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 : firstname.lastname@example.org"
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
The Phone will show the additionally loaded Configuration files in the Config Section
Scrolling down will show the amount of accepted or wrong Parameters
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
Settings > Logging > Global Settings > Global Log Level Limit > Log File Size (Kbytes) >
|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.
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:
You can configure the USB Logging feature using the following parameter:
An example file to enable / disable this via the Web Interface => here <=. Simply download, Unzip and import
An active USB Stick is shown via an Icon:
USB Logs on a USB Stick:
Poly Trio or Poly CCX phone USB logs
Poly CCX & Trio phones simply can use a FAT32 formatted USB stick (32GB or smaller) to gather logs.
Simply copy a 00000000000.cfg file on the stick that comes with every UC Software download. An example file is attached. Simply download and unzip and copy to the USB Stick
This way simple logs and/or core dump files can be provided to Poly support.