Plantronics + Polycom. Now together as Poly Logo

RPRM not removing Trio phone files correctly

ramon.guzman
Occasional Visitor

RPRM not removing Trio phone files correctly

I think this is a bug. On previous versions you could remove the phone or web files on a Trio by pressing the trash can next to each area when viewing the device on RPRM. Now, if you hit the trash can it removes all phone files on RPRM but the phones still hold on to those old configurations. Only way I have found to remove them is to Reset Web or Device on the phones locally. 

 

Has anyone else experienced this? Is this a bug?

Message 1 of 5
4 REPLIES 4
SteffenBaierUK
Polycom Employee & Community Manager

Re: RPRM not removing Trio phone files correctly

Hello @ramon.guzman ,

 

Welcome to the Poly Community.


You have not shared the most important detail aka what RPRM software version are you using on RPRM.

 

Most likely this would be a bug if used in the latest 10.9.x version and you should raise a ticket with support.

 

The functionality will always only delete the data from the RPRM and not the Phone.

 

To reset the phone please use the UI aka Settings > Advanced >Administrator Settings > Reset to Defaults > Reset Web Configuration

 

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

----------------
The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 2 of 5
ramon.guzman
Occasional Visitor

Re: RPRM not removing Trio phone files correctly

Yes, RPRM is on the newest version 10.9 and Trio's are also on the newest 7.1 version.

 

I don't think I am imagining that deleting the files form RPRM also removed them from the device in a previous version. At the very least, choosing a specific place to remove the files from (web trash can or phone trash can) should not remove all those files. 

 

The issue I am experiencing is that we need to change logging levels to capture a problem. I have the RPRM pushing new logging parameters but my devices have old web data that can't be removed. I have over 70 phones in my environment across 4 different offices. Manually going to each one and going through the settings seems like a terrible way to manage this. Am I doing something wrong or is this expected behavior?

Message 3 of 5
SteffenBaierUK
Polycom Employee & Community Manager

Re: RPRM not removing Trio phone files correctly

Hello @ramon.guzman ,

 

When making a change via the Web Interface or the Phone UI the phone will upload these to the provisioning server. This in this case is RPRM. The question is why changes were made to so many phones via the Web Interface rather than using RPRM?

 

This is Working As Designed.

 

Jun 27, 2018 Question: How can I determine what source or order a configuration value came from or what is the priority of this?

ResolutionDetails => here <=

 

You could look at using the REST API => here <= and use the REST API /api/v1/mgmt/configReset/web .

 

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

----------------
The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 4 of 5
ramon.guzman
Occasional Visitor

Re: RPRM not removing Trio phone files correctly

Changes may have been made during previous troubleshooting instances with Poly techs or from before we had the RPRM in place. I have resolved the problem; since it was only log levels that were not being removed I was able to "reset to defaults" from the logging page via the web. That has removed the unwanted parameters.

Message 5 of 5