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Call drops when client answer

NinjaLee
Occasional Contributor
‎07-12-2018 09:42 AM
‎07-12-2018 09:42 AM

Call drops when client answer

Lync Server 2013

AudioCodes

Skype for Business 2016

VVX310 & VVX500

 

One of our users is having an issue calling a specific client. When the client answers, the call drops right away. The user is able to call everyone else with no issues and everyone else in the office is able to call the same client with no issue. We thought it was the client side that was having the issue but their IT department came back stating that everything looks good on their end.

 

We decided to investigate further.

1. Deleted and re-created the user's Lync account, but did not fix the issue.

2. We replaced the user's Polycom VVX310 with a VVX500 which seems to resolve the issue temporarily. The issue came back within a couple of months.

3. We also tried calling it with a headset and the call went through.

4. In our traces we see the INVITE go to the phone, Trying/Ringing come back, followed by the OK, and we send the ACK, and then the phone sends BYE.

 

I have the full logs but not sure if safe to attach.

 

Please advise.

 

 

 

 

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SteffenBaierUK
Polycom Employee & Community Manager Polycom Employee & Community Manager
Polycom Employee & Community Manager
‎07-12-2018 10:50 AM
‎07-12-2018 10:50 AM

Re: Call drops when client answer

Hello @NinjaLee,

welcome to the Polycom Community.

It is always useful to include the currently used UC Software version as issues experienced or a question asked may already be addressed in a newer release.

This also allows yourself and others to check against current software release notes, Administrator Guides or FAQ post’s.

The above is also stated in the "Must Read First" and is the absolute minimum requirement every new post should include. .

In addition providing us with this basic information gives Polycom an idea what Software Versions are used in the field and avoids wasting time trying to troubleshoot issues which have already been addressed.

Therefore the Polycom VoIP FAQ contains this post here:

Question: How can I find out my SIP or UC Software Version of my Phone?
Resolution: Please check here

 

In addition

 

Jan 17, 2017 Question:How can I troubleshoot simple Skype for Business, LYNC or Office365 issues?

Resolution: Have a look => here <=

 

Without logs attached we are just assuming and guessing.


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

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

If official support is required please check how to phone or open a case here

----------------
The title Poly Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.

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


⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓SIGNATURE ⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓
Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
Please also ensure you always check the VoIP , Video Endpoint , Microsoft Voice , PSTN or other FAQ's in the different sections
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NinjaLee
Occasional Contributor
‎07-13-2018 10:17 AM
‎07-13-2018 10:17 AM

Re: Call drops when client answer

Lync Server 2013

AudioCodes

Skype for Business 2016

VVX310 & VVX500

UC Version:  5.7.0.11768

BToE: 3.7.0.0

Windows 10 Pro 1803

Good enough?

 

 

0713121033|nisvc|2|00|Request(-1)nisvc,(891)NIWPADPacReqMsgKey,(-1)app,(22),(Expiry,TransactionId,Time,Type):(-1,-1,1531501833,0)IndicationLevel:(200)
0713121033|nisvc|2|00|PacA:PacContent:Src,Status,Contentlen,Expiry = WPADKey(,0x4),400,0,(0:0:0:0:0:0:0:0:0)ProxyData:UserName Valid,Password Valid,nAddrs:0
Type/Address:

0713121033|nisvc|2|00|Invoker's nCommands,CurrentKey:2,(104)FetchWpadPac
0713121033|nisvc|2|00|PacF:PacContent:Src,Status,Contentlen,Expiry = WPADKey(,0x4),400,0,(0:0:0:0:0:0:0:0:0)ProxyData:UserName Invalid,Password Invalid,nAddrs:0
Type/Address:

0713121033|nisvc|2|00|Invoker's nCommands,CurrentKey:2,(106)Responder
0713121033|nisvc|2|00|Response(-1)nisvc,(-1),(-1)app,(22),(Expiry,TransactionId,Time,Type):(-1,-1,1531501833,1)IndicationCode:(400)
0713121033|app1 |5|00|[CWPADServiceEwsRsp::execute] PAC file failed with ''
0713121127|app1 |4|00|Event: Unrecognizable key - appKeyFunc = 333, scan code 0
0713121127|cfg  |5|00|Prm|Parameter lync.qos.dscpVoice requested type 2 but is of type 0
0713121136|so   |4|00|soStreamAddrSet DestIP: Ignoring for ICE
0713121136|so   |4|00|soStreamAddrSet DestIP: Ignoring for ICE
0713121137|so   |4|00|soStreamAddrSet DestIP: Ignoring for ICE
0713121137|so   |4|00|soStreamAddrSet DestIP: Ignoring for ICE
0713121137|so   |4|00|soStreamAddrSet DestIP: Ignoring for ICE
0713121137|so   |4|00|soStreamAddrSet DestIP: Ignoring for ICE
0713121147|so   |4|00|soStreamAddrSet DestIP: Ignoring for ICE
0713121147|so   |4|00|soStreamAddrSet DestIP: Ignoring for ICE
0713121149|ec   |4|00|CEcLayoutMgr::onNewDocument Phone Busy with call = 1 
0713121149|ec   |4|00|CEcLayoutMgr::onNewDocument Phone Busy with call = 0 
0713121159|ec   |4|00|Failed to create contacts table 'contacts'
0713121159|ec   |4|00|Failed to create contacts table '{a9e2bc46-b3a0-4243-b315-60d991004455}'
0713121159|ec   |4|00|Failed to create contacts table 'skypeforbusinesscontacts'
0713121202|ec   |4|00|'calllogs' service Subscription state '1' Watermark state '1' Response code 'NoError'
0713121202|ec   |4|00|'calllogs' Subscription save success
0713121203|nisvc|2|00|Request(-1)nisvc,(891)NIWPADPacReqMsgKey,(-1)app,(22),(Expiry,TransactionId,Time,Type):(-1,-1,1531501923,0)IndicationLevel:(200)
0713121203|nisvc|2|00|PacA:PacContent:Src,Status,Contentlen,Expiry = WPADKey(,0x4),400,0,(0:0:0:0:0:0:0:0:0)ProxyData:UserName Valid,Password Valid,nAddrs:0
Type/Address:

0713121203|nisvc|2|00|Invoker's nCommands,CurrentKey:2,(104)FetchWpadPac
0713121203|nisvc|2|00|PacF:PacContent:Src,Status,Contentlen,Expiry = WPADKey(,0x4),400,0,(0:0:0:0:0:0:0:0:0)ProxyData:UserName Invalid,Password Invalid,nAddrs:0
Type/Address:

0713121203|nisvc|2|00|Invoker's nCommands,CurrentKey:2,(106)Responder
0713121203|nisvc|2|00|Response(-1)nisvc,(-1),(-1)app,(22),(Expiry,TransactionId,Time,Type):(-1,-1,1531501923,1)IndicationCode:(400)
0713121203|app1 |5|00|[CWPADServiceEwsRsp::execute] PAC file failed with ''
0713121205|ec   |4|00|'vvm' service Subscription state '1' Watermark state '1' Response code 'NoError'
0713121205|ec   |4|00|'vvm' Subscription save success
0713121243|copy |4|00|[performRedundant] Proxy connect result '0'
0713121333|nisvc|2|00|Request(-1)nisvc,(891)NIWPADPacReqMsgKey,(-1)app,(22),(Expiry,TransactionId,Time,Type):(-1,-1,1531502013,0)IndicationLevel:(200)
0713121333|nisvc|2|00|PacA:PacContent:Src,Status,Contentlen,Expiry = WPADKey(,0x4),400,0,(0:0:0:0:0:0:0:0:0)ProxyData:UserName Valid,Password Valid,nAddrs:0
Type/Address:

0713121333|nisvc|2|00|Invoker's nCommands,CurrentKey:2,(104)FetchWpadPac
0713121333|nisvc|2|00|PacF:PacContent:Src,Status,Contentlen,Expiry = WPADKey(,0x4),400,0,(0:0:0:0:0:0:0:0:0)ProxyData:UserName Invalid,Password Invalid,nAddrs:0
Type/Address:

0713121333|nisvc|2|00|Invoker's nCommands,CurrentKey:2,(106)Responder
0713121333|nisvc|2|00|Response(-1)nisvc,(-1),(-1)app,(22),(Expiry,TransactionId,Time,Type):(-1,-1,1531502013,1)IndicationCode:(400)
0713121333|app1 |5|00|[CWPADServiceEwsRsp::execute] PAC file failed with ''
0713121503|nisvc|2|00|Request(-1)nisvc,(891)NIWPADPacReqMsgKey,(-1)app,(22),(Expiry,TransactionId,Time,Type):(-1,-1,1531502103,0)IndicationLevel:(200)
0713121503|nisvc|2|00|PacA:PacContent:Src,Status,Contentlen,Expiry = WPADKey(,0x4),400,0,(0:0:0:0:0:0:0:0:0)ProxyData:UserName Valid,Password Valid,nAddrs:0
Type/Address:

0713121503|nisvc|2|00|Invoker's nCommands,CurrentKey:2,(104)FetchWpadPac
0713121503|nisvc|2|00|PacF:PacContent:Src,Status,Contentlen,Expiry = WPADKey(,0x4),400,0,(0:0:0:0:0:0:0:0:0)ProxyData:UserName Invalid,Password Invalid,nAddrs:0
Type/Address:

0713121503|nisvc|2|00|Invoker's nCommands,CurrentKey:2,(106)Responder
0713121503|nisvc|2|00|Response(-1)nisvc,(-1),(-1)app,(22),(Expiry,TransactionId,Time,Type):(-1,-1,1531502103,1)IndicationCode:(400)
0713121503|app1 |5|00|[CWPADServiceEwsRsp::execute] PAC file failed with ''
0713121633|nisvc|2|00|Request(-1)nisvc,(891)NIWPADPacReqMsgKey,(-1)app,(22),(Expiry,TransactionId,Time,Type):(-1,-1,1531502193,0)IndicationLevel:(200)
0713121633|nisvc|2|00|PacA:PacContent:Src,Status,Contentlen,Expiry = WPADKey(,0x4),400,0,(0:0:0:0:0:0:0:0:0)ProxyData:UserName Valid,Password Valid,nAddrs:0
Type/Address:

0713121633|nisvc|2|00|Invoker's nCommands,CurrentKey:2,(104)FetchWpadPac
0713121633|nisvc|2|00|PacF:PacContent:Src,Status,Contentlen,Expiry = WPADKey(,0x4),400,0,(0:0:0:0:0:0:0:0:0)ProxyData:UserName Invalid,Password Invalid,nAddrs:0
Type/Address:

0713121633|nisvc|2|00|Invoker's nCommands,CurrentKey:2,(106)Responder
0713121633|nisvc|2|00|Response(-1)nisvc,(-1),(-1)app,(22),(Expiry,TransactionId,Time,Type):(-1,-1,1531502193,1)IndicationCode:(400)
0713121633|app1 |5|00|[CWPADServiceEwsRsp::execute] PAC file failed with ''
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SteffenBaierUK
Polycom Employee & Community Manager Polycom Employee & Community Manager
Polycom Employee & Community Manager
‎07-13-2018 07:19 PM
‎07-13-2018 07:19 PM

Re: Call drops when client answer

Hello @NinjaLee,

UC Software 5.7.0 is no longer supported. Please upgrade t UC Software 5.8.0 or at least UC Software 5.7.2 and test again.

 

The log snippet you posted does not contain any call or useful information either.


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

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

If official support is required please check how to phone or open a case here

----------------
The title Poly Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.

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


⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓SIGNATURE ⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓
Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
Please also ensure you always check the VoIP , Video Endpoint , Microsoft Voice , PSTN or other FAQ's in the different sections
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