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M65 transfer crash

Hi,


our setup:

  • 4 x M700 (255 firmware)
  • 8 x M65 (255 firmware)
  • Asteriks based VOIP solution

our problem:
  • Phone A answers an incoming call (intern or extern)
  • Phone A wants to transfer to phone B
  • Phone A presses the transfer button enters the extension of phone B and presses the Call button (green phone icon)
  • At that point phone A crashes and reboots to normal state (not calling) so phone A lost the incoming call 
  • Phone B receives the call from A but gets disconnected after a phew seconds (whats normal ofcourse)
  • The client that started the call gets disconnected aswell without knowing what happened

The client is using a global phonebook but doesnt enter it when transfering. 

What I already tried:
  • On the M65 enter the service menu (*7378423*) and do a "Master reset"
  • Reconfigure the handset on the M700 devices

After a Master reset it works for some time, after some time it crashes again. 

What information do you need to start fixing this problem? 

Thanks in advance,
Nathan Kestier. 


Best Answer

Nathan,


I see you have a ticket open for this issue as well. Can you please attach the requested information to the ticket instead of posting to this forum.


Regards,


Sean Collins

Snom Support


Nathan,


Can you upgrade to version 355B25 and test?


http://wiki.snom.com/M-series/Firmware/Release_Notes


 

IMPORTANT NOTES:

 

After upgrading to the version 355BXX you WILL NOT ABLE TO DOWNGRADE TO THE VERSION 324BXX. Please take this upgrade carefullyThe upgrade will remove all the manually uploaded contacts from the global addressbook. Please make sure to re-upload the addressbook after the update.In case you are doing the update from a 323 version you need to update to the version 324B12 before applying the version 355


You can do the upgrade using the firmware hosted on our server:


1) logon on the base and click on the Firmware Update link

2) insert http://dect.snom.com into the Firmware update server address field 

3) /B355B25H355B25 into the Firmware Path field

4) Click on the Save/Start Update button

5) Click on the Update All Base stations radio button (OPTIONAL: needed for Multicell installations only)

6) Insert 355 into the Required version field

6a) Insert 25 into the Required Branch field

7) Click on the Start Update button


Once all the bases are updated to the new version you should update the handsets as well:


1) logon on the base and click on the Firmware Update link

2) insert http://dect.snom.com into the Firmware update server address field 

3) /B355B25H355B25 into the Firmware Path field

4) insert 355 into the required version for all your handsets

4a) Insert 25 into the Required Branch field

5) Click on the Save/Start Update button


Now the handsets will start the download over the air, the firmware update will be completed leaving the handsets into the charger.


Regards,


Sean Collins

Snom Support

Hi Sean, sorry the firmware is already in 355. The 255 in the post was wrong (there wasn't even a 255 firmware). Both M65 & M700 devices are in 355/25 firmware. Thanks for the quick response! Nathan Kestier.

Nathan,


Can you set the Syslog level to debug on the M700 base(s) and the next time this occurs collect both the SIP log and Syslog from the base call was registered on. Please indicate the extensions/handsets for both A and B + the direction of the call (inbound or outbound). Attach the logs as ascii .txt files to this posting.


Regards,


Sean Collins

Snom Support

Answer

Nathan,


I see you have a ticket open for this issue as well. Can you please attach the requested information to the ticket instead of posting to this forum.


Regards,


Sean Collins

Snom Support

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