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[FAQ] Time and Date flashing or unable to set time correctly

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Polycom Employee & Community Manager

[FAQ] Time and Date flashing or unable to set time correctly

Incorrect Time or Time and Date flashing

 

The Polycom phones utilize the DHCP Option 42 or Option 2 in order to receive a Time Server address (SNTP / NTP) and Option 2 as an GMT Offset.

 

More details can be found => here <=

 

Note: There is no option to set the Time or Date to a manual Value.

 

If the two options suggested below are unavailable then the Clock and Date functionality can be turned off via the Phones GUI:

 

Menu key => Settings => Basic => Preferences => Time and Date

 

DisableClock.png

 

Or via a configuration File using the provisioning method:

 

<time up.localClockEnabled="0"/>

 

 

Option 1: No time Server or Offset provided via DHCP:

 

If no Time Server is provided when receiving the DHCP Offer then the phone will just flash the Time and Date in the Display.

 

DHCPOfferNoTimeServer.PNG

 

NOTE: Above extract from a Wireshark Trace does show a DHCP Offer  without a Time Server or Offset.

 

DHCPOfferNoTimeServerPhoneLog.PNG

 

NOTE: Above extract from a Phone Log does show a DHCP Offer  without a Time Server or Offset.

 

A Time Server can be specified using the Phones Web Interface as shown below using:

 

UC or SIP Software 3.3.5 or older 

 

PreUCSoftwareTime.PNG

 

UC Software 4.0.0 or later

 

UCS400TimeServer.PNG

 

Or via a configuration File using the provisioning method.

 

<time device.set="1" device.sntp.serverName.set="1" device.sntp.serverName="pool.ntp.org" device.sntp.gmtOffset.set="1" device.sntp.gmtOffset="3600" />

 

Download the attached Manual_NTP.ip and Unzip and Import via the Web Interface Utilities > Import & Export Configuration > Import Configuration

 

Note: Please be aware that the gmtOffset parameter affects the timezone. 3600 would be GMT +1 ! 

 

My colleague Jeff Schertz shows => here <= how to change the offset via a DHCP server.

 

Option 2: Time Server and/or Offset provided via DHCP but are not desired:

 

If a DHCP Server offer is received and it is not desired to use the offered the Time Server or offset time then the following can be used:

 

DHCPOfferWithTimeServerAndOffset.PNG

 

NOTE: Above extract from a Wireshark Trace does show a DHCP Offer with a Time Server and Offset.

 

<time tcpIpApp.sntp.address.overrideDHCP="1" tcpIpApp.sntp.address="pool.ntp.org" tcpIpApp.sntp.gmtOffset.overrideDHCP="1" tcpIpApp.sntp.gmtOffset="0" />

 

Download the attached DHCP_override.zip and Unzip and Import via the Web Interface Utilities > Import & Export Configuration > Import Configuration 

 

Note: Please be aware that the gmtOffset parameter affects the timezone. 0 would be GMT! 

 

Option 3 verifying the NTP exchange:

 

Below shows a Polycom phone querying the NTP server and the NTP server replying with the current time

 

NTP_trouble.png

 

If troubleshooting via Wireshark is not a possibility the phone's log functionality can be used.

 

Either setting the relevant log level via a configuration file:

 

<time log.level.change.so="3"/>

 or changing this via the Web Interface:

 

NTP_troubleshooting_01.PNG

 

The Phones log will then show the query of the NTP server:

 

NTP_troubleshooting_02.PNG

 

Note: Please be aware that the build-in Log functionality was only added in the UCS 4.0.0 software version. Before that, a provisioning or syslog server is needed to receive the phone's logs!

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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