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10-17-2011 07:21 AM
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 CCX / VVX Phones with a USB Port (no VVX1500) can follow these instructions => here <=
- Poly 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: In order to set the lowest Level of logging this Parameter may be used
Settings > Logging > Global Settings > Global Log Level Limit > Log File Size (Kbytes) >
|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.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 in order 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
Above shows an example time Stamp once the phone has successfully received an NTP time.
Before this, the phone can 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 the 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>):
Above changed the detail level of the SIP Module to 2 / Event 2.
If the environment where the Phone is installed does not support the usage of a Provisioning Server in order to be able to receive the Phones 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 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
In order to activate this feature via the phone UI please follow below:
Press the Menu Button
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 / 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:
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 includes 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 Syslog Server can be found => here <=
You may need more than one file:
Syslog can choose between UDP, TCP or TLS
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
Notice: 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 please open a service ticket through your support channels.
Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN