Hi,

We are currently moving all clients to a new network behind a new firewall.

We the ip phones registers correctly with the Astra Intelligate, and we can make conference calls..

But, however the IP is provided, static or by DHCP, the phones reports dupicate IP, when there are no devices that possibly could cause this.

Any ideas?

I've been searching a lot for anything that cause the issue, I can't seem to find any solution to the issue.

Firmware has been updated, no status change.

Packet analyzer doesn't show anything irregular during DHCP assignment.

Regards

Richard

Hello Richard,

welcome to the Polycom Community.

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

This also allows yourself and others to check against current software release notes.

The above is also stated in the "Read First"

Therefore the Polycom VoIP FAQ contains this post here:

Question: How can I find out my SIP UC Software Version or the BootROM Version of my Phone?
Resolution: 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

MAC address 00:04:F2:EA:19:14

I am not getting the point of the support page.  All I see is the first reply on a number of posts is a wave off from Polycom.  I have a product that is 3 years old and don't use that supplier anymore.  I really don't want to open the door up to that supplier to discuss this product's issue along with I am not sure if it is fair to that supplier to have to work on it.  

If you can assist with the issue as posted the first time that is great.  If not that is fine as well they are three year old phones and don't have a problem moving to a new product if Polycom doesn't support it anymore.

Thanks,
Maacke

Hello maacke,

the official Polycom community is not a replacement for our Support infrastructure and we do not provide direct support to end users.

Many issues posted here need to be looked at by Polycom support and may require accounts we can use for testing so we cannot do this via an Internet forum.

Mar 8, 2012 Question: What kind of support should I expect from the Community?
Clarification: Please check => here <=

The above FAQ post explains the exact reasons for this in detail.

A test could be done factory resetting the phones and trying to make an IP address call to another Duo to avoid the Avaya switch.

In addition some detail if this has ever been the case or only since an recent update could also be helpful.

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

Pardon,

Version is as follows; SIP 4.0.10.0568

Assembly: 3111-40000-001 Rev:J

BootBlock: 3.0.2.0935

Updater 5.0.8.0935

Richard

Hello Richard,

we would need to see a Wireshark trace unfiltered from a spanned port when rebooting the SSIP7000 as it would not just display that message.

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

Many thanks for your help, I also have the phone logs from our side, as this problem is still on going. Port forwards and firewalls ahve all been looked ta by Bt and still no success!

This is the log file the moment the phone goes offline:

0512154333|app1 |4|00|-----ProcessRegLineKey m_pAppLineDisplay[1] = 2----

0512154333|sip |3|00|SipOnEvRegistrarUpdate User 0, index 0, state 0, expire 0, working 1 bIsOcs 0
0512154333|sip |3|00|CUser::HasNoCallCallInState for User 441258470209,Index 0, total calls 3 state 'SubscribeAddressBook' rc 0 of type Not Applicable
0512154333|sip |3|00|SipStartFailOver 0
0512154352|sip |1|00|CTrans::TimeOut500ms m_nMainTimeoutCount == 0. Call SndMsgFail
0512154352|sip |3|00|CTrans::TimeOut500ms Self Generated 480 Response
0512154352|sip |3|00|UA Client Non-INVITE REGISTER trans state 'callingTrying'->'completed' by 480 resp 10 timeout(0x40e44d08)
0512154352|sip |2|00|CTrans:: REGISTER NonInv reTrans ALREADY stopped in 'completed' state at retryCount 0 code 480, timeout=10 (0x40e44d08)
0512154352|sip |1|00|CTrans:: ResponseProcess | Follow SIP logic
0512154352|sip |3|00|CTrans::ResponseProcess Self Generated 480. RROFO Invalidate Registration
0512154352|sip |3|00|CUser::OnRegistered Entry for call 0xeeaa90 with expires 0 ticks Transport 'TLS' inval Method 2 RROFO 0
0512154352|sip |3|00|CUser::OnRegistered returning due to Reg Timeout Was Handled before
0512154352|sip |1|00|Dialog 'id0436a620' State 'Confirmed'->'Terminated'
0512154352|sip |2|00|CStkDialog::CStkDialog SetAddressLocal Config 'Chris Juett' <441258470209@sip.ringcentral.co.uk:0>
0512154352|sip |2|00|CStkDialog::CStkDialog AddressLocal set to Config
0512154352|sip |3|00|CStkDialog::SetAddressLocal localTag set to ''
0512154352|sip |3|00|CStkDialog::SetAddressLocal new address added of 1
0512154352|sip |2|00|CStkDialog::CStkDialog TAG '9AC04F42-3FA49C99' generated
0512154352|sip |2|00|CStkDialog::CStkDialog local addr 'Chris Juett' <441258470209@sip.ringcentral.co.uk:0> Tag '9AC04F42-3FA49C99'
0512154352|sip |2|00|CStkDialog::CStkDialog exit 0xf02600 local list size 1
0512154352|sip |2|00|CStkDialogList::CreateDialogObject localTarg usr '441258470209'
0512154352|sip |3|00|Reg UAC Response: code 480 consecutive Attempts 1 baseTimeOut 60 maxTimeOut 60 exponTimeOut 120 randomTimeOut 47
0512154352|sip |3|00|Reg UAC Response: code 480 new m_nExpire 94 m_nOverlap 0 Trans 0x40e44d08
0512154352|sip |3|00|CTrans::TimeOut500ms Self Generated 480 Response, m_nMainTimeoutCount 10 m_nExipres 94 method 'REGISTER'
0512154352|sip |1|00|Client State finished REGISTER (0xf02950)
0512154409|sip |1|00|CTcpSocket::SendData TLS queuedTxData = 954 TotalLen 16 loop count 1 maxQueueDepth 40000
0512154409|sip |1|00|CTcpSocket::SendData TLS Sent 16 loop count 1
0512154439|sip |3|00|NoCall::TimeOut500ms 'Renewing' m_nExpire 0 m_nOverlap 0
0512154439|sip |2|00|NoCall::TimeOut500ms 'Renewing' calling m_pUser->OnRegistered(0,..)
0512154439|sip |3|00|CUser::OnRegistered Entry for call 0xeeaa90 with expires 0 ticks Transport 'TLS' inval Method 2 RROFO 0
0512154439|sip |3|00|CUser::OnRegistered returning due to Reg Timeout Was Handled before
0512154439|sip |1|00|Dialog 'id00abdad7' State 'Trying'->'Terminated'
0512154439|sip |2|00|CStkDialog::CStkDialog SetAddressLocal Config 'Chris Juett' <441258470209@sip.ringcentral.co.uk:0>
0512154439|sip |2|00|CStkDialog::CStkDialog AddressLocal set to Config
0512154439|sip |3|00|CStkDialog::SetAddressLocal localTag set to ''
0512154439|sip |3|00|CStkDialog::SetAddressLocal new address added of 1
0512154439|sip |2|00|CStkDialog::CStkDialog TAG '18C13668-7492FE6F' generated
0512154439|sip |2|00|CStkDialog::CStkDialog local addr 'Chris Juett' <441258470209@sip.ringcentral.co.uk:0> Tag '18C13668-7492FE6F'
0512154439|sip |2|00|CStkDialog::CStkDialog exit 0xf02950 local list size 1
0512154439|sip |2|00|CStkDialogList::CreateDialogObject localTarg usr '441258470209'
0512154439|sip |3|00|NoCall::TimeOut500ms consecutive Attempts 0 baseTimeOut 60 maxTimeOut 60 exponTimeOut 60 randomTimeOut 35
0512154439|sip |3|00|NewRegisterState: 'Register' 'Renewing' -> 'Registering' Expires 70 Overlap 0 for (0xeeaa90)
0512154459|sip |1|00|CTcpSocket::SendData TLS queuedTxData = 1007 TotalLen 16 loop count 1 maxQueueDepth 40000
0512154459|sip |1|00|CTcpSocket::SendData TLS Sent 16 loop count 1
0512154514|sip |3|00|NoCall::TimeOut500ms 'Registering' m_nExpire == 0 RegisterCall -> Schedule Register listSize 0 lTimeout 0
0512154514|sip |1|00|Schedule 'Register' nEvent 0 busyFlag 0 num events waiting 0
0512154514|sip |2|00|new UA Client Non-INVITE trans state 'callingTrying', timeout=0 (0x40e44b88)
0512154514|sip |3|00|RegClient:RegClient expire 66 overlap 0
0512154514|sip |1|00|CreateFailOverProxyList : Reg to Domain 'sip.ringcentral.co.uk' nPort 5096, lkup 5
0512154514|sip |1|00|CreateFailOverProxyList : For REGISTER Request nPort 5096
0512154514|dns |1|00|doDnsSrvLookupForARecordList(tls): Doing DNS lookup (port 5096)
0512154514|dns |1|00|doDnsLookupForList for record A: hostname 'sip311.ringcentral.co.uk' attempting..
0512154514|dns |2|00|Hit in Dynamic DNS cache for sip311.ringcentral.co.uk(A) expires in 199 seconds
0512154514|dns |1|00|doDnsSrvLookupForARecordList(tls): kept port at 5096
0512154514|sip |1|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList for 'sip311.ringcentral.co.uk' port 5096 returned 1 results
0512154514|sip |1|00|doDnsListLookup(tls): result 0 '199.255.120.182' port 5096 isInBound 0
0512154514|sip |1|00|CreateFailOverProxyList : 'TLS' for 'sip311.ringcentral.co.uk' port 5096 IP 0 is '199.255.120.182' on tls port 5096
0512154514|sip |2|00|CreateFailOverProxyList : Exit 'TLS' lookup with 1 IP Addresses
0512154514|sip |2|00|CreateFailOverProxyList : IP 1 is '199.255.120.182' on tls port 5096
0512154514|sip |1|00|CTrans:: SendCommand | this=40e44b88, bVQMonMessage=0, m_pCall->m_pUser->m_bOBFailOverReRegOn=0, m_pCall->m_pUser->m_bVQMonFailoverEnabled=1
0512154514|dns |1|00|doDnsLookupForList for record A: hostname '199.255.120.182' attempting..
0512154514|dns |1|00|doDnsLookupForList(A): returning passed in ipAddress '199.255.120.182'
0512154514|sip |1|00|CTcp::Send(TLS) entry for address 199.255.120.182 port 5096 can Connect 1 canFailOver 0
0512154514|sip |1|00|CTcp::Send(TLS) address 199.255.120.182 port 5096 can Connect 1
0512154514|sip |1|00|CTcpSocket::SendData TLS queuedTxData = 1060 TotalLen 638 loop count 1 maxQueueDepth 40000
0512154514|sip |1|00|CTcpSocket::SendData TLS Sent 638 loop count 1
0512154514|sip |2|00|adjustRetransWhenTimerCreated UA Client Non-INVITE REGISTER state 'callingTrying' timeout=65 (0x40e44b88)
0512154514|log |5|00|Skipped uploading of failed log file because no of failures are > 4 or last upload failed time is < 60 seconds.
0512154519|dns |1|00|doDnsLookupForList for record A: hostname 'pp.ringcentral.com' attempting..
0512154519|dns |2|00|Miss in All DNS cache for pp.ringcentral.com(A)
0512154519|dns |2|00|Miss in All DNS cache for pp.ringcentral.com.home(A)
0512154520|dns |2|00|Retaining Dynamic DNS cache for sip311.ringcentral.co.uk(A)
0512154520|dns |2|00|Added Dynamic DNS cache entry for pp.ringcentral.com(A) expires in 600 seconds
0512154520|dns |1|00|doDnsLookupForList for record A: hostname 'pp.ringcentral.com' attempting..
0512154520|dns |2|00|Hit in Dynamic DNS cache for pp.ringcentral.com(A) expires in 600 seconds
0512154520|copy |*|00|Server 'pp.ringcentral.com' said 'provisioning/polycom/VVX300/0004F2C55F01/languages/Website_dictionary_language_en-gb.xml' is not present
0512154520|dns |2|00|dnsCacheQueryA: Hit in Dynamic DNS cache for pp.ringcentral.com(A) expires in 600 seconds
0512154520|dns |2|00|dnsIpAddrToPosZeroSet: 199.255.120.237 left at pos 0
0512154520|cfg |4|00|Web|[cfgSaProcessRequestC] Failed to download language file from provisioning server, request path Website_dictionary_language_en-gb.xml
0512154520|utilm|4|00|uBLFCompressed: File /ffs0/languages/Website_dictionary_language_en-gb.xml.zzz does not exist or is empty
0512154520|cfg |4|00|Web|[cfgSaProcessRequestC] Website_dictionary_language_en-gb.xml Language file doesn't exist in cache
0512154520|cfg |4|00|Web|[cfgSaProcessRequestC] Website_dictionary_language_en-gb.xml Language file doesn't exist in phone flash
0512154521|copy |*|00|Server 'pp.ringcentral.com' said 'provisioning/polycom/VVX300/0004F2C55F01/languages/Website_dictionary_language_en-gb.xml' is not present
0512154521|dns |2|00|dnsCacheQueryA: Hit in Dynamic DNS cache for pp.ringcentral.com(A) expires in 599 seconds
0512154521|dns |2|00|dnsIpAddrToPosZeroSet: 199.255.120.237 left at pos 0
0512154521|cfg |4|00|Web|[cfgSaProcessRequestC] Failed to download language file from provisioning server, request path Website_dictionary_language_en-gb.xml
0512154521|utilm|4|00|uBLFCompressed: File /ffs0/languages/Website_dictionary_language_en-gb.xml.zzz does not exist or is empty
0512154521|cfg |4|00|Web|[cfgSaProcessRequestC] Website_dictionary_language_en-gb.xml Language file doesn't exist in cache
0512154521|cfg |4|00|Web|[cfgSaProcessRequestC] Website_dictionary_language_en-gb.xml Language file doesn't exist in phone flash

Hello ChrisJuett,

we see a 480 message so it seems the phone cannot establish a connection to the server.

We would need you to work with your provider as you need to run a wireshark trace on the phone to see if the registration message get's any reply from the address and port the phone tries to reach.

The easiest is to follow the FAQ that describes how to use wireshark with the phone and maybe setup a syslog server so you can see the messages also in the trace.

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

Hello dandenson,

welcome back to the Polycom Community.

End Users do not have insight into this and to my knowledge nobody has requested this yet or this feature has not yet met the requirements needed to justify a change in our current software.

Best Regards

Steffen Baier

Polycom Global Services

Hello Frosty_NZ,

welcome to the Polycom Community.

It would help us if you tell us what are you trying to do with the USB Stick.

The FAQ contains for example a section about USB recording if that is what you are trying to archive.

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

Hello Jim,

welcome to the Polycom Community.

Firstly UC Software 4.0.5 is no longer a supported version and you should look into upgrading your phone. UC Software 4.0.10 is at present the latest.

In addition it would help if you tell us how you are setting the provisioning server details.

• Manually on the phone?
• DHCP Option 160 or 66?
• Did you check the Web Interface under Settings > Provisioning Server ?
• Did you check the Backup if it contains a Server that you added via Utilities > Phone Backup & Restore?

The community's VoIP FAQ contains this post here:

Oct 7, 2011 Question: Reboot the Phone remotely or via the Web Interface

Resolution: Please check => here <=

The above explains in detail how a Check-Sync can be used to trigger the phone to check for configuration changes on the provisioning server.

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

Hello dandenson,

there are two different things here.

attendant.resourceList.X.address="BLF you want to monitor"

The X determines the position / order of the BLF's (starting with 1 going up sequently)

lineKey.Y.category="Z"

Again the Y determines what specific key is being used on the phone whilst the Z determines the functionality of such key.

The various practicalities are clearly defined aka Line, SpeedDial or BLF.

There is no requirement to define an unused key as once the flexible line key feature is enabled only specifically assigned keys are utilized. All others simply appear blank.

Basically as long as you sequently define the order of your BLF's via the X you can then place them anywhere via Y as long as Z is defined to be BLF.

The order of the BLF's appearance is determined by X.

Once you start assigning the individual Key via Y and the functionality to be Z the BLF's will appear in the order of X

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

Thanks, which FAQ do I need to follow exactly? I have Wireshark installed, how do I see the phone activity?

Jan 19, 2012 Question: How to troubleshoot Polycom VoIP related Issues?

Resolution: Please check => here <=

Still confused why polycom doesn't fix their server...

|copy |*|00|Server 'downloads.polycom.com' said 'voice/software/3111-46161-001.sip.ld' is not present
|cfg |*|00|Prov|Starting to update voice/software/sip.ld
|copy |*|00|Server 'downloads.polycom.com' said 'voice/software/sip.ld' is not present

Hello fixthispolycom,

welcome to the Polycom Community.

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

This also allows yourself and others to check against current software release notes or the relevant FAQ.

The above is also stated in the "Read First"

Therefore the Polycom VoIP FAQ contains this post here:

Question: How can I find out my SIP UC Software Version or the BootROM Version of my Phone?
Resolution: 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

I realize this is was a 5.2.2 thread but I'm hitting exact same error message on 5.4.2

UC Software Version 5.4.2.0334

Updater Version 5.6.2.0170

can't upgrade or downgrade via ftp or http or https (both split and combined) didn't try ftps but i doubt it'll behave differently

in the middle of requests to my http server the phone app log shows it still making a call to try to downloads.polycom and erroring out, now i have to fake dns entry to get that sorted...

tried the set to lync and back to generic tricks too

01942.774|utilm|4|00|uBLFUnCompressed: File /ffs0/Config/Local/WebTicket/0/sip.usr doesn't exist or is empty
001942.783|so |4|00|Could not find IP address for SNTP server. DnsRetryPeriod 86400
001942.820|copy |*|00|Server '10.xxx.xxx.63' said 'phone/544combined/MYMAC-calls.xml' is not present
001942.898|copy |*|00|Server '10.xxx.xxx.63' said 'phone/544combined/MYMAC-directory.xml' is not present
001942.918|clist|4|00|dbSet::srv2mem:'MYMAC-directory.xml' File transfer failed, trying to get local file
001942.941|copy |*|00|Server 'downloads.polycom.com' said 'voice/software/3111-46161-001.sip.ld' is not present
001942.945|cfg |*|00|Prov|Starting to update voice/software/sip.ld
001943.002|clist|4|00|dbSet::load:cleared load error state m_sync=<0x40>
001943.046|copy |*|00|Server '10.xxx.xxx.63' said 'phone/544combined/000000000000-directory.xml' is not present
001943.070|clist|4|00|dbSet::srv2mem:'000000000000-directory.xml' File transfer failed, trying to get local file
001943.072|copy |*|00|Server 'downloads.polycom.com' said 'voice/software/sip.ld' is not present
001943.141|copy |*|00|Server '10.xxx.xxx.63' said 'phone/544combined/MYMAC-phone.cfg' is not present
001943.228|copy |*|00|Server '10.xxx.xxx.63' said 'phone/544combined/MYMAC-web.cfg' is not present
001943.315|copy |*|00|Server '10.xxx.xxx.63' said 'phone/544combined/MYMAC-license.cfg' is not present
001943.334|copy |*|00|Server '10.xxx.xxx.63' said 'phone/544combined/MYMAC-license.cfg' is not present
001943.354|cfg |*|00|Prov|Finished updating configuration

Hello fixthispolycom,

I am unsure why you are stating there is an issue on our server end => here<= when I already multiple times throughout this topic explained that the software used by the users bringing up this issue had a defect (VOIP-98950)

In regards to your unrelated to this topic issue have you checked a backup of your configuration if by any chance either a server has been set or the DHCP server provides that address ?

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

sry edited above while u replied, attached log

(btw can't see contents of jira VOIP-98950)

01942.774|utilm|4|00|uBLFUnCompressed: File /ffs0/Config/Local/WebTicket/0/sip.usr doesn't exist or is empty
001942.783|so |4|00|Could not find IP address for SNTP server. DnsRetryPeriod 86400
001942.820|copy |*|00|Server '10.xxx.xxx.63' said 'phone/544combined/MYMAC-calls.xml' is not present
001942.898|copy |*|00|Server '10.xxx.xxx.63' said 'phone/544combined/MYMAC-directory.xml' is not present
001942.918|clist|4|00|dbSet::srv2mem:'MYMAC-directory.xml' File transfer failed, trying to get local file
001942.941|copy |*|00|Server 'downloads.polycom.com' said 'voice/software/3111-46161-001.sip.ld' is not present
001942.945|cfg |*|00|Prov|Starting to update voice/software/sip.ld
001943.002|clist|4|00|dbSet::load:cleared load error state m_sync=<0x40>
001943.046|copy |*|00|Server '10.xxx.xxx.63' said 'phone/544combined/000000000000-directory.xml' is not present
001943.070|clist|4|00|dbSet::srv2mem:'000000000000-directory.xml' File transfer failed, trying to get local file
001943.072|copy |*|00|Server 'downloads.polycom.com' said 'voice/software/sip.ld' is not present
001943.141|copy |*|00|Server '10.xxx.xxx.63' said 'phone/544combined/MYMAC-phone.cfg' is not present
001943.228|copy |*|00|Server '10.xxx.xxx.63' said 'phone/544combined/MYMAC-web.cfg' is not present
001943.315|copy |*|00|Server '10.xxx.xxx.63' said 'phone/544combined/MYMAC-license.cfg' is not present
001943.334|copy |*|00|Server '10.xxx.xxx.63' said 'phone/544combined/MYMAC-license.cfg' is not present
001943.354|cfg |*|00|Prov|Finished updating configuration