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The HP Community is where owners of HP products, like you, volunteer to help each other find solutions.
HP Recommended

Hi,

 

I've updated one of our Poly X50 and TC8 to the latest PolyOS version 4.02, and the Teams client to the latest version 1449/1.0.96.2023060802, but now the Poly X50 keep restarting every few hours, even when no one is using it. 

 

I've checked the X50 logs, and I can see thousands on error like this one:

 

2023-06-24 06:00:45.760 ERROR logcat: mm-camera(1032): <STATS_AEC ><ERROR> 425: aec_calc_bg_stats_region_luma: BG stats mismatch ERROR, pixpregion 660, rum 17801, grnum 15497, gbnum 14459, bnum 17020

 

Any idea? I can update the full log files somewhere it will help.

6 REPLIES 6
HP Recommended

Hi @Gilad_H

 

I think the best you can do as a start is to create a support ticket at Poly Support with all information and logs. Then keep this post updated with information if someone else see the issue.

 

One thing that popups to is, Have you configure the Country at the device?

 

Best regards - Dan Hemsø
Poly Video Professional (VIDEO-PRO) UC consultant
Remember mark as "Accepted Solutions" or if my reply/help is "Helpful"
HP Recommended

Hello @Gilad_H 

 

welcome to the Poly community. As stated by @Dan_Hemsø please get this into our support organization.

 

As a start, I would factory default the unit using the pinhole method.

 

Best Regards

 

Steffen Baier

------------------------------------------------
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

Just an update that a reset to factory default didn't help. That's the logs when it crashed:

2023-07-06 20:37:05.650 CRITICAL CEng: cpu_mon: detected vmgr task is no longer running processing loop
2023-07-06 20:37:05.657 CRITICAL logcat: libc(4656): ../../../src/g3/codec_engine/main.c:257: void system_monitor(UInt32, UInt32, UInt32, UInt32): assertion "0" failed
2023-07-06 20:37:05.661 CRITICAL logcat: libc(4656): Fatal signal 6 (SIGABRT), code -1 (SI_QUEUE) in tid 6543 (sys_), pid 4656 (main)
2023-07-06 20:37:06.376 CRITICAL logcat: DEBUG(32728): *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ***
2023-07-06 20:37:06.376 CRITICAL logcat: DEBUG(32728): VERSION=4.0.2
2023-07-06 20:37:06.376 CRITICAL logcat: DEBUG(32728): BUILDNUMBER=384012
2023-07-06 20:37:06.376 CRITICAL logcat: DEBUG(32728): ABI: 'arm'
2023-07-06 20:37:06.398 CRITICAL logcat: DEBUG(32728): Timestamp: 2023-07-06 21:37:06+0100
2023-07-06 20:37:06.398 CRITICAL logcat: DEBUG(32728): pid: 4656, tid: 6543, name: sys_ >>> /oem/polycom/bin/codec_engine <<<
2023-07-06 20:37:06.399 CRITICAL logcat: DEBUG(32728): uid: 0
2023-07-06 20:37:06.399 CRITICAL logcat: DEBUG(32728): signal 6 (SIGABRT), code -1 (SI_QUEUE), fault addr --------
2023-07-06 20:37:06.399 CRITICAL logcat: DEBUG(32728): Abort message: '../../../src/g3/codec_engine/main.c:257: void system_monitor(UInt32, UInt32, UInt32, UInt32): assertion "0" failed'
2023-07-06 20:37:06.399 CRITICAL logcat: DEBUG(32728): r0 00000000 r1 0000198f r2 00000006 r3 b6705068
2023-07-06 20:37:06.400 CRITICAL logcat: DEBUG(32728): r4 b670507c r5 b6705060 r6 00001230 r7 0000016b
2023-07-06 20:37:06.400 CRITICAL logcat: DEBUG(32728): r8 b6705078 r9 b6705068 r10 b6705098 r11 b6705088
2023-07-06 20:37:06.400 CRITICAL logcat: DEBUG(32728): ip 0000198f sp b6705038 lr e65524fb pc e655250e
2023-07-06 20:37:06.513 CRITICAL logcat: DEBUG(32728):
2023-07-06 20:37:06.514 CRITICAL logcat: DEBUG(32728): #00 pc 0006150e /apex/com.android.runtime/lib/bionic/libc.so (abort+166) (BuildId: e19f291514c1b71b1c1d3a8e05d92031)
2023-07-06 20:37:06.519 CRITICAL logcat: DEBUG(32728): #01 pc 00061797 /apex/com.android.runtime/lib/bionic/libc.so (__assert2+22) (BuildId: e19f291514c1b71b1c1d3a8e05d92031)
2023-07-06 20:37:06.519 CRITICAL logcat: DEBUG(32728): #02 pc 0033c740 /oem/polycom/bin/codec_engine
2023-07-06 20:38:59.563 CRITICAL logcat: art_apex(652): Device is not fsverity-enabled.
2023-07-06 20:38:59.565 CRITICAL logcat: art_apex(757): Device is not fsverity-enabled.
HP Recommended

Hello @Gilad_H ,

 

Welcome back.


Stating the latest software does not help others when finding this post in days, weeks, months, or years to come as they do not know what software mentioned was current at the time of writing.

Please therefore always post the exact complete build id and in the case of Microsoft Teams all the details about the Teams application and the Admin Agent, Company Portal, and Partner Agent. Our Partner Microsoft has the ability to upgrade the software of their applications so it is important to know what is being used and not what is part of our firmware

The same is applicable for other providers if this is a functionality of the device being used.

Therefore the different community sections may contain a post or FAQ on how to find this.

 

As already stated this should come into support.


Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

------------------------------------------------
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

Steffen, this is a quote from my first post in this thread, where I clearly wrote the versions:

 

I've updated one of our Poly X50 and TC8 to the latest PolyOS version 4.02, and the Teams client to the latest version 1449/1.0.96.2023060802, but now the Poly X50 keep restarting every few hours, even when no one is using it.

 

Regards,

Gilad

HP Recommended

Hello @Gilad_H 

 

apologize, but doe this being only a hobby of mine I do not always have the time to check the whole post over again as replied initially:

 

  • Please get this into support

Best regards

 

Steffen Baier

------------------------------------------------
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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