YEALINK NETWORK TECHNOLOGY CO.,LTD.

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Phone become Slow or Stuck or Reboot Issue

 Issue Description:
Customer report the phone become slow or stuck or sometimes will reboot automatically

 Feature mechanism:
1) Normally the phone will release consumed memory leak when it end the related program,
if not , means memory leak, memory leak will cause the phone become slow or stuck or
sometimes reboot, the memory leak include auto provisioning module, phone UI module ,
SIP module or web module and so on.
2) Make sure the power is matched, if the power is not matched, may cause the phone
become slowly or Reboot sometimes.
3) Some feature mechanism is incorrect.

 Resolution: （Checking list）

1. First check whether the phone has used correct power, if the phone used wrong power
may cause the phone to become slow or reboot, if customer use POE, can try to use power
adapter to check.
2. Check whether the phone has enabled a feature but the server disabled this feature, cause
the phone continue to resend the related information to the server, like call park feature.
3. If the phone just reboot during the call automatically without being slow, please check
whether the phone has received Reboot information, like below,

NOTIFY sip: 2806@172.16.0.14:5060 SIP/2.0

Via: SIP/2.0/UDP 172.16.17.:5060;branch=z9hG4bK-123456473
To: <sip: 2806@172.16.0.14>;tag=12345%d
From: <sip:VCSe100@172.16.17.4>;tag=9629a490-567547
Call-ID: 1234567890@172.16.17.4
Event: check-sync;reboot=true
Content-Length: 0
4. If the customer only has one or two phones , suggest the customer to upgrade to the latest
version and then reset the phone to factory default , test again

If above steps can’t fix the issue, refer to below information:

5. Make sure the details of the issue scenario

1) The issue need details description.
a. phone has incoming call, user press answer button to answer the call but the
phone won’t enter the talking status after 10 seconds; the phone become slow
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when enter the Menu, like it will enter the related Menu 5 seconds later after
press the Menu item; the phone become slow when dialing, the phone enter the
dial interface 5 seconds later after you pick up the handset or the phone show the
related digit after you press the button 5 second.
b. The phone stuck in the ringing status, no response when you press any key nor
pickup/hang up the handset, a few seconds later like 5 seconds, it will reboot
automatically. Or it won’t reboot automatically but when back to normal idle
status after a few seconds later like 3 -5 seconds.
c. The phone will reboot suddenly in normal process, don’t have the slow process,
for example it will reboot automatically in talking process or has incoming call.

Note: please take a video if it is complicated to describe clearly.

2) In what scenario the phone will become slow, stuck, restart?

For example, the phone will become slow or stuck or restart when it has connected 4 EXPS that
configure more than 40 BLFs, or it has used Bluetooth headset.
The phone has configured with LDAP, remote phonebook with HTTPS, Action URI?
If the issue happen when it has connected with EXP or Bluetooth headset , suggest the customer
to disconnect the EXP or Bluetooth headset to see if the issue still exist, if the issue won’t happen
when disconnect the EXP or Bluetooth headset, the engineer can do specifically investigation .
3) How often the issue happen?
The issue happen one time in one day or happen every 2 days?
When the issue begin to happen?
Whether the issue happen as soon as the phone deployed? Or it happens after working a few days
like a week?
How many phones customer have? How many phones have the issue?
With these detail information, it will be better for R&D to investigate the issue or try to reproduce
the issue.
If customer has deployed a lot of phones but only one phone has the issue, other phones with the
same version, some settings(include the account) can work well, reset the phone to factory default
and if the issue still exist ,list it in RMA.
4) Does the customer has done something special before the issue happen? Try to find out
the probabilistic.
If the phone work well before and the issue happen suddenly, please check with customer to see
if there is something changed in the environment and if any brand can work well .
5) If the phone stuck, please check whether reboot the phone can fix the issue; and see
whether can login in the web UI when the phone stuck , if can’t login in the web UI , ask
the customer to export the config.bin file before the issue happen.

6. Which information needed for debug?

Config.bin file –important, we can find out what feature customer has configured in the phone, for
example how many EXP customer has configured.
Pcap trace – better to have , so that we can check what information the phone has received, for
example the phone will reboot when it received Reboot=True information.

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Level 6 syslog –important, normally we can find out what cause the issue.

Note:
1) if the customer has reported the phone become slow but the log is not level 6, ask the
customer to send us the config.bin file so that we can use the config.bin file to check first
and ask customer to upgrade the phone to the latest version (if phone’s current version is
not the latest version), configure the LOG level with 6 and try to obtain the new
information.
2) As the issue normally won’t happen for a short time, it usually happen after the phone
working normal for a few days, and we need the Level 6 syslog has contained the log when
the phone has the issue but as the phone’s web UI has limited syslog storage, we would
suggest the customer can export the log to the server and export the log to us when the
issue happen.
3) If the reboot issue happen on W52P
Please enter *1234201# when the handset is idle status after the issue happen and then
send back the “Reboot reason” to Yealink.

 Products:
All

 Firmware version:
All