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Community Member

Spa504g crashes - registration/drop issue

I have had an intermittent issue where users attempt to answer a  call, but the device(spa504g) freezes and the lcd gets stuck  "Answering". The  phone becomes unresponsive to any button presses; even  after considerable  patience. The call is eventually dropped, and if we're lucky the customer calls back. The only solution is to unplug the power  and repower the  device.

On the server side, the phone often remains registered  for sometime even  showing that it is still on a call. I think after  about 15 minutes the  registration drops. So if I attempt to repower the  phone before it  unregisters, it will seem to register fine but will  not actually ring on  any inbound calls. Most of the time I've resorted  to restarting services on the server which effectively brings the system  down, even if only for a minute.

I'm using 3cx phone system. Our server is collocated so all extensions are remote. Aside from this, we have no other issues

We have 5 end points at this location all SPA504g with  7.5.4 firmware. We have low call volume and I'm usually the first guy  to take calls 90% of the time. But I have swapped out phones and confirm  that it has happened on more than one device, even on previous  firmwares.

I can't reproduce the issue. It has happened about 5  times this week, but hadn't happened in over a couple of months prior to  this week.

I have experienced the issue ever since we went live with the system. So basically since everything was new out of the box.

I have created a support ticket with 3cx, providing syslogs for the phones, logs from the phone system, and wireshark pcap on the server. They say there is no problem on the server and that it is probably a phone/networking issue.

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Community Member

Looks like v7.5.5 is still

Looks like v7.5.5 is still the latest firmware, but if you shoot me a message via my website below, I'll be happy to share the test firmware Cisco built for my SPA508G phones which has resolved the issue for my clients.

www.TechAdvantage.co

 

EDIT:  I've also attached the test firmware to this reply; unzip it first then apply to your phones (you'll probably need to use TFTP).

34 REPLIES
Community Member

Spa504g crashes - registration/drop issue

Hi, you mentioned not able to reproduce but that you have logs and wireshark.  Can you send me those 2 items and the time of when the crash occured in the log/wireshark?  Send to nseto at cisco.com.  Thanks.

Community Member

Spa504g crashes - registration/drop issue

Thank you very much. I just emailed you all of the details and logs.

I just began am running wireshark 24/7 right now via

dumpcap -ni 1 -w e:\pcaps\some_log_files.pcap -b duration:1200 -b files:5

So in case the pcap I provided is not sufficient, I will capture the event again. Also because the issue occured twice on a different endpoint Friday and today.

Community Member

Spa504g crashes - registration/drop issue

My client is having the same issue with their SPA508G phones on various firmware versions, even with the latest 7.5.5.

Any suggestions?

Community Member

Re: Spa504g crashes - registration/drop issue

So far nothing. When I first reported this, I was on 7.5.4 firmware but I am on 7.5.5 it has happend on all firmwares going back to 7.5.2b I think. Basically as long as I've had the phones (the only IP phoens I've ever owned). I don't have any other to compare to.

I Basically had to capture packets on my server 24/7 and capture packets on my LAN 24/7 too. On the server I could capture using wireshark commandline as I mentioned above. But on the lanside I can only start and stop.

So I was at the point of a daily routine, leave work start capture, get to work stop capture, download restart capture (otherwise pcap was going to get well over 1GB

Are you also using 3cx? if so what version, and if not, what system and what version?

I'm running 3cx V10, I know 2 versions behind, but generally aside from this issue not much else goes wrong. A couple other things I dont want to get into but are minor by comparison.

Community Member

Re: Spa504g crashes - registration/drop issue

Same here. Our phones started out with 7.5.2b and I've tried every version up to 7.5.5 and they all lock up when attempting to answer a call sometimes.

Yes, I am also using 3CX version 12 with all the latest updates, interestingly enough.  Due to the lack of others experiencing this issue, I would imagine it must have something to do with 3CX, but I don't know where to start looking. Maybe some setting in the provisioing file (I already found one bug in the 3CX provisioning file template regarding ring tone selection and reported it the 3CX some time ago). Also, all of our extensions are remote as well.  Are you doing a direct connect from the phones to the remote 3CX server or are you using the 3CXTunnel?

Community Member

Re: Spa504g crashes - registration/drop issue

Maybe a 3cx quirk, but they are adamant it is a cisco problem. They stopped supporting v10 months ago I guess so i can't get support anymore. But I think they might have some issues so I still think they may be partially to blame.

Only one device in my office is using the tunnel and ONLY because of a problem that just started happening... but even with the tunnel that devices doesnt ring in call queues.

So the other phones are all provisioned to connect remotely. Mostly according to their guide for remote extensions. The main difference is that since I have 5 devices in this location and so Stun is DISABLED. If you enable stun, then you have to manually increment the sip port on each device... although I think they have automated this in v11 and v12.

For me it is just as easy to leave stun off. The only downside is that we can't talk to extensions in other remote offices (no 2 way audio). But we dont actually have other locations (just when I work from home/vacation - rare occasssion).

Maybe if you can capture packets on your server and lan, as well as syslog for the phones I can pass your email onto him incase he isn't reading this topic anymore. I'm sure it would be nice to see another user experiencing this and hopefully nail this bug.

Community Member

Re: Spa504g crashes - registration/drop issue

No response from 3CX with the ticket I opened with them.  The Cisco rep I chatted with yesterday followed up via e-mail today, which suprised me.

I just started the syslog capture on one of the phones today and am waiting for the client to update me with a timestamp of when the problem occurs so I can look at the phone's logs.

Come to find out, however, my client's problem is actually with placing calls (not receiving calls). When they try to place a call, intermitantly, the phone will lock up with "answering" on the LCD (but I could have sworn they told me in the past it also happened with incoming calls).

In version 12, you can specify the 'Local SIP Port of Phone' and 'Local Audio RTP Ports Start' and 'End' via the extension's phone provisioning tab, which I've manually incremented to ensure no collissions exist.

Hopefully we can nail this down. Maybe it's as simple as a setting that needs to be changed.

Community Member

Spa504g crashes - registration/drop issue

Would you do me a favor and have that rep look at ticket ID CSCuh94341

Apparently the person I was working with (Nelson Seto) no longer works with cisco, my last email to them just bounced. Maybe they can contact me and we can collaborate on the ticket.

The problem happened to me twice in a row this morning. I am capturing on both server and endpoint side now in case it happens again. Sadly I was not during the occurences.

3cx wont support me anymore since I'm still on v10 (considering a switch to asterisk). But they were blaming cisco on the issue last time I had a ticket.

Community Member

Spa504g crashes - registration/drop issue

My rep has stopped responding. I haven't heard back from him in a couple weeks. I just sent him another e-mail yesterday asking for the ticket to be escallated.

You should try going to the Cisco Live Chat and see if that rep can look up your old ticket.

Let me know if you get anywhere. Maybe one of us will get lucky...

Community Member

Re: Spa504g crashes - registration/drop issue

I tried the live chat... thought I was getting somewhere but the email they provided bounced as well... I eventually started emailing the chat rep but then they stopped replying too.

I can't say I've had this issue occur since my last posting, but then again, I'm not exactly hoping for the day either.

Community Member

Re: Spa504g crashes - registration/drop issue

I think we might have solved it, at least in our environment.  We tinkered with all of the settings and it appeared as though turning STUN 'off' has stopped the lockups from occuring. We had to edit the 3CX provisiong file since simply turning it off in the phone would only work temporarily until the phone reprovisioned itself which would re-enable STUN.

...So far, so good.  I hope this was the culprit.  We have been operating for almost two weeks now without any lockups on outbound calls...

Community Member

Re: Spa504g crashes - registration/drop issue

In our configuration, multiple endpoints in the same office, we had to turn stun off. Otherwise we'd have to manually increment the sip port in all devices as I mentioned above. We've been configured like this for about two years now (I think, time flys by).

The only time I enable stun is if the remote extension is the only one on the lan.

I'll post again if it occurs. I've figured out how to anonymize packet captures so I'll be able to post those too.

Just upgraded to v12 a couple of weeks ago. I'm  considering a vpn between the server an our office vs using the sip  proxy manager.

So I hope that works for you but considering you were using it and I wasn't, but it still happened, I'm thinking probably not.

What was the frequency of this problem occuring for you?

Community Member

Spa504g crashes - registration/drop issue

I have a couple offices that have several remote extensions as each office. 3/4 of the offices are fine with the default settings. However one of the offices has this issue. I have incremented the SIP port via the extension tab under the 3CX console but that has not resolved the issue. I have to use STUN because the extensions need to talk to the other extensions in other offices.

Any suggestions? I did notice that it seems to happen when it says "next registration in 0s"

Community Member

Spa504g crashes - registration/drop issue

I received a response from Cisco this morning saying they were able to replicate the issue and are putting together a beta firmware update for me to try...

Community Member

We are having the same issue

We are having the same issue on a customer site, causing a lot of pain.

Is there any update form cisco on the new firmware ? ? ?

Thanks.

Community Member

Looks like v7.5.5 is still

Looks like v7.5.5 is still the latest firmware, but if you shoot me a message via my website below, I'll be happy to share the test firmware Cisco built for my SPA508G phones which has resolved the issue for my clients.

www.TechAdvantage.co

 

EDIT:  I've also attached the test firmware to this reply; unzip it first then apply to your phones (you'll probably need to use TFTP).

Community Member

Excellent, thanks tech

Excellent, thanks tech_advantage.

I will push this out to our promlem phones and hopefully it will resolve our issue too.

Community Member

This firmware resolved the

This firmware resolved the issue for us too.

Thanks again for sharing.

Cisco need to get off their back sides and release offically

Community Member

Cisco has released firmware 7

Cisco has released firmware 7.5.5b out today, not sure if it's the same as the test. The release notes say about nothing.

Community Member

Well, they told me it would

Well, they told me it would be....

If I get some time, I'll apply it to one of our phones and see if the phone continues to operate normally.
 

Community Member

Spa504g crashes - registration/drop issue

Andrew,

I had read that somewhere, but after you posted that I disabled it and no lock ups for 3 days.

Question on making it permanent.

Did you just go into the phone template and change it to match the following:

{IF network=REMOTESTUN}

%%pbx_ip%%:%%param::sipport%%

%%phonesipport%%

%%rtp_port_min%%

%%rtp_port_max%%

No

No

%%pbx_ip%%:%%param::sipport%%

Yes

15

Yes

The reason I asked is that I tried this and provisioned a phone and I noticed it changed "Substitute VIA Addr" and "Send Resp To Src Port" to Yes when they were usually No. I wanted to make sure that's not going to cause more issues. This problem has already caused me to look bad enough.

Community Member

Spa504g crashes - registration/drop issue

I have not had this occur since Dec 30th and since then I've upgraded to v12.

@Christie, I believe he is referring to

Extensions>Group>Extension#>Other "PBX Deliver's Audio" checkbox

However, I've never used this settings.

The only changes I have made in my copy of the default 3cx template for cisco is literally setting stun to No. The only small problem I have using this method is that when you bxfer, the lcd does not clear back to ready when the bxfer'd call gets picked up, you have to manually press end call.

If you do use the absolutely default remote stun settings with stun enabled, of course you have to specify the sip ports. But when I do this, there is no audio (either direction) on internal calls. But the lcd does automatically go back to ready after a successfull bxfer. The other other side effect of using these settings (maybe its me only) is that if you answer using the headset button, it automatically switches to speaker phone and you have to wait another second before you can choose the headset button again. Worth the trade off?

Lastly, 2 way audio for internal calls between remote extensions at multiple locations I think will only work using sip prox at locations where there is more than one endpoint on the network. But this isn't a need for me so I don't care to spend much time testing it.

Community Member

Spa504g crashes - registration/drop issue

You have to check PBX Delivers Audio for remote extensions to deliver audio between remote extensions. I already have that checked.

I was just curious if there were any other settings he changed on the template when displaying STUN for remote extensions. Basically I have set static ports, PBX delivers audio, and STUN disabled and no freezes and they seem to be working.

Community Member

Re: Spa504g crashes - registration/drop issue

Ironically I just tried using the default 3cx provided template with stun, phone crashed when I tried dialing an internal extension. When I first reported this, it only ever happened when trying to answer a call.

I think i'll wait to submit any pcaps until cisco publishes this firmware.

Community Member

Spa504g crashes - registration/drop issue

@Christie:  In our testing, we just turned off STUN in the phone's web GUI and turned off DHCP option 66 so the phone did not auto reprovision itself. I may have also manually edited the provisioing file for that particular phone we were testing on, I don't remember. But, I believe simply changing it to 'No' in the template should be all you need. I don't know about it changing those other things to be honest.  However, my client is back to having it turned 'On' (the default provisioning template settings) and we're using the test firmware that Cisco provided me a few days ago, and so far, no lock ups!

@Robbie:  The 'PBX Delivers Audio' setting was something different; something I changed to allow extension-to-extension calls to pass audio at the remote site. Christie is talking about the disabling of STUN on the phones. I've not had any complaints from the users regarding blind transfers and they don't use headsets, so I can't comment on those things. Also, for our tenants, the server is in one location (the data center) and ALL of their phones are in another location (their office), so I also cannot comment on multi-location setups as you mentioned in your last sentance.  Good to know for future refecence though!

@Christie:  Those changes you mentioned in your 5:24pm post seem to be spot on with what I did during my testing.  I've now got STUN re-enabled and am using the test firmware Cisco has provided me.  Not sure if I really need STUN, but I figure the least amount of changes from the default 3CX provisioning template, the better.

@Robbie:  Ironic for you, but not for me.  All of the lock-up occurences my users have reported have been with OUTBOUND calls (with both internal-to-internal AND internal-to-external calls).  Actually, I take that back; I had a user report the other day that he was trying to do a Call-Pickup (answering another ringing extension) using the BLF button on his phone and then his phone locked up - technically not an incoming call to HIS extension. Hopefully it's all related and this new firmware will fix that too.

I'll be out of the country with no access to internet/email for two weeks. I hope to have no reports of lock-ups from the cusdtomer while I'm gone.  Assuming this is the case, I will report to Cisco that the test firmware appeared to fix the problem and I assume they will release it to the general public.

Appreciate the input from everyone!  I'm hopeful we are close to a resolution!

Community Member

Ever since I made the change

Ever since I made the change to disable STUN, users are now randomly having issues transferring calls. Basically they will transfer the call on their end successfully but then the call will just drop. I resolved it temporarily by reprovisioning the phones, but then it happens again about 2 days later. Not sure why this is but I am about to pull my hair out with this setup.

Community Member

@Tech_Advantage anything new

@Tech_Advantage anything new to report in your testing?

 

Community Member

I am also having the same

I am also having the same issue, I am on firmware 7.6.0 and using Asterisk 11.15.1.   We have had success in the past with upgrading to 7.6 but we are having an issue where no matter what we have done the Cisco504g phones keep freezing.   In my asterisk Log I also get this error everytime it freezes:

messages log:

Retransmission timeout reached on transmission 9bde82be-d5d688f8@10.9.8.21 for seqno 101 (Critical Response) -- See https://wiki.asterisk.org/wiki/display/AST/SIP+Retransmissions

Packet timed out after 6399ms with no response

[Nov  9 13:57:22] WARNING[1719] chan_sip.c: Hanging up call 9bde82be-d5d688f8@10.9.8.21 - no reply to our critical packet (see https://wiki.asterisk.org/wiki/display/AST/SIP+Retransmissions).

I dont know if it shows this error because the phone has froze or the phone freezes because of this error.

Does anyone have any insight on what the problem could be?

Community Member

From the surface, it does not

From the surface, it does not appear that your issue is the same as my issue, but what fixed the issue for me was turning "STUN" to "OFF" via the Web GUI on the phone. You could try it and see if that works for you. But since your firmware is later than the firmware that was provided to me with the big fix applied, I highly doubt this will be your solution.

I'm no network expert, but have you checked for possible firewall / NAT issues?

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