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Random handset dropouts and "Initializing Data"
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YCMJamie Offline
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Post: #1
Random handset dropouts and "Initializing Data"
I have a customer with 11 of these W52P handsets at 5 different site addresses:
  • Site 1 = 4 handsets
  • Site 2 = 3 handsets
  • Site 3 = 2 handsets
  • Site 4 = 1 handset
  • Site 5 = 1 handset
All the handsets are within 10m of their respective base station.

At random times, sometimes multiple times per day, all handsets on a site will simultaneously lose connection with their base station. This happens at every site (not simultaneously across sites, just within one site).

All handsets connected to a base will get the "Initializing Data" message on the display, and logs show that the base station is pushing the config to the handsets (date/time, handset name etc).

The handsets/base stations are configured as extensions on a hosted PBX platform (LG-Ericsson iPECS Cloud)

Each site has different connectivity.

This has been going on for some time, and the customer is at their wit's end.

What can we do to resolve the issue?
02-21-2019 03:17 PM
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complex1 Offline
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Posts: 1,181
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Reputation: 34
Post: #2
RE: Random handset dropouts and "Initializing Data"
(02-21-2019 03:17 PM)YCMJamie Wrote:  I have a customer with 11 of these W52P handsets at 5 different site addresses:
  • Site 1 = 4 handsets
  • Site 2 = 3 handsets
  • Site 3 = 2 handsets
  • Site 4 = 1 handset
  • Site 5 = 1 handset
All the handsets are within 10m of their respective base station.

At random times, sometimes multiple times per day, all handsets on a site will simultaneously lose connection with their base station. This happens at every site (not simultaneously across sites, just within one site).

All handsets connected to a base will get the "Initializing Data" message on the display, and logs show that the base station is pushing the config to the handsets (date/time, handset name etc).

The handsets/base stations are configured as extensions on a hosted PBX platform (LG-Ericsson iPECS Cloud)

Each site has different connectivity.

This has been going on for some time, and the customer is at their wit's end.

What can we do to resolve the issue?

Hi,

There is not really a 100% solution for it I think, but please try next:

1. Make sure the bases and handsets are running the latest firmware
http://support.yealink.com/documentFront...umentId=25

2. Make sure there is/are no equipment nearby the base stations, like microwave, switching on/off fluorescent lighting, or other “transmitters” who can interfere with the transmitting signals to/from the base station.

3. Make sure handsets and base can “see” each other, no wall or glass between them.

4. Check if wall power is not interrupted.

Hope this will help.

Kind regards,
Frank.

I am not an employee of Yealink.
Dutch is my native language, not English. Apologies for my imperfect grammar.
Please do not send unsolicited PM messages. I will not answer them.
02-21-2019 04:04 PM
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YCMJamie Offline
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**

Posts: 8
Joined: Feb 2019
Reputation: 0
Post: #3
RE: Random handset dropouts and "Initializing Data"
(02-21-2019 04:04 PM)complex1 Wrote:  
(02-21-2019 03:17 PM)YCMJamie Wrote:  I have a customer with 11 of these W52P handsets at 5 different site addresses:
  • Site 1 = 4 handsets
  • Site 2 = 3 handsets
  • Site 3 = 2 handsets
  • Site 4 = 1 handset
  • Site 5 = 1 handset
All the handsets are within 10m of their respective base station.

At random times, sometimes multiple times per day, all handsets on a site will simultaneously lose connection with their base station. This happens at every site (not simultaneously across sites, just within one site).

All handsets connected to a base will get the "Initializing Data" message on the display, and logs show that the base station is pushing the config to the handsets (date/time, handset name etc).

The handsets/base stations are configured as extensions on a hosted PBX platform (LG-Ericsson iPECS Cloud)

Each site has different connectivity.

This has been going on for some time, and the customer is at their wit's end.

What can we do to resolve the issue?

Hi,

There is not really a 100% solution for it I think, but please try next:

1. Make sure the bases and handsets are running the latest firmware
http://support.yealink.com/documentFront...umentId=25

2. Make sure there is/are no equipment nearby the base stations, like microwave, switching on/off fluorescent lighting, or other “transmitters” who can interfere with the transmitting signals to/from the base station.

3. Make sure handsets and base can “see” each other, no wall or glass between them.

4. Check if wall power is not interrupted.

Hope this will help.

1. The firmware is up to date.
2. There are no interfering signals in the vicinity, and the syslogs show the issue is occuring in the middle of the night even, when no other devices are switched on, and when no phones are in use.
3. The base stations are within range of the handsets, with no physical barriers.
4. No power interruptions.

The syslog shows the following lines:

Code:
2019-02-26 10:01:04    Local7.Warning    192.168.1.51    Feb 26 10:01:05 [00:15:65:f9:7c:ec] Log [1109]: FWDD<4+warnin> Invalid LineId [16], NUM[5]! File:[../../../../../../src/dskphone/logic/talk/fwd_dnd/src/fwd.cpp] Line:[263]
2019-02-26 10:01:04    Local7.Warning    192.168.1.51    Feb 26 10:01:05 [00:15:65:f9:7c:ec] Log [1109]: FWDD<4+warnin> Invalid LineId [16], NUM[5]! File:[../../../../../../src/dskphone/logic/talk/fwd_dnd/src/fwd.cpp] Line:[263]
2019-02-26 10:01:04    Local7.Warning    192.168.1.51    Feb 26 10:01:05 [00:15:65:f9:7c:ec] Log [1109]: FWDD<4+warnin> Invalid LineId [16], NUM[5]! File:[../../../../../../src/dskphone/logic/talk/fwd_dnd/src/fwd.cpp] Line:[263]
2019-02-26 10:01:04    Local7.Warning    192.168.1.51    Feb 26 10:01:05 [00:15:65:f9:7c:ec] Log [1109]: FWDD<4+warnin> Invalid LineId [16], NUM[5]! File:[../../../../../../src/dskphone/logic/talk/fwd_dnd/src/dnd.h] Line:[68]

I also see this bit happening more than once a day:

Code:
> Hs[1] --------------- GetMsgType [MSG_TYPE_TRIGGER_HS_REG]
2019-02-26 10:01:10    Local7.Info    192.168.1.51    Feb 26 10:01:11 [00:15:65:f9:7c:ec] Log [1109]: FWUP<6+info  > Hs[1] -- Print  Info start --
2019-02-26 10:01:10    Local7.Info    192.168.1.51    Feb 26 10:01:11 [00:15:65:f9:7c:ec] Log [1109]: FWUP<6+info  > Rom[26.81.0.30] HW[26.0.0.10] Oem[NULL] Batteyr[10] Signal[5] inChare[1] inCall[0] inRepeater[0] DFlashBroken[0] SupportSUOTA[1]
2019-02-26 10:01:10    Local7.Info    192.168.1.51    Feb 26 10:01:11 [00:15:65:f9:7c:ec] Log [1109]: ETLL<6+info  > set string path[/config/dect/Handset0.cfg]:section:[Handset] key:[strHandsetVersion] --> [0]
2019-02-26 10:01:10    Local7.Info    192.168.1.51    Feb 26 10:01:11 [00:15:65:f9:7c:ec] Log [1109]: FWUP<6+info  > Hs[1] SetHSGetVer [1]
2019-02-26 10:01:10    Local7.Info    192.168.1.51    Feb 26 10:01:11 [00:15:65:f9:7c:ec] Log [1109]: FWUP<6+info  > GetTriggerMethod [UPDATE_REGISTER_HANDSET][4]
2019-02-26 10:01:10    Local7.Info    192.168.1.51    Feb 26 10:01:11 [00:15:65:f9:7c:ec] Log [1109]: FWUP<6+info  > eGetTriggerMethod [UPDATE_REGISTER_HANDSET]
2019-02-26 10:01:10    Local7.Info    192.168.1.51    Feb 26 10:01:11 [00:15:65:f9:7c:ec] Log [1109]: FWUP<6+info  > eNowTriggerMethod [UPDATE_TRIGGER_NONE]
2019-02-26 10:01:10    Local7.Info    192.168.1.51    Feb 26 10:01:11 [00:15:65:f9:7c:ec] Log [1109]: FWUP<6+info  > ----------------SetNowTriggerMethod [UPDATE_REGISTER_HANDSET][4]
2019-02-26 10:01:10    Local7.Info    192.168.1.51    Feb 26 10:01:11 [00:15:65:f9:7c:ec] Log [1109]: FWUP<6+info  > Handsetid[1]
2019-02-26 10:01:10    Local7.Info    192.168.1.51    Feb 26 10:01:11 [00:15:65:f9:7c:ec] Log [1109]: HAND<6+info  > IsHandsetActive bActive hs[1][1]
2019-02-26 10:01:10    Local7.Info    192.168.1.51    Feb 26 10:01:11 [00:15:65:f9:7c:ec] Log [1109]: FWUP<6+info  > Hs[1] eState [HS_UPGRADE_STATE_IDLE]
2019-02-26 10:01:10    Local7.Info    192.168.1.51    Feb 26 10:01:11 [00:15:65:f9:7c:ec] Log [1109]: FWUP<6+info  > Set Handset Response Timer OFF !
2019-02-26 10:01:10    Local7.Info    192.168.1.51    Feb 26 10:01:11 [00:15:65:f9:7c:ec] Log [1109]: FWUP<6+info  > Hs[1] DeviceID [26] NotExist
2019-02-26 10:01:10    Local7.Info    192.168.1.51    Feb 26 10:01:11 [00:15:65:f9:7c:ec] Log [1109]: FWUP<6+info  > Hs[1] SetUpdateFailReason FAIL_UPDATE_REASON_ROMVERSION_NOTEXIT
2019-02-26 10:01:10    Local7.Info    192.168.1.51    Feb 26 10:01:11 [00:15:65:f9:7c:ec] Log [1109]: FWUP<6+info  > Hs[1] SetCheckVerOK [0]
2019-02-26 10:01:10    Local7.Info    192.168.1.51    Feb 26 10:01:11 [00:15:65:f9:7c:ec] Log [1109]: FWUP<6+info  > Hs[1] SetHsState HS_UPGRADE_STATE_FAILED
2019-02-26 10:01:10    Local7.Info    192.168.1.51    Feb 26 10:01:11 [00:15:65:f9:7c:ec] Log [1109]: FWUP<6+info  > Hs[1] OnNotify_Event  CMD:SU_CMD_BS_REQ_SHOW_NEW_VER_OFF
2019-02-26 10:01:10    Local7.Info    192.168.1.51    Feb 26 10:01:11 [00:15:65:f9:7c:ec] Log [1109]: CMDP<6+info  > CNotifyQueue::EnterQueue()[20], [2]
2019-02-26 10:01:10    Local7.Info    192.168.1.51    Feb 26 10:01:11 [00:15:65:f9:7c:ec] Log [1109]: CMDP<6+info  > Notify Added !
2019-02-26 10:01:10    Local7.Info    192.168.1.51    Feb 26 10:01:11 [00:15:65:f9:7c:ec] Log [1109]: CMDP<6+info  > CNotifyQueue::StartTimer()
2019-02-26 10:01:10    Local7.Info    192.168.1.51    Feb 26 10:01:11 [00:15:65:f9:7c:ec] Log [1109]: FWUP<6+info  > CSUExcepProcessor::UpgradeExit
2019-02-26 10:01:10    Local7.Info    192.168.1.51    Feb 26 10:01:11 [00:15:65:f9:7c:ec] Log [1109]: FWUP<6+info  > IsUpdating [0]
2019-02-26 10:01:10    Local7.Info    192.168.1.51    Feb 26 10:01:11 [00:15:65:f9:7c:ec] Log [1109]: FWUP<6+info  > SetBaseStatus 0
2019-02-26 10:01:10    Local7.Info    192.168.1.51    Feb 26 10:01:11 [00:15:65:f9:7c:ec] Log [1109]: FWUP<6+info  > ---------------CSUData::Dump() beg-----------------
2019-02-26 10:01:10    Local7.Info    192.168.1.51    Feb 26 10:01:11 [00:15:65:f9:7c:ec] Log [1109]: FWUP<6+info  > Hs[1]  HS_UPGRADE_STATE_FAILED  FAIL_UPDATE_REASON_ROMVERSION_NOTEXIT Retry[0]
2019-02-26 10:01:10    Local7.Info    192.168.1.51    Feb 26 10:01:11 [00:15:65:f9:7c:ec] Log [1109]: FWUP<6+info  > Hs[2]  HS_UPGRADE_STATE_IDLE  FAIL_UPDATE_REASON_NONE Retry[0]
2019-02-26 10:01:10    Local7.Info    192.168.1.51    Feb 26 10:01:11 [00:15:65:f9:7c:ec] Log [1109]: FWUP<6+info  > Hs[3]  HS_UPGRADE_STATE_IDLE  FAIL_UPDATE_REASON_NONE Retry[0]
2019-02-26 10:01:10    Local7.Info    192.168.1.51    Feb 26 10:01:11 [00:15:65:f9:7c:ec] Log [1109]: FWUP<6+info  > Hs[4]  HS_UPGRADE_STATE_IDLE  FAIL_UPDATE_REASON_NONE Retry[0]
2019-02-26 10:01:10    Local7.Info    192.168.1.51    Feb 26 10:01:11 [00:15:65:f9:7c:ec] Log [1109]: FWUP<6+info  > Hs[5]  HS_UPGRADE_STATE_IDLE  FAIL_UPDATE_REASON_NONE Retry[0]
2019-02-26 10:01:10    Local7.Info    192.168.1.51    Feb 26 10:01:11 [00:15:65:f9:7c:ec] Log [1109]: FWUP<6+info

Could the base be attempting to do a firmware update, failing for some reason, and then causing the handsets to lose the connection with the base?
02-26-2019 06:54 PM
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YCMJamie Offline
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Posts: 8
Joined: Feb 2019
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Post: #4
RE: Random handset dropouts and "Initializing Data"
Is there a means by which I can get a Yealink technician to look into this, e.g. an email address I can submit the syslogs and other logs to or something?

I don't think a crowdsourced solution is likely, and most product vendors rarely go beyond the superficial "have you tried turning it off and on again" when it comes to this kind of support issue, so I think I'll need to get assistance from the source to work out why it's happening and resolve it.
03-04-2019 03:51 PM
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complex1 Offline
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Posts: 1,181
Joined: Jan 2014
Reputation: 34
Post: #5
RE: Random handset dropouts and "Initializing Data"
(03-04-2019 03:51 PM)YCMJamie Wrote:  Is there a means by which I can get a Yealink technician to look into this, e.g. an email address I can submit the syslogs and other logs to or something?

I don't think a crowdsourced solution is likely, and most product vendors rarely go beyond the superficial "have you tried turning it off and on again" when it comes to this kind of support issue, so I think I'll need to get assistance from the source to work out why it's happening and resolve it.

I'm not a Yealink employee. Just trying to help.
At the moment there is some lack of support from Yealink Support on this forum.

You can create a support ticket here:
https://ticket.yealink.com/

Kind regards,
Frank.

I am not an employee of Yealink.
Dutch is my native language, not English. Apologies for my imperfect grammar.
Please do not send unsolicited PM messages. I will not answer them.
03-04-2019 04:42 PM
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YCMJamie Offline
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Posts: 8
Joined: Feb 2019
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Post: #6
RE: Random handset dropouts and "Initializing Data"
Please don't think I'm ungrateful for your advice/suggestions, I am just at the point where I think this one might be a Yealink issue, not a Yealink user issue.

(03-04-2019 04:42 PM)complex1 Wrote:  
(03-04-2019 03:51 PM)YCMJamie Wrote:  Is there a means by which I can get a Yealink technician to look into this, e.g. an email address I can submit the syslogs and other logs to or something?

I don't think a crowdsourced solution is likely, and most product vendors rarely go beyond the superficial "have you tried turning it off and on again" when it comes to this kind of support issue, so I think I'll need to get assistance from the source to work out why it's happening and resolve it.

I'm not a Yealink employee. Just trying to help.
At the moment there is some lack of support from Yealink Support on this forum.

You can create a support ticket here:
https://ticket.yealink.com/
03-13-2019 03:05 PM
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