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Old 12-03-2013, 10:19 AM
thomsc thomsc is offline
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Question 9620L Handset not functional after upgrade to 3.2.1 software

I'm not a telephony guy, but I have updated the software on the 46xx and 96xx almost as frequently as they have been made available and I've never had any difficulty.

I'm currently having a freezing issue reported to me for at least 2 phones that *might be the same as referenced in to the release notes for the 9620L software v3.2.1 but after updating the software to this version I can no longer hear anything from the handset but the headset and speakerphone still work.

I reproduced this in 2 sites (Ontario Canada and Nevada USA) on a total of 5-10 phones but the result is the same every time.

Rolling back to software v3.2.0 fixes the handset but the freezing is still not resolved.

Please help?
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Old 12-03-2013, 01:49 PM
jjashley jjashley is offline
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thomsc

I would call in a ticket as this appears to be something that may have to go back to the development team. Was the freezing issue fixed on 3.2.1 and then you had the dead handset issue, or was the freezing issue still present along with the dead handset issue?
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Old 12-03-2013, 03:09 PM
thomsc thomsc is offline
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Quote:
Originally Posted by jjashley View Post
thomsc

I would call in a ticket as this appears to be something that may have to go back to the development team. Was the freezing issue fixed on 3.2.1 and then you had the dead handset issue, or was the freezing issue still present along with the dead handset issue?
I am still waiting to hear back from the user. "Freezing" is the best term I could think of but is not entirely comprehensive. Sometimes the user will come to work at 8 am and find that he could not log into the phone. He can cursor around but not select any commands or pick up a line and rebooting the phone fixes it until about 3pm. The user has since gotten into the habit of preemptively rebooting the phone when he comes in and then again when he goes for lunch.
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Old 12-04-2013, 12:00 AM
thomsc thomsc is offline
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Apparently, I cannot open a service request since I'm not technically the partner or customer.

My telephony team has not yet approved anything beyond 3.1.3 for use...but I didn't want to proceed without some sort of notification to Avaya even if I do roll back to the company approved build.
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Old 12-04-2013, 07:17 AM
jjashley jjashley is offline
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ok, one thing you might try in the meantime if possible is to get a packet capture of the users phone, preferably a full 24 hours so that we can see what happens when the phone "freezes".
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Old 12-04-2013, 05:19 PM
thomsc thomsc is offline
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I'll try that if the 3.2.1 doesn't pan out but currently the handset for some reason is working...and I have no idea why. I'll confirm with the user that both issues are gone tomorrow and try updating another phone.

I might be green, but I swear I'm better than this thread is making me sound.
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Old 12-09-2013, 09:40 AM
jjashley jjashley is offline
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No worries we have all been there at some point in time.
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