VVX450 + EM50 - Expansion Module Has Blank Screen

[LboroGaryP]

We have purchased six Poly VVX450 handsets with EM50 expansion modules. The phones are on a Cisco PoE network and connecting to MS Teams SIP Gateway via Poly Lens.

The phones are all on firmware 6.4.6.2656 and worked fine in our office during initial configuration.

Since deployment to users, though, several of the EM50 units have stopped working. They are powered, as the backlight is lit, but show nothing on the display and do not respond to key presses. The VVX450 continues to operate correctly.

(There seems to be no easy way of telling, remotely, if an EM50 is connected and operating, but we've found that going into the phone's webUI and trying to take a screen shot of the phone gives you the option of phone or expansion module if the EM50 is operating correctly)

We've tried:
- power cycling the phone and expansion module

- disconnecting and reconnecting the expansion module while the phone remains powered

- connecting a compatible PSU to the phone with PoE provisioned and without

None of the above solved the problem

Does anyone know how to get these working again?

[SteffenBaierUK]

Hello @LboroGaryP ,

welcome to the HP Poly community.

I would copy&paste this into a text file and store it with an ending .cfg and import it:

<web 
	log.render.level="0" 
	log.level.change.em="0" 
	log.level.change.app1="1" 
	log.render.file.size="1000" />

This way you can check the logs and see what is going on.

Our VoIP FAQ also has a REST API section that could potentially be used to check the status.

If all fails, and no other volunteer replies, I suggest you contact our Support organization in your region. Details are in my Signature.

Best Regards

Steffen Baier

[LboroGaryP]

Thanks Steffen, we're using Lens, so I made these changes through the webUI

Screenshot above of the changes in case it's helpful to anyone else.
I'll collect logs and see if it shows anything useful.

[LboroGaryP]

000026.108|app1 |*|00|EMhandler::SetEmImageVersion(): set 3111-48890-001=6.4.6.2240;3111-48890-021=8.0.0.5765;
000026.139|app1 |1|00|AppBrowserUiC::AppBrowserUiC configured main browser url = [], idle browser url - []
000026.142|hset |5|00|AppHeadsetMgrC::analogCfgInit: Hw S3rial 0 
000026.143|hset |5|00|AppHeadsetMgrC::analogCfgInit: cfgAnalogHeadsetOption 2 
000026.145|app1 |3|00| VDP feature is getting initialized
000026.149|app1 |2|00|[InitializeBacklightIntensity] m_nDefaultMin = 0, m_nDefaultLow = 8, m_nDefaultMed = 15, m_nDefaultMax = 31.
000026.175|app1 |3|00|
EMPG: inside app UI const delaytimer=180, can show pagination=0

000026.175|app1 |3|00|
EMPG: inside app UI timer incrementedi newtimer=180, can show pagination=0

000026.178|efk |*|00|Initial log entry. Current logging level 4
000026.210|app1 |2|00|BossAdmin
000026.210|app1 |2|00|Initializing BossAdmin Contacts
000026.212|app1 |2|00|[BossAdmin::setOneTouchActionOnRemoteCalls] one touch for displaying remote calls value is 0
000026.212|app1 |2|00|[BossAdmin::setEnhancedBossAdmin] one touch for displaying remote calls value is 0
000026.219|app1 |4|00|AppHybridC::termLclChg failed to find pCall
000026.219|app1 |2|00|[AppAudioC::SetAudioTerm] to SO = 2
000026.221|app1 |2|00|SetLineIcon nLind = -1, SoIcon[0]
000026.227|app1 |2|00|m_bRunTimeDirEnabled = 0 isEnabled =1
000026.231|app1 |4|00|EMhandler::updateEMdisplay is not connected
0719103021|em |*|00|Initial log entry. Current logging level 4
0719103021|app1 |3|00|current cpu load =87,m_nStartDelay = 107
0719103021|app1 |3|00|CPU is NOT stable and timeout NOT happened yet
0719103021|osd |*|00|Initial log entry. Current logging level 4
0719103021|app1 |3|00|current cpu load =98,m_nStartDelay = 106
0719103021|app1 |3|00|CPU is NOT stable and timeout NOT happened yet
0719103021|pgui |4|00|'Table Names' or 'Tables Data' update is not required due to unavailability of token (en) from the cached table list, notification ignored
0719103022|em |3|00|em Connected to SPIP Core application at 127.0.0.1:10010
0719103022|app1 |1|00|EM Process connected to polyapp


0719103026|em |3|00|EMLayoutMgr::onConnectTimeout - Exit
0719103027|app1 |2|00|[CDeviceAnalyticsUPtimeAnalytics::updateUptimeInfo] service: ProvisioningServer, status: Success, url: t41414.deviceprovisioning.dm.lens.poly.com, user: lboroprovisioning, 
0719103027|cfg |4|00|Web|[cfgSaProcessRequestC] Failed to download language file from provisioning server, request path Website_dictionary_language_en-gb.xml
0719103027|em |2|00|handlePXmlMsg PLCM_XML_EVENT processed 1 pairs but had 1 bytes left
0719103027|em |0|00|EM: Processing PXML Event 83 "EM:SetBackgroundImg"
0719103027|em |0|00|EMLayout BG Img path : $DEFAULT_BACKGROUND_IMAGE$
0719103027|app1 |1|00|AppC::turnOnBacklight: IsUserInput: 0
0719103027|app1 |3|00|current cpu load =99,m_nStartDelay = 95
0719103027|app1 |3|00|CPU is NOT stable and timeout NOT happened yet
0719103027|em |2|00|handlePXmlMsg PLCM_XML_EVENT processed 9 pairs but had 3 bytes left
0719103027|em |0|00|EM: Processing PXML Event 86 "EM:Config"
0719103027|em |2|00|handlePXmlMsg PLCM_XML_EVENT processed 1 pairs but had 1 bytes left
0719103027|em |3|00|There is a change in language[New Language(en) existing language()]
0719103027|em |0|00|EM: Processing PXML Event 30 "Action:Config"
0719103027|em |2|00|handlePXmlMsg PLCM_XML_EVENT processed 1 pairs but had 1 bytes left
0719103027|em |2|00|Layout Type is set to 0
0719103027|em |0|00|EM: Processing PXML Event 30 "Action:Config"
0719103027|em |2|00|handlePXmlMsg PLCM_XML_EVENT processed 1 pairs but had 1 bytes left
0719103027|em |0|00|EM: Processing PXML Event 30 "Action:Config"
0719103027|em |2|00|handlePXmlMsg PLCM_XML_EVENT processed 1 pairs but had 1 bytes left
0719103027|em |2|00|Database is set to 64167fb25157
0719103027|em |3|00|Database name changed to 64167fb25157
0719103027|em |0|00|EM: Processing PXML Event 30 "Action:Config"
0719103027|em |0|00|Application [spipgui] status has changed to [Connected]
0719103027|em |0|00|Application [dbs] status has changed to [Connected]
0719103027|app1 |1|00|AppOsdUiC::eventFromUi xmlEvent = <PolyEvent>
<Type>0</Type>
<Name>Action:Hide</Name>
<Value>object=1;item=restart</Value>
</PolyEvent>
, id = restart
0719103027|app1 |1|00|AppOsdUiC::hidePopup, app = 1, id = restart
0719103027|em |0|00|Application [ec] status has changed to [Connected]
0719103027|em |0|00|Application [em] status has changed to [Connected]
0719103027|em |0|00|EM: Processing PXML Event 62 "AppMap:Update"
0719103027|em |3|00|XML_URI_APPMAP_UPDATE- connected Attached em---1 m_bAppReconfigured 0 
0719103027|em |2|00|No EM core file
0719103027|em |0|00|Application [osd] status has changed to [Connected]
0719103027|em |0|00|EM: Processing PXML Event 62 "AppMap:Update"
0719103027|em |3|00|XML_URI_APPMAP_UPDATE- connected Attached em---1 m_bAppReconfigured 0 
0719103027|em |2|00|No EM core file
0719103027|em |0|00|Synchronizing table with 7 rows and 26 cols
0719103027|app1 |3|00|current cpu load =89,m_nStartDelay = 94
0719103027|app1 |3|00|CPU is NOT stable and timeout NOT happened yet
0719103028|em |3|00|Not updating linekeys as not receviced pxml lines update from app 0


0719103032|em |2|00|handlePXmlMsg PLCM_XML_EVENT processed 2 pairs but had 1 bytes left
0719103032|em |0|00|EM: Processing PXML Event 165 "FLK:ReConfig"
0719103032|em |3|00|PXML_URI_EM_ACTION_RECONFIG m_nReconfigLines 0
0719103032|em |0|00|EM: Processing PXML Event 218 "EM:InitiateDataTransfer"
0719103032|em |*|00|Start EMStreamer thread
0719103035|brow |*|00|Initial log entry. Current logging level 4
0719103038|app1 |2|00|AppBrowserUiC::browserResetRebootFlag Setting the reboot flag to false for browser.

0719103038|app1 |4|00|AppBrowserUiC::configure() Enter
0719103038|app1 |4|00|AppBrowserUiC::configure() - Home url - [], idle url - []
0719103038|app1 |2|00|AppUiStubC::configSecurity CA path:[/ffs0/ca1.crt]
0719103038|app1 |1|00|AppC::turnOnBacklight: IsUserInput: 0
0719103038|em |0|00|Application [browser] status has changed to [Connected]
0719103038|em |0|00|EM: Processing PXML Event 62 "AppMap:Update"
0719103038|em |3|00|XML_URI_APPMAP_UPDATE- connected Attached em---1 m_bAppReconfigured 0 
0719103038|em |2|00|No EM core file
 

[LboroGaryP]

Sorry for the duplicate log postings. I was making these and they weren't showing up in the thread

[LboroGaryP]

We've tried factory resetting a couple of these devices now with no change. The phone boots up fine, connects to Lens then gets handed off to MS Teams SIP Gateway and it operates fine. The Expansion Module is powered (screen is lit up) but not dispalying anything and buttons are unresponsive, and the phone logs always say:

001122.767|app1 |4|00|EMhandler::updateEMdisplay is not connected

I'm beginning to think these are all faulty now, and maybe we got a bad batch?

[Meghana_10]

Hello @LboroGaryP Welcome to the Poly HP Support Community. 

Due to limited support, I would request that you contact HP Support, and our support engineers should be able to sort this out. HP Support can be reached by clicking on the following link:.

https://support.hp.com/us-en/poly

Please feel free to contact us here anytime you need any further assistance.

I hope this helps! Keep me posted for further assistance. If you find the information provided useful or solves your problems, help other users find the solution more easily by giving Kudos/Thumbs Up and marking my post as an Accepted Solution.
 

Regards,
Meghana 

Have a great day!

[SteffenBaierUK]

Hello @LboroGaryP ,

I doubt the module is broken. I would reset the phone, not provision via Lens and especially not Microsoft, and try and add a Speed Dial to the Phone. If that appears and then disappears when provisioned via Lens or later Microsoft you should know the culprit.

If this all fails, as suggested by @Meghana_10 , contact our Support organization in your region. Details are in my Signature.

Best Regards

Steffen Baier

[LboroGaryP]

Thanks Steffen, just to be clear: these phones and expansion modules have all been working in the past 2-3 weeks. They were setup in my office with speed dials configured on them, which sync'd to Lens. They were then in use for at least a few days each and the EMs have gradually all stopped working.

I'm trying to get one brought back to our office to investigate further.

[LboroGaryP]

Okay, we've brought back a phone+EM that wasn't working in the field, and it's working fine in our office. NB, this is on the same site, phone is going on the same voice vlan, there shouldn't be any difference in the network the phone is getting put on. The EM initialises fine both with the phone on PoE, and disconnected from the network with a PSU attached.

I can see significantly more output in the logs from the phone with a working EM compared to one that isn't.

The EM just completely fails to initialise on the problem phones. There is no Poly logo, no "Expansion module initialising..." message, and no flashing LEDs. The screen just lights up, all white, and doesn't change. Looking at the phone logs, it just thinks there is no EM present.

I'm completely at a loss here