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Author Topic: 53XX Phones Reboot During Call Set-Up  (Read 16336 times)

Offline bluewhite4

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53XX Phones Reboot During Call Set-Up
« on: June 02, 2010, 01:09:23 PM »
Got a site with mainly 5312 and 5324. The end users are complaining that randomly, when they make or recieve calls, after their phone rings, and when they attempt to answer it, they won't hear the person on the other end and they'll get the blinking black block on the right side of the screen.

System logs have something like the following each time it happens:
"CompleteFsmRequest: MID:86e01d35 CID: 6e00341 PCC[ 0x6E00341 ]:Tx[ IP_PHONE, PortId:1183, CompId:1, DN:2230 ] Rx[ IP_PHONE, PortId=506, CompId=1, DN:2600 ]completed in [ 70 ] msec in state [ TX_OPENED ] with a failure [ FSM_RX_MODIFY_FAILED ]"

A second later the phone comes back, and they are able to call out/dial again.

Anyone seen anything like this?

The system is an MXe, running MCD 10.0.1.23
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Offline bobcheese

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Re: 53XX Phones Reboot During Call Set-Up
« Reply #1 on: June 02, 2010, 01:35:13 PM »
We have a few sites doing this sort of thing and it all seems to be tied to 53xx phones. Mitel have been no help so far as we are strugling to get dates & times off the customer when this happens.
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Offline bluewhite4

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Re: 53XX Phones Reboot During Call Set-Up
« Reply #2 on: June 02, 2010, 01:46:38 PM »
Thats the same issue we're having. We found this out on the web, http://www.tek-tips.com/viewthread.cfm?qid=1605849&page=1, I was curious if this is the same Ralph as on here.
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Offline Mattmayn

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Re: 53XX Phones Reboot During Call Set-Up
« Reply #3 on: June 02, 2010, 03:02:46 PM »
I have a site with 5324's that this is happening at.
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Offline bobcheese

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Re: 53XX Phones Reboot During Call Set-Up
« Reply #4 on: June 03, 2010, 03:00:20 AM »
Can everybody post the SW versions that they have having this happen on to see if there is a common theme?
Has anyone else turned og ICMP redirect to see if this cures it?
« Last Edit: June 03, 2010, 03:02:15 AM by bobcheese »
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Offline Mattmayn

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Re: 53XX Phones Reboot During Call Set-Up
« Reply #5 on: June 03, 2010, 07:25:00 AM »
I started at 9.0.3.15 and now 10.0.3.14_1. I have a mix of 5224 and 5324 with only the 5324s having issues.
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Offline bobcheese

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Re: 53XX Phones Reboot During Call Set-Up
« Reply #6 on: June 03, 2010, 08:19:11 AM »
what about switches HP, cisco etc?

Whe have about 5 different sites all having the same issue's they all seem to have HP switches. We have someone investigating the ICMP redirect fix so will see what happens with that.

All mine seem to be MCD 4.0 or above.
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Offline bluewhite4

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Re: 53XX Phones Reboot During Call Set-Up
« Reply #7 on: June 03, 2010, 08:27:56 AM »
Like I said earlier, our site that is doing it is running 10.0.1.23, and using HP switches. Their looking into turning ICMP off, so we'll see if that makes a difference.
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Offline ralph

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Re: 53XX Phones Reboot During Call Set-Up
« Reply #8 on: June 03, 2010, 08:39:56 AM »
Ok.  I've been through this and resolved it.

This may sound strange but do what I suggest and it will stop.

The problem is with the OS of the 53xx phones.  It's running MQX Firmware.   MQX can't handle an ICMP redirect. 
What happens, and I don't know why, but either a router or a switch is sending an ICMP redirect to the phone.  That causes the phone not to know where the 3300 exist and if your in a resilient environment the phone will go resilient for a while, if not, the phone will just reboot.

I've seen this happen even though all phones involved were on the same VLAN.   (Trust me, I still struggle as to why a router will send an ICMP redirect, which is a route unavailable message, if the phone isn't being routed anywhere.)

Turn off all ICMP on all related routers and switches and that will fix the problem.

Ralph
« Last Edit: April 22, 2014, 03:31:03 PM by ralph »
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Offline bluewhite4

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Re: 53XX Phones Reboot During Call Set-Up
« Reply #9 on: June 03, 2010, 09:51:23 AM »
Ralph,
Any chance you would be willing to share a support case number with us? I'd like to reference that number with my support case, and hopefully put some additional pressure on Mitel.

Thanks.
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Offline ralph

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Re: 53XX Phones Reboot During Call Set-Up
« Reply #10 on: June 03, 2010, 10:02:41 AM »
Ill send it in a PM.

Ralph
« Last Edit: April 22, 2014, 03:30:46 PM by ralph »
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Offline ralph

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Re: 53XX Phones Reboot During Call Set-Up
« Reply #11 on: June 03, 2010, 10:17:51 AM »
BTW, after reviewing my notes, I found a related KB article:
KB Article ID #08-5157-00024

Ralph
« Last Edit: April 22, 2014, 03:30:33 PM by ralph »
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Offline Chakara

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Re: 53XX Phones Reboot During Call Set-Up
« Reply #12 on: June 03, 2010, 10:44:04 PM »
  I'm not a fan of turning off ICMP entirely.  Perhaps just ICMP redirects.  That said, I'd love to see a sniffer trace of the issue so see what is really going on...

-Chak
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Offline bobcheese

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Re: 53XX Phones Reboot During Call Set-Up
« Reply #13 on: June 04, 2010, 04:17:42 AM »
I'm with Chakara on this one. I wont be asking my customers to turn off ICMP completley just redirects. I was looking into this abit yesterday and it seems that ICMP redirects are on by default in HP switches. I found an article about switching it off but it doesn't seem like it is just a command in the switch its a config file or something. Anyway I will have a chat with some of our HP techs today and see what there thoughts are.
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Offline ralph

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Re: 53XX Phones Reboot During Call Set-Up
« Reply #14 on: June 04, 2010, 08:31:00 AM »
I should have said just turn of ICMP redirects.   Sorry about that.   Getting busy again so I'm a bit rushed.
I'd love to see the wireshark sniffs also.   I was never actually able to catch it for one reason or another.

Ralph
« Last Edit: April 22, 2014, 03:30:19 PM by ralph »
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