01-16-2018 10:06 AM - edited 03-17-2019 11:57 AM
Hi Guys,
My Customer that any IP Phone 8851 that is resenting sponteanously (default version 11-7-1-17). I verify in the logs and appear the message VPT not configured
Status Message
[17:08:29 15-01-18] SEP706xxxxxxxxx.cnf.xml.sgn(HTTP)
[17:08:30 15-01-18] VPN not configured
[17:52:50 15-01-18] TCP-timeout
[17:56:49 15-01-18] ITL instaled
[17:56:50 15-01-18] SEP706xxxxxxxxx.cnf.xml.sgn(HTTP)
[17:56:52 15-01-18] VPN not configured
[11:11:24 16-01-18] SEP706xxxxxxxxx.cnf.xml.sgn(HTTP)
[11:11:25 16-01-18] VPN not configured
[11:11:31 16-01-18] SEP706xxxxxxxxx.cnf.xml.sgn(HTTP)
[11:11:32 16-01-18] VPN not configured
Debug view
[15:38:34 16-01-18] DeviceName=SEP706xxxxxxxxx DeviceIPv4Address=10.x.x.x/24 IPv4DefaultGateway=10.x.x.y DeviceIPv6Address= IPv6DefaultGateway= ModelNumber=CP-8851 NeighborIPv4Address=10.y.y.y NeighborIPv6Address= NeighborDeviceID=GGG_MT180.xxx.com NeighborPortID=GigabitEthernet1/1/57 DHCPv4Status=3 DHCPv6Status=3 TFTPCfgStatus=1 DNSStatusUnifiedCM1=0 DNSStatusUnifiedCM2=0 DNSStatusUnifiedCM3=0 DNSv6StatusUnifiedCM1=0 DNSv6StatusUnifiedCM2=0 DNSv6StatusUnifiedCM3=0 VoiceVLAN=zz UnifiedCMIPAddress=10.96.t.t.t LocalPort=5xxxx TimeStamp=1516124179676 ReasonForOutOfService=14 LastProtocolEventSent=Sent:SIP/2.0 200 OK Cseq:101 NOTIFY CallId:a452a300-a5e13487-55ff6-168600a@10.m.m.m LastProtocolEventReceived=Rcvd:SIP/2.0 200 OK Cseq:102 REGISTER CallId:706bb925-ec420002-1093bdaf-4cb9990e@10.x.x.x ReasonForOutOfServiceText=LastTimeTCPclosed
[15:38:37 16-01-18] DeviceImageDownloadFailure DeviceName=SEP706xxxxxxxxx IPv4Address=10.x.y.y IPv6Address= Method=3 FailureReason=2 Active=sip88xx.11-7-1-17 Inactive=cert.os.mfg.drop FailedLoadId=sip88xx.11-0-1-11 Server=10.p.p.p
I verified that there are another IP Phones the same model and the same version that not presenter this error message. I did changed firmware of verson 11.7-1-17 to sip88xx.11-0-1-11and the problem remain then I came back the firmware version. Any have idea about this?
Thank You,
Wilson.
01-17-2018 12:18 AM
Hello Wilsonsant,
From your logs:
[15:38:37 16-01-18] DeviceImageDownloadFailure DeviceName=SEP706xxxxxxxxx IPv4Address=10.x.y.y IPv6Address= Method=3 FailureReason=2 Active=sip88xx.11-7-1-17 Inactive=cert.os.mfg.drop FailedLoadId=sip88xx.11-0-1-11 Server=10.p.p.p
The image active on the device is sip88xx.11-7-1-17 and it is trying to load sip88xx.11-0-1-11 without any success. This maybe causing the phone to reset on image download failure. Please check the availability of sip88xx.11-0-1-11 on your TFTP.
01-17-2018 03:04 AM
Hi Joseph,
Thanks a lot for You contact. I removed the firmware sip88xx.11-0-1-11 and tried load the sip88xx.11-7-1-17 again (because the all IP Phone are this firmware version) then I save and did factory reset, but, the same message continues appear and the IP Phone continues to rebooting.
Thanks,
Wilson
01-17-2018 05:25 AM
Just wondering have you checked the port the phone is connected to make sure your not seeing CRC errors or anything like that.
01-17-2018 06:42 AM
Hi Gregory Brunn,
Thanks a lot for Your contact. Yes verified the phisical connection, but, the problem are occuring with many phones this model. I am suspecting that is bug, but, I still not found documentation about this.
Regards,
Wilson
01-17-2018 06:49 PM
It's not just checking the physical or layer 1 connection.
Im assuming these phones are POE, are you running into power issues ?
SHOW POWER INLINE from the switch will let you know whats going on.
Also what do the logs on the switch show.
Finally when you say rebooting are they truly rebooting meaning powering off and back on or are they resetting. Think along the lines of a restart vs reset from your PUB.
Im a little over 6k total of the 8851 phones deployed running both firmware versions you mentioned and havent seen this.
01-18-2018 04:53 AM
Hi Andrew West,
Thanks a lot for Your contact. As mentioned I suspect that the problem is related with firmware because the Customer have anothers model IP Phone and only this model is presenting this problem. My plan is to do upgrade in 03 IP Phones as test and monitoring the behavior, but, the Customer still not authorize I do this. I will verify the switch about power in line.
Thanks,
Regards,
Wilson
01-18-2018 05:09 AM
Hi Andrew West,
Follow the output switch where is connected the IP Phone 8851
xxx_BRxxx_CORE#show power inline giga2/0/47
Interface Admin Oper Power Device Class Max
(Watts)
--------- ------ ---------- ------- ------------------- ----- ----
Gi2/0/47 auto on 9.4 IP Phone 8851 4 30.0
xxx_BRxxx_CORE#
Regards,
Wilson
01-18-2018 05:14 AM
Hi Andrew West,
The IP Phone restart it go fallback mode (random) then return to normal mode (random too). In this situation, nothing action was did.
Thanks,
Regards,
Wilson
01-17-2018 06:33 AM
Can you collect new logs from the phone's web interface?
01-18-2018 05:39 AM
Hi Joseph,
What logs that You mentioning?
Thanks,
Wilson
01-18-2018 05:51 AM
01-18-2018 05:14 AM
I would suggest you start a capture on the back of the phone.
The logs are showing a tcp timeout TCP-timeout which doesn't seem related to a firmware upgrade.
There must be something dropping keepalives and that's why the phone times out.
01-18-2018 05:34 AM
Hi Ricardo,
Thanks a lot for You contact. The capture that You mentioning is to do sniffer port using wireshark, for example?
Thanks,
Regards,
Wilson
01-18-2018 05:56 AM - edited 01-18-2018 07:09 AM
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