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BToE not pairing with phone

Occasional Visitor

BToE not pairing with phone

Hey guys,

 

New in this forum and thought i'd give this place a shot and see if I can get another pair of eyes to look into this issue that I have with some of our phones.

 

Came into work yesterday (Monday) and all of a sudden getting some phones that are no longer connecting with BToE. As far as I know, we didn't run any type of updates on the phones or the PC's. 

For example this phone is running UC: 5.6.0 , updater : 5.8.0  and BToE : 3.6 , it was all working fine up until Monday. 

 

What's strange is that if I disable the local windows firewall, BToE connects fine, as soon as I enable it, it disconnects. We haven't made any changes locally to windows firewall so this is where i'm stumped. Any help is highly appreciated! 

------------------------------------------------------------------
| BToE APP Version 3.6.0.0 |
| BUILD DATE AND TIME: Thu Jul 13 10:31:14 2017 |
| *** Welcome to Polycom BToE Connector *** |
| This file contains the BToE Application log messages |
------------------------------------------------------------------
[02/12/19 : 15:21:37] PBC: Windows 10 AMD64 64bit
[02/12/19 : 15:21:37] PBC: Configs:Errors(1) Warnings(1) NI_Icons(1) NI_Msg(1)
[02/12/19 : 15:21:37] PBC: Configs:Playback(1) Log(3) Limit(20) IPP(0) exit(1)
*******************************************************************************
[02/12/19 : 15:21:37] PBC: SESSION SEQUENCE 1
[02/12/19 : 15:21:37] PBC: Waiting for discovery thread to exit
[02/12/19 : 15:21:37] PBC: launching the discovery thread...
[02/12/19 : 15:21:37] PBC: discovery_server: 835 Soft_device_state WAITING_FOR_CONNECTION
[02/12/19 : 15:21:37] PBC: Waiting for IP-Phone Connection(on UDP).....
[02/12/19 : 15:22:24] PBC: Triggered APP Exit
[02/12/19 : 15:22:25] PBC: Exit (Y)
[02/12/19 : 15:22:25] PBC ERR: btoe_network.c: 877 (discovery_server) recvfrom failed with error 10004
[02/12/19 : 15:22:25] PBC ERR: btoe_network.c:2116 (discovery_server) discovery_server:2116 Error 10038
[02/12/19 : 15:22:25] PBC ERR: btoe_network.c:2128 (discovery_server) discovery_server:2128 Error 10038
[02/12/19 : 15:22:25] PBC: discovery_server: 2180 GRUU_SEND_STATUS NOT_SENT
[02/12/19 : 15:22:25] PBC: discovery thread exit .....
[02/12/19 : 15:22:25] PBC: Terminating discovery thread
[02/12/19 : 15:22:25] PBC: Cleared thread handles and events
[02/12/19 : 15:22:25] PBC: cleanup_socket()
[02/12/19 : 15:22:25] PBC: Recvd WM_DESTROY event
[02/12/19 : 15:22:25] PBC: Out of main message loop: Trying to close the udp/tcp server
[02/12/19 : 15:22:25] PBC ERR: btoe_win32.cpp: 390 (WinMain ) Error 10093
[02/12/19 : 15:22:25] PBC: Waiting for btoe_shutdown_event
[02/12/19 : 15:22:25] PBC: CEventSink::UnRegisterNetworkEventsHandler:244 Done
[02/12/19 : 15:22:25] PBC: ************ PBC Exited *************
Message 1 of 2
1 REPLY 1
Polycom Employee & Community Manager

Re: BToE not pairing with phone

Hello @TheNewGuyAtWork ,

 

welcome to the Polycom Community.

Both the community's Must Read First and the community's FAQ reference the basic minimum information a new or follow up post should contain.

This ensures the questions having to be asked are limited and any new or follow up post contains the right amount of details to ensure any voluntary participant within the community does not spend additional time chasing basic information.

As a reminder the basic information asked for:

 

  • Provide the exact Software Version of your Phone
  • Provide the Phone Model
  • Provide the Call Platform (aka openSIP,Skype for Business Online, Skype for Business on Premise, Lync)
  • Additional Polycom Infrastructure (RPRM,PDMS or BToE)
  • If applicable provide a backup of the phone in question

UC Software 4.0.0 or later via the Web Interface Utilities > Phone Backup & Restore > Phone Backup > Phone Backup. Please rename into .TXT or Zip the file to attach.
Since UC Software 5.9.0 simply provide this via the Web Interface Diagnostics > Download Support Information Package

  • If possible provide a Log and either attach them or use the Code Tag.Consult the Troubleshooting Section found within the FAQ if applicable
  • If possible provide the MAC Address or Serial of the device
  • Provide details for example if the issue is a day 1 issue or only happened after an upgrade or any other relevant details
  • For questions around Support please check here

 

Whilst providing some of these details may not directly impact any possible answer the community can provide, it does enable Polycom to have an overview of the current software used. In addition providing all details at the same time allow us to check logs or look up a potential support partners if an issue needs to come into support. It also enables us to verify the entitlement for using features.


Please ensure you always check the FAQ's and/or utilize the community search before posting any new topics or follow up post’s.

 

Stating all of the above you most likely already found your own answer. Someone or some change in your firewall policy is preventing the BToE process to work.

 

Jan 26, 2016 Question:Can I troubleshoot BToE or changes settings ?

Resolution: Please check => here <= for details


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

Best Regards

Steffen Baier

Polycom Global Services

Please be aware:

The purpose of these forums is to allow community members collaborate and help each other.
Questions posted here do not follow Polycom’s SLA guidelines.
If you require assistance from Polycom technical support, please open a
web service request or call us .

The above is necessary in order to track issue internally within Polycom.

You are welcome to post more questions or configuration or logs for other community members to look at but if your issue requires a fix via Polycom you must go via the official support structure.

Please ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

This forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Polycom employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and may be answered on weekends, bank holidays or personal holidays.
Message 2 of 2