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[FAQ] BToE troubleshooting or changing settings for Polycom VVX Business Media Phones

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Polycom Employee & Community Manager

[FAQ] BToE troubleshooting or changing settings for Polycom VVX Business Media Phones

Troubleshooting:

 

BToE Discovery is send from the BToE App to discover the Phone.

 

BToE_network.png

 

udp.port == 2081

 

If you are unable to see the above a Firewall on the PC is blocking the BToE Discovery

 

If you can see the above but BToE is still not offer to pair and prompt the user to enter their credentials on the Skype for Business client then a local policy or as an  example, Symantec Endpoint Protection, blocks the communication.

 

Example BToE Logs:

[11/02/17 : 12:07:20]  PBC: Waiting for IP-Phone Connection(on UDP).....
[11/02/17 : 12:07:22]  PBC: Received packet from 10.252.149.64(len 12)
[11/02/17 : 12:07:22]  PBC: Received packet from 0Xafc9540
[11/02/17 : 12:07:22]  PBC: VVX MAC ID 05:06:00:03:06:E6
[11/02/17 : 12:07:22]  PBC: Received VVX Version from IPP is 5.6.0
[11/02/17 : 12:07:22]  PBC: Using newXmlFormat
[11/02/17 : 12:07:22]  PBC: Received paircode is 0, entered paircode is 0
[11/02/17 : 12:07:22]  PBC: Posting WM_DESTROY to all open Dlgs
[11/02/17 : 12:07:22]  PBC: Creating an SSH tunnel (process id: 684)
[11/02/17 : 12:07:22]  PBC: Started the TCP Connection....
[11/02/17 : 12:07:23]  PBC ERR: btoe_network.c: 278 (start_assoc_client) TCP connect failed with error 10061
[11/02/17 : 12:07:23]  PBC ERR:  ssh_tunnel.c: 219 (checkSSH_get_pc_ip_address) No Routable entry found to VVX. Reconfiguring the SSH
[11/02/17 : 12:07:23]  PBC ERR: btoe_network.c:2116 (discovery_server) discovery_server:2116 Error 10057
[11/02/17 : 12:07:23]  PBC ERR: btoe_network.c:2128 (discovery_server) discovery_server:2128 Error 10038
[11/02/17 : 12:07:23]  PBC: Successfully terminated the SSH client process
[11/02/17 : 12:07:23]  PBC: discovery_server: 2180 GRUU_SEND_STATUS NOT_SENT
[11/02/17 : 12:07:23]  PBC: discovery thread exit ..... 
[11/02/17 : 12:07:23]  PBC: Terminating discovery thread

Checking this on the Phone via Menu => Settings > Features > BToE PC Pairing:

 

BToE_not_pairing.PNG

 

PC BToE Application Log Levels:

 

The BToE application has many additional features documented in the BToE Release notes which allow a user to enable or disable a functionality or enable logging

 

Open the Windows Registry Editor:

 

  • For 64bit, navigate to HKEY_LOCAL_MACHINE > SOFTWARE > Wow6432Node > Polycom > Polycom BToE Connector.
  • For 32bit, navigate to HKEY_LOCAL_MACHINE > SOFTWARE > Polycom > Polycom BToE Connector.

 

As an Example:

 

Parameter Permitted Value Default Description
NOTIFY_MSG_EN 0 or 1 1 Enable or disable notifications on the system tray.

 

Change Logging Levels:

 

BToE_Debugging.PNG

 

The Btoe log file is located in its installation folder:

 

  • C:\Program Files (x86)\Polycom\Polycom BToE Connector
    or
  • C:\Users\%username%\AppData\Local\Polycom\Polycom BToE Connector

 

And the Filename: polycom_BToE_log.txt

 

Please change the “LogLevel” registry value to 4 (debug) or 5 (Verbose Debug).

 

 

3 LOG_LEVEL Log level (0 – 5) 0 – Any
1 – Err
2 – WRN
3 – Info
4 – DBG
5 – VDBG

 

Start BToE application after this and provide the logs of this.

 

Top copy the Logs to the PC's Desktop:

 

  • copy "%localappdata%\Polycom\Polycom BToE Connector\polycom_BToE_log.txt" "%userprofile%\Desktop\%DATE:/=-%@%TIME::=-%-%username%-polycom_BToE_log.txt"

 

Phone BToE logging:

 

  • Settings > Logging > Global Settings > Global Log Level Limit > Debug
  • Settings > Logging > Global Settings > Global Log Level Limit > Log File Size (Kbytes) > VVX prior to 5.5.0 = 180 after 5.5.0 = 1000
  • Settings > Logging > Module Log Level Limits > BToE > Debug

0730172942|btoe |3|00|ppsProcMsgStopThreads:1864 m_nBtoeState soBtoeMgrStopped
0730172942|btoe |4|00|stopCall ppsBtoe.hSoCall handle is NULL
0730172942|btoe |2|00|stopCall Send End Call Request to LC and assign hsoCall handle to NULL
0730172942|btoe |2|00|PpsBtoeC::handleBtoeStartStopPairing(): m_bEnabled [1], m_ePairingMode:[1] (1-Auto, 2-Manual), bPCPortUP [1]
0730172942|btoe |2|00|Start Pairing (Auto Mode)
0730172942|btoe |2|00|startPairing(2117)
0730172942|btoe |2|00|PC port status is UP. Start BToE manager
0730172942|btoe |2|00|Starting the ssh sever
0730172942|btoe |3|00|m_nBtoeState soBtoeMgrDiscovery
0730172942|btoe |2|00|cBToEAssociation Launched processReceivedRequest
0730172942|btoe |2|00|cBToEAssociation Launched StartAssociationTask
0730172942|btoe |3|00|cBtoeAssociation Waiting for connection from PBC
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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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

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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