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Troubleshooting (Polycom)

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Polycom Phone is set to use TLS but can't receive calls
Polycom phone cannot locate boot server
Polycom phone contacts boot server but cannot register

Following are a few of the more common problem scenarios encountered with Polycom phones. In all these scenarios, it is useful to obtain a packet capture to see exactly what traffic passes to and from the phone, including DNS, HTTP, and SIP traffic.

Polycom Phone is set to use TLS but can't receive calls

If a Polycom phone cannot connect to a network time server (through SNTP) to determine the time, it cannot register or validate a certificate sent from the CIC Server to validate the call connection. All calls fail silently. Also, if the Polycom phone cannot connect to a network time server when booting, the phone fails.

To resolve this issue, ensure that each Polycom phone using TLS can connect to an NTP server. Do the following:

Set the NTP server on the DHCP server through either DHCP Option 004 or 042.
If no domain controller is available, set the CIC server as the SNTP server.

For more information, see Configure the Time Server.

Polycom phone cannot locate boot server

By default, the phone's Boot Server setting is Custom + Option 66, with Custom's default value set to 160. You can set both these values on the phone. When the phone looks at options that the DHCP server supplies, it looks for Option 160 first. If that option does not define a boot server, the phone looks at Option 66. As described in Polycom DHCP Record Notes, you normally do not need to set Option 66 on a Polycom phone for the phone to locate the boot server.

Notes:

Steps often differ depending on the phone model used and whether the phone is starting or already running. If these steps don't match your phone, see the Polycom documentation for configuration instructions.
The SpectraLink phones do not have a menu key; rather, the main screen has an icon called Settings that gives access to the configuration menus. Otherwise, the menus are similar to the configuration menus on other models. The Network Settings differ, though the difference is because of the SpectraLink phones running Polycom's 4.x firmware rather than to the model itself.

To verify that the phone's Boot Server settings are correct

On the phone's Network Configuration screen, do the following:
1. Press Menu, press 3 for Settings, and then press 2 for Advanced.
2. Type the password (the default is 456) and then press Enter.
3. Press 1 for Admin Settings.
4. Press 1 for Network Configuration.
On the DHCP menu screen, do the following:
1. Choose DHCP Menu and then choose Select.
2. Choose Boot Server and then press Edit.
3. Use the arrow keys to select Custom + Opt 66 and then press OK.
4. Choose Boot Srv Opt and then press Edit.
5. Using the keypad, type 160.
6. Press OK and then press Exit twice.
Select Save Config. The phone saves your configuration changes and reboots. If it still cannot locate the boot server, verify through DNS that the hostname configured in DHCP resolves to the IP address of the desired CIC server.

Polycom phone contacts boot server but cannot register

If the non-provisioned phone can contact the boot server, it displays a line labeled Setup. If the phone is provisioned, it displays the line label set in Interaction Administrator.

If the phone is not registered:

When you go off-hook, the phone displays the message URL call is disabled.
The phone icon next to the line label appears hollow.

If you set up a Polycom phone using the Configure a Polycom phone's boot server manually procedure (in Appendix A) but the phone fails to register

Repeat Steps 1 and 2 of the procedure for configuring the phone manually. The screen shows the boot server's URL or IP address followed by the port number.
Verify that the boot server and port information is correct.

To determine whether registration failure is because the phone cannot resolve the short name of its server through DNS

Open Windows Explorer on your CIC server.
Locate the Polycom log under \I3\IC\Logs\<yyyy-mm-dd>\phones. The filename is the MAC address of the phone-boot_<log sequence number if any>.
Open the log in Windows Notepad or a text editor.

In the log, go to the section beginning with DHCP returned result. The log should look like the following:

	
0101000017|app1 |3|00|DHCP returned result 0x38F from server 10.250.0.2.
0101000017|app1 |3|00|Phone IP address is 10.250.0.92.
0101000017|app1 |3|00|Subnet mask is 255.255.255.0.
0101000017|app1 |3|00|Gateway address is 10.250.0.1.
0101000017|app1 |3|00|Boot server address is http://lab1ic.sbsdomain.local:8088.
0101000017|app1 |3|00|DNS server is 10.250.0.2.
0101000017|app1 |3|00|DNS alternate server is 10.250.0.1.
0101000017|app1 |3|00|DNS domain is sbsdomain.local.

In the DHCP returned result section:

In the line that begins DNS server is, note the URL of the DNS server. If this value is not present, then DHCP Option 6 is not defined.

In the line that begins DNS domain is, note the name of the DNS domain. If this value is not present, then DHCP Option 15 is not defined.
Do the following to determine whether the DNS server can resolve the DNS domain:
1. Open a command prompt, type nslookup, and then press Enter. The command window appears as follows:
```
		
C:\>nslookup
Default Server:nighthawk.example.com
Address:172.16.1.2

		
```
2. If the default server address differs from the one in the Polycom phone's log, type server, the address from the Polycom phone's boot log, and then press Enter. Windows changes the server address to the address that you provided. The command window appears as follows (except that your server address is different):
```
		
> server 10.250.0.2
Default Server:[10.250.0.2]
Address:10.250.0.2

		
```
3. Type the short name of your CIC server (such as lab1ic) and the domain name suffix in the Polycom phone's boot log above (such as sbsdomain.local), and then press Enter. If the DNS server can resolve the CIC server name, the command window appears as follows:
```
		
> lab1ic.sbsdomain.local
Server:[10.250.0.2]
Address:10.250.0.2
Name:lab1ic.sbsdomain.local
Address:10.250.0.51

		
```