• ×
    Information
    Windows update impacting certain printer icons and names. Microsoft is working on a solution.
    Click here to learn more
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
  • ×
    Information
    Windows update impacting certain printer icons and names. Microsoft is working on a solution.
    Click here to learn more
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
Guidelines
The HP Community is where owners of HP products, like you, volunteer to help each other find solutions.
HP Recommended

Good Morning all,

 

We have a Polycom IP Soundstation 7000 registered to a broadsoft platform as a third party SIP device. This device seems to lose audio at random times and audio can be regained by putting the call on hold and resuming.

 

Normally we would attribute this to a mid-call Sip reinvite negotiating poorly but the problem doesnt seem to center itself around the times they happen. So I am in need of some phone logs.

 

After setting the logging to debug for the items I think are appicable and having the issue happen again I found myself at a loss on how to actually get the logs. Most of what I have read says they upload to a provisioning server but that is not going to work for us.

 

Long story short is there a way to remotely view the logs on the phone either in the GUI or by downloading them?

 

Thanks

 

Phone Model SoundStation IP 7000

Part Number 3111-40000-001 Rev. 1

SIP Software Version 3.3.3.0069

BootROM Software Version 4.3.1.0887

1 ACCEPTED SOLUTION

Accepted Solutions
HP Recommended

Chris1235711

welcome to the Polycom Community.

 

Firstly the Software Version that you are running is completely unsupported and superseded by multiple versions.

 

The latest supported version is UC Software 4.0.11 and offers debugging via the Web Interface.

 

If you insist staying on such old build the community's VoIP FAQ contains this post here:

Jan 19, 2012 Question: How to troubleshoot Polycom VoIP related Issues?

Resolution: Please check => here <=


The above Wireshark instructions and Syslog could be considered as an option.

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN

View solution in original post

1 REPLY 1
HP Recommended

Chris1235711

welcome to the Polycom Community.

 

Firstly the Software Version that you are running is completely unsupported and superseded by multiple versions.

 

The latest supported version is UC Software 4.0.11 and offers debugging via the Web Interface.

 

If you insist staying on such old build the community's VoIP FAQ contains this post here:

Jan 19, 2012 Question: How to troubleshoot Polycom VoIP related Issues?

Resolution: Please check => here <=


The above Wireshark instructions and Syslog could be considered as an option.

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.