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Phones are not getting the contact directory xml file

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Advisor

Phones are not getting the contact directory xml file

My VVX500 is not getting the 000000000000-directory.xml file from the FTP server.  I know the FTP server is working as the phones are getting updated cfg files.  I have checked the following:

- Local directory on the phone shows empty

- There is mac-directory.xml on created the FTP server

- I tried reset the phone to factory default and format phone's file system

- UCS on the phone is 4.1.2

My phone has Lync profile enabled.  Will it prevent the phone from getting the xml file?  Thanks.

 

Shawn

Message 1 of 4
3 REPLIES 3
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Polycom Employee & Community Manager

Re: Phones are not getting the contact directory xml file

Hello Shawn,

 

this sounds like an issue we had a similar report already (VESC-2153 / 1-238801021).

 

Please raise a ticket with Polycom support and quote above reference and provide the following:

 

Please raise a ticket with your Polycom reseller to bring this to the attention of Polycom support.

  • Wireshark Trace of the Phone booting up until issue is reproduced (if reproducible)
  • Phone Configuration files
  • -app.log and -boot.log as a complete set (via Syslog or FTP server with append allowed)

 

You will need the following Log Levels:

 

logs clist,1
logs cfg,1
logs curl,1

 

Best Regards

 

Steffen Baier

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

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 2 of 4
Highlighted
Advisor

Re: Phones are not getting the contact directory xml file

FYI, if I use FTP's IP instead of hostname, the phones are able to get the xml file.

I need to disable new message alert tone, and tried the following suggestion from another post, but it's not working.

<sound_effects>
        <patterns>
            <MISCELLANEOUS>
                <MESSAGE_WAITING
                se.pat.misc.1.name="message waiting"
              se.pat.misc.1.inst.1.type="chord"
              se.pat.misc.1.inst.1.value="0"
              se.pat.misc.1.inst.2.type="chord"
              se.pat.misc.1.inst.2.value="0"
              se.pat.misc.1.inst.3.type="chord"
              se.pat.misc.1.inst.3.value="0"/>
          </MISCELLANEOUS>
      </patterns>
   </sound_effects>

 

My VVX500 is running 4.1.2.

 

Shawn

Message 3 of 4
Polycom Employee & Community Manager

Re: Phones are not getting the contact directory xml file

Hello Shawn,

 

as mentioned the issue with the directory should be raised via your Polycom reseller.

 

In addition your new issue may be an example of pre- UCS 3.3.x Software.

 

Run it via the cfcUtility or check the se.pat.cat Parameter.

 

I am quite sure we already discussed that here in the community so the search should help or again raise it via your Reseller.

 

Best Regards

 

Steffen Baier

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

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 4 of 4