We have tried multiple times to provision our Polycom VVX 311 for RingCentral with RingCentral support through the web interface unsuccessfully. RingCentral suggested we contact Polycom as it may be a firmware problem. Software version is 18.104.22.16809. Any suggestions?
Hello @smoc ,
Welcome to the Poly Community. We usually ask users to provide some if not all from below:
Both the communities Must Read First and the 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:
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
Whilst providing some of these details may not directly impact any possible answer the community can provide, it does enable Poly 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 potential support partners if an issue needs to come into support. It also enables us to verify the entitlement for using features.
As we do only know the software version and have no backup or log to look at I suggest you provide as much detail and logs with these settings and a backup:
Settings > Logging > Global Settings > Global Log Level Limit > Log File Size (Kbytes) > VVX after 5.5.0 = 1000
Settings > Logging > Module Log Level Limits > Copy Utilities > Event 3
Settings > Logging > Module Log Level Limits > Configuration > Event 3
Try to replicate how you are provision the phone to Ring Central and then provide the logs:
Diagnostics > View & Download Logs > Log File Type > App > Export
Utilities > Phone Backup & Restore > Phone Backup > Phone Backup
Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.
Attached is one log file as requested. I'll post another reply with second log file. Do they provide any insight as to the problem? Thank you!
This system will not allow me to upload the Phone Backup file. I get the error message: The attachment's 64167f2f2597_vvx311_01-01-1970_00-07.pbu content type (application/octet-stream) does not match its file extension and has been removed. Any suggestions?
As stated in my initial reply:
Please rename into .TXT or Zip the file to attach.
looking the logs I see:
000046.501|copy |3|00|'https://pp.ringcentral.com/pp/64167f2f2597.cfg' from 'pp.ringcentral.com(22.214.171.124)' 000046.501|copy |3|00|cfgProvSrvTypeGet() 000046.980|copy |3|00|Download of 'pp/64167f2f2597.cfg' FAILED on attempt 1 (addr 1 of 1) 000046.980|copy |*|00|Server 'pp.ringcentral.com' said 'pp/64167f2f2597.cfg' is not present 000046.980|copy |3|00|Update of '/ffs0/newinit.mac' failed, leaving local copy intact 000046.981|cfg |4|00|Prov|File transfer failed due to curl error code:22 and respCode:404
The thing that maybe the problem is you have no NTP time aka your logs show no date or time.
Without this, we cannot establish a secure connection. I suggest you check this:
Jan 28, 2013 Question: Time and Date flashing or unable to set NTP time correctly
Resolution: Please check => here <=
Once this is fixed and you still cannot provision I suggest you work with Ring Central why your phone cannot download its configuration as this would be an issue on their end.