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HP Recommended

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

 

 

1 ACCEPTED SOLUTION

Accepted Solutions
HP Recommended

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

Cheers, Uwe

Check my blog at https://aitsc.de/blog

View solution in original post

4 REPLIES 4
HP Recommended

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

------------------------------------------------
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
HP Recommended

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 

HP Recommended

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

Cheers, Uwe

Check my blog at https://aitsc.de/blog
HP Recommended

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

† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.