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[FAQ] How can I troubleshoot configuration Issues via Log Files or the phone GUI

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Polycom Employee & Community Manager

[FAQ] How can I troubleshoot configuration Issues via Log Files or the phone GUI

Polycom Phones rely on a Provisioning Server in order to download and upload configurations that have changed and in addition to upload log files to troubleshoot issues.

 

NOTE: Major changes to the Polycom Phone Provisioning have been made since UC Software 3.3.0 and it is of utter importance to ensure that no pre- UC Software configuration Files and Values are loaded!

 

The Phone always tries to upload their <mac>-boot.log and their <mac>-app.log file and will append to these files if the Provisioning Server supports this functionality.

 

UC Software 4.0.0 has added the ability that the Logs can be viewed via the Phones Web Interface. See below for more Details.

 

NOTE:Polycom Support recommends the usage of a FTP Server as other methods like HTTP or TFTP often restrict Files being uploaded or appended.

 

The configuration files always must use correct XML formatting and must be in UTF-8 format.

 

NOTE: You can use tools like Microsoft XML notepad 2007 to confirm the functionality of the provided configuration files!

 

The 000000000000.cfg or a individual <mac>.cfg File can be used to specify a Log Directory or Location via the LOG_FILE_DIRECTORY=""

 

Example for an external Directory could be:

 

 LOG_FILE_DIRECTORY="ftp://username : password@xxx.xxx.xxx.xxx"

 

Checking the <mac>-boot.log and <mac>-app.log will not only show if the configuration file specified in  the CONFIG_FILES="" are actually loaded but will in addition also highlight if Parameters (pre UC Software) are wrong or have an invalid value.

 

NOTE: The detail of this depends on the installed SIP / UC Software Version!

 

Example part of a Log to highlight an additional file containing a configuration being loaded by the Phone:

 

000033.820|so   |*|00|Configuration files: capture.cfg

 

NOTE: You can force the Phone to upload it's current <mac>-now-boot.log <mac>-now-app.log as the phone usually only periodically uploads it's standard logs. For details on this please check your Admin Guide matching your SIP / UC Software Version!

 

Using a newer Version like UC Software 3.3.x or later also offers the possibility to check the Provisioning Status via the Phones Gui.

 

Press Menu Key

 

mainMenu.png

 

Select Status

 

StatusMenu.png

 

Select Platform

 

PlatformMenu.png

 

Select Configuration

 

ConfigurationMenu.png

 

The Phone will show the additionally loaded Configuration files in the Config Section

 

Scrolling down will show the amount of accepted or wrong Parameters

 

ParametersAccepted.png

 

NOTE: The Menu depends on the UC Software Version running on the Phone and may look different on the multiple Hardware Platforms! 

 

UC Software 4.0.0 Logs:

 

UC Software 4.0.0 has added the ability to view the Logs via the Phones built in Web Interface

 

As the browser address, enter http://<phone’s IP address>

 

Select Diagnostics and then View & Download Logs

 

UCS_400_Logs.png

 

Settings > Logging > Global Settings > Global Log Level Limit > Log File Size (Kbytes) > 

 

Phone Model Size
SoundStation IP Leave as is
SoundPoint IP Leave as is
VVX prior to 5.5.0 180
VVX from 5.5.0  1000
Polycom Trio 10240

 




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also 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".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly 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 maybe answered on weekends, bank holidays or personal holidays.
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Polycom Employee & Community Manager

Re: [FAQ] How can I troubleshoot configuration Issues via Log Files or the phone GUI

VVX UC Software 5.8.0 allows VVX phones to copy application and boot logs to a USB storage device connected to the phone. In addition, you can configure your phone to copy logs periodically or when the file size reaches the threshold limit.


The following VVX phones support this feature:

 

  • VVX 401 business media phones
  • VVX 411 business media phones
  • VVX 500 / 501 series business media phones
  • VVX 600 / 601 series business media phones
  • VVX 250 business IP phones
  • VVX 350 business IP phones
  • VVX 450 business IP phones

You can configure the USB Logging feature using the following parameter:

 

feature.usbLogging.enabled="1"

An example file to enable / disable this via the Web Interface => here <=. Simply download, Unzip and import

 

USB_Logging_01.png

 

An active USB Stick is shown via an Icon:

 

USB_Logging.png

 

USB Logs on a USB Stick:

 

USB_Logging_02.png




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also 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".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly 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 maybe answered on weekends, bank holidays or personal holidays.