Issue provisoning- failes to download VVx 300

Anonymous · ‎03-02-2018

Hey all,

I have a VVX 300 phone that wont provsion it seems to fail downloading the config.

To start with i thought I could provion via the webinterface to another user when this started.via the Lines menu. but after doing so it make the accounted linked to it not work. i then factory reset this and put in the provisoinging server info, that did not work.

I have updated the firmware, factory reset the device and it still fails.

The user and password are correct

its a external providor we are connecting too. other phoens work in the building.

Server type - HTTP

Server address - http://xsp.myvoipphone.co.uk/dms/HVX_Polycom_VVX/

(has a user and PW but hidden)

here's the log from the phone

000819.065|cfg  |*|00|Prov|Starting to provision
000819.067|so   |4|00|Could not find IP address for SNTP server. DnsRetryPeriod 86400
000819.102|copy |4|00|[init] Failed to read login credentials and proxy mode is '3'
000819.103|copy |4|00|[performRedundant] Proxy connect result '0'
000819.209|brow |4|00|CWebLayoutMgr::handleProxyConfiguration Enter

000819.209|brow |4|00|CWebLayoutMgr::handleProxyConfiguration Default

000819.210|brow |4|00|CWebLayoutMgr::handleProxyConfiguration Exit

000819.226|cfg  |4|00|Prov|File transfer failed due to curl error code:22 and respCode:401
000819.232|copy |4|00|[init] Failed to read login credentials and proxy mode is '3'
000819.232|copy |4|00|[performRedundant] Proxy connect result '0'
000819.273|cfg  |4|00|Prov|File transfer failed due to curl error code:22 and respCode:403
000819.273|cfg  |4|00|Prov|Download of master configuration file failed
000819.274|cfg  |4|00|Prov|Trying to boot from existing configuration
000819.274|cfg  |4|00|Prov|Update configuration failed
000819.277|cfg  |4|00|Prov|Not setting device parameters since configuration was not updated.
000819.277|cfg  |*|00|Prov|Finished updating configuration
000819.313|so   |4|00|[MsgSoTR069Init] Start
000819.347|dectU|*|00|Initial log entry. Current logging level 4
000819.348|dectU|4|00|DECT_UPDATER SDectUpdaterS0: BaseEventInit: Wait, NotPaired
000819.356|copy |4|00|[init] Failed to read login credentials and proxy mode is '3'
000819.357|copy |4|00|[performRedundant] Proxy connect result '0'
000819.484|log  |4|00|UtilLogServerC::uploadFifoLog: upload error. protocol 0 result = 0
000819.485|log  |4|00|Failed to upload boot log on start up.
000819.490|copy |4|00|[init] Failed to read login credentials and proxy mode is '3'
000819.490|copy |4|00|[performRedundant] Proxy connect result '0'
000819.621|copy |4|00|Could not set the custom header Content-Range for HTTP/s request. Head request failed to get content-length of server file.
000819.623|copy |4|00|[init] Failed to read login credentials and proxy mode is '3'
000819.623|copy |4|00|[performRedundant] Proxy connect result '0'
000819.812|log  |4|00|UtilLogServerC::uploadFifoLog: upload error. protocol 0 result = 0
000821.350|dectU|4|00|DECT_UPDATER size of (updateStatusDetails) 384
000821.351|dectU|4|00|DECT_UPDATER Read Could not open file
000821.351|so   |4|00|[init] Failed to read login credentials and proxy mode is '1'
000821.352|so   |4|00|[soMainWriteBootProvProxies] Provisioning proxy resolve state '0'
000821.354|dect |4|00|Dect Base macId from config:. Len:0

SteffenBaierUK · ‎03-02-2018

Hello @Dafoxx,

welcome to the Polycom Community.

It is always useful to include the currently used UC Software version as issues experienced or a question asked may already be addressed in a newer release.

This also allows yourself and others to check against current software release notes, Administrator Guides or FAQ post’s.

The above is also stated in the "Must Read First" and is the absolute minimum requirement every new post should include. .

In addition providing us with this basic information gives Polycom an idea what Software Versions are used in the field and avoids wasting time trying to troubleshoot issues which have already been addressed.

Therefore the Polycom VoIP FAQ contains this post here:

Question: How can I find out my SIP or UC Software Version of my Phone?
Resolution: Please check here

To answer your real question do you get any error messages ?

Your log was taken around 13 minutes after the phone booted and is a bit to short to suggest anything

000819.226|cfg  |4|00|Prov|File transfer failed due to curl error code:22 and respCode:401

The above indicates an Error but you would have to change some logging levels to get better details:

Settings > Logging > Global Settings > Global Log Level Limit > Debug
Settings > Logging > Global Settings > Global Log Level Limit > Log File Size (Kbytes) > VVX prior to 5.5.0 = 180 after 5.5.0 = 1000

Settings > Logging > Module Log Level Limits > Configuration > Event 2

Settings > Logging > Module Log Level Limits > CURL > Event 2

Settings > Logging > Module Log Level Limits > Copy > Event 2

Diagnostics > View & Download Logs > Clear

Then replicate the issue or reboot the phone and then

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

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

Anonymous · ‎03-06-2018

Sorry for the delay in getting back.

The only error it gives is unable to download config

As requested see attached log.

Phone Model    VVX 300
Part Number    3111-46135-002 Rev:A
MAC Address    00:04:F2:87:7B:50
IP Mode    IPv4
IP Address    192.168.0.153
UC Software Version    5.7.0.11768
Updater Version    5.9.0.9355

SteffenBaierUK · ‎03-06-2018

Hello @Dafoxx,

The MAC of the phone indicates that we sold this via British Telecommunications Plc back in 06/2014 so I would assume sometime in the last 3 1/2 years this unit worked.

The logs clearly show that when the phone requests it's own 0004f2877b50.cfg from the server we get a 401 back:

002731.576|copy |3|00|'http://hvxsip:****@xsp.myvoipphone.co.uk/dms/HVX_Polycom_VVX/0004f2877b50.cfg' from 'xsp.myvoipphone.co.uk(195.224.38.20)'
002731.576|copy |3|00|cfgProvSrvTypeGet()[3]
002731.577|curl |3|00|About to connect() to xsp.myvoipphone.co.uk port 80 (#0)
002731.577|curl |3|00|  Trying 195.224.38.20... 
002731.578|curl |3|00|the local port callback returned 0
002731.578|curl |3|00|Local port: 27689
002731.589|curl |3|00|Connected to xsp.myvoipphone.co.uk (195.224.38.20) port 80 (#0)
002731.608|curl |3|00|Connection #0 to host xsp.myvoipphone.co.uk left intact
002731.608|curl |3|00|Issue another request to this URL: '** not displayed **'
002731.609|curl |3|00|Re-using existing connection (#0) with host xsp.myvoipphone.co.uk
002731.609|curl |3|00|Connected to xsp.myvoipphone.co.uk (195.224.38.20) port 80 (#0)
002731.612|curl |3|00|Server auth using Digest with user 'hvxsip'
002731.692|curl |3|00|Authentication problem. Ignoring this.
002731.693|curl |3|00|The requested URL returned error: 401
002731.693|curl |3|00|Closing connection #0

The same when it falls back to the 000000000000.cfg

002731.701|copy |3|00|'http://hvxsip:****@xsp.myvoipphone.co.uk/dms/HVX_Polycom_VVX/000000000000.cfg' from 'xsp.myvoipphone.co.uk(195.224.38.20)'
002731.701|copy |3|00|cfgProvSrvTypeGet()[3]
002731.702|curl |3|00|About to connect() to xsp.myvoipphone.co.uk port 80 (#0)
002731.702|curl |3|00|  Trying 195.224.38.20... 
002731.702|curl |3|00|the local port callback returned 0
002731.703|curl |3|00|Local port: 30648
002731.714|curl |3|00|Connected to xsp.myvoipphone.co.uk (195.224.38.20) port 80 (#0)
002731.734|curl |3|00|The requested URL returned error: 403
002731.734|curl |3|00|Closing connection #0

but this time a 403.

I suggest you work with your Provider on this.

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

Anonymous · ‎03-07-2018

We are getting this error on VVX410s...but only on 2 new network circuits (a 500MB and a 1GB).
The original old dsl and 100MB circuits will handle the updates.
All are different provider ISPs.
We can't figure it out.

Though my quesiton to you...have you tried a different ISP?

Anonymous · ‎03-16-2018

From what ive manged to get from my VOIP Providor( I went to there office) ,

our provide has two systems a new and old platform, the phone dosnt work anymore for some reason on the old, but new platform it works fine.

Ours stop working when it was proprovisoned . The main network is on 3 diffrent Vlans, the phnnes dont seem to like that some times.

You can try updateing the firmware see if that helps.

On the Web UI of the set.

(Default info- Admin pw: 456 )

Head to utilities and select software upgrade.

Choose the latest and click install.

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