Polycom 1725-11530-310 guide

5

Troubleshooting Your SoundPoint IP / SoundStation IP Phones

This chapter provides you with some tools and techniques for troubleshooting SoundPoint IP / SoundStation IP phones and installations. The phone can provide feedback in the form of on-screen error messages, status indicators, and log files for troubleshooting issues.

This chapter includes information on:

•BootROM Error Messages

•Application Error Messages

•Status Menu

•Log Files

•Testing Phone Hardware

This chapter also presents phone issues, likely causes, and corrective actions.

Issues are grouped as follows:

•Power and Startup

•Controls

•Access to Screens and Systems

•Calling

•Displays

•Audio

•Upgrading

Review the latest Release Notes for the SIP application for known problems and possible workarounds. For the latest Release Notes and the latest version of this Administrator’s Guide, go to Polycom Technical Support at http://www.polycom.com/support/voice/.

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Polycom 1725-11530-310 manual Troubleshooting Your SoundPoint IP / SoundStation IP Phones

Contents

SIP 3.1.2B Copyright Notice Disclaimer About This Guide Administrator’s Guide SoundPoint IP / SoundStation IP Contents Administrator’s Guide SoundPoint IP / SoundStation IP Contents Troubleshooting Your SoundPoint IP / SoundStation IP Phones Contents Administrator’s Guide SoundPoint IP / SoundStation IP SoundPoint IP Desktop Phones Introducing the SoundPoint IP / SoundStation IP Family Administrator’s Guide SoundPoint IP / SoundStation IP SoundPoint IP SoundPoint IP 550/560 SoundPoint IP 600/601 SoundStation IP Conference Phones Currently supported conference phones are SoundStation IP Key Features of Your SoundPoint IP / SoundStation IP Phones SoundPoint IP 600 Administrator’s Guide SoundPoint IP / SoundStation IP Overview SoundPoint IP / SoundStation IP Phones on Where SoundPoint IP / SoundStation IP Phones Fit Session Initiation Protocol Application Architecture BootROM Application Master Configuration Files Application Configuration Files Configuration Application Configuration Files Resource Files Ring tones Synthesized tones Contact directories Available Features Overview Microsoft Live Communications Server Overview Administrator’s Guide SoundPoint IP / SoundStation IP New Features in SIP Administrator’s Guide SoundPoint IP / SoundStation IP Setting up Your System Dhcp or Manual TCP/IP Setup Setting Up the Network For more information on Dhcp options, go to FTP Tftp Http Https Supported Provisioning Protocols Certificate Authority List on page C-1 Modifying the Network ConfigurationMain Menu Dhcp Menu Server Menu Ethernet Menu Syslog Menu Phone IP Address EM PowerName Possible Values Description Dhcp Client Dhcp Menu Possible Name Values Description MenuSection, Server Menu Menu Server Menu Or later. Passive FTP is still supported Dhcp on page C-23Name Possible Values Description Server. Refer to Supported Provisioning Protocols on This will be ignored Password these characters if they are correctly escapedUsing the method specified in RFC Password, this will be ignored Setting unless you want to disable the PC port SettingEthernet menu Refer to Basic Logging level/change/ and render Setting Up the Boot Server These permissions, but will not be able to upload files Information, contact your Certified Polycom ResellerCreate account and home directory Each phone may open multiple connections to the server SoundPointIP-dictionary.xmlone of each supported language Deploying Phones From the Boot ServerYou must decide on a boot server security policy Sip.cfg Phone1.cfg 000000000000.cfg Directory~.xml Provisioning Phones Configuration Files on page C-4 SIP/ on page A-10 Configuration on page A-4PhoneMACaddress.cfg 5EL@ Provisioning SoundStation IP 7000 Phones Using CLink Supporting SoundPoint IP and SoundStation IP Phones Upgrading SIP Application Supporting SoundPoint IP 300 and 500 Phones To upgrade your SIP application Administrator’s Guide SoundPoint IP / SoundStation IP Configuring SoundPoint IP / SoundStation IP Phones Locally Setting Up Basic FeaturesThis chapter also provides instructions on Administrator’s Guide SoundPoint IP / SoundStation IP Call Log Call TimerCall Waiting Calling Party Identification Called Party IdentificationMissed Call Notification Customizable Audio Sound Effects Context Sensitive Volume ControlCentral boot server Connected Party Identification Saf/ on page A-30 or Sound Effects se/ on page A-31 Message Waiting IndicationDistinctive Incoming Call Treatment Messages and voice messages are waiting Xml Local Distinctive RingingDistinctive Call Waiting Address-directory Handset, Headset, and Speakerphone Do Not Disturb116 Userpreferences/on page A-107 Local Contact Directory ?xml version=1.0 encoding=UTF-8 standalone=yes ? directory DirectOry.xml Xml Space is added between first and last names DirectoryElement Permitted Values Interpretation UTF-8’s variable length encoding 7000, the maximum speed-dial index is Local Digit MapAuto-reject Soft Key Activated User Interface Microphone MuteSpeed Dial Time and Date Display Boot server Ethernet Idle Display Animation Ethernet Switch Their phone Graphic Display BackgroundsYour choice AutoOffHook/ on page A-112 Automatic Off-Hook Call PlacementCall Hold For images, select a filename. For example Hold/localReminder/ on page A-67 Call Transfer Manage Conferences Local / Centralized Conferencing Call Forward Directed Call Pick-Up Last Call Return Setting Up Advanced FeaturesGroup Call Pick-Up Call Park/Retrieve Configuring Your System Feature Key Layouts on page C-12 Configurable Feature Keys Multiple Call Appearances Multiple Line Keys per Registration Shared Call Appearances Bridged Line Appearance Busy Lamp Field Attendant.uri Customizable Fonts and IndicatorsEchnicalBulletinspub.html Live Communications Server 2005 Integration on Server Sip.cfg Central bootInstant Messaging Multilingual User Interface Fonts, refer to Fonts font/ on page A-72 Swedish Call Progress Patterns on page A-33 Synthesized Call Progress TonesMicrobrowser Saf/ on page A-30 Real-Time Transport Protocol Ports Corporate Directory Network Address TranslationNat/ on page A-120 Settings Basic Preferences Corporate Directory View This section contains the following information 670 have a functioning USB port Recording and Playback of Audio CallsDisplay Daisy-Chaining Phones Provisioning Phones Over CLink Efk Efklist Efkprompt Version Special Characters Enhanced Feature Keys This element contains the following parameters This element describes behavior of enhanced feature keyEfk Efklist This element describes the behavior of the user prompts Efkprompt Special Characters VersionVersion efk.version=2 Macro Action Macro Action Prompt Macro Substitution Expanded Macros Dependentand may require the addition of star codes Using Invite if no active call or Dtmf if an activePrompt Macro Substitution Call. The use of refer method is call server Contact Directory File Format on Collected. The macros are case sensitivePrompt is not required for every macro Expanded Macros Examples Action string Configuration File ChangesEnhanced Feature Key XML Files Action String Example Contact Directory Changes Using Call Park KeyWell as others mapped to Park Return and Call Pickup Configurable Soft Keys MyStatus and Buddies Hold, Transfer, and Conference New Call End Call Split Join Forward Softkey.feature.newcall = Update the sip.cfg configuration as follows103 Update sip.cfg as follows Voice Mail Integration Server server/ on page A-7 Multiple Registrations Server Redundancy Automatic Call DistributionServer/ on page A-7, and Registration reg/ on page A-107 DNS SIP Server Name Resolution For Outgoing Calls Invite Fallback Configured Phone ConfigurationPhone Operation for Registration Presence Examples on Boot server Address-directoryMicrosoft Live Communications Server 2005 Integration Immediately with business contacts Roamingprivacy/ on page A-123 Roamingbuddies/ on page A-122 Refer to Roaming Privacy roamingprivacy/ on page A-123 Refer to Roaming Buddies roamingbuddies/ on page A-122 Set the reg.x.server.y.address to the LCS server name Set reg.x.auth.password to the LCS passwordLocate the roamingprivacy attribute Web Content Examples User Interface Signaling Changes Access URL in SIP Message Web Content Status Indication Settings Menu Static DNS Cache Example Dns.cache.A.1 , dns.cache.A.2 , and so on Set to null to force SRV lookups Display of Warnings from SIP Headers Setting Up Audio Features Dynamic Noise Reduction Treble/Bass Controls Low-Delay Audio Packet TransmissionJitter Buffer and Packet Error Concealment Voice Activity Detection DTMF/ on page A-28 Acoustic Echo CancellationDtmf Tone Generation Dtmf Event RTP Payload Following table summarizes the phone’s audio codec support Audio CodecsEffective Comfort Noise Fill Background Noise SuppressionOn page A-38 and Codec Profiles audioProfile/ on page A-41 Automatic Gain Control IP Type-of-ServiceIeee 802.1p/Q Threshold Three types of quality reports can be enabledPeriodic-Generated during a call at a configurable period Voice Quality Monitoring Monitoring/ on page A-52 Setting Up Security FeaturesDynamic Noise Reduction Treble/Bass Controls Tinspub.html Local User and Administrator Privilege LevelsCustom Certificates Pwd/length/ on page A-89 Secure Real-Time Transport Protocol Incoming Signaling ValidationConfiguration File Encryption Configuration changes can performed locally Configuration on page A-124 Configuring SoundPoint IP / SoundStation IP Phones LocallyDevice.cfg Passwords Troubleshooting Your SoundPoint IP / SoundStation IP Phones BootROM Error Messages Error Messages Application Error Messages Status Menu Log Files Scheduled Logging Manual Log Upload Following figure shows a portion of a boot log file Reading a Boot Log Reading an Application Log Testing Phone HardwareFollowing figure shows a portion of an application log file Symptom Problem Corrective Action Power and Startup Controls To Rebooting the Phone on Access to Screens and Systems Calling Phone on page C-10 Displays Inspub.html AudioUpgrading Oice/soundpointip/VoIPTechnicalBullet Administrator’s Guide SoundPoint IP / SoundStation IP Configuration Files Master Configuration Files One will cause a reboot loop CONFIGFILES=phone1MACADDRESS.cfg, sip.cfg MISCFILES= Application Configuration Configuration Files This attribute includes This configuration attribute is defined as followsAttribute Permitted Default Interpretation Values Protocol voIpProt If voIpProt.server.x.transport is set to Permitted Attribute Values Default InterpretationIf voIpProt.server.x.address is a VoIpProt.server.x.transport is set to VoIpProt.server.x.address is an IP VoIpProt.SIP.lcs To 1 default is Parameter if set to 1 when the parameter Permitted Attribute Values Default Interpretation Reg.x.auth.optimizedInFailover takes Ept = 325,326,327,328,329,330 This attribute also includesLcl.ml.lang.tags.x in Multilingual ml Outbound Proxy outboundProxy May have a negative performance impact Due to the additional signaling requiredAlert Information alertInfo Request Validation requestValidation Special Events specialEvent Conference Setup conference Dialplan.applyToCallListDial Supported when configured with the valuesDial Plan dialplan UDP, TCP, or TLS Digit Map digitmap Routing routing This attributes also includes Configuration Files Server server Emergency emergency Attribute Permitted Values Default Interpretation Multilingual ml Date and Time datetime Localization lclServer server Emergency emergency Lcl.ml.lang.menu.3 Attribute Permitted Values InterpretationLcl.ml.lang.menu.1 Lcl.ml.lang.menu.2 Zh-cn,zhq=0.9,enq=0.8 Lcl.datetime.date.longFormatLcl.datetime.date.dateTop Lcl.ml.lang.tags.1 = Optional Set lcl.ml.lang to be the new languageregion string Permitted Attribute Values Interpretation User Preferences up OnIntensity value OnIntensity, it will be replaced with Dual Tone Multi-Frequency Dtmf Chord-Sets chord Tones tones Disabled Only be enabled when tone.dtmf.viaRtp is Be enabled when tone.dtmf.viaRtp is Sampled Audio for Sound Effects saf Following table, x is the sampled audio file number Sound Effects seTo SoundPointIPWelcome.wav Instruction Meaning Example Patterns pat Ring type rt Call Progress Patterns Miscellaneous PatternsCall progress Use within phone Pattern number Ringer Patterns Ringer pattern number Default descriptionCall progress Pattern number Use within phone Miscellaneous Pattern number Use within phone Miscellaneous Patterns Patterns on page A-34 SequentialDefined in Call Progress Patterns on page A-33 Voice Settings voice Codec Preferences codecPref Following voice codecs are supportedThese codecs include Codec Preferences codecPref Codec Profiles audioProfile Permitted Attribute Values Default Interpretation Voice.codecPref.IP7000.G722 Codec Profiles audioProfile Attribute Default Attribute Default Attribute Default Acoustic Echo Cancellation aec Acoustic Echo Suppression aes Background Noise Suppression ns Feature Receive Equalization rxEq Transmit Equalization txEq Attribute Default If voice.vadEnable is set to 0, add attribute line Voice.vadEnable parameterCentral Report Collector collector Alert Reports alert Central Report Collector collector Server server RTCP-XR rtcpxrNable.periodic is set 1, since Alert Reports alert Ethernet Ieee 802.1p/Q ethernet IP TOS IP Quality of Service QOSFollowing settings control the 802.1p/Q userpriority field RTCP-XR rtcpxr RTP rtp Call Control callControl These parameters apply to RTP packetsCall Control callControl Other other RTP rtp Qos.ip.callControl… Basic TCP/IP Tcpip Attribute Permitted Default Values Permitted Attribute Values Default Interpretation Stop.dayOfWeek If fixedDayEnable is set toStart.dayOfWeek Start.date is ignored TcpIpApp.port.rtp.filterByPort Must be enabled for this to workRTP rtp TcpIpApp.port.rtp.filterByIp Web Server httpd Default value is usedValue that is out of range, Configuration cfg Call Handling Configuration call If call.stickyAutoLineSeize is set to 1, this Reg.x.callsPerLineKey. Refer to Registration Value if your organization uses a different call Shared Calls shared Hold, Local Reminder hold/localReminderSoundPoint IP 330/320 only BroadWorks calls server only. You must change Key will resume a call whereas pressing ServersIP 4000, 6000, and 7000 phones. For other Phones a quick press and release of the line Dir.local.volatile.8meg, this Directory dirLocal Directory local Corporate Directory corp Dir.local.volatile.4meg By # SoundPoint IP 320/330 is disabledRead only, speed dial entry on Enter the speed dial index followed Used for display purposes only Prevents slow behavior after exiting Dir.corp.viewPersistence600, and 601 legacy phones, use Leg tagged parameter. This Fonts font Presence pres SoundPoint IP 550, 560, 600, 601, 650, SoundPoint IP 320, 330, 430, 500 IP330 font IP330 Keys key This configuration attribute is defined as follows Functions Following table lists the functions that are available Backgrounds bg Built-in default solid pattern is displayed Same to display correctly on grayscale Darkens the graphic during preview Individual phone when the user lightens or Following indicators are used by the phone Indicators indBitmaps bitmap IP500/, IP600/, IP4000/, Platform IP300/, IP 330/, IP400IP7000/ on page A-80 IP300/, IP330/, IP400/, IP500/, IP600 Attribute Permitted Interpretation ValuesIP4000/, and IP7000/ tag above Following table, x is the LED number LEDs led Level Interpretation Event Logging log Two types of logging are supported Three formats are available for the event timestampType Example Syslog Menu on Log.render.level maps toYou do not change this value Uploaded if no new events have Set starting with log.sched.x where x identifies the taskSupport append mode unless Server is set up for this Security sec Encryption encryption Password Lengths pwd/length License license RAM Disk ramdisk Provisioning prov Request request Delay delayValue Feature feature Finder finder Quotas quotas Resource res Value. For the SoundStation IP 6000 Phones, this value is internally replaced by 2XPhones, this value is internally replaced by 4X Replaced by 4X the value Microbrowser mbSoundStation IP 4000, 6000, and 7000 phones This value is internally replaced by 2X the value. For 7000 phones Miscellaneous XML errors can occur onSoundPoint IP 430, 501, 550, 560, 600 650, and 670 and SoundStation IP 4000 Function is selected If mb.main.idleTimeoutUsed. Refer to User Preferences up/ on Detrimental effect on performance of the phone Applications apps Non-Null values Apps.push.password must be set to non-NullValues DNS Cache dns Peer Networking pnetNaptr NAPTR/ attribute SRV SRV Http//tools.ietf.org/html/rfc2915 Http//tools.ietf.org/html/rfc2782 Macro Definition on Soft Keys softkey Permitted Attribute Values Default Interpretation For this soft key to be displayed New Call and Callers soft keys Parameters include Per-Phone Configuration User Preferences userpreferences Registration reg A-7 Is non-Null, all of the reg.x.server.y.xxxParameters will override the parameters Specified in sip.cfg in Server server/ on Shared line counts as a call for every phone Refer to Call Handling Configuration callSharing that registration If reg.x.serverFeatureControl.cf is not VoIpProt.SIP.strictLineSeize is Calls call More information, refer to SIP SIP/ on Set to 1 enabled, this parameter is ignored. ForSylantro call server only If call.missedCallTracking.x.enabled is Parameter is enabled Forwarding is enabled, thisDiversion divert Divert.x.contact will be Calls can be automatically diverted when the phone is busy Plan dialplan/ on page A-17 Enabled, this parameter isServer-base call forwarding is Dialplan.x.digitmap is not Dialplan.x.applyToUserDial When present, and if Digit Map digitmap/ on Chosen. Refer to Voice Mail Integration on Message Waiting Indicator mwiMessaging msg Server/ on page A-118 Network Address Translation nat Attendant attendant VoIpProt.local.signalPort in sip.cfg Value 0 if the call server is Microsoft Live Roaming Buddies roamingbuddiesCommunications Server VoIPProt.SIP.lineSeize.retries, Roaming Privacy roamingprivacyUser Preferences userpreferences VoIpProt.SIP.strictLineSeize Flash Parameter Configuration For example, if device.net.ipAddress.set = EnabledSetup on This flash attributes are defined as follows Server address is preserved Render/ on page A-86 Refer to Basic Logging level/change/Menu on Administrator’s Guide SoundPoint IP / SoundStation IP Session Initiation Protocol SIP RFC and Internet Draft Support Following SIP request messages are supported Request SupportMethod Supported Following SIP request headers are supported Header SupportHeader Supported Header Supported Following SIP responses are supported Response SupportResponse Supported 3xx Responses Redirection 5xx Responses Server Failure Third Party Call Control Hold ImplementationReliability of Provisional Responses Transfer Bridged Line Appearance Signaling Shared Call Appearance Signaling Trusted Certificate Authority List Miscellaneous Administrative Tasks Administrator’s Guide SoundPoint IP / SoundStation IP Miscellaneous Administrative Tasks Encrypting Configuration Files Encryption/ on page A-89 Changing the Key on the PhoneOption. This shows the digest field Encrypted and unencrypted file are the same Model Width Height Color Depth Adding a Background Logo Color RGB Values Decimal Hexadecimal RGB ValuesModel Associate Parameter IP500 IP500 BitmapsIP300 IP300 IP330 IP330 IP400 Migration Dependencies BootROM/SIP Application DependenciesAnimations Indicators Model BootROM SIP Application Multiple Key Combinations IP 301 The two Line keys and the Up and Down arrow keys BootROM until the password prompt appearsIP 4000 and 6000 6, 8 and * dial pad keys About three seconds Key ID Function Default Feature Key LayoutsSoundStation IP 4000, 6000, and 7000 models SoundPoint IP SoundPoint IP 320/330 SoundPoint IP OPER0 14 # 12 11OPER Key ID SoundPoint IP 550/560/600/601/650/670 SoundStation IP Key ID Internal Key Functions Label Function LCR Label Function VLAN-A=10 VLAN-A=0x0a VLAN-A=012 Assigning a Vlan ID Using Dhcp Parsing Vendor ID Information Miscellaneous Administrative Tasks Product Name Model Name Product Part Number Product, Model, and Part Number Mapping Disabling PC Ethernet Port Select Save ConfigPress Administrator’s Guide SoundPoint IP / SoundStation IP Third Party Software OpenSSL Third Party Software Zlib Copyright and Permission Notice Administrator’s Guide SoundPoint IP / SoundStation IP Numerics Index Administrator’s Guide SoundPoint IP / SoundStation IP IP TOS call control callControl A-58 IP400 font A-74 Dhcp Administrator’s Guide SoundPoint IP / SoundStation IP SDP SDP A-9 Sipsip A-10 POLYCOM, INC Application Programming Interface License API License Agreement for Development Purposes Support Services Export Controls Page Addendum to SIP 3.1 Administrator’s Guide Electronic Hookswitch Graphic Display Backgrounds New or Changed FeaturesDistribution Zip File Backlight Intensity Configuration File ChangesMetrics for listening and conversational quality Gains gain Transmit Equalization txEq Receive Equalization rxEq Background bg Administrator’s Guide Addendum for the SoundPoint IP Multiple Key Combinations and Default Key Layout Key ID Administrator’s Guide Addendum for the SoundPoint IP Graphic Display Backgrounds Multilingual User Interface Frame feature refer to Digital Picture Frame on Picture is displayed when the phone starts up the first time Video Transmission Mode, and Local Camera View Settings Basic Video Video Call Settings, Video ScreenThrough Settings Basic Video Camera Settings LocalCameraView/ on CodecPref/on page 1-12 and Codec Profiles codecPref/ on Video Codecs On page 1-17 and Codec Profiles audioProfile/ on Digital Picture Frame Developer’s Guide, which can be found at LCD Power SavingPolycom VVX 1500 phone or through a computer using Application Launch Pad Configuration File Changes These configuration attributes are defined as follows Application Configuration File ChangesBg.VVX1500.color.bm.1.name to Camera Controls camera Local Camera View localCameraView These attributes also include Camera Controls camera Codec Preferences codecPref Codec Profiles codecPref BufferMin + Codec Profiles codecPrefVideo.profil H264.jitter TterBufferMin H2631998.ji SDP Codec Preferences codecPref Codec Profiles audioProfile Codec Preferences codecPref Codec Profiles audioProfile Gains gain Receive Equalization rxEq Other qos.ip.rtp.video… Qos.ip.rtp.video… parameters Polycom VVX 1500 only This new configuration attribute is defined as follows Polycom.com Mb.main.1.url=PicFrameHpad/geticonPicFrame Mb.main.1.text=Picture Frame Per-Phone Configuration File Changes Flash drive up.pictureFrame.folder These new configuration attributes are defined as followsSet up.pictureFrame.folder to Images/phone 3725