How to Troubleshoot Poly Virtual USB Connector for Zoom Rooms

[karlaz]

Scenario: Issues using the Poly Virtual USB Connector for Zoom Rooms with a compatible Poly Trio 8800 or Trio 8500 and the Zoom Room PC Application

Poly Virtual USB Connector is similar to the Poly BToE connector.

Note: Ensure the Zoom Room is set to using Poly Virtual USB Connector for Zoom Rooms, verify that the Microphone and the Speaker are set to Echo Cancelling Speakerphone (Poly V-USB Speakerphone).

It only requires installing on a PC and the Firewall rules should be set. If this needs to be manually amended, please ensure the following ports are open:
 

Protocol	Source	Source Port	Destination	Destination Port	Description
UDP	Trio	Ephemeral	PC	2080	Trio sends its IP address to V-USB on PC
TCP (TLS)	PC	Ephemeral	Trio	24804	V-USB connects to Trio using TLS
UDP	PC/Trio	24802	Trio/PC	24802	Secure audio
UDP	PC/Trio	24803	Trio/PC	24803	RTCP
TCP	Trio	Ephemeral	PC	9090	Zoom Room Controller to Zoom Room communication

Example wireshark test using a filter udp.port == 2080

Log File location:

C:\Users\%username%\AppData\Local\Poly\Poly Virtual USB Connector for Zoom Rooms\poly_VUSB_log.txt

In order to troubleshoot, a user may want to lower the logging level of the Poly Virtual USB Connector for Zoom Rooms to a debug level. 

NOTE: This should only be done if advised by Zoom or Poly Support!

Open the Windows Registry Editor:

For 64bit, navigate to HKEY_LOCAL_MACHINE > SOFTWARE > Wow6432Node > Poly > Poly Virtual USB Connector for Zoom Rooms
For 32bit, navigate to HKEY_LOCAL_MACHINE > SOFTWARE > Poly > Poly Virtual USB Connector for Zoom Rooms

Please change the “Log_Level” registry value to 4 (debug) or 5 (Verbose Debug).

 Trio Logging Levels:

• Settings > Logging > Global Settings > Global Log Level Limit > Debug
• Settings > Logging > Global Settings > Global Log Level Limit > Log File Size (Kbytes) > Trio 10240
• Settings > Logging > Module Log Level Limits > BToE > Debug

Logs after a restart of the Trio (Phone End):

0607141247|btoe |2|00|BToEDirectedPacketSend: Set up discovery for remote IP:172.19.141.51 size:16
0607141247|btoe |0|00| ac 13 8d 45 60 e4 07 02 02 00 00 00 07 02 02 02
0607141247|btoe |0|00|BToEDirectedPacket: Sent packet size len:16 ip:172.19.141.51
0607141247|btoe |0|00|Going to establish a TLS connection
0607141247|btoe |3|00|BToE-TLS: SSL connection established with the client
0607141247|btoe |0|00|SSL Connect is successful
0607141247|btoe |3|00|Host(172.19.141.69) is connected from(172.19.141.51)
0607141247|btoe |2|00|cBtoeAssociation Established new connection with PBC

Logs after a restart of the Trio (Zoom Room PC End):

[06/07/22 : 14:09:37]  Poly Virtual USB: Launching the discovery thread (PairMode: 3)...
[06/07/22 : 14:09:37]  Poly Virtual USB: discovery_server: 1168 Soft_device_state WAITING_FOR_CONNECTION
[06/07/22 : 14:09:37]  Poly Virtual USB: Waiting for IP-Phone Connection(on UDP).....
[06/07/22 : 14:12:48]  Poly Virtual USB: Received packet from 172.19.141.69(len 16)
[06/07/22 : 14:12:48]  Poly Virtual USB: VVX MAC ID 07:02:02:00:00:00
[06/07/22 : 14:12:48]  Poly Virtual USB: Received VVX Version from IPP is 7.2.2
[06/07/22 : 14:12:48]  Poly Virtual USB: Received the Poly Virtual USB protocol(2)
[06/07/22 : 14:12:48]  Poly Virtual USB ERR: (discovery_server:1369) Discovery soft device state discovery for proto(2)
[06/07/22 : 14:12:48]  Poly Virtual USB: TLS: TCP connection succeed
[06/07/22 : 14:12:48]  Poly Virtual USB: TLS: Received conn event
[06/07/22 : 14:12:48]  Poly Virtual USB: TLS: TCP connection successful (1716)
[06/07/22 : 14:12:48]  Poly Virtual USB: TLS: connected to VVX successfully
[06/07/22 : 14:12:48]  Poly Virtual USB: Final IP Address : 172.19.141.51
[06/07/22 : 14:12:48]  Poly Virtual USB: Adapter Type: 6  Desc : Intel(R) Ethernet Connection I217-LM
[06/07/22 : 14:12:48]  Poly Virtual USB: Adapter ID : {674A0E4F-1C03-4193-8227-F25CEB685471}
[06/07/22 : 14:12:48]  Poly Virtual USB: setConnectedInterface {674A0E4F-1C03-4193-8227-F25CEB685471}
[06/07/22 : 14:12:48]  Poly Virtual USB: Seeking Mode from IPP
[06/07/22 : 14:12:48]  Poly Virtual USB: Seeking gruu from IPP
[06/07/22 : 14:12:48]  Poly Virtual USB: Pair mode is "Kiosk"
[06/07/22 : 14:12:48]  Poly Virtual USB: Seeking Media Port from IPP
[06/07/22 : 14:12:48]  Poly Virtual USB ERR: (start_assoc_client: 719) IP Phone not signed in, On-behalf of IP-Phone send sign in request to LC
[06/07/22 : 14:12:48]  Poly Virtual USB: Seeking Media Port from IPP
[06/07/22 : 14:12:48]  Poly Virtual USB: Received Media Port from IPP is 24802
[06/07/22 : 14:12:48]  Poly Virtual USB: Notifying PBC Version 1.0.0.0056
[06/07/22 : 14:12:48]  Poly Virtual USB: Notifying PC IP Address 172.19.141.51
[06/07/22 : 14:12:48]  Poly Virtual USB: Notifying PC Lock status 0
[06/07/22 : 14:12:48]  Poly Virtual USB: playback ipp_addr = 1166873516 port= 24802
[06/07/22 : 14:12:48]  Poly Virtual USB: opened the Poly Virtual USB driver node.....