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- HP Community
- Poly Phones
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- Re: VVX310 cpu usage freezes phone
Create an account on the HP Community to personalize your profile and ask a question
11-30-2017 01:44 AM
We have a couple of VVX310 units with UC Software Version 5.5.2.8571 installed on them.
For some reason they freeze, cannot be used anymore and need a reboot to "solve" the issue.
They are registering on Skype for business server.
From the logs of the phones we get the following messages
11:52:31.830 192.168.63.191 local0.info Nov 3 08:01:46 192.168.63.191 000110.498|app1 |3|00|current cpu load =100,m_nStartDelay = 219 11:52:31.830 192.168.63.191 local0.info Nov 3 08:01:46 192.168.63.191 000110.498|app1 |3|00|CPU is NOT stable and timeout NOT happened yet 11:52:32.315 192.168.63.191 local0.info Nov 3 08:01:46 192.168.63.191 000110.996|app1 |3|00|current cpu load =100,m_nStartDelay = 218 11:52:32.315 192.168.63.191 local0.info Nov 3 08:01:46 192.168.63.191 000110.996|app1 |3|00|CPU is NOT stable and timeout NOT happened yet
After about 8' the phone reboots.
Can we upgrade or do anything else to fix this issue?
Solved! Go to Solution.
Accepted Solutions
02-08-2018 03:34 AM
Hello @AlexK,
welcome back to the Polycom Community.
I am not aware of such issue but maybe this is caused by the Codec being different internally in comparison with the one used externally.
I do not know any of your configuration and have not seen any logs so I am unable to comment.
If you using a vanilla config and can always replicate this please open a ticket with Polycom support.
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.
If this is some sort of an Internet discounter please post either your phone's MAC address or your Polycom devices serial so I can look up who would be able to support you. This may not be who you purchased the Polycom device from.
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
11-30-2017 03:08 AM
Hello @AlexK,
welcome to the Polycom Community.
The latest currently supported version is UC Software 5.6.0 or UC Software 5.5.3 to answer your upgrade question.
We would need a few details from you on the below:
- Is this a day one issue or did this only happen on 5.5.2 ?
- What kind of call state is the phone in when this happens? In a call or Idle?
- Are you using BToE and what Version of BToE?
- Is this Skype for Business online or a On prem server?
- Have you changed the logging to show these or do they just appear in the logs?
- Are there any coredumps uploaded to the server?
As you are one of our partners I suggest you escalate this into Polycom so we can look at this with the detail this requires.
And before I get shouted at for suggesting this to be escalated as a ticket....
Mar 8, 2012 Question: What kind of support should I expect from the Community?
Clarification: Please check => here <=
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
11-30-2017 03:50 AM
Hello Stefen,
1) It is not a day one bug, the phone was working fine on 5.5.0 and were upgraded to 5.5.2 to solve the issue. As you can guess the problem persists even after the upgrade.
2) The phone was idle when the problem occured.
3) No, we don't use BToE.
4) On Premise.
5) Yes we have changed the log level to debug, here are the changes
Phone: Settings\Syslog\
Facility: 16
Render Level: Minor Error-> Debug
Prepend MAC: Disable
Phone: Settings\Logging
Global Settings:
Global Log Level Limit: Event 1/Debug-> Debug
Type: MDHms
Log to Standard Output : Disable
Log to File: Enable
Log File Size (Kbytes): 32K ή 180K
Log Files upload:
Upload Period (s): 86400 (1440 min=24h)
Append When Uploading: enable
Upload Append Size Limit (Kbytes): 512
Upload Append Limit Mode: Delete
Module Log Level Limits
All (83 items): Minor Error
Debug level:
Application
Configuration
Network
SIP
Skype for Business ABS
Server Log Level: off/server
6) I don't have a core dump, only some syslogs. If you want I can pm you a link with a wetransfer link to check them.
11-30-2017 03:56 AM
Hello @AlexK,
5.5.0 was never qualified so should not be used with Skype / LYNC.
We only qualified 5.5.1 and later.
As already stated we need to get this into support in order to be able to help you.
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
11-30-2017 04:11 AM
Hello @AlexK,
We usually state this in the release notes but for 5.5.x it was only 5.5.1 that was initially qualified via 3PIP. Any follow up would be certified.
The current 5.6.0 is also Microsoft 3PIP qualified.
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
02-08-2018 03:02 AM
We have upgraded the phones to 5.7.0.11768 and the problem seems to be fixed but we have a different problem.
When an internal call is received the phone has audio gaps at the begining of the conversation. After a couple of seconds the problem goes away. This is not happening if a call from an external line is answered. This call works fine.
02-08-2018 03:34 AM
Hello @AlexK,
welcome back to the Polycom Community.
I am not aware of such issue but maybe this is caused by the Codec being different internally in comparison with the one used externally.
I do not know any of your configuration and have not seen any logs so I am unable to comment.
If you using a vanilla config and can always replicate this please open a ticket with Polycom support.
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.
If this is some sort of an Internet discounter please post either your phone's MAC address or your Polycom devices serial so I can look up who would be able to support you. This may not be who you purchased the Polycom device from.
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
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