UC320W drops incoming FXO calls randomly and reboots all phones

[tech000019]

Hi

I purchased a UC320W in January of this year and set it up here in the UK, with one FXO line and two SIP trunks from Sipgate.  It had v2.3.2 installed.

On testing the initial configuration, I experienced problems with the system randomly disconnecting incoming calls and rebooting.  I didn’t have time to undertake a detailed examination at the time, so I downgraded to the previous version of the firmware (2.2.2 (1)) and found the system to be extremely stable since.

Recently, I purchased a pair of SPA514G phones to add to the system, forcing me to upgrade to 2.3.2 (6) again.  The problems have reoccurred – some incoming calls disconnecting and then causing the system to reboot.

I did a lot of investigation online and have found other users reporting the same problem, but couldn’t find any conclusive resolution.

I then did a detailed investigation on the UC320W and while I couldn’t see any consistency on incoming call behaviour, I managed to establish a consistent pattern around call DISCONNECTIONS.  Whether the FXO call had been received or initiated didn’t make any difference to the results.

I found that when a call was disconnected from the UC320W side, it caused the system to reboot EVERY TIME.  If the remote end disconnected the call however, then the system NEVER rebooted.

This led me to do an impedance test, which suggested changing the Impedance Value and the Line Type from “EIA 0” to “2000 ft 22 awg”.  The results were the same, but I found that if I changed the Impedance Value to the one suggested and left the Line Type as “EIA 0”, the system performed very stably (perhaps 20-30 tests) with no rebooting on disconnection from either side.

Back to incoming calls however, I am still experiencing random disconnections and system reboots.

I’ve included a syslog extract of the most recent one.

Nov 29 19:38:38 UC320W user.debug voice: TP Parser error: 34

Nov 29 19:38:41 UC320W user.debug voice: TP Parser error: 34

Nov 29 19:38:47 UC320W user.debug voice: [9]RegOK. NextReg in 118 (1)

Nov 29 19:38:48 UC320W syslog.info -- MARK --

Nov 29 19:38:52 UC320W user.debug voice: TP Parser error: 34

Nov 29 19:38:56 UC320W user.debug voice: TP Parser error: 34

Nov 29 19:39:06 UC320W user.debug voice: received discard:58817235, 20000 from:101010a:6061

Nov 29 19:39:06 UC320W user.debug voice: TP Parser error: 34

Nov 29 19:39:07 UC320W user.debug voice: [5]RegOK. NextReg in 594 (1)

Nov 29 19:39:07 UC320W user.debug voice: [6]RegOK. NextReg in 594 (1)

Nov 29 19:39:11 UC320W user.debug voice: TP Parser error: 34

Nov 29 19:39:12 UC320W user.debug voice: POL REV 51 -50

Nov 29 19:39:12 UC320W user.debug voice: FXO[1]:OnHook PolRev

Nov 29 19:39:12 UC320W user.debug voice: fskd_reset: decoding caller id in bellcore format

Nov 29 19:39:12 UC320W user.debug voice: FXO[1]:Start CNDD

Nov 29 19:39:12 UC320W user.debug voice: FXO[1]:Ring start

Nov 29 19:39:12 UC320W user.debug voice: FXO[1]:Report:sesssion=0;cst=0

Nov 29 19:39:14 UC320W user.debug voice: pconly: 0

Nov 29 19:39:14 UC320W user.debug voice: n: 4

Nov 29 19:39:14 UC320W user.debug voice: clRemote: (nil), clLocal->ucNumAudioCodec: 4

Nov 29 19:39:14 UC320W user.debug voice: Calling:fxo1@10.1.1.1:6060, rc=0

Nov 29 19:39:14 UC320W user.debug voice: [1:0]AUD ALLOC CALL (port=16424)

Nov 29 19:39:14 UC320W user.debug voice: [1:0]RTP Rx Up

Nov 29 19:39:14 UC320W user.debug voice: AUD[1]:Stop PSTN Tone

Nov 29 19:39:14 UC320W user.debug voice: SIP msg from private user

Nov 29 19:39:14 UC320W user.debug voice: +++++ incoming hash=-1965226010;; 71754d5a-afba8ca1@192.168.10.225

Nov 29 19:39:14 UC320W user.debug voice: SAA_DBG:>>>>CheckAADateTime:0

Nov 29 19:39:14 UC320W user.debug voice: localtime is:2013-11-29, 19:39:14

Nov 29 19:39:14 UC320W user.debug voice: start time is:0-0-0

Nov 29 19:39:14 UC320W user.debug voice: end time is:0-0-0

Nov 29 19:39:14 UC320W user.debug voice: SAA_DBG: AA 3 scipt 0

Nov 29 19:39:14 UC320W user.debug voice: SAA_DBG:holiday cnt = 0

Nov 29 19:39:14 UC320W user.debug voice: today:2013-11-29

Nov 29 19:39:14 UC320W user.debug voice: SAA_DBG: AA 1 scipt 0

Nov 29 19:39:14 UC320W user.debug voice: SAA_DBG:daytime AA

Nov 29 19:39:14 UC320W user.debug voice: #### contact list = !28

dst=!28

Nov 29 19:39:14 UC320W user.debug voice: #### hunt interval=15

Nov 29 19:39:14 UC320W user.debug voice: #### hunt expire=15

Nov 29 19:39:14 UC320W user.debug voice: ++++ signaling events: 56 c4001 41ee8ea8

Nov 29 19:39:14 UC320W user.debug voice: pri--180-->BCC--180-->pub

Nov 29 19:39:14 UC320W user.debug voice: ++++ signaling events: 56 c4001 41ee8ea8

Nov 29 19:39:14 UC320W user.debug voice: ++++ signaling events: 56 c4001 41ee8ea8

Nov 29 19:39:14 UC320W user.debug voice: ++++ signaling events: 56 c4001 41ee8ea8

Nov 29 19:39:14 UC320W user.debug voice: CC:Ringback

Nov 29 19:39:14 UC320W user.debug voice: [1:0]RTP Rx Dn

Nov 29 19:39:14 UC320W user.debug voice: AUD[1]:Play PSTN Tone 9

Nov 29 19:39:14 UC320W user.debug voice: CC:Ringback

Nov 29 19:39:14 UC320W user.debug voice: AUD[1]:Play PSTN Tone 9

Nov 29 19:39:14 UC320W user.debug voice: CC:Ringback

Nov 29 19:39:14 UC320W user.debug voice: AUD[1]:Play PSTN Tone 9

Nov 29 19:39:14 UC320W user.debug voice: CC:Ringback

Nov 29 19:39:14 UC320W user.debug voice: AUD[1]:Play PSTN Tone 9

Nov 29 19:39:14 UC320W user.debug voice: ++++ signaling events: 56 c4001 41ee8ea8

Nov 29 19:39:14 UC320W user.debug voice: ++++ signaling events: 56 c4001 41ee8ea8

Nov 29 19:39:14 UC320W user.debug voice: ++++ signaling events: 56 c4001 41ee8ea8

Nov 29 19:39:14 UC320W user.debug voice: ++++ signaling events: 56 c4001 41ee8ea8

Nov 29 19:39:14 UC320W user.debug voice: CC:Ringback

Nov 29 19:39:14 UC320W user.debug voice: AUD[1]:Play PSTN Tone 9

Nov 29 19:39:14 UC320W user.debug voice: CC:Ringback

Nov 29 19:39:14 UC320W user.debug voice: AUD[1]:Play PSTN Tone 9

Nov 29 19:39:14 UC320W user.debug voice: CC:Ringback

Nov 29 19:39:14 UC320W user.debug voice: AUD[1]:Play PSTN Tone 9

Nov 29 19:39:14 UC320W user.debug voice: CC:Ringback

Nov 29 19:39:14 UC320W user.debug voice: AUD[1]:Play PSTN Tone 9

Nov 29 19:39:20 UC320W user.debug voice: 5[12]No ack to pri yet, waiting for pub ack:cc001

Nov 29 19:39:20 UC320W user.debug voice: ++++ signaling events: 47 c4001 41ee90b0

Nov 29 19:39:20 UC320W user.debug voice: ++++ signaling events: 54 c4001 0

Nov 29 19:39:20 UC320W user.debug voice: ++++ signaling events: 54 c4001 0

Nov 29 19:39:20 UC320W user.debug voice: ++++ signaling events: 54 c4001 0

Nov 29 19:39:20 UC320W user.debug voice: [1:0]ENC INIT 0

Nov 29 19:39:20 UC320W user.debug voice: [1:0]RTP Tx Up (pt=0->0101010a:16428)

Nov 29 19:39:20 UC320W user.debug voice: [1:0]RTCP Tx Up

Nov 29 19:39:20 UC320W user.debug voice: CC:Remote Resume

Nov 29 19:39:20 UC320W user.debug voice: AUD[1]:Play PSTN Tone 9

Nov 29 19:39:20 UC320W user.debug voice: CC:Connected

Nov 29 19:39:20 UC320W user.debug voice: [1]AUD_setDigitCollectMode: ddm mode=1

Nov 29 19:39:20 UC320W user.debug voice: AUD[1]:Stop PSTN Tone

Nov 29 19:39:20 UC320W user.debug voice: [1:0]RTP Rx Up

Nov 29 19:39:20 UC320W user.debug voice: ++++ signaling events: 54 c4001 0

Nov 29 19:39:20 UC320W user.debug voice: ++++ signaling events: 54 c4001 0

Nov 29 19:39:20 UC320W user.debug voice: ++++ signaling events: 54 c4001 0

Nov 29 19:39:20 UC320W user.debug voice: ++++ signaling events: 54 c4001 0

Nov 29 19:39:20 UC320W user.debug voice: FXO[1]:Voip Connected

Nov 29 19:39:20 UC320W user.debug voice: 0: 0x28643c is OffHook: 1

Nov 29 19:39:20 UC320W user.debug voice: FXO[1]:Off Hook

Nov 29 19:39:20 UC320W user.debug voice: [1]AUD_setDigitCollectMode: ddm mode=1

Nov 29 19:39:20 UC320W user.debug voice: FXO[1]:Stop CNDD

Nov 29 19:39:20 UC320W user.debug voice: FXO[1]:Report:sesssion=4274f868;cst=8

Nov 29 19:39:20 UC320W user.debug voice: FXO[1]:Report:sesssion=4274f868;cst=8

Nov 29 19:39:20 UC320W user.debug voice: SIP msg from private user

Nov 29 19:39:20 UC320W user.debug voice: ++++ signaling events: 74 c0503 41ee9568

Nov 29 19:39:20 UC320W user.debug voice: 5[12]Relying pub ack:cc001

Nov 29 19:39:20 UC320W user.debug voice: [1:0]RTP Rx 1st PKT @16424(3)

Nov 29 19:39:20 UC320W user.debug voice: [1:0]DEC INIT 0

Nov 29 19:39:20 UC320W user.debug voice: System going down with reboot reason: S111

Nov 29 19:39:20 UC320W user.warn kernel: Closing phone channel-0

Nov 29 19:39:20 UC320W user.warn kernel: Closing phone channel-1

Nov 29 19:39:20 UC320W user.warn kernel: Closing phone channel-3

Nov 29 19:39:20 UC320W user.warn kernel: Closing phone channel-4

Nov 29 19:39:20 UC320W user.warn kernel: Closing pcm device

Nov 29 19:39:22 UC320W user.debug kernel: sysevt_comm_sendto: (60, rc)=>

Nov 29 19:39:23 UC320W user.debug kernel: sysevt_comm_sendto: (60, rc)=>

Nov 29 19:39:23 UC320W user.warn kernel: >>update group 224.168.168.168 cache vif range as 12~13

Nov 29 19:39:30 UC320W user.warn kernel: Opening phone channel-0

Nov 29 19:39:30 UC320W user.warn kernel: PHONE_PLAY_START

Nov 29 19:39:30 UC320W user.warn kernel: PHONE_REC_START

Nov 29 19:39:30 UC320W user.warn kernel: Opening phone channel-1

The key part seems to be the message "System going down with reboot reason: S111"

The system has the following PMFs applied, mainly as a result of addressing various problems.

• •1.       FXO_Overload_disable  (v1);
• •2.       Disable Missed Call Banner on all Phones  (v2);
• •3.       classic-2_ring_tone_fix  (v2);
• •4.       UK FXO DTMF Gain Adjustment  (v2);
• •5.       Use Dial Tone for disconnect  (v1);
• •6.       Caller ID FSK Bellcore  (v4)

Earlier posts have all implied there is a known fix for this issue, but I can’t see it’s ever been published.

Please help!  This is making my life hell!

Kind regards

Leslie

[Nima Norbu]

Hi Leslie,

Can you please email me at nnorbu@cisco.com. I will try to get you an image.

Regards,

Nima

[tech000019]

Nima

I've emailed you.  Thanks in anticipation.

Kind regards

Leslie

[Nima Norbu]

Hi Leslie,

Can you please contact to SBSC http://www.cisco.com/en/US/support/tsd_cisco_small_business_support_center_contacts.html

i am sure, they will help you to get an image.

Regards,

Nima

[paulwilko81]

We are in the UK, with the same isse.

We have a simple setup - UC320w with 4x 303 phones, using Sipgate and 1 FXO.

v2.2.2 works mostly ok, we are having the occasional FXO call drop out when answering, however, this could be a BT issue (happened on a previous phone system).

If we upgrade to v2.3.2 thenwe have exactly the same problem as the original poster - the FXO call cuts off and the phone system reboots.

Is there a fix for this issue?

[tech000019]

IMHO I think you should do the Impedance Test first, as it was definitely a cause for system failure on disconnects.

As for system failure on answering, Cisco kindly furnished me with a patch for 2.3.2(6).  I installed it around two weeks ago and (fingers crossed), it's been very stable since.

HTH

[wenyang]

Hi Paul,

Please contact Cisco Small Business Support Center.  One of engineers will provide you with a beta image which fixes the  rebooting issue.

Best regards,

Wendy Yang

[ftc232356tyui]

I to have the same problem here in Australia, i contact Cisco SMB support and they want me to return the UC320 under a RMA, when i have returned the box they will send me a new one, however one problem i installed the system at a site which is over 4000KM away from my office costs me $2000 to go to site twice let alone the 4 days it takes for all the travel and then the customer is stuck with out any phones for this period of time.

CIsco has now really showen that their SMB support does not know what they are doing and now that they have dropped the SMB / UC product line they dont really give a stuff.

Cisco is now the new White box company.

It is time for us all to take to social media and tell the world how bad Cisco really is !!

[tech000019]

Hi there

I agree Cisco has not covered itself in glory with these systems and there is defintely a wealth of functions that would make the UC equipment far more interesting in the medium to long term.  Speaking personally however, I have a very modest set of requirements around 11 phones, 1 FXO and 2 SIP Trunks.  Since applying the beta software referenced above, I've found the device to be very stable and does what I need of it.

The way I look at it, there's no chance Cisco is going to regain interest in these devices, but it would be nice to at least see them provide one final version of software to deliver "stability as standard" so that users such as you and I didn't have to waste time diagnosing and problems and posting issues to forums like this.

My advice would be to install the patched version as soon as possible.

Kind regards

[ftc232356tyui]

Hi,

Thanks for your response, i have tried contacting SMB support severatimes this morning ending up in India, Bulgaria and Malaysia and no one can assist in finding this patch, each time i call through to SMB support i insist on getting the US SMB team as i find they seam to be the best but never get there, anyway i guess i will stop complaining now and never install a Cisco product again as they just dont now what they are doing anymore, dont care obout the SMB market

[Nima Norbu]

Hi All,

Regarding the reboot of UC320 randomly, when incoming call hit the UC320 via FXO lines/SIP trunk, this issue has been  fixed  in the latest build LD 2.3.3(4) .It was found that UC320W restarted with Reason Code S111.Please find the below link and upgrade to 2.3.3(4)

https://supportforums.cisco.com/discussion/12126531/announcing-uc320w-2334-limited-deployment-release

Please go through the upgradation steps.you should have WAN link connected to internet and must install PMF file to upgrade the image through cloud.

Thanks and Regards,

Nima

[ftc232356tyui]

Hi Nima,

Thanks for letting us know how to get there, 1 question can i do this remotley through the WAN port or does the upgrade drop the system to factory defaults, or if anyone else who has already done the upgrade let me know if the UC defaults.

Thanks in advance

[Nima Norbu]

Hi ,

yes, you can upgrade remotely if WAN link is connected to internet.After you installed

PMF file to UC320, a  pop up window will offer you to upgrade latest image.No upgrade will not factory default the system,but i suggest you to take site backup or save configuration on PC before you upgrade.However, UC320 may reboot while upgrading and you may not able recieve or make call during the upgradation.

Also please apply the configure ,once upgrade is completed.

let me know if you any clarifications.

Thanks,

Nima

[ftc232356tyui]

Hi Nima,

Thanks for your prompt answer SMB TAC are very against me applying the new software as per email excerpt below but based on the release notes it will fix my problem of system reboots on FXO calls.

I have at this stage got around the problem by reconfiguring the way the calls come into the UC320 and the system has been stable for over 24 hours now. so i am between a rock and a hard place as to where to go next

Hello Simon,

We are aware of that a Limited Deployment (beta) version of the firmware may solve some issues, but because it is a Limited Deployment (beta) version, it can introduce new problems.

When you are using beta version, you should be aware that it is not fully tested and for that reason our procedures require to use it as last resort.

As the Limited Deployment code should be used only if in its release notes there is a fix for the specific issue.

Because we did not see any symptoms of the defect in the logs which you sent me, at that moment I could not advice to use the Limited Deployment code.

Regarding the RMA, it has been requested by our L2 engineers.

[Nima Norbu]

Hi simon,

I agree with SMB TAC engineer.However,the latest  LD image 2.3.3(4) has been tested throughly and the 15 defects inlcluding the defect "System going down with reboot reason: S111" have been fixed in this image.Couple of customers who were facing the same issue over SIP trunk have been resolved with this firmware.i suggest, you share a proper syslogs logs with TAC engineer and give a try this LD image.

Thanks,

Nima