[FAQ] How can change Logging Levels or use Syslog?

[SteffenBaierUK]

In order to troubleshoot Issues you may want to change the Level of logging details on the Phone.

NEW: Since UC Software 5.9.0 simply provide this via the Web Interface Diagnostics > Download Support Information Package

• Poly Edge E, Poly Trio, CCX, or VVX Phones with a USB Port (no VVX1500) can follow these instructions => here <=
  
• Poly Edge E, CCX or Trio phones can log to a USB stick following these instructions => here <=

Warning: Logging parameter changes can impair system operation. Do not change any logging parameters without prior consultation with your Poly Reseller or Poly Technical Support.

The <level/> Parameters control the logging detail level for individual components. These are the input filters into the internal memory-based log system.

The factory default level for all logging parameters is "4" or Minor Error.

• Debug = 0
• Event 1 = 1
• Event 2 = 2
• Event 3 = 3
• Minor Error = 4
• Major Error = 5
• Fatal Error = 6

NOTE: To set the lowest Level of logging this Parameter may be used

Web Interface:

Settings > Logging > Global Settings > Global Log Level Limit > Log File Size (Kbytes) > 

Phone Model	Size
SoundStation IP	Leave as is
SoundPoint IP	Leave as is
VVX prior to 5.5.0	180
VVX from 5.5.0	1000
Poly Trio or CCX	10240

Example Phone Config File: 

log.render.level="0"
 log.render.file.size.SSTRVOIP="1000"
 log.render.file.size.VVXD60="1000"
 log.render.file.size.VVX101="1000"
 log.render.file.size.VVX150="1000"
 log.render.file.size.VVX201="1000"
 log.render.file.size.VVX250="1000"
 log.render.file.size.VVX300="1000"
 log.render.file.size.VVX301="1000"
 log.render.file.size.VVX310="1000"
 log.render.file.size.VVX311="1000"
 log.render.file.size.VVX350="1000"
 log.render.file.size.VVX400="1000"
 log.render.file.size.VVX401="1000"
 log.render.file.size.VVX410="1000"
 log.render.file.size.VVX411="1000"
 log.render.file.size.VVX450="1000"
 log.render.file.size.VVX500="1000"
 log.render.file.size.VVX501="1000"
 log.render.file.size.VVX600="1000"
 log.render.file.size.VVX601="1000"
 log.render.file.size.VVX1500="1000"
 log.render.file.size.Trio8300="1000"
 log.render.file.size.Trio8800="10240"
 log.render.file.size.Trio8500="10240"
 log.render.file.size.TrioC60="10240"
 log.render.file.size.CCX400="10240"
 log.render.file.size.CCX500="10240"
 log.render.file.size.CCX505="10240"
 log.render.file.size.CCX600="10240"
 log.render.file.size.CCX700="10240"

In the above example, all logging levels for the different Poly Phones are set to their maximum levels using Substitution as shown => here <=. 

Depending on the Provisioning Server logs are uploaded to the Server and can be appended to capture a complete Boot Process and all the follow-up messages.

A log with an explanation of the single fields looks like this:

• The ID is the actual logging module. In the above example, it is Support Objects / so
• The Event Class is the logging level set in the above to Event 2
• The Missed Events is usually 00 but if the phone is too busy to print logs the number will start to go higher
• The text is the actual printed message of an event or error

Verify the log timestamp

0227184211|copy |4|03|Configuration of URL failed

The above shows an example time Stamp once the phone has successfully received an NTP time.

Before this, the phone could only display the time elapsed since booting the phone. This is especially important for any certificate verification and/or TLS.

The format usually is MMDDHHMMSS aka the above shows February 27 and 18:42:11

No working NTP:

000052.432|sip |4|03|Registration failed User: 1041, Error Code:480 Temporarily not
available

 the above shows 52 seconds since the phone started.

You can change the detail level of the log either via a configuration file from the Provisioning Server:

<level log.level.change.sip="2" />

 or via the Web Interface (As the browser address, enter http://<phone’s IP address>):

SIP Software:

PVOS or UC Software:

Above changed the detail level of the SIP Module to 2 /  Event 2.

SYSLOG:

If the environment where the Phone is installed does not support the usage of a Provisioning Server to be able to receive the Phone's individual Log Files a Syslog server can be used.

Syslog is a standard for forwarding log messages in an IP network. The term “Syslog” is often used for both the actual Syslog protocol, as well as the application or library sending syslog messages.

Via the Web Interface PVOS or UC Software 4.0.0 or later

The Render Level needs to match what is set for the Global Log Level Limit set via Settings > Logging

A good practise, if no local Syslog server is available, is using a routable address like 8.8.8.8.

Protocol	Port
UDP	514
TCP	1468

To activate this feature via the phone UI please follow below:

Press the Menu Button

Select Settings

Select Advanced and add the Password

Select Admin Settings 

Select Network Configuration

Scroll down and select the Syslog Menu

add the IP Address or the Hostname of the Syslog Server (provided by your Network Administrator)

Change the Render Level for example to 2.

The Syslog Server will now receive all logging Information containing Level 2 and lower.

Note: Depending on the SIP  / PVOS or UC Software Version or Handset in question the menu may look different. Please consult the matching Admin Guide.

An example Configuration to log SIP messages at Debug Level via Syslog and also printing CPU and Memory usage periodically into the log files could be:

<web log.level.change.sip="0" 
	device.set="1"
	log.level.change.slog="2"
	log.render.level="0"
	log.sched.1.name="memShow"
	log.sched.2.name="showCpuLoad"
	log.sched.1.period="180"
	log.sched.2.period="180"
	log.sched.1.startTime="30"
	log.sched.2.startTime="30"
	device.syslog.serverName.set="1"
	device.syslog.serverName="IP_OR_FQDN_OF_SYSLOG_SERVER"
	device.syslog.transport.set="1"
	device.syslog.transport="UDP"
	device.syslog.facility.set="1"
	device.syslog.facility="16"
	device.syslog.renderLevel.set="1"
	device.syslog.renderLevel="0"
	device.syslog.prependMac.set="1"
	device.syslog.prependMac="1" />

For your convenience, a free syslog server program is attached.

Note: This program is for Windows machines only. 
It must be run under the Windows Command Prompt, i.e. DOS window.

Syntax when running the Syslog server: 

C:\>syslogd -help
Usage:  syslogd [-p=port] [-o=filename] [-nl] [-s=all]

-p:  Listen to syslog messages at a port number other than the default (514). 
                 For example -p=9000
-o:  Output location and name for the log file of the captured syslog messages.
                 For example -o=c:\temp\test.log
-s:  Options to control time-stamping and source IP Address.
                -s=time enables time-stamping of each message
                -s=ip enables logging the source IP address of each message
                -s=all enables both time-stamp and source address
                Note that -s=all is equivalent to -s=time -s=ip
-nl: Insert an extra blank line after each message (for better readability).

Please run the Syslog server program with the following options (which include time-stamping):

C:\>syslogd -nl -s=all

If you are using another Syslog server program, please enable the time-stamping option of the program (usually time-stamping is enabled by default).

Another great free POWER SYSLOG SERVER by James Cussen can be found => here <=

You may need more than one file:

Secure Syslog

Syslog can choose between UDP, TCP, or TLS

ObiHai Phones

Log into the Phone using admin/admin as username and password (or the password used)

• System Management > Device Admin > Syslog > Set the Syslog Server IP or FQDN

LevelSIP, LevelDspObi , LevelAvm , LevelSsps, and LevelUsb are the separate logging levels that a Support Representative may ask you to change

In the above example, we set SIP logging to debug. You can utilize this using the above Syslog servers to gather Logs for Poly support.

More details can be found >here<

If there is no possibility to utilize a local Syslog Server either the Remote PCAP Server as shown >here< or getting a capture of the phone can be used.

The ObiHai software has the option to RestartCaptureOnReboot so even after a reboot the capture runs automatically.

To get the capture of the phone navigate to System Management > Device Update > Extracting PCAP Capture Result

If Syslog was used the capture will include this in the trace

[SteffenBaierUK]

Sometimes it may be useful to monitor a Poly phones memory or CPU or both.

Poly support usually would advise a user to do this based on a ticket raised.

<?xml version="1.0" standalone="yes"?>
<!-- Monitor CPU usage. Frequency of logs prints in seconds via log.sched.x.period -->
<!-- https://h30434.www3.hp.com/t5/Desk-and-IP-Conference-Phones/FAQ-How-can-change-Logging-Levels-or-use-Syslog/td-p/8770521 -->
<!-- or -->
<!-- https://h30434.www3.hp.com/t5/Desk-and-IP-Conference-Phones/FAQ-How-can-change-Logging-Levels-or-use-Syslog/td-p/8770521 -->
<scheduled log.sched.1.name="memShow" 
	log.sched.1.level="2" 
	log.sched.1.period="60" 
	log.sched.1.startMode="rel" 
	log.sched.1.startTime="60" 
	log.sched.1.startDay="0" 
	log.sched.2.name="showCpuLoad" 
	log.sched.2.level="2" 
	log.sched.2.period="60" 
	log.sched.2.startMode="rel" 
	log.sched.2.startTime="60" 
	log.sched.2.startDay="0"/>

The above will print the details into the log file.

Testing on the Phone:

On the Phone select Settings > Diagnostics > Graphs > and select the Module you are interested

Note: The above depends on the Software or Phone Hardware. The above was created using a CCX 505 running8.1.6.1006

Memory:

CPU:

Memory Log files:

1118114253|slog |2|00|####################  Running memShow  ###################
1118114253|slog |2|00|System memory usage:
1118114253|slog |2|00|  Used:   94068736 bytes
1118114253|slog |2|00|  Free:   33181696 bytes
1118114253|slog |2|00|  Total: 127250432 bytes
1118114253|slog |2|00|  ComAS: 253321216 bytes
1118114253|slog |2|00|  Cached: 30113792 bytes
1118114253|slog |2|00|  SReclaim:   1118208 bytes
1118114253|slog |2|00|  Used+Cached+SReclaim: 125300736 bytes
1118114253|slog |2|00|  writeable/private: polyapp:  88866816  spipgui:  48455680  browser:  39006208
1118114253|slog |2|00|polyapp: u:  44980552  h:   7573504  a:  45649920  f:    669368
1118114254|brow |4|00|       : u:   1201464  h:         0  a:   1449984  f:    248520
1118114254|ec   |4|00|       : u:    810752  h:         0  a:   1331200  f:    520448
1118114254|dbs  |4|00|       : u:    542912  h:         0  a:    712704  f:    169792
1118114255|pgui |4|00|       : u:  10880280  h:   1400832  a:  11116544  f:    236264
1118114255|osd  |4|00|       : u:    544112  h:         0  a:    643072  f:     98960
1118114304|slog |2|00|####################  Running memShow  ###################
1118114304|ec   |4|00|       : u:   2692608  h:         0  a:   3047424  f:    354816
1118114304|osd  |4|00|       : u:    684032  h:    233472  a:   1249280  f:    565248
1118114304|brow |4|00|       : u:   2871224  h:    159744  a:   2985984  f:    114760
1118114304|em   |4|00|       : u:    330608  h:    262144  a:    552960  f:    222352
1118114304|pgui |4|00|       : u:  24289632  h:    811008  a:  24621056  f:    331424
1118114304|dbs  |4|00|       : u:    589136  h:         0  a:    737280  f:    148144

CPU Load Log Files:

000012.539|slog |2|03|000012.536|slog |*|03|Cpu load is 99.6%, and the average is 88.3%
0218204827|slog |*|03|Cpu load is 100.0%, and the average is 79.2%.
0218204827|slog |2|03|0218204827|slog |*|03|Cpu load is 100.0%, and the average is 79.2%
0218205326|slog |*|03|Cpu load is 9.2%, and the average is 14.6%.
0218205326|slog |2|03|0218205326|slog |*|03|Cpu load is 9.2%, and the average is 14.6%
0218205826|slog |*|03|Cpu load is 9.2%, and the average is 12.1%.
0218205826|slog |2|03|0218205826|slog |*|03|Cpu load is 9.2%, and the average is 12.1%
0218210326|slog |*|03|Cpu load is 9.1%, and the average is 11.1%.
0218210326|slog |2|03|0218210326|slog |*|03|Cpu load is 9.1%, and the average is 11.1%
0218210826|slog |*|03|Cpu load is 9.2%, and the average is 10.7%.
0218210826|slog |2|03|0218210826|slog |*|03|Cpu load is 9.2%, and the average is 10.7%
0218211326|slog |*|03|Cpu load is 9.1%, and the average is 10.4%.
0218211326|slog |2|03|0218211326|slog |*|03|Cpu load is 9.1%, and the average is 10.4%
0218211826|slog |*|03|Cpu load is 9.1%, and the average is 10.2%.
0218211826|slog |2|03|0218211826|slog |*|03|Cpu load is 9.1%, and the average is 10.2%
0218212326|slog |*|03|Cpu load is 9.2%, and the average is 10.0%.
0218212326|slog |2|03|0218212326|slog |*|03|Cpu load is 9.2%, and the average is 10.0%
0218212826|slog |*|03|Cpu load is 9.1%, and the average is 9.9%.
0218212826|slog |2|03|0218212826|slog |*|03|Cpu load is 9.1%, and the average is 9.9%.