Cisco SPA525G reboots randomly and drops calls

[pptchen01]

I'm using the SPA525G SIP with a hosted PBX (RingCentral).  We have two of these phones at different locations, but both are connected via Verizon FIOS.  Bandwidth is not an issue, but one phone sporadically reboots and recently has been dropping calls after a few minutes or so.  Both phones have power bricks (not PoE) and are connected via Cat6 cables.  Both phones also have fw 7.4.4.

QoS is mostly greater than 98%, but I've noticed on the problem phone there have been some QoS issues.  We have QoS rules in place, but I'm at a loss as to why one phone works and the other is inconsistant.  Any ideas?

[pptchen01]

So, a new development, we refined the QoS rules, and the call dropping has not been an issue so far.  The random reboot has not recurred either, but it was never really that frequent.

However, it appears the other Cisco SPA525g will only work with DHCP, whereas the other is fine with either a static IP or DHCP.  Further, the other phone takes forever to fully boot, at least 5 minutes.  Other than IPs and DHCP, these phones are configured identically.  Any ideas?

[DAVID FIELDER]

I am having the same issue with the SPA525G phone randomly rebooting and dropping calls. The phones are sip based and connected to Century Link DSL. Did you ever find a solution to this issue?

[pptchen01]

We never really found out what the root cause was, but the first thing we did was upgrade the firmware to 7.4.4.  Sound improved greatly.  Then we implemented QoS rules and tweaked some of the extension settings (we had some duplicate exts).  Since then, we have not had any issues.

[hulber]

Same problem here.  PoE in this case.  Had another PoE phone on this same cable for a long time with no problems.

[David Carr]

Hey Guys, on the phones your having the issues, I would reflash the latest firmware on the device and see if that alleviates these issues.  Also the QOS does play a big role in voip.  If your network is being flooded by broadcast and multicast and you have no QOS, the phones will be greatly affected and since they are protocol based and need the highest priority in your network.  Also verify ports on your firewall are enabled to allow sip and rtp ports through. 

[hulber]

For me this is not the issue.  I was up to date on the firmware.  Although maybe you're saying to reload the most up to date firmware which I haven't tried. I do have multiple other IP phones in the same location including other Cisco SPA5xx phones.  QoS or open ports are not the problem here.  The phone would sometimes even reboot when in the configuration menu.  It was totally random.  I have since ordered a replacement and we'll see if the same problems exist.

[David Carr]

OH ok, well keep me posted as to what you see on your end.  Are you registering locally or off site.  I know that with the spa9000 and the phones any changes made to the spa9000 will make all phones reboot.  So i am wondering if it is something with the pbx registration and it pushing changes down to the phones.

[hulber]

Registering to an Asterisk server locally.  Config is not being provisioned.

[jimh230794]

I have 2 cisco spa525g phones and they are resetting 1-2 times a day dropping calls. I have gone through multiple troubleshooting guides and have been unable to get resolution.

[Dan Lukes]

Don't hijack unrelated threads, please. Create new one. Don't forget to provide issue details - syslog&debug messages captured, reboot cause as disclosed in WWW UI and so on ...

[hulber]

I ordered a replacement and gave it the same config and it works fine.  It must be a problem with the particular unit.  Since others have this problem from time to time, it must be a manufacturing issue.

[David Carr]

It could be hardware related.  I am glad you were able to get the issue resolve with another piece of hardware.  Thank you for posting your response.