Troubleshooting

The following sections address issues you might encounter when configuring phones, along with suggested actions to resolve them.

Updater Error Messages and Possible Solutions

If a fatal error occurs, the phone doesn’t boot up.

If the error isn’t fatal, the phone boots up but its configuration might be changed. Most updater errors are logged to the phone’s boot log. However, if the phone is having trouble connecting to the provisioning server, the phone is not likely to upload the boot log.

The following table describes possible solutions to updater error messages.

Error Message

Cause and Possible Solution

Failed to get boot parameters via DHCP

The phone doesn’t have an IP address and therefore can’t boot.

  • Check that all cables are connected, the DHCP server is running, and that the phone has not been set to a VLAN that is separate from the DHCP server.
  • Check the DHCP configuration.

Application <file name> is not compatible with this phone!

An application file was downloaded from the provisioning server, but it cannot be installed on this phone.

Install a compatible software image on the provisioning server. Be aware that there are various hardware and software dependencies.

Could not contact boot server using existing configuration

The phone cannot contact the provisioning server. Possible causes include:
  • Cabling issues
  • DHCP configuration
  • Provisioning server problems

The phone can recover from this error so long as it previously downloaded a valid application BootROM image and all of the necessary configuration files.

Error, application is not present!

The phone does not have an application stored in device settings and cannot boot because an application could not be downloaded.

  • Download compatible Polycom UC Software to the phone using one of the supported provisioning protocols.

If no provisioning server is configured on the phone, enter the provisioning server details after logging in to the Updater menu and navigating to the Provisioning Server menu.

Polycom UC Software Error Messages

If an error occurs in the UC Software, an error message and a warning icon displays on the phone.

The following table describes Polycom UC Software error messages.

Table 1. Polycom UC Software Error Messages

Error Message

Cause

Config file error: Files contain invalid params: <filename1>, <filename2>,...

Config file error: <filename> contains invalid params

The following contain pre-3.3.0 params: <filename>

These messages display if the configuration files contain these deprecated parameters:
  • tone.chord.ringer.x.freq.x
  • se.pat.callProg.x.name
  • ind.anim.IP_500.x.frame.x.duration
  • ind.pattern.x.step.x.state
  • feature.2.name
  • feature.9.name
This message also displays if any configuration file contains more than 100 of the following errors:
  • Unknown parameters
  • Out-of-range values
  • Invalid values.

To check that your configuration files use correct parameter values, refer to Using Correct Parameter XML Schema, Value Ranges, and Special Characters.

Line: Unregistered

This message displays if a line fails to register with the call server.

Login credentials have failed. Please update them if information is incorrect.

This message displays when the user enters incorrect login credentials on the phone: Status > Basic > Login Credentials.

Missing files, config. reverted

This message displays when errors in the configuration and a failure to download the configuration files force the phone to revert to its previous (known) condition with a complete set of configuration files. This also displays if the files listed in the <MAC Address>.cfg file are not present on the provisioning server.

Network link is down

Indicates that the phone cannot establish a link to the network and persists until the link problem is resolved. Call-related functions, and phone keys are disabled when the network is down but the phone menu works.

Network Authentication Failure Error Codes

Error messages display on the phone if 802.1X authentication fails.

The error codes display on the phone when you press the Details key. Error codes are also included in the log files.

Event Code

Description

Comments

1

Unknown events

An unknown event by '1' can include any issues listed in this table.

2

Mismatch in EAP Method type

Authenticating server's list of EAP methods does not match with clients'.

30xxx

TLS Certificate failure

000 - Represents a generic certificate error.

The phone displays the following codes:

  • 042 - bad cert
  • 043 - unsupported cert
  • 044 - cert revoked
  • 045 - cert expired
  • 046 - unknown cert
  • 047 - illegal parameter
  • 048 - unknown CA

See section 7.2 of RFC 2246 for further TLS alert codes and error codes.

31xxx

Server Certificate failure

'xxx' can use the following values:

  • 009 - Certificate not yet Valid
  • 010 - Certificate Expired
  • 011 - Certificate Revocation List
  • (CRL) not yet Valid
  • 012 - CRL Expired

4xxx

Other TLS failures

'xxx' is the TLS alert message code). For example, if the protocol version presented by the server is not supported by the phone, then 'xxx' is 70, and the EAP error code is 4070.

See section 7.2 of RFC 2246 for further TLS alert codes and error codes.

5xxx

Credential failures

5xxx - wrong user name or password

6xxx

PAC failures:

  • 080 - No PAC file found
  • 081 - PAC file password not provisioned
  • 082 - PAC file wrong password
  • 083 - PAC file invalid attributes

7xxx

Generic failures:

  • 001 - dot1x can not support (user) configured EAP method
  • 002 - dot1x can not support (user) configured security type
  • 003 - root certificate could not be loaded
  • 174 - EAP authentication timeout
  • 176 - EAP Failure
  • 185 - Disconnected

Power and Start-up Issues

The following table describes possible solutions to power and start-up issues.

Power or Start-up Issue

Possible Solutions:

The phone has power issues or the phone has no power.

Determine whether the problem is caused by the phone, the AC outlet, or the PoE switch. Do one of the following:
  • Verify that no lights appear on the unit when it is powered up.
  • Check to see if the phone is properly plugged into a functional AC outlet.
  • Make sure that the phone is not plugged into an outlet controlled by a light switch that is turned off.
  • If the phone is plugged into a power strip, try plugging directly into a wall outlet instead.

The phone does not boot.

If the phone does not boot, there may be a corrupt or invalid firmware image or configuration on the phone:
  • Ensure that the provisioning server is accessible on the network and a valid software load and valid configuration files are available.
  • Ensure that the phone is configured with the correct address for the provisioning server on the network.

Screen and System Access Issues

The following table describes possible solutions to screen and system access issues.

Issue

Cause and Possible Solution

There is no response from feature key presses.

If your phone keys do not respond to presses:
  • Press the keys more slowly.
  • Check to see whether or not the key has been mapped to a different function or disabled.
  • Make a call to the phone to check for inbound call display and ringing. If successful, try to press feature keys while a call is active to access a directory or buddy status.
  • On the phone, go to Menu > Status > Lines to confirm the line is actively registered to the call server.

Reboot the phone to attempt re-registration to the call server. Go to Menu > Settings > Advanced > Reboot Phone).

The display shows the message "Network Link is Down".

This message displays when the LAN cable is not properly connected. Do one of the following:
  • Check the termination at the switch or hub end of the network LAN cable.
  • Check that the switch or hub is operational (flashing link/status lights).
  • On the phone, go to Menu > Status > Network. Scroll down to verify that the LAN is active.
  • Ping the phone from a computer.

Reboot the phone to attempt re-registration to the call server. Go to Menu > Settings > Advanced > Reboot Phone).

Calling Issues

The following table provides possible solutions to common calling issues.

Issue

Cause and Possible Solution

There is no dial tone.

If there is no dial tone, power may not be correctly supplied to the phone. Try one of the following:
  • Check that the display is illuminated.
  • Make sure the LAN cable is inserted properly at the rear of the phone; try unplugging and re-inserting the cable.

If you are using in-line powering, check that the switch is supplying power to the phone.

The phone does not ring.

If there is no ringtone but the phone displays a visual indication when it receives an incoming call, do the following:
  • Adjust the ring level from the front panel using the volume up/down keys.

Check the status of handset, headset (if connected), and hands-free speakerphone.

The line icon shows an unregistered line icon.

If the phone displays an icon indicating that a line is unregistered, re-register the line and place a call.

Display Issues

The following table provides tips for resolving display screen issues.

Issue

Cause and Possible Solution

There is no display or the display is incorrect.

If there is no display, power may not be correctly supplied to the phone. Do one of the following:
  • Check that the display is illuminated.
  • Make sure the power cable is inserted properly at the rear of the phone.
  • If your are using PoE powering, check that the PoE switch is supplying power to the phone.

Use the screen capture feature to verify whether the screen displays properly in the capture. Refer to Capture Your Device's Current Screen.

The display is too dark or too light.

The phone contrast may be set incorrectly. Do one of the following:
  • Adjust the contrast.
  • Reboot the phone to obtain the default level of contrast.

The display is flickering.

Certain types of older fluorescent lighting may cause the display to flicker. If your phone is in an environment with fluorescent lighting, angle or move the Polycom phone away from the lights.

The time and date are flashing.

If the time and date are flashing, the phone is disconnected from the LAN or there is no SNTP time server configured. Do one of the following:
  • Reconnect the phone to the LAN.
  • Configure an SNTP server.

Disable the time and date if you do not want to connect your phone to a LAN or SNTP server.

Software Upgrade Issues

The following table describes possible solutions to issues that may occur during or after a software upgrade.

Issue

Cause and Possible Solutions

Some settings or features are not working as expected on the phone.

The phone's configuration may be incorrect or incompatible.

Check for errors on the phone by navigating to Menu > Status > Platform > Configuration. If there are messages stating Errors Found, Unknown Params, or Invalid values, correct your configuration files and restart the phone.

The phone displays a Config file error message for five seconds after it boots up.

You are using configuration files from a UC Software version earlier than the UC Software image running on the phones. Configuration parameters and values can change each release and specific parameters may or may not be included. See the UC Software Administrator's Guide and Release Notes for the UC Software version you have installed on the phones.

Correct the configuration files, remove the invalid parameters, and restart the phone.

When using the Web Configuration Utility to upgrade phone software, the phone is unable to connect to the Polycom Hosted Server.

Occasionally, the phone is unable to connect to the Polycom-hosted server because of the following:
  • The Polycom-hosted server is temporarily unavailable.
  • There is no software upgrade information for the phone to receive.
  • The network configuration is preventing the phone from connecting to the Polycom hosted server.
To troubleshoot the issue:

If the issue persists, try manually upgrading your phone's software.