Embedded VM - First 5-6 seconds cut off of voicemail messages 2

[skibby1981]

IP500 - 11.1.2.3.0 build 47
J159 IP phones
Embedded VM in IP office mode
Having issues where the first 5 to 6 seconds of every message gets cut off. Not dead air. Message just plays 5-6 seconds in.
Issues occurs on multiple mailboxes/users on the system. Not every mailbox/user though.
Incoming calls on PRI from DIDs get cutoff.
Internal extension to extension also get cutoff.
Tried a system reboot. No resolve.
Tried a full shutdown of system including power off. No resolve.
Tried renaming the user to create a fresh mailbox. No resolve.
Tried deleting the user and recreating the user. No resolve.
Anybody experience issues like this before? Any suggestions on further troubleshooting steps?

Thanks.

 

[IPOTS]

I haven't run into this issue, but if rebooting and recreatin the user didn't fix it, I would say format and recreate the SD card would be the next action.
(save the .cfg, security.cfg, PLDSKeys.xml off the old and copy back to the recreated card)

https://ipoffice-techsolutions.com/

 

[skibby1981]

Ok. We were thinking about that. Just thought we would get some other ideas before we went that route.

Thanks again.

 

[sizbut]

Normally I would say this is only seen in some odd situations where codec negotiation is taking a long time, but 5 to 6 seconds is very long. The test would be if you had a non-IP extension, does it see the same delay to establish audio issue?

Anyway, for the former, you can try NoUser source number VMAIL_WAIT_DURATION= , but its a last resort workaround for not finding the cause for the delay.

You also haven't said if the callers hears the prompt to leave a message or not?

Is it just on phone playback. Go in with file manager to get one of the messages to see if the missing audio is in the file (or use voicemail email to send yourself a copy of a message). ie. work out if the issue is with the start of recording or with the playback of what has been recorded.



Stuck in a never ending cycle of file copying.

 

[skibby1981]

Thanks for the suggestions.

It seems the problem is happening on non-IP extensions also. A test was done on a 9508 and it had the same issue.

The caller does hear the message prompt. Both if the user records a personal message and if the mailbox has the default Avaya greeting.

We tried pulling the message with file manager and it seems like the audio is missing in the file itself.

Avaya is suggesting we try an upgrade. I'll update the thread if it works.

 

[skibby1981]

Long story short, the upgrade did not resolve the problem. In the end we had to re-host the licenses to a new SD card. Problem solved.

 

[budbyrd]

Star for posting the resolution.

Dermis and feline can be divorced by manifold methods.*
*(Disclaimer for all advise given)--'Version Dependent'