EX90 Codec disconnecting from Multi-Point Call

[awatson20]

We have a multi-point call each week with 8 Cisco EX90 endpoints and a MCU 5320.  The devices are registered to VCS and managed in TMS.  During the weekly call, the same endpoint will get disconnected during the call, then the system will reconnect, then it will disconnect, and this same behavior will continue with a total of approximately 5 disconnects.

This is the only endpoint doing this.  From the logs, it shows normal call cleared.  We have checked the local area network, power, the Wide area network, and all check out ok.  This endpoint is operating on the same firmware (TC6.1.1.7d7af15) as the other endpoints.

[Martin Koch]

Is it a VCS-C or -E, is there any firewall and expecially NAT in between the VCS and the endpoint?

In short, if you get disconnects, its most likely a firewall thing, especially regards layer-3 h323/sip handling.

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[awatson20]

No NAT or firewall involved. This device is registered to a VCS control. It never loses registration when this happens. It appears the disconnect is initiated from the EX90. Wondering if I am hitting a bug. Code is 6.1.1

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[Wayne DeNardi]

Are you able to physically swap this "problem" EX90 with one of the "working" ones?  To see if the issue follows the codec, or stays at a certain location.

I'm with Martin - it sounds most like a network issue.

You could also try updating the EX90 to a newer siftware version, ie TC6.2.1.

Wayne

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[awatson20]

We have not swapped out the Codec yet.  We cannot find a network issue that would cause this.  If there was a network issue, we would expecct it to lose registration to the VCS-C, and it does not.

We are working with TAC, and have not perofrmed an upgrade yet.

[Martin Koch]

Looking at the logs or doing a trace can be interesting.

Sure there can always be a hardware fault or some software combination issue (though if your

other systems work fine its not so likely).

Of the many cases I had seen it was only one hardware defect and like 1000 network issues ;-)

Please give us a feedback when you resolved the issue!

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[awatson20]

We swapped the unit out, and continue to have disconnects.

We are also seeing this on other ex90 endpoints.


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[awatson20]

As it turns out, the issue causing this problem is a defect in the touchscreen controller. We determined through logs that the disconnect was a local disconnect coming from the touchscreen cradle.

If we remove the touchscreen, the units never disconnect. This issue is currently with the Cisco BU to determine the root cause and fix. As a workaround, we are using a remote instead of the touchscreen.

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