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Soundstation IP6000 - cannot register on Cisco Call Manager

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Soundstation IP6000 - cannot register on Cisco Call Manager

I'm having issues registering an IP6000 on our Call Manager system, I've already installed around a dozen of these over the last few years but this one refuses to register.

 

CUCM v10.5

IP6000 v4.0.8.1972

 

I've raised this with support but they've fobbed me off to the forum,can anybody help deciphering these logs in the hope they offer some clues ..

 

000119.059|cfg  |4|03|Prov|Download of master configuration file failed
000119.059|cfg  |4|03|Prov|Trying to boot from existing configuration
000119.059|cfg  |4|03|Prov|Provisioning failed
000119.060|cfg  |*|03|Prov|Finished updating configuration
000119.369|copy |4|03|SSL_connect error SSL connect error.Unknown SSL protocol error in connection to ztp.polycom.com:443
000119.650|copy |4|03|SSL_connect error SSL connect error.Unknown SSL protocol error in connection to ztp.polycom.com:443
000120.383|copy |4|03|SSL_connect error SSL connect error.Unknown SSL protocol error in connection to ztp.polycom.com:443
000120.658|copy |4|03|SSL_connect error SSL connect error.Unknown SSL protocol error in connection to ztp.polycom.com:443
000121.372|copy |4|03|SSL_connect error SSL connect error.Unknown SSL protocol error in connection to ztp.polycom.com:443
000121.669|copy |4|03|SSL_connect error SSL connect error.Unknown SSL protocol error in connection to ztp.polycom.com:443
000121.669|log  |4|03|UtilLogC::uploadFifoLog: upload error. protocol 0 result = -1
000121.669|log  |4|03|Failed to upload boot log on start up.
000123.762|copy |4|03|SSL_connect error SSL connect error.Unknown SSL protocol error in connection to ztp.polycom.com:443
000124.032|copy |4|03|SSL_connect error SSL connect error.Unknown SSL protocol error in connection to ztp.polycom.com:443
000124.768|copy |4|03|SSL_connect error SSL connect error.Unknown SSL protocol error in connection to ztp.polycom.com:443
000125.043|copy |4|03|SSL_connect error SSL connect error.Unknown SSL protocol error in connection to ztp.polycom.com:443
000125.765|copy |4|03|SSL_connect error SSL connect error.Unknown SSL protocol error in connection to ztp.polycom.com:443
000126.036|copy |4|03|SSL_connect error SSL connect error.Unknown SSL protocol error in connection to ztp.polycom.com:443
000126.036|cfg  |4|03|Web|[cfgSaProcessRequestC] Failed to download language file from provisioning server, request path Website_dictionary_language_en-us.xml
000126.036|utilm|4|03|uBLFCompressed: File /ffs0/languages/Website_dictionary_language_en-us.xml.zzz does not exist or is empty
000126.036|cfg  |4|03|Web|[cfgSaProcessRequestC] Website_dictionary_language_en-us.xml Language file doesn't exist in cache
000126.036|cfg  |4|03|Web|[cfgSaProcessRequestC] Website_dictionary_language_en-us.xml Language file doesn't exist in phone flash

 

Do these logs even hint at what the issue could be?

 

Thanks in advance for any help

 

Message 1 of 2
1 REPLY 1
Polycom Employee & Community Manager

Re: Soundstation IP6000 - cannot register on Cisco Call Manager

Hello @Shewie ,

 

Welcome to the Poly Community.

 

Usually, we ask for this:


Both the communities Must Read First and the FAQ reference the basic minimum information a new or follow up post should contain.

This ensures the questions having to be asked are limited and any new or follow up post contains the right amount of details to ensure any voluntary participant within the community does not spend additional time chasing basic information.

As a reminder the basic information asked for:

 

  • Provide the exact Software Version of your Phone
  • Provide the Phone Model
  • Provide the Call Platform (aka openSIP,Teams, Skype for Business Online, Skype for Business on Premise, Lync)
  • Provide details if UC / SIP or ObiEdition
  • Additional Poly Infrastructure (RPRM,PDMS or BToE)
  • If applicable provide a backup of the phone in question

UC Software 4.0.0 or later via the Web Interface Utilities > Phone Backup & Restore > Phone Backup > Phone Backup. Please rename into .TXT or Zip the file to attach.
Since UC Software 5.9.0 simply provide this via the Web Interface Diagnostics > Download Support Information Package

  • If possible provide a Log and either attach them or use the Code Tag.Consult the Troubleshooting Section found within the FAQ if applicable
  • If possible provide the MAC Address or Serial of the device
  • Provide details for example if the issue is a day 1 issue or only happened after an upgrade or any other relevant details
  • For questions around Support please check here

 

Whilst providing some of these details may not directly impact any possible answer the community can provide, it does enable Poly to have an overview of the current software used. In addition, providing all details at the same time allow us to check logs or look up potential support partners if an issue needs to come into support. It also enables us to verify the entitlement for using features.

 

We do not have any complete logs so I am assuming that most likely you are not using the same version of BootROM as UC Software. Example UC Software 4.0.8 would use BootROM/Updater 5.0.8

 

They need to match as the BootROM/Updater also receives updates like certificates etc.

 

000119.369|copy |4|03|SSL_connect error SSL connect error.Unknown SSL protocol error in connection to ztp.polycom.com:443

The Unit cannot connect to the Poly ZTP server. Are you using ZTP?

 

The log itself does not show any SIP messages we could try and help you with.

 

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

Resolution: Please check => here <=

 

If this fails you would need to open a ticket.


In order to raise a support ticket, you need to work with your Poly reseller as they may need to do this for you.

End Customers are usually unable to open a ticket directly with Poly support.

If this is some sort of an Internet discounter providing your MAC address or your Poly devices serial will enable us to look up who would be able to support you. This may not be who you purchased the Poly device from.

If the unit is no longer within the warranty please be prepared to Pay Per Incident / PPI. This is all outlined in detail here

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

Best Regards

Steffen Baier




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and maybe answered on weekends, bank holidays or personal holidays.
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