5330 Phone Reset When Answering a Call

[swilson]

Have a user who went to answer and call and when he hit the line his phone reset.  I have the two resulting log entries below.  Can anyone translate this into English for me please?

Software   1003   Warning   2008/Dec/15   15:25:27   CCC_Ipsw   CompleteFsmRequest: MID:9a28d2de CID: 66a1630 PCC[ 0x66A1630 ]:Tx[ IP_TRUNK, PortId:3922, CompId:2, DN:IPTrk ] Rx[ IP_PHONE, PortId=3645, CompId=1, DN:1997 ]completed in [ 10000 ] msec in state [ RX_CLOSED ] with a failure [ FSM_RX_CLOSE_TIMEDOUT ]   Main   IPSwSP_fsm.cpp;5500


Software   1002   Warning   2008/Dec/15   15:25:27   CCC_Ipsw   CompleteFsmRequest: MID:aa28d2dd CID: 628d62f PCC[ 0x628D62F ]:Tx[ IP_PHONE, PortId:3645, CompId:1, DN:1997 ] Rx[ IP_TRUNK, PortId=3922, CompId=2, DN:IPTrk ]completed in [ 10000 ] msec in state [ STREAM_CLOSED ] with a failure [ FSM_TX_CLOSE_TIMEDOUT ]   Main   IPSwSP_fsm.cpp;5500

[chadmaynard]

Those are just messages about the stream sockets closing without the protocol closing the connection cleanly. There are two because a socket is created for each endpoint of the call. The constant FSM_TX_CLOSE_TIMEDOUT tells you that the connection was manually closed because it timed out. It timed out because your IP phone restarted.

In other words, these error messages are the result of your 5330 restarting. The 5330 didn't restart because of these errors, and the errors don't tell you anything about why the phone restarted.

Are you using 802.3af PoE ? It could be that your device is under-powered or that you simply have a bad phone set.

[mle724]

I have 5 different locations with the Mitel 3300 ICP and 5000 series phones.  In two of the locations, I have about a dozen phones combined that get a Fatal Exception Error on the display and then reboot.  It has happened on 5212, 5330 and 5340 model phones.  It usually happens when calls are placed between the two locations across our network.  On some occasions, it will happen to the call initiator and the recipient at the same time.  But only with these two locations.  I've seen it happen once on an inbound call.

Service Provider and Mitel have not been able to resolve it thus far.  Any help would be greatly appreciated.
Thanks

[Chakara]

  It is interesting that people see the issue - implies the phone is being actively used.  I'd be curious as to what happens if you switch the phones with someone who is not having the issue.  I'd ask both users to report back and see what you get....

-Chak

[chadmaynard]

What exception is being thrown?

Look in the phone Diagnostics menu for the Last Assert/Except. Scroll through and write down everything and post it here. Are you running any applications on the 53xx phones?

[mle724]

When reported by the initiator, they say it usually happens when the recipient answers.  When reported by the recipient, they always say it happens when answering an incoming call.  Never happens with an idle phone.  After the reboot, the phones work fine.

here is what we found in the error log in one location:
Log Type:        Software
Log Number:        1172
Severity:        Warning
Date:        2008/Dec/10
Time:        15:10:40
Source:        Call Control - Software
Description:        call ann. buffer audit recovered buffer 170 owned by non-existent process hex 741E
Module:        Main
File Name and Line Number:        log_outputs_util_en.c;1595



This is from the log file in the other location:

Log Type:        Software
Log Number:        590
Severity:        Warning
Date:        2008/Dec/10
Time:        15:10:20
Source:        CCC_Ipsw
Description:        CompleteFsmRequest: MID:8f787119 CID: 7786e04 PCC[ 0x7786E04 ]: Tx[ IP_TRUNK, PortId:4003, CompId:2, DN:IPTrk ] Rx[ IP_PHONE, PortId=1379, CompId=1, DN:102 ] completed in [ 10060 ] msec in state [ RX_CLOSED ] with a failure [ FSM_RX_CLOSE_TIMEDOUT ]
Module:        Main
File Name and Line Number:        IPSwSP_fsm.cpp;5176



The first one was the initiator, the second was the recipient.  When that fatal exception error shows on the display, a countdown starts from 18 to 0, then the phone reboots. 

The two locations are connected via a Point-to-point T1 circuit.  Each location has its own ICP. Each location is on a different subnet.  It doesn't happen to everyone, just a small select group of users.  I've tried replacing several of the phones in the past few days, and am waiting to see if it occurs again at those desk locations.

[mle724]

I forgot to answer the other part of your question.

On the 5330s and 5340s, we are using visual call history, and visual voicemail.  All other buttons are for basic things like Call park, Park pickup, record a call, speed dials, DND, etc.

Nothing special on the 5212s.

Thanks

[chadmaynard]

Can you give the actual exception text from the phone? On the 5330 hold down the Up and Down Arrow keys, release the Up arrow key and dial "CFG" (234) and release the Down key. A menu will appear on the phone display. Press # (No) until you get to "Tools and Features." Inside that menu go to "Diagnostics" and select "Last Assert/Except."

Record all of that text here (use the down arrow key to scroll through).

What software version are you running on the 3300s ?

[mle724]

Sorry it took me so long to get back to this.  Mitel and the phone vendor finally got the problem corrected.  They had a routing config error in one of the switches on one end.  They didn't provide me any detail on the exact fix, just that it had been fixed.

[Chakara]

  Thanks for keeping us in the loop.  If you find out more detail on how they fixed it I'd love to hear it....

-Chak