact the boot server and in addition reboot in the first place.

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

End Customers are unable to open a ticket directly with Polycom support.

The MAC provided in the logs shows this VVX310 was sold via WESTCON GROUP EUROPEAN OPERATIONS LTD back in 31/03/2015.

This unit is out of warranty and therefore a PPI / Pay Per Incident ticket would be required.

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

[ja1331]

"again we do not know how you provision your phones. Is this all loaded from a server ?"

Sorry for not being clear

Originally, we took the phones out of the boxes. We booted up the phones. We retreived the IP of the phone. Logged in, went to the provisioning section, and inputted the server provisioning URL/username/password and selected HTTP provisioning. Saved the settings, then the phone rebooted on its own, and loaded config 100% successfully.

My suspicion is, for example after a power ouutage, when all 60 phones try to contact the provisioning server all at the same time, this is too much for the provisioning server to handle, so the provisioning server appears unavailable to some of the phones. Instead of the phones continuing to load with existing config, the phone instead decides that it wants to simply boot in factory default mode.

I don't find this normal behavior. Any other vendor phone - if the provisioning server isn't available and the phone already has its config loaded - it will still boot with existing and working config. 

I am sure there is something I can do with the Polycom phones to tell the phone "ok, if provisioning server isn't reachable, please continue to load your config that has been working great for two years".

Or, at minimum, if the phone isn't smart enough to do that, supply a "retry period" so that the phone can automatically contact the proivisioning server again after 5 minutes, rather than require the end user to physically restart the phone.

Please let me know if this is fully understood and what my options are to proceed.

[SteffenBaierUK · Accepted solution]

Hello @ja1331,

If the phone is up and running ii will simply run the provisioned software.

If the phone is rebooted and it cannot load either part of the configuration or no configuration at all it will not load anything and boot without a configuration.

This is day one behavior and any change to that would require a feature request. 

You can look at the following Parameters:

device.set="1"		
device.prov.redunAttemptLimit.set="1"
device.prov.redunAttemptLimit="3"
device.prov.redunInterAttemptDelay.set="1"
device.prov.redunInterAttemptDelay="1"

The definition of these can be found in the admin guide.

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