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AudioCodes C435HD User'S And Administrator'S Manual Download Page 95

CHAPTER 7    Troubleshooting

C435HD Users & Administrator's Manual

Microsoft Admin Center

The Microsoft Admin Center allows network administrators to troubleshoot issues 
encountered with the phone.

 

Collecting Logs 

Device diagnostics (Logcat) can be collected  using the Microsoft Admin Center. For support 
purposes, general logs can be collected also using the Microsoft Admin Center. The logs can 
help debug Teams application issues and also for issues related to the device. 

➢

To collect logs:

1.

Reproduce the issue

2.

Access Microsoft Admin Center and under the 

Devices

 tab click the 

Diagnostics

 icon.

Figure 7-1:        

Microsoft Teams Admin Center - Diagnostics

Applies to all AudioCodes phones for Microsoft Teams even though a specific model is 
shown in the figures here.

3.

Click the 

Diagnostics

 icon

.

- 90 -

Summary of Contents for C435HD

Page 1: ...User s and Administrator s Manual AudioCodes 400HD IP Phone Series C435HD IP Phones Microsoft Teams Application Version 1 12...

Page 2: ...cling authority for disposal of this product Customer Support Customer technical support and services are provided by AudioCodes or by an authorized AudioCodes Service Partner For more information on...

Page 3: ...ice Manager Validation 7 Sandboxing 7 Device File System 7 Keystore 7 Device Certificate 8 Data Protection 8 Debugging Interface 8 Android Security Updates 8 AudioCodes Root CA Certificate 8 2 Setting...

Page 4: ...ansferring a Call to Work Voicemail 55 Viewing and Playing Voicemail Messages 55 Rejecting an Incoming Call Sending it Directly to Voicemail 55 Adjusting Volume 55 Adjusting Ring Volume 56 Adjusting T...

Page 5: ...ng Diagnostics 83 Getting a Bug Report 86 Activating DSP Recording 87 Deactivating DSP Recording 88 SSH 89 Getting the Phone IP Address 89 Installing the Teams APK or Any Other APK using SSH 89 Micros...

Page 6: ...eakerphone and headset connectivity Dual GbE support USB headset support PoE or external power supply Calendar and click to join support Roadmap Specifications The following table summarizes the softw...

Page 7: ...ovisioning and Logging AudioCodes Device Management and AudioCodes Redirect Server for monitoring upgrading and configuring Debugging Tools AudioCodes Teams IP Phone Utility see Teams IP Phone Utility...

Page 8: ...MENU HOLD MUTE including LED TRANSFER VOLUME control key HEADSET including LED SPEAKER including LED BACK CONTACTS Teams home key Allowing URLs Ports Security This section guides network administrato...

Page 9: ...issues but security is less of an issue on devices purpose built and cus tomized for Microsoft Teams calling and meeting Security is in fact enhanced on these devices as part of their default use When...

Page 10: ...page See AudioCodes Private Key on the next page See Android Debug Bridge ADB on the next page See App Signing on the next page See Web Browser on the next page See Remote Configuration Management on...

Page 11: ...ured period a code is required to unlock the device and resume full operation AudioCodes Private Key The system software on AudioCodes Native Teams devices is signed with AudioCodes private key Users...

Page 12: ...ate the AudioCodes Device Manager identity using a known Root CA The device is shipped with known Root CAs installed See AudioCodes Root CA Certificate on the next page For the initial connection the...

Page 13: ...recommends that customers disable SSH on devices via AudioCodes Device Manager OVOC AudioCodes recommends changing the Admin password from the default via the Teams Admin Center or AudioCodes Device M...

Page 14: ...0wx DzANBgNVBAMTBlJvb3RDQTAeFw0wMDAxMDEwMDAwMDBaFw0zMDAxM DEwMDAwMDBa MB8xDDAKBgNVBAoTA0FDTDEPMA0GA1UEAxMGUm9vdENBMIIBIjANBgkq hkiG9w0B AQEFAAOCAQ8AMIIBCgKCAQEA6GK495KUCXAm UE17G4 cjnZN4LNaxYE YzbfZL0...

Page 15: ...B zBH BgNVHSME QDA gBQDXySn9hz15lDraZ iXddZGReB 6EjpCEwHzEMMAoGA1UEChMDQ UNMMQ8w DQYDVQQDEwZSb290Q0GCAQEwDQYJKoZIhvcNAQELBQADggEBAI0rUyw ommWWJnH3 JOfKiS3 VnX5hJITZymvWanMXUz 6FonHccPXEBYTrUYwhiWx3dwE...

Page 16: ...king make sure the items listed in the phone s Quick Guide are present and undamaged If anything appears to be missing or broken contact the distributor from whom you purchased the phone for assistanc...

Page 17: ...ce s hardware functions Front View The front view of the phone is shown in the figure and described in the table Figure 2 1 Front View Table 2 1 Font View Description Item Label Name Description 1 Rin...

Page 18: ...ft or right when editing a contact number for example Press OK to select a menu item option 4 Voicemail Retrieves voicemail messages 5 CONTACTS Accesses the People screen 6 Returns you to the Teams ho...

Page 19: ...set Activates a call using an external headset 15 Mute Mutes a call 16 VOL VOL Increases or decreases the volume of the handset headset speaker ring tone and call progress tones 17 Back key Returns yo...

Page 20: ...AN connection uplink 10 100 1000 Mbps If you re using Power over Ethernet PoE power to the phone is supplied from the Eth ernet cable draws power from either a spare line or a signal line 2 RJ 45 port...

Page 21: ...here for a clip showing the principle of how to mount an AudioCodes IP phone The principle is the same across all AudioCodes IP phones Before Using AudioCodes Devices AudioCodes recommends frequently...

Page 22: ...settings to suit specific requirements It will be necessary to repeat this only if the phone is restored to default settings Configuring Device Settings The section familiarizes you with the phone s s...

Page 23: ...ng as reference To view settings related to the network administrator scroll down and open Device Administration Table 3 1 Device Settings Setting Description User Display Opens the Display screen Bri...

Page 24: ...mize phone volume for a friendlier user experience Ring volume at n Date time Date and time are automatically retrieved from the deployed Network Time Protocol NTP server Use 24 hour format Allows you...

Page 25: ...or more debugging settings to be available Security Helps secure the enterprise telephony network against breaches Screen lock The phone automatically locks after a configured period to secure it agai...

Page 26: ...s Administrator s Manual Setting Description About Android 7 1 2 Enables users to determine device information To determine the device s IP address select the Status option To get information about th...

Page 27: ...g in as Administrator necessary for some of the debugging options It is password protected Default password 1234 or 1111 in early versions After logging in as an Administrator the user can log out cha...

Page 28: ...QWERTY The virtual keyboard is also displayed when the network administrator needs to enter an IP address to debug or when they need to enter their PIN lock for the security tab After logging in scro...

Page 29: ...red with an HTTP Proxy server by an Admin user in two ways Manually The Admin user can use this method to configure HTTP proxy server parameters through the Teams application a Log in as Administrator...

Page 30: ...net or to be sent via a proxy server PAC files control how the phone handles HTTP HTTPS and FTP traffic Example of a basic PAC file function FindProxyForURL url host return PROXY 10 13 2 40 3128 802 1...

Page 31: ...op down select the method MD5 or TLS for example 3 Enter this information Identity User ID Password root certificate not required for every method client certificate not required for every method 4 Se...

Page 32: ...scovery Protocol CDP is a Cisco proprietary Data Link Layer protocol Link Layer Discovery Protocol LLDP is a standard layer two discovery protocol Select the mode you require and then select OK If you...

Page 33: ...located The setting determines which regional tone the phone will use Call Progress Tones CPTs are country specific the behavior and parameters of analog telephones lines vary from country to country...

Page 34: ...device reboot ADB Android Debug Bridge command line tool used to debug the Teams app the setting is disabled by default leave it unchanged at the default unless there s a real necessity to use it Scre...

Page 35: ...hone is not connected 1 Press the OK MENU keys simultaneously and keeping them pressed unplug the power cable 2 Plug the power cable back into the phone continuing to press the OK MENU keys for 5 seco...

Page 36: ...k Users can lock their phones as a security precaution Make sure the phone is configured with any of the lock options before attempting to lock it If a lock option isn t configured the lock action won...

Page 37: ...CHAPTER 3 Starting up C435HD Users Administrator s Manual 3 Optionally reconfigure the Timeout if it s too short or too long Optionally redefine the PIN 32...

Page 38: ...erver providing NTP for the network time windows com Phones can be configured with this NTP server option when migrating from Skype for Business phones to Native Teams phones The option accelerates cu...

Page 39: ...e phone will get the time and the DST setting from central time and not from Mexico because in GMT 5 there is also Central Daylight Time The network administrator must make sure the phone can access t...

Page 40: ...Application C435HD Users Administrator s Manual 2 Open your browser and point it to https microsoft com devicelogin as instructed in the preceding screen 3 Enter the code and then click Next 4 Click...

Page 41: ...l 5 Enter your password it s the same password as the Windows password on your PC and then click Sign in 6 Close the window shown in the preceding figure 7 Observe that the phone returns to the initia...

Page 42: ...that opens perform sign in as noted previously this option is recommended if using MFA LLDP MED Link Layer Discovery Protocol Media Endpoint Discovery is a standard link layer protocol used by networ...

Page 43: ...rom the Teams admin center Step 1 Add a device MAC address Provision the device by imprinting a MAC address on it 1 Sign in to the Teams admin center 2 Expand Devices 3 Select Provision new device fro...

Page 44: ...lid for 24 hours From the Awaiting Activation tab select an existing MAC ID A password is created for the MAC address and is shown in the Verification Code column You ll need to provide the list of MA...

Page 45: ...oned successfully the tenant name will be available on the sign in page Step 4 Sign in remotely The provisioned device appears in the Awaiting sign in tab Initiate the remote sign in process by select...

Page 46: ...TER 4 Teams Application C435HD Users Administrator s Manual When the tenant admin is signing in from Teams Admin Center the user interface on the device is blocked to prevent other actions on the phon...

Page 47: ...inted with the Phone Screen The following gets you acquainted with the phone s user interface The figure below shows the phone s home screen aka the phone s idle screen The following figure shows the...

Page 48: ...gns with the contacts on the Teams desktop client If a contact has multiple numbers the phone screen allows the user to select from a drop down menu the intended contact method Calendar Select to open...

Page 49: ...lect 2 Select the status displayed in the preceding figure Available is displayed 3 From the drop down select the status to set and then press the OK button Configuring Teams Application Settings The...

Page 50: ...stination to which to forward incoming calls Also ring Only displayed if Call forwarding is disabled Select either Off Contact or number or Call group If unanswered Only displayed if Call forwarding i...

Page 51: ...rator s Manual Item Description Configure a lock option before attempting to lock the phone If a lock option isn t configured the lock action won t work To unlock a locked phone see Unlock on page 31...

Page 52: ...evice Settings on page 17 for detailed information Using the People Screen The People screen allows users to easily connect and collaborate with teammates colleagues friends and family Through the scr...

Page 53: ...ams Application C435HD Users Administrator s Manual Accessing Voicemail From the phone s home screen select the Voicemail tab From the phone s home screen select the voicemail icon and then select the...

Page 54: ...speaker headset is automatically disabled To change from handset to speaker headset Off hook the handset and press the speaker headset key to activate the speaker headset Return the handset to the cr...

Page 55: ...Teams Application C435HD Users Administrator s Manual 2 After selecting the Sign out option you re prompted Are you sure you want to sign out Select OK you re signed out and returned to the Sign in s...

Page 56: ...g a Call Calls can be made in multiple ways for example you can press the digit keys on the phone s dial pad to enter the phone number Alternatively in the home screen you can press the softkey and in...

Page 57: ...R 5 Performing Teams Call Operations C435HD Users Administrator s Manual You can alternatively make a call using a speed dial from the People screen or from the Search people feature in the People scr...

Page 58: ...reen that opens navigate to and select the missed call Select to Dial All phone numbers that are part of meeting invites or user contact cards can be dialed out dir ectly by selecting them via the pho...

Page 59: ...e headset key on the phone or activate the speaker key on the phone or select the End softkey Managing Calls You can view a history of missed received and dialed calls Each device reports every call f...

Page 60: ...hen select the message 2 Scroll down to select from the list of messages if there are voicemail messages in your box which message to Play Call or Delete 3 You ll view the following screen if you don...

Page 61: ...al preference To adjust tones volume 1 Off hook the phone using handset speaker or headset 2 Select the VOL or VOL key to adjust the volume 3 After adjusting the volume bar disappears from the screen...

Page 62: ...s displayed on the screen After adjusting the volume the volume bar disappears from the screen Adjusting Headset Volume Headset volume can be adjusted during a call to suit personal preference To adju...

Page 63: ...1 Removing Devices from Intune Management on page 62 Updating Microsoft Teams Devices Remotely on page 69 Managing Phones with the Device Manager on page 70 Updating Phone Firmware Manually AudioCodes...

Page 64: ...ss 3 Click SSH Connect a connection with the device is established 4 Under the Operations section of the screen next to the field Firmware file click the Browse button and navigate to and select the c...

Page 65: ...crt and dot1x_pkey key The CA certificate file must be named factory_ca pem AudioCodes Teams IP Phone Utility 802 1x certificates can be downloaded using AudioCodes Teams IP Phone Utility To download...

Page 66: ...bility that can culminate in recovery mode or in switching image slots Note too that the Android phones also feature a hardware watchdog This feature resets the phone if Android is stacked and doesn t...

Page 67: ...key the phone s LED lights up red green Restore the phone to its default settings Long press the reset key for 25 seconds or simultaneously press the OK key the MENU key the device s LED lights up gre...

Page 68: ...HD Users Administrator s Manual The Endpoint Manager service is licensed according to individual terms Consequently not all network administrators will be able to navigate to it Check if the license y...

Page 69: ...CHAPTER 6 Performing Administrator Related Operations C435HD Users Administrator s Manual 4 Click Android 64...

Page 70: ...CHAPTER 6 Performing Administrator Related Operations C435HD Users Administrator s Manual 5 Click Android Devices Bulk Device Actions 65...

Page 71: ...r Related Operations C435HD Users Administrator s Manual 6 Select OS Android Device Administrator Device Action Delete and then Next 7 Select Devices to include and search for the user for which enrol...

Page 72: ...CHAPTER 6 Performing Administrator Related Operations C435HD Users Administrator s Manual 8 Select all the devices to be removed and click Select icon 9 After the devices are selected click Next 67...

Page 73: ...CHAPTER 6 Performing Administrator Related Operations C435HD Users Administrator s Manual 10 Click Create a task to delete all the selected devices enrolled with a particular account is created 68...

Page 74: ...on is created the admin receives notification It may take some time to completely sync the devices with the account so after delet ing the devices wait for 30 minutes before signing in Updating Micros...

Page 75: ...er Setup DHCP options configuration After devices are added to the Device Manager they re allocated to tenants by selecting Change Tenant in the Actions menu Unless already used it s recommended to le...

Page 76: ...administrators can configure how often periodic provisioning cycles will occur to suit enterprise management preference To configure how often periodic provisioning cycles will occur Use the followin...

Page 77: ...TTPS Android based Teams devices support an HTTPS connection To establish an HTTPS connection The server certificate must be signed by a well known Certificate Authority OR A root intermediate CA cert...

Page 78: ...default 1 date_time time_format 12 default 24 network dhcp_enabled 0 1 network ip_address network subnet_mask network default_gateway network primary_dns network pecondary_dns network pc_port 0 1 offi...

Page 79: ...CHAPTER 6 Performing Administrator Related Operations C435HD Users Administrator s Manual provisioning period weekly day provisioning period weekly time provisioning random_provisioning_time 74...

Page 80: ...tch is powering the phone Phone is not ringing Ring volume is set too low Increase the volume see Adjusting Ring Volume on page 56 Screen display is poor Screen settings Adjust the phone s screen brig...

Page 81: ...n the next page Running Tcpdump on page 79 Getting Information about Phones on page 80 Remote Logging Syslog on page 82 Getting Diagnostics on page 83 Getting a Bug Report on page 86 Activating DSP Re...

Page 82: ...with the device is established 4 Next to the field PC folder click the Browse button and navigate to and select the folder to which to send data to use for debugging Capturing the Phone Screen AudioCo...

Page 83: ...sers Administrator s Manual 2 In the Teams IP Phone Address field enter the IP address of the device get it by pressing the MENU hard key About phone Status IP Address 3 Click SSH Connect a connection...

Page 84: ...p png Rename it to a name related to the screen you captured If you don t rename it it will be overwritten the next time you take a screenshot Running Tcpdump Tcpdump is a common packet analyzer that...

Page 85: ...H and run the following commands cd storage emulated 0 mkdir recording cd recording tcpdump w rtp pcap 2 After running TCPDump reproduce the issue 3 Press Ctrl C to stop TCPDump curl T storage emulate...

Page 86: ...utility s Command field enter the following and then click Send getprop ro bootloader To get DSP information using SSH protocol in the utility s Command field enter the following and then click Send...

Page 87: ...logs are collected in real time Remote Logging via Syslog can be enabled from the below below To enable Remote Logging via Syslog from the Teams IP Phone Utility 1 In the Teams IP Phone Utility see Te...

Page 88: ...Syslog using SSH type the following command at the shell prompt setprop persist ac rl_address Getting Diagnostics Getting Diagnostics is identical to Getting a Bug Report on page 86 with these except...

Page 89: ...ck Get Diagnostics 3 After a short period view in the results pane a Finished indication 4 Open the folder on the PC to which you commanded the application to send the information and locate and open...

Page 90: ...ne s Secure Digital SD Card and then later collect them using Secure Copy Protocol SCP based on Secure Shell SSH protocol Whenever an issue occurs the administrator can dump the logs into the SD Card...

Page 91: ...state TEAMS_1 3 16 undated txt dumpstate_log undated 2569 txt logcat log Getting a Bug Report Getting a Bug Report is identical to Getting Diagnostics on page 83 with these exceptions A Bug Report can...

Page 92: ...e Utility To activate DSP Recording 1 In the AudioCodes Teams IP Phone Utility see Teams IP Phone Utility on page 75 for more information enter the phone s IP address click SSH Connect and browse to a...

Page 93: ...ate DSP Recording 1 In the AudioCodes Teams IP Phone Utility see Teams IP Phone Utility on page 75 for more information click Stop DSP Record after a period of recording see Activating DSP Recording o...

Page 94: ...Installing the Teams APK or Any Other APK using SSH below Getting the Phone IP Address Network administrators can get a phone s IP address using SSH protocol To get the phone s IP address using SSH p...

Page 95: ...port purposes general logs can be collected also using the Microsoft Admin Center The logs can help debug Teams application issues and also for issues related to the device To collect logs 1 Reproduce...

Page 96: ...HAPTER 7 Troubleshooting C435HD Users Administrator s Manual 4 Click Proceed the logs are uploaded to the server Figure 7 2 Microsoft Teams Admin Center Logs Upload to Server 5 Click the History tab 9...

Page 97: ...ds via GUID UUID see Getting Logs using UUID on the next page via the phone see Getting Logs via the Phone below Getting Logs via the Phone To get Company Portal logs via the phone 1 Reproduce the iss...

Page 98: ...ard android data com microsoft windowsintune companyportal files Files are quite heavy so you may need to pull them one by one Getting Logs using UUID Many different kinds of generators are available...

Page 99: ...fter copying the UUID number as shown in Getting Logs using UUID on the previous page execute the command adb shell as shown in the following example adb shell am broadcast a com microsoft windowsintu...

Page 100: ...ated UUID with the number that you copied for example am broadcast a com microsoft windowsintune companyportal intent action IPPHONE_ UPLOAD_LOGS es SessionID 0d23126e 0e2f 4b5b 92de f07521f92e48 n co...

Page 101: ...o capture the Audio traffic Collecting Media Logs blog from the Phone Network administrators can collect Media Logs blog from the phone To collect Media Logs blog from the phone 1 Access the phone via...

Page 102: ...This page is intentionally left blank CHAPTER 7 Troubleshooting C435HD Users Administrator s Manual 97...

Page 103: ...com documentation feedback 2021 AudioCodes Ltd All rights reserved AudioCodes AC HD VoIP HD VoIP Sounds Better IPme dia Mediant MediaPack What s Inside Matters OSN SmartTAP User Management Pack VMAS V...

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