Polycom HDX 7000 HD, dropping calls every 30minutes

[Anonymous]

Hi,

I am facing issue with my Polycom device. Every call is getting disconnected after 30 minutes.

Software Version: Release - 3.0.2.1-17007     Model: HDX 7000 HD Hardware Version: C

After 30 minutes I see below errors in log:

2015-03-10 19:31:34 WARNING avc: pc[0]: H323Call[0]: unhandled call state 10
2015-03-10 19:31:34 WARNING avc: pc[0]: H323Call[0]: CallStateChangedCallback unhandled state 0
2015-03-10 19:31:35 ERROR avc: hd[8]: H26xDecoder[1]: PrepareQueuedImgBufArray reset dataLen 172800 for pBufToBeFreed 0x4c1f5000 w/ state 3 enabled 1
2015-03-10 19:31:35 ERROR avc: pc[0]: PeopleDecHighRes1[0].VideoChannel[23]: SetEnable found the channel 0x10f27f74 is not cloned yet!
2015-03-10 19:31:35 WARNING avc: hd[6]: ipc: ipc_read_task invalid event 1159572392, ev_count 2
2015-03-10 19:31:35 WARNING avc: hd[6]: ipc: ipc_read_task invalid event polling all devices.
2015-03-10 19:31:36 WARNING avc: pc[0]: TIMER: task:VMgr took 1521mS to process timer func:0x10325654
2015-03-10 19:31:43 ERROR jvm: pc[0]: UI: asyn: ImageManager: image not found: myoemlogo.png
2015-03-10 19:31:44 ERROR jvm: pc[0]: UI: asyn: SECURITY: ImageManager: image not found: myoemlogo.png ID: user
2015-03-10 19:31:44 ERROR jvm: pc[0]: UI: asyn: ImageManager: image not found: makeacall_logo.png
2015-03-10 19:31:44 ERROR jvm: pc[0]: UI: asyn: SECURITY: ImageManager: image not found: makeacall_logo.png ID: user

Polycom device is behind Juniper firewall.

Do you have any idea where can be the problem ?

Cheers,

Chris

[SteffenBaierUK]

Hello Chris,

welcome to the Polycom Community.

Firstly for your own safety and to exclude any software issues I can only recommend to upgrade the system to a currently supported version.

If you do not have a maintenance contract you need to stay on the 3.0.x builds which can be found => here <=

Once you have updated and re-tested this you may want to look at the firewall.

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

[Anonymous]

Hello Steven,

Unfortunately, I do not have maintenance contract. If I good understand the newest version which I can use is polycom-hdx-release-3.0.6-37004 ? Please confirm.

I have also read about keep alive settings, can you tell me what is the default TCP keepalive interval on my version of software ? Is this possible to change it. I have noticed that tcp kainterval command is not available via telnet on my Polycom.

Thanks in advance,

Chris 

[UweA · Accepted solution]

Hi Chris...

Default Keep-Alive Values:

HDX versions prior to and including v3.0.0 -  Default 7200 seconds (2 hours)

HDX version 3.0.1 and later – Default 1800 seconds (30 minutes)

The command is tcp kainterval and must be executed through a Telnet session to the HDX or VSX.  Support of this command was introduced in VSX v9.0.6.1 and HDX v3.0.0

More infos: HERE

[Anonymous]

Hi Uwe,

I have solved my problem by setting tcp kainterval to 900 seconds. I though earlier that this command is not available, because when I tried to type tcp kainterval there was no output from this command. Then I have noticed that I have Log Level set to Warning. When I changed Log Level to Debug I was able to see current TCP Keep-Alive and I have changed it.

Thanks for your help.

Best regards,

Chris