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