Poly VVX 250 with version 6+ shutdown after making a call

385 views
Skip to first unread message

Jhony Perez

unread,
Apr 24, 2023, 9:34:14 AM4/24/23
to sipxco...@googlegroups.com
Have anyone seen this issue: Have over 200 VVX 250s, a few months old, they came with version 6.4.3 and started to die when making a call, even to voice mail, every day a new one does this and once its doing this, you have to replace it cause you cannot make another call from it. Have another 100 of VVX 250s with version 5.8 and all of these work fine without any issues.

Going to try to downgrade but the Sipxcom firmware setting won't do it, so I'll have to set up another way to try this.

Does anyone have any info on this??

Thank you

Todd Hodgen

unread,
Apr 25, 2023, 1:35:14 AM4/25/23
to Jhony Perez, sipxco...@googlegroups.com

Not enough details to fully understand your issues.  However, try this to go to a lower version of Firmware.

Go to services/provisioning/device files

Browser for your firmware with the browse buttion.   On version, choose your version of firmware, and if not available, choose the highest version available to choose.    Make a note in your description of what you are doing.    The version you select, and the version you have uploaded do not have to match.   It should download the version for you to these phones, without issues.

 

On the phones, are they bricked somehow, or are you able to put an older version on them to get them working again?    You might need to go to the IP address of a phone that is not working, and look at its diagnostics logs to see what is failing.  That should start you down the path for recovery.   You can also look at a wireshark capture for the device to see what is failing.

--
You received this message because you are subscribed to the Google Groups "sipxcom-users" group.
To unsubscribe from this group and stop receiving emails from it, send an email to sipxcom-user...@googlegroups.com.
To view this discussion on the web visit https://groups.google.com/d/msgid/sipxcom-users/CAGt6jHENv1mQJBB-0gBtAygLWudK641TC40Jpmwz-JPPAnzWSA%40mail.gmail.com.

Ivar Plahte

unread,
Apr 25, 2023, 7:20:58 AM4/25/23
to sipxcom-users
Looks like Poly x50 series shipped after June 2022 have a downgrade limitation set at 6.4.3.

https://www.poly.com/content/dam/www/products/support/voice/vvx-business-ip-phones/other/june2022-shipping-config-change-notice-vvx.pdf

Todd Hodgen

unread,
Apr 25, 2023, 7:46:14 AM4/25/23
to Ivar Plahte, sipxcom-users

Seems you will have to troubleshoot the reason for them not dialing out.    Have you looked at logs in the phone, or a capture on the phones?    Maybe try changing in the phone profile the Polycom password that is used on the phones – has that possibly changed by Poly?

Todd Hodgen

unread,
Apr 25, 2023, 7:56:05 AM4/25/23
to Ivar Plahte, sipxcom-users

Are the phones losing registration?   Can you call them?  One thing to try – go to system/security/sip security.     At BLOCK DOS Attackers – enable the rule, set BAN time to 15, Max Retry to 30, and Find Time to 60.   There was an issue where the Polycom phones tried re-registering persistently and it looked like a Denial of Service Attack from the phone, and the firewall was keeping them from Registering after a while.   This will remove that issue.

 

Again, you need to look at logs to see what it going on, but if they aren’t registering any more, give this a try.

 

From: sipxco...@googlegroups.com <sipxco...@googlegroups.com> On Behalf Of Ivar Plahte
Sent: Tuesday, April 25, 2023 4:21 AM
To: sipxcom-users <sipxco...@googlegroups.com>

Jhony Perez

unread,
Apr 25, 2023, 11:42:04 AM4/25/23
to Todd Hodgen, Ivar Plahte, sipxcom-users
Hey guys, thank you for your responses.

Yes Ivar, I cannot downgrade this build of the VVX250s, I confirm with Poly. I called them and they escalated the ticket quickly and told me we're not the first ones to report this issue, we are working with them to collect more data and hope they can fix the issue with a firmware update. I'll keep you guys posted.

Todd, here is a little more info: These phones were put into production late last year and some even this January, they worked fine till all of the sudden started dying as you make a call and it's very easy to reproduce. The phone is registered and all looks fine, once the issue start happening to a phone it will happen almost every time you try to make a call, the phone will just shutdown as you make the call and the other side answers, even if it's voicemail. At first I thought it was a power issue with the PoE switch just not having enough power, so we used a power injector and it still happened. So I manually configure a handset and for a few hours that seems to have fix the issue, but it didn't, very first call next day it happened again. so far there are 11 handsets with this issue and a new one every few days, meanwhile, another 100+ VVX250 from previous build running 5.X firmware are running without any issues for over 2 years.

We are working with Poly and collecting data and have a call with them shortly, I'll keep you guys posted in the meantime. I'd stay away from these newly built handsets until they fix this issue.

Thank you,

Ivar Plahte

unread,
Apr 25, 2023, 12:07:45 PM4/25/23
to sipxcom-users
Jhony,

I see from our records we hit a similar landmine with FW version 5.1.3 not being compatible with VVX 641 serial numbers a few years back.

Phones were resetting when placing calls, and came back up after approx. 1min. Fortunately at that time we could upgrade / downgrade FW.

Not sure if relevant, but I mention it since you might find a clue in its root cause and / or how it was handled by Poly.

Jhony Perez

unread,
Apr 25, 2023, 12:45:17 PM4/25/23
to Ivar Plahte, sipxcom-users
We just hung up with lever 2 support and they are escalating it to level 3 to work with the devs, we were able to reproduce the issue with manual provisioning of the phone and capture everything to a syslog server. 

Let's see what level 3/devs say about the issue. Will continue to keep you guys posted and thank you for your assistance.

Thanks,

To view this discussion on the web visit https://groups.google.com/d/msgid/sipxcom-users/bb5a1e92-01c6-4b87-870f-ffeb0e6007abn%40googlegroups.com.

Carlos E Olivencia Vazquez

unread,
Oct 4, 2023, 8:32:50 AM10/4/23
to sipxcom-users
Hi! We bought 2200 units of vvx250 and I'm still in the initial deployment phase. About 10% of 300 phones already  deployed have failed. They either shutdown while ringing, in a middle of a conversation or idle.  All of the failed ones make a hissing sound near the Ethernet port. Ive been dealing this through our seller. I guess there was a problem at manufacturing. I have never had a problem with Poly products. We started with the IP series back in 2008 and evolved to the vvx and this is the first time we had a quality issue with them. Running 6.4.3 on a sipXcom 20.08.2020 with 1752 phones and 2363 users.

Todd Hodgen

unread,
Oct 4, 2023, 11:47:01 AM10/4/23
to Carlos E Olivencia Vazquez, sipxcom-users
Wow, what a disaster!

sent using my two left twiddling thumbs
From: 'Carlos E Olivencia Vazquez' via sipxcom-users <sipxco...@googlegroups.com>
Sent: Wednesday, October 4, 2023 5:32:50 AM

Ivar Plahte

unread,
Oct 4, 2023, 11:56:33 AM10/4/23
to sipxcom-users
Not sure if it is related, but just beware the VVX x50 range are the former Obi phones that Poly (now HP) acquired in 2018. They run Poly UC software, but likely on the legacy Obiphone hardware I would presume.

Iuliu Blaga

unread,
Oct 4, 2023, 12:24:11 PM10/4/23
to Todd Hodgen, Carlos E Olivencia Vazquez, sipxcom-users
I do not remember encountering this issue
From: sipxco...@googlegroups.com <sipxco...@googlegroups.com> on behalf of Todd Hodgen <t.ho...@misiusystems.com>
Sent: Wednesday, October 4, 2023 6:46:54 PM
To: Carlos E Olivencia Vazquez <carlos.o...@upr.edu>; sipxcom-users <sipxco...@googlegroups.com>

Subject: Re: [sipxcom-users] Poly VVX 250 with version 6+ shutdown after making a call
 

CAUTION: This email originated from outside the organization. Do not click links or open attachments unless you recognize the sender and know the content is safe.


Carlos E Olivencia Vazquez

unread,
Oct 4, 2023, 1:26:43 PM10/4/23
to Iuliu Blaga, Todd Hodgen, sipxcom-users
BTW,  all of them are connected to HP and Aruba PoE+ switches.

Carlos Olivencia-Vázquez, MBA
Director
Departamento de Servicios Auxiliares
Decanato de Administración
Universidad de Puerto Rico - Mayagüez
From: Iuliu Blaga <ibl...@skyswitch.com>
Sent: Wednesday, October 4, 2023 12:24 PM
To: Todd Hodgen <t.ho...@misiusystems.com>; Carlos E Olivencia Vazquez <carlos.o...@upr.edu>; sipxcom-users <sipxco...@googlegroups.com>

Donovan Vincent

unread,
Oct 5, 2023, 9:11:52 AM10/5/23
to Iuliu Blaga, Todd Hodgen, sipxcom-users, Carlos E Olivencia Vazquez
I'm kind of branching off of what Ivar said previously about the x50 range being obi phones. Are these hardware revision A or B phones? I've seen some similar issues on the poly forums that have applied to the revision A and B hardware. It looks like the only solution was to RMA the hardware.

--
Donovan Vincent
Director of Technology Services
WAMS Stories Media
From: 'Carlos E Olivencia Vazquez' via sipxcom-users <sipxco...@googlegroups.com>
Sent: Wednesday, October 4, 2023 1:26 PM
To: Iuliu Blaga <ibl...@skyswitch.com>; Todd Hodgen <t.ho...@misiusystems.com>; sipxcom-users <sipxco...@googlegroups.com>

Subject: Re: [sipxcom-users] Poly VVX 250 with version 6+ shutdown after making a call
 
CAUTION: This message was sent from outside of WAMS Stories Media. Please do not click links or open attachments unless you recognize the source of this email and know the content is safe.

Reply all
Reply to author
Forward
0 new messages