4610SW IP phones locking up between screens...

[SloTCMS30]

Good day all,

I have a nagging problem at one of my branches. I have 4 users that are constantly having to reset their phones. The screens on the phones seem to 'LOCK-UP' for no reason. The phones continue to make and receive calls, but the left and right arrows don't respond. Of course, when you have to reset the phone, we lose network connectivity for the PC... Anybody else have this issue?

BTW - we are running CM3.1.2 and firmware 2.83 on the phones...


“Do not spoil what you have by desiring what you have not; remember that what you now have was once among the things you only hoped for.”

- Epicurus

 

[SloTCMS30]

Bump, Bump...

the 2 users are getting frustrated with this issue. I have replaced the phones and moved them to different ports on the switch since posting this. The problem is not consistent, may go a day or two without it happening and then it may happen 4 times in one day.

Thanks for any assistance...

“Do not spoil what you have by desiring what you have not; remember that what you now have was once among the things you only hoped for.”

- Epicurus

 

[definityandcmuk]

Are you only having this issue with the same two users?

 

[SloTCMS30]

Yes, it happened with a couple of others once or twice. However, it is just happening with two indivduals now...

“Do not spoil what you have by desiring what you have not; remember that what you now have was once among the things you only hoped for.”

- Epicurus

 

[definityandcmuk]

Could this be a cabling issue between the desk and the switch

 

[SloTCMS30]

The desk to switch is a patch cable. This run was also supposedly replaced.

“Do not spoil what you have by desiring what you have not; remember that what you now have was once among the things you only hoped for.”

- Epicurus

 

[SloTCMS30]

UPDATE:

I just got off the phone with my agent that locks up. Looking a the events log (disp events) for her extension revealed:

Event Desc Data 1 Data 2 First Occured Last Occured Event Count
1375 Dbl agent login to statn 899A 2E99 01/08/12:45 01/24/15:40 255

Has anyone seen this? I would think that this would be impossible since we hard-code agent ID's to Stations to prevent someone from trying to logon incorrectly. Or is this just the result of the lock up?

“Do not spoil what you have by desiring what you have not; remember that what you now have was once among the things you only hoped for.”

- Epicurus

 

[whitfield77]

We had some weird things going on when I put 2.8.3 on a couple of production phones. Not exactly the same symptoms (they were resetting when users logged in to IC), but they resolved when I went back to 2.8.

Chris

 

[dpsmith00]

We are experiencing a similar issue at one of our locations but not the others. Our hunch is that it is the only site using PDU's for power and not a POE switch. We tested a couple phones with this issue by supplying it a personal power brick and it seems to have resolved it.

Just a thought but still investigating.

Dan

 

[SloTCMS30]

dpsmith00,

How long have you been using the power bricks? I've had a ticket open with Avaya convergence group for 2 weeks now and they still can't narrow down the issue. If the power bricks work, I'm all over that.

We are still investigating also...



“Do not spoil what you have by desiring what you have not; remember that what you now have was once among the things you only hoped for.”

- Epicurus

 

[Furface64]

We have the same issue with firmware 2.8. I have three locations of agents all saying the same thing. They've had them lock up while on calls (The call continues but the phone is unresponsive), after setting phone to either Aux or ACW. They tried to get back to Auto-In and the phone won't respond. YET, CMS shows them in the system and IDLE for a call. Calls have been sent to these phone but unable to answer since the phone is "frozen".

We do not use POE either but power bars.

Anyone find a solution yet?

 

[dpsmith00]

I have had the bricks in maybe a week of so. I have not had any known offenders to date but I am still skeptical. In researching all the offenders it seems all of them log into a skill and I have had none that are just plain users.

Understand I had this issue on 2.4 and 2.8 so I don't feel it has to do with firmware. I am almost wondering if it may be skill related.

Avaya still has nothing to comment on which is driving me crazy.

BTW, has anyone had an issue loading the firmware onto 4620 IP phones? I can load it on 4620SW IP and 4610SW IP but not the vanilla model. I wan thinking it may be a settings.txt issue but I can not find anything.

Thanks, Dan

 

[Furface64]

dpsmith00 I agree with your assessment. I have only had this with ACD agents and never with non ACD phones.

We were starting to wonder about dirty power to the phones and are looking at a POE switch to test. I'm not convinced this is the answer either as I believe some here experiencing this are using POE.

It's good to know that earlier firmwares are also doing it. I agree it's probably not the firmware then.

Maybe we can compare skill settings? See if we can find something similar? Feel free to contact me off post and we can post our findings if they are helpful.

ksavoy@novo1.com
406-281-9204

 

[josephr123]

I have something similar. If we plug in a phone and then don't put an extension right away ie within 5 minutes it goes to discovering 10.x.x.x and the only way to get it back is to unplug the phone and plug it back in. These are "temp" desks so different users go in every day. "hold reset" doesn't work either. 2.8 firmware on 4610 phones. Any thoughts.

 

[customcracka]

I'm having this same problem on 2.9 with cm 2.2.2. Has anyone figured out the problem?

 

[customcracka]

Tried down grading the firmware to 2.8.8.7 but still get same results. Anyone figure anything out yet?