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Unable to access screen capture

nharwood
Advisor

Unable to access screen capture

Hi,

 

I'm trying to use the screen capture function on some CCX 500 phones running 7.0.2 and Microsoft Teams but I can't get it to work.

 

I have enabled the screen capture and web interface in the settings and I'm trying to access the capture using the following instructions but I get a 404 error saying T"he document requested was not found on this server".

 

https://documents.polycom.com/bundle/ccx-ms-ag-5-9-12/page/t-ucs-ag-capture-your-devices-current-scr...

I can access the admin page but not the capture page and I have tried from multiple phones.

 

Regads,

Nathan

Message 1 of 13
12 REPLIES 12
SteffenBaierUK
Polycom Employee & Community Manager

Re: Unable to access screen capture

Hello @nharwood ,

Welcome back to the Poly community.

Did you follow your other post up as suggested => here <=?

 

For your new issue I found this myself and suggest for now you add the configuration as explained here:

 

Oct 17, 2011 Question: How can I create a Screen Capture of the phone GUI?

Resolution: Please check => here <=


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 13
nharwood
Advisor

Re: Unable to access screen capture

Hi Steffen,

 

I'm working with both Poly support and Microsoft on the issues in our earlier discussions. As a workaround I have disabled power saving mode which makes the phones a lot more reliable but I'm concerned about what this will do to the screens.

 

With the screen capture I have enabled everything as per the instructions but it's still not working. In the settings in the GUI screen capture and web interface are both enabled and I have downloaded the config file from the phone through the web interface and I can see the config for screen capture is enabled.

 

I'm trying to access the capture using https://1.1.1.1/captureScreen. I can get to the main web with just https://1.1.1.1 but not the screen capture. (IP has been changed from real IP)

 

Nathan

Message 3 of 13
nharwood
Advisor

Re: Unable to access screen capture

Hi Steffen,

 

I just did a test on a phone running firmware 6.2.22.0185 and can access the screen capture using the software in the link you provided and I can get to webpage which is asking for a username and password. I have tried putting in the admin password (Same as I use for the admin webpage) in the password field but it won't work.

 

It looks like the main issue with accessing the screen capture is specific to 7.0.2 as I did the same as I did in 6.2.22 which works.


Nathan

Message 4 of 13
SteffenBaierUK
Polycom Employee & Community Manager

Re: Unable to access screen capture

Hello @nharwood 

 

f you read my reply and follow this aka import the attached file from the screen capture FAQ after unzipping it will work. There is another parameter required which does not automatically get enabled but the file attached to the FAQ has this included.

 

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 5 of 13
nharwood
Advisor

Re: Unable to access screen capture

Hi Steffen,

 

I have now installed that config file and I do now get further but I'm not getting an error 500 internal server error.

 

Nathan

Message 6 of 13
SteffenBaierUK
Polycom Employee & Community Manager

Re: Unable to access screen capture

Hello @nharwood 

 

in 7.0.2 once you enable the Web Interface and then the Screencapture a backup will show (amongst other possible values):

<PHONE_LOCAL
		httpd.enabled="1"
		np.normal.ringing.toneVolume.chassis="-30"
		tcpIpApp.sntp.olsonTimezoneID="Europe/London"
		up.screenCapture.enabled="1"

 

Prior to 7.0.2 another parameter was enabled. In order to re-enable the "old" functionality simply add this attached configuration from >here< which will add:

<up up.screenCapture.allowed="1"
	up.screenCapture.enabled="1"
	up.screenCapture.value="1" />

 

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 7 of 13
nharwood
Advisor

Re: Unable to access screen capture

Hi Steffen,

 

I had already tried importing that config but it still didn't work.

 

I spoke to Poly Support and they have replicated the issue on 7.0.2 so are raising the issue with engineering.

 

Regards,

Nathan

Message 8 of 13
jschertz
Polycom Employee

Re: Unable to access screen capture

This is a known issue that I've already reported to the development team and is slated to be fixed in a future release.

 

In order to enable screen capture in UCS both of the following parameters needs to be enabled:

up.screenCapture.enabled="1"
up.screenCapture.allowed="1"

The problem is that in the 7.0.2 release the Settings > Admin Only > Debug > Screen Capture option is only controlling "up.screenCapture.allowed" and is not updating "up.screenCapture.enabled".

 

To get it working you'll need to either manually set "up.screenCapture.enabled=1" by importing a configuration file or by pushing a Configuration Profile from the Teams Admin Center with the Screen Capture setting enabled.

 

Once this is done the Screen Capture setting on the phone will work for toggling it back off/on again directly on the phone.

-----------
Jeff Schertz - Principal Microsoft Solutions Architect [Blog]

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.
Message 9 of 13
nharwood
Advisor

Re: Unable to access screen capture

Hi Jeff,

 

Thanks for the reply but unfortunately I have already tried adding the config suggested and screen capture is enabled in the TAC profile assigned to the phone.

 

Below is a copy of the config export from the phone. When I go to the screen capture page on the phone it asks me for password and then after enter the password the page comes up with a 500 error.

 

<?xml version="1.0" encoding="UTF-8" standalone="yes"?>
<!-- Application SIP Atlas 7.0.2.1072 29-Mar-21 13:57 -->
<!-- Created 16-04-2021 08:56 -->
<!-- Base profile MSTeams -->
<PHONE_CONFIG>
<ALL
device.prov.serverName.set="1"
device.prov.ztpEnabled="0"
device.prov.ztpEnabled.set="1"
device.set="1"
feature.osNative.phoneLock.pinExcludes=""
httpd.enabled="1"
lcl.ml.lang="English_United_Kingdom"
np.normal.ringing.toneVolume.chassis="-12"
powerSaving.enable="0"
powerSaving.idleTimeout.officeHours="5"
powerSaving.officeHours.endHour="1"
powerSaving.officeHours.startHour="3"
tcpIpApp.sntp.olsonTimezoneID="Australia/Sydney"
up.backlight.onIntensity="2"
up.backlight.onIntensity.expandedRange="128"
up.osNative.screenSaver.enabled="1"
up.screenCapture.allowed="1"
up.screenCapture.enabled="1"
up.uiSubTheme="Dark"
/>
</PHONE_CONFIG>

Regards,

Nathan

Message 10 of 13