Field Notice: FN - 70080 - 78xx and 88xx IPPA Java Out of Memory Error Causes Phones to Reset - Software Upgrade Recommended

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Updated:December 6, 2017

Document ID:FN70080

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Revision History

Revision	Publish Date	Comments
1.0	06-Dec-17	Initial Release

Products Affected

Affected OS Type	Affected Release	Affected Release Number	Comments
NON-IOS	11	11.5(1)

Defect Information

Defect ID	Headline
CSCvf84416	78xx Java out of memory causes phones to reset

Problem Description

Phones are using IPPA with Finesse. The constant refresh needed by the Finesse application leads to a memory leak on the phone, thereby leading to a phone reset. While the issue is not specific to phones running Finesse IPPA, the issue is more common and impacting when running Finesse IPPA due to the high number of refresh messages.

Background

Issues have been reported of random resets on 78xx and 88xx phones, as shown here:

7489 NOT Aug 16 08:51:05.796970 kernel: [413268.135293] [<c007cefc>] (oom_kill_process.clone.18+0x0/0x24c) from [<c007d4e4>] (out_of_memory+0x260/0x2dc)
7490 NOT Aug 16 08:51:05.797013 kernel: [413268.135326] [<c007d284>] (out_of_memory+0x0/0x2dc) from [<c0080e38>] (__alloc_pages_nodemask+0x618/0x62c)

The phones include IPPA with Finesse 11.5(x) and Unified Contact Center Express (UCCX) 11.5(x).

The phones lose memory when they perform an HTTP refresh, which uses Java code with Finesse.

Problem Symptom

Phones reset randomly.

Workaround/Solution

Recommendation is to upgrade phone FW to 12.0 SR1. The phone firmware with the fix is available at

Download link: https://software.cisco.com/download/release.html?mdfid=284892535&softwareid=282074288&release=12.0(1)&relind=AVAILABLE&rellifecycle=&reltype=latest

Finesse IPPA is available from 11.5. So, they can either be on 11.5 or 11.6 but it is important to note that this has nothing to do with Finesse.

Download and install phone firmware that contains a fix for the issue.

The firmware update is available here: Session Initiation Protocol (SIP) Software-12.0(1)

For More Information

If you require further assistance, or if you have any further questions regarding this field notice, please contact the Cisco Systems Technical Assistance Center (TAC) by one of the following methods:

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