Plantronics + Polycom. Now together as Poly Logo

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

Highlighted
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
Poly Trio or CCX 10240

 

Verify the log timestamp

 

0227184211|copy |4|03|Configuration of URL failed

 

Above shows an example time Stamp once the phone has successfully received an NTP time.

 

Before this, the phone can only display the time elapsed since booting the phone. This is especially important for any certificate verification and/or TLS.

 

The format usually is MMDDHHMMSS aka the above shows February the 27 and 18:42:11

 

No working NTP:

000052.432|sip |4|03|Registration failed User: 1041, Error Code:480 Temporarily not
available

 the above shows 52 seconds since the phone started.

----------------
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.

----------------

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 1 of 2
1 REPLY 1
Highlighted
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

----------------
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.

----------------

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