Gathering Logs from Polycom IP Phone

This document will provide the steps necessary to gather logs from any Polycom VVX series phone.

Find the IP address of the phone

1. Press the Home button.

2. Select Settings.

3. Select option 4 Status.

4. Select option 2 Network.

5. Select option 1 TCP/IP Parameters.

6. Note the IP address listed on screen

Login to Polycom web configuration

1. Launch a web browser on a Windows computer using the same network as your Polycom phone.

2. Enter the IP address of the telephone you noted in the first step.

3. On the login page, select the Admin button and enter 6311 as the password (Sharpen default). If phone has not been provisioned with Sharpen, the password will be 1234.

4. Submit

Adjust Tracing

1. Navigate to Settings>Logging

2. From the "Logging" page locate the "Global Settings" module. From here, you'll need to adjust two settings

   1. Set the "Global Log Level Limit" to "Debug"

   2. Set the Log File size to "1000"

3. From the same "Logging" page, locate the module "Log Level Limits" and adjust the following settings:

   1. Set "DHCP Client” to “Debug”

   2. Set “Network” to “Debug”

   3. Set “Packet Capture” to “Debug”

   4. Set "SIP" to "Debug"

   5. Set “Configuration” to “Debug”

Capture Issue

1. Navigate to Diagnostics>View & Download Logs”

2. Click the “Clear” button to remove non-relevant data

3. Reproduce the issue

4. Click “Refresh” button

5. Now select the option to "Export" at the bottom of the page. Save the file in an easy to remember location.

6. Upload the file to Sharpen