Cannot provision VVX 311 for RingCentral

[Anonymous]

We have tried multiple times to provision our Polycom VVX 311 for RingCentral with RingCentral support through the web interface unsuccessfully. RingCentral suggested we contact Polycom as it may be a firmware problem. Software version is 5.6.0.20009. Any suggestions?

[SteffenBaierUK]

Hello @smoc ,

Welcome to the Poly Community. We usually ask users to provide some if not all from below:

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, Zoom , BlueJeans and/or Hybrid Registration)
• 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.

As we do only know the software version and have no backup or log to look at I suggest you provide as much detail and logs with these settings and a backup:

Settings > Logging > Global Settings > Global Log Level Limit > Log File Size (Kbytes) > VVX after 5.5.0 = 1000

Settings > Logging > Module Log Level Limits > Copy Utilities > Event 3

Settings > Logging > Module Log Level Limits > Configuration > Event 3

Try to replicate how you are provision the phone to Ring Central and then provide the logs:

Diagnostics > View & Download Logs > Log File Type > App > Export

Utilities > Phone Backup & Restore > Phone Backup > Phone Backup

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

Best Regards

Steffen Baier

[Anonymous]

Attached is one log file as requested. I'll post another reply with second log file. Do they provide any insight as to the problem? Thank you!

[Anonymous]

This system will not allow me to upload the Phone Backup file. I get the error message: The attachment's 64167f2f2597_vvx311_01-01-1970_00-07.pbu content type (application/octet-stream) does not match its file extension and has been removed. Any suggestions?

[SteffenBaierUK]

As stated in my initial reply:

Please rename into .TXT or Zip the file to attach.

[SteffenBaierUK]

Hello @smoc 

looking the logs I see:

000046.501|copy |3|00|'https://pp.ringcentral.com/pp/64167f2f2597.cfg' from 'pp.ringcentral.com(199.255.120.237)'
000046.501|copy |3|00|cfgProvSrvTypeGet()[4]
000046.980|copy |3|00|Download of 'pp/64167f2f2597.cfg' FAILED on attempt 1 (addr 1 of 1)
000046.980|copy |*|00|Server 'pp.ringcentral.com' said 'pp/64167f2f2597.cfg' is not present
000046.980|copy |3|00|Update of '/ffs0/newinit.mac' failed, leaving local copy intact
000046.981|cfg  |4|00|Prov|File transfer failed due to curl error code:22 and respCode:404

The thing that maybe the problem is you have no NTP time aka your logs show no date or time.

Without this, we cannot establish a secure connection. I suggest you check this:

Jan 28, 2013 Question: Time and Date flashing or unable to set NTP time correctly

Resolution: Please check => here <=

Once this is fixed and you still cannot provision I suggest you work with Ring Central why your phone cannot download its configuration as this would be an issue on their end.

Best Regards

Steffen Baier