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Troubleshooting Your
SoundPoint IP 200W Phones

This chapter provides you with some tools and techniques for troubleshooting

SoundPoint IP 200W phones and installations. The phone can provide

feedback in the form of on-screen error messages, status indicators, and log

files for troubleshooting issues.
This chapter includes information on:

•

Error Messages

•

Logging

This chapter also presents phone issues, likely causes, and corrective actions.

Issues are grouped as follows:

•

Power and Startup

•

Configuration File

•

Gateway

•

Access to Screens and Systems

•

Calling

•

Displays

•

Audio

Review the latest release notes for the SoundPoint IP 200W for known

problems and possible workarounds. For the latest release notes, go to

Polycom Customer Support at

http://www.polycom.com/support/voip/

If your problems is not listed in this chapter nor described in the latest release

notes, contact your Certified Polycom Reseller for support.

Содержание SoundPoint IP 200W

Страница 1: ...August 2007 Edition 1725 17802 001 Rev A F W 7 94 Provisioning and Configuration Guide for the SoundPoint IP 200W ...

Страница 2: ...ing patent applications held by Polycom Inc Disclaimer Some countries states or provinces do not allow the exclusion or limitation of implied warranties or the limitation of incidental or consequential damages for certain products supplied to consumers or the limitation of liability for personal injury so the above limitations and exclusions may be limited in their application to you When the impl...

Страница 3: ...e phone Information Services Developer s Guide which describes how to write applications for the Information Services on the SoundPoint IP 200W phones For support or service please contact your Polycom distributor or go to Polycom Technical Support at http www polycom com support voice Polycom recommends that you record the phone part numbers firmware version and partner platform for future refere...

Страница 4: ...Provisioning and Configuration Guide SoundPoint IP 200W iv ...

Страница 5: ...tocols 3 2 Setting Up the Boot Server 3 2 Deploying Phones From the Boot Server 3 3 Creating Configuration Files 3 3 Deploying Phones 3 7 Setting Handset and Gateway Security 3 10 Updating Firmware 3 11 Firmware Files 3 12 Updating Firmware 3 14 Setting Up DNS SRV Failover 3 16 Changing Languages 3 17 Changing Call Progress Tones 3 18 4 Troubleshooting Your SoundPoint IP 200W Phones 4 1 Error Mess...

Страница 6: ...ion Guide SoundPoint IP 200W vi Gateway 4 8 Access to Screens and Systems 4 10 Calling 4 10 Displays 4 13 Audio 4 13 Router 4 14 A Configuration File A 1 Syntax of Configuration File A 1 Configuration Parameters A 2 Index Index 1 ...

Страница 7: ...chapter contains information on What is the SoundPoint IP 200W Available Features To deploy SoundPoint IP 200W phones on the network refer to Setting up Your System on page 3 1 To troubleshoot any problems with your SoundPoint IP 200W phones on the network refer to Troubleshooting Your SoundPoint IP 200W Phones on page 4 1 What is the SoundPoint IP 200W The SoundPoint IP 200W phone consists of a c...

Страница 8: ...one line per handset Call forward all on busy on no answer Voicemail support reception and handling of voice mail indication and call to voice mail server Call timer Call transfer and call hold for internal calls Call waiting indication Caller ID with name from phone book Distinctive ringing Call log of incoming outgoing missed calls Call return from call log Intercom handset to handset through ga...

Страница 9: ...dby Automatic or fixed registration of handset to gateway SIP registration automatically through HTTP page or from handset or configuration file Displayed information in idle mode signal battery level time Message waiting indicator missed calls voice mail 128 x 128 bit display with 65536 colors and backlight Quality of service Type of Service ToS CODECs G 711 64 kbps A law u law G 729 Maintenance ...

Страница 10: ...Provisioning and Configuration Guide SoundPoint IP 200W 1 4 ...

Страница 11: ... all configuration parameters The local web interface allows access to only a limited set of configuration settings The handset user interface enables access to some VoIP account setting access is controlled by a simple PIN code scheme This guide provided information and instructions regarding the file transfer administration interface System Requirements The provisioning system for the SoundPoint...

Страница 12: ...possibly dynamic web tree of WMLc decks containing info browse information These servers can be placed either on the Internet or on a corporate local area network LAN For more information on Polycom s suggested server configuration refer to Setting Up the Boot Server on page 3 2 Note The InfoPush Server and InfoBrowse Server are optional and not available at the default setting Note As the firmwar...

Страница 13: ...ng Up the Network Setting Up the Boot Server Deploying Phones From the Boot Server Updating Firmware Setting Up DNS SRV Failover Changing Languages Changing Call Progress Tones For more information on the configuration files refer to Configuration File on page A 1 To troubleshoot any problems with your SoundPoint IP phones on the network refer to Troubleshooting Your SoundPoint IP 200W Phones on p...

Страница 14: ...which the base will request the configuration file from a preset location a network address stored in non volatile memory Setting Up the Boot Server You must set up the boot server and create configuration files for each SoundPoint IP 200W gateway that you want to deploy Of the servers described in System Requirements on page 2 1 only one combined Configuration and Firmware Update Server is descri...

Страница 15: ...oundPoint IP 200W phone perform the following tasks Create the configuration files Deploy the phones Optionally you can set the handset and gateway security Refer to Setting Handset and Gateway Security on page 3 10 Creating Configuration Files The SoundPoint IP 200W phone can recognize encrypted or unencrypted files which it downloads from the boot server and it can encrypt files before uploading...

Страница 16: ...he default daylight savings parameters will likely be necessary outside of European locations a Optional Disable the local web HTTP server or change its signalling port if local security policy dictates b Change the default location settings for the user interface language and time and date format For more information refer to Configuration File on page A 1 To create an encrypted configuration fil...

Страница 17: ... for the change to take effect Note The gateway automatically looks for cry file first and if not successful it will look for a cfg The process is repeated 3 times in case the boot server doesn t respond on the first request Therefore move the unencrypted MAC cfg file out of the Config directory if you do not want it accidentally used by the gateway Note For instructions on connecting the handset ...

Страница 18: ...change the location of the configuration file through the configuration file itself 1 Press the OK key then select the Settings Network Settings DHCP Boot Server change to Static if necessary and then press the OK key again This will ensure that the gateway uses the manually configured boot server address 2 Change NETWORK_TFTP_SERVER in the current configuration file at the current location For mo...

Страница 19: ...er interface From the idle display on the SoundPoint IP 200W phone press the OK key select the Settings Menu and then press the OK key again Select Network Settings IP Mode Static and press the OK key Enter the IP address subnet mask DNS server and default gateway Press the Yes soft key Reset the gateway 2 Create a configuration file named MAC cfg For more information refer to Creating Configurati...

Страница 20: ... of the gateway While the SoundPoint IP 200W handset shows the idle display press the Volume Up key to access the System Status menu 6 Enter the IP address of the gateway into the address field of a web browser connected to the same network as the SoundPoint IP 200W For example http 192 168 0 1 The default login name is Polycom and the default password is 456 7 Select System Settings in the sideba...

Страница 21: ...page A 1 c Select the VoIP lines that you want the current handset to receive calls on and then press the OK key d Press the End Call key e Repeat step c for the VoIP lines that you want to the current handset to place calls on and then press the OK key Warning When a gateway is reset any active calls on the SoundPoint IP 200W will suspend any reboot requests until the there is no active calls The...

Страница 22: ...the configuration file define the Handset ID to a specific DECT_SUB_x DECT_SUBS_1 023140051241 d Specify the call group for each handset CALL_GROUPS1 1 e Set the default line type to VOIP for the handset USER_PRIMARY_LINE_PP1 1 f Set the default outgoing VOIP line USER_VOIP_LINE_PP1 1 g Reset the gateway for changes to take effect Setting Handset and Gateway Security You can set a shared four digi...

Страница 23: ...DE to 0x94 0x94 would set the access code to 9494 2 Do the following steps to set the access code on your handset a Select Settings System Settings Access Code Handset b Enter the same four digit code you entered in step 1 3 Reset the gateway Updating Firmware The firmware update server only keeps one version of firmware at a time The file location on the server is configurable The time required t...

Страница 24: ...fwu Release information and address information is published in a text file dirlist txt which must be placed in the same folder as the firmware files By default the phone requests its firmware files from ROOT Updates For example the folders could be E TFTP Root Data Updates E TFTP Root Data Updates UserGroup1 For example the folder content could be DirList txt PereGw_fr01_v0790 fwu PerePP_fr01_v07...

Страница 25: ...release DisplayRelDate 0605241700 0001 DisplayName Version0001 An example of dirlist txt is shown below DirFileFormat 001 Version v0605 Display name Version0605 Display info Internal SW release Display release date 24 5 2006 17 00 Filename VoipLanGw_v0605 fwu Low area Device ID 0xd9a0010 Start address 0x81000 Link date 24 5 2006 16 40 High area not used Filename VoipLanPp_v0605 fwu Low area Device...

Страница 26: ...be downgraded as well as upgraded To upgrade the firmware manually 1 Press the OK key then select Settings System Settings 2 Enter the PIN code the default value is 456 3 Select Firmware Update 4 Select the current version 5 Select English The Update System prompt appears 6 Select Yes The firmware is updated on the phone To schedule a firmware update Method 1 For Relative Time 1 In the configurati...

Страница 27: ...ate using checksync notify 1 Press the Volume Up key on any handset to get the MAC address and IP address of the gateway 2 Refer to your IP PBX manual on how to send a checksync notify to the target device When the entire update has been successfully completed the yellow alert box Upgraded to version number appears Note This will trigger the gateway to immediately compare it s firmware version wit...

Страница 28: ... the gateway for at least 15 seconds All four indicator lights will turn on Setting Up DNS SRV Failover Using DNS SRV will allow you to setup a call server failover for the SoundPoint IP 200W gateway To set up the SoundPoint IP 200W for failover using SRV 1 Setup SRV for the host domain example bind DNS configuration _sip _udp SRV 0 0 5060 callserver1 domain com SRV 1 0 5060 callserver2 domain com...

Страница 29: ...lecting Settings System Settings Languages If you change the language the phone will search for the specific language file on the boot server and essentially perform a firmware update This may take some time As English resides in every language file a firmware upgrade is not performed when reverting back to English from another language The German language is loaded by default The following langua...

Страница 30: ...in the gateway If you select Europe you will also need to select your country To change the country variant 1 On the handset press the OK key then Settings 2 Press the following keys on the dialpad in this order 4 2 6 8 and 5 3 Select Gateway Country Variant 4 Select US or EU Once you make the selection the gateway will reboot automatically If you selected US then the North American call progress ...

Страница 31: ...0 4000ms Netherlands 340 550Hz 340 550Hz cadence 500 500ms mean 340 550Hz cadence 1000 4000ms 400 450Hz cadence 500 9500ms mean Norway 410 440Hz nominal 425Hz 410 440Hz nominal 425Hz cadence 500 500ms 410 440Hz nominal 425Hz cadence 1000 4000ms 1400Hz 200 2000 200 90000 200 90000ms on off on off on off Portugal 300 450Hz 300 450Hz cadence 500 500ms 300 450Hz cadence 1000 5000ms Spain 410 440Hz 410...

Страница 32: ...Provisioning and Configuration Guide SoundPoint IP 200W 3 20 ...

Страница 33: ...s Logging This chapter also presents phone issues likely causes and corrective actions Issues are grouped as follows Power and Startup Configuration File Gateway Access to Screens and Systems Calling Displays Audio Review the latest release notes for the SoundPoint IP 200W for known problems and possible workarounds For the latest release notes go to Polycom Customer Support at http www polycom co...

Страница 34: ...plication cannot access the selected software version The selected software is not present in the dir list 2 Network not available This error appears to the user when the SoundPoint IP 200W experiences network problems This can be due to an unplugged Ethernet cable or an HTTP 1 1 response codes most are presented to the user as a network error 3 VOIP_FWU_STATUS_UNKNOWN This error indicates that th...

Страница 35: ... boot server 1 Verify that the Boot Server Log directory was created on the boot server 2 Do one of the following steps a Use configuration file to enable only boot logging copies only the first 5K of boot log VOIP_LOG_AUTO_UPLOAD 1 10 Unknown format of DirFile The downloaded DirFile is in an unknown format This could indicate that the SoundPoint IP 200W is downloading firmware from a wrong folder...

Страница 36: ...net Mask 255 255 0 0 0205232816 N 10 TFTP boot server not set by DHCP Using Static 0205232816 N 10 DHCP Discover completed 0205232816 N 0f Time Server 172 23 0 235 0205232816 N 0f Boot server venus vancouver polycom com Config Type TFTP 0205232816 N 17 BF Number of configurations parsed 116 0205232816 N 17 NSC Number of configurations parsed 99 0205232816 N 0f RemCfg Successful load of Config 0008...

Страница 37: ...r polycom com 0205232816 N 09 Registering UA 2 on domain as prod1 vancouver polycom com 0205232816 N 09 Registering UA 40961 on domain portalphone net 0205232816 N 09 Registration of user i00087b030148 at UA 40961 succeeded 0830145057 N 01 Time Synchronized with time server 0830145058 N 09 Registration of user 9436 at UA 1 succeeded 0830145058 N 09 Registration of user 9474rtx at UA 2 succeeded ...

Страница 38: ...an 60 seconds Verify handset is in range of the gateway Ensure that the gateway AC_CODE matches the Phones AC_CODE By default this is set to 0000 Move the handset closer to the gateway place it in the charger and reset the gateway Reset Handset using the Service menu Press the OK key then select System Press the following keys on the dialpad 4 2 6 8 and 5 Select Handset Defaults to reset the hands...

Страница 39: ...ot server The WEBUI debug log will also indicate if a configuration file failed to load The debug log will indicate the TFTP server it is using and the file path of the configuration file Ensure these are correct The number of configurations parsed indicates the number of configurations lines are actually taking effect The configuration file contains hidden characters that the gateway cannot proce...

Страница 40: ...en the WAN port on the gateway and the LAN port on your modem or router is connected properly The Ethernet connection from the gateway is broken Verify the modem or router is connected Check that the batteries are inserted with the plus and minus ends facing the correct way Press and hold the End Call key Verify the gateway can retrieve an IP address In Network settings check that the IP mode corr...

Страница 41: ...7th DHCP request 14 Wait 64 seconds 15 Display DHCP error 16 Wait 500 seconds and restart If DHCP offer is received on any point before step 15 the startup is successful and execution leaves the algorithm The phone is searching for a gateway The gateway could be rebooting and should be back up within 60 seconds The phone is looking for a gateway to connect to but can not find an available gateway ...

Страница 42: ...ine calls cannot be made The landline cable may be disconnected Verify the landline cable is connected Check that the landline cable between the Line port on the gateway and the telephone wall outlet is connected properly Verify the landline is operational Check with your landline provider Landline calls cannot be received The country setting may be incorrect Verify the country setting is correct ...

Страница 43: ...ay was not reset after the configuration was changed Verify the gateway has been reset after you saved the configuration Reset the gateway and allow the gateway 2 minutes to log in at your service provider The router may use port forwarding Verify the router does not use port forwarding Check that you have configured your router so that it assigns the same IP address to your SoundPoint IP 200W s M...

Страница 44: ... manual The router firmware may need updating Verify the router firmware is updated Check your router s user manual to see how to update the firmware Verify the router does not block IP calls The gateway may not be connected to the call server or service provider network Verify the gateway is logged in at the service provider Check that all cables are connected properly and check that power is tur...

Страница 45: ...ndset is in range of the gateway Move the handset closer to the gateway Symptom Problem Corrective Action There is no audio during IP calls The router may be blocking the audio Verify the router is not blocking audio Use port forwarding Check your router s user manual to see how to configure port forwarding The sound quality of IP calls is poor There is excessive data traffic on the broadband conn...

Страница 46: ... Disabled and then press the Yes soft key when prompted to save changes 20 Press the Reset button on the back of the gateway for the changes to take effect To change the STUN keep alive interval 1 In the Settings menu select Internet settings and then press the OK key 2 Select STUN keep alive and then press the OK key 3 Press the Erase soft key to delete the current settings enter a new interval a...

Страница 47: ... The parameter name is a text string without spaces The value can be a null terminated string a decimal or hexidecimal value or an array of hexidecimal decimal values Two forward slashes can be used to indicate a comment in the configuration file The phone will replace those parameters that are represented in the configuration file This means that only a subset of the parameters can be included in...

Страница 48: ...of the following types uint8 uint16 or uint32 No other types are supported The Size field specifies the size of the field in Type units for example if size is 2 and the type is uint16 the entry will be 4 bytes The total size in bytes may not exceed 250 bytes Name Type Size Permitted Values Interpretation Network Settings Defines NAT traversal parameters and local port settings SIP_RPORT_ENABLE uin...

Страница 49: ...ves are sent in order to keep NAT bindings If SIP_STUN_BINDTIME_DETERMINE is set to 1 SIP_STUN_KEEP_ALIVE_TIME will be overruled and keep alives will be sent with a frequency of half of determined bindtime SIP_RTP_PRIORITY uint8 1 positive integer default is 0 Priority of RTP traffic based on the IP layer ToS byte See RFC 1349 for details cost bit is not supported Bit 7 5 defines precedence Bit 4 ...

Страница 50: ...d If set to 2 all VoIP menus and menu items are deleted from the handset ENABLE_PSTN unit8 1 0 disable PSTN default 1 enable PSTN If set to 0 ignore incoming PSTN calls and hides PSTN specific items in handset UI Remember to select a VoIP line as emergency line and to disable landline in call groups CODEC_SILENCE_SU PPRESSION uint8 1 0 no suppression default 1 suppression activated This parameter ...

Страница 51: ...equency Time between fetch of network time GMT_TIME_ZONE uint8 1 0 to 32 where 0 GMT 12 hours default 1 GMT 11 hours 13 GMT 14 GMT 1 hour default is 13 The local time zone the difference from GMT Provisioning Server Settings MANAGEMENT_TRAN SFER_PROTOCOL uint8 1 0 TFTP default 1 HTTP The protocol used for firmware and configuration file downloads NETWORK_TFTP_SER VER uint8 32 IP address or URL dou...

Страница 52: ... qualified domain name FQDN Set to domain name or IP address All outgoing SIP signalling is sent to this server SRV_0_SIP_UA_DATA _PROXY_PORT uint16 1 port number default is 5060 Listening port of the outbound proxy Set to 0 if you are implementing SRV for failover SRV_0_SIP_UA_DATA _REREG_TIME uint16 1 positive integer units in seconds default is 3600 Specified the time between re registration at...

Страница 53: ...dles INFOPUSH SRV_1_SIP_UA_DATA _DOMAIN uint8 32 IP address or URL double quoted default is Null The domain name of the content server SRV_1_SIP_UA_DATA _SERVER_PORT uint16 1 port number default is 5060 The port number of the content server SRV_1_SIP_UA_DATA _PROXY_ADDR uint8 32 IP address or URL double quoted default is Null The content server for INFOPUSH SRV_1_SIP_UA_DATA _PROXY_PORT uint16 1 p...

Страница 54: ...s are numbered according to CodecCfg c SRV_1_DTMF_SIGNAL LING uint8 1 0 inband 1 SIP Info 2 RTP Named Event see RFC2833 default Parameter specifying how to transmit DTMF signalling SRV_1_SIP_UA_DATA _SERVER_TYPE uint8 1 positive integer 1 SIP 2 Management server 4 INFOPUSH default The type of server The server can be configured for more types at once For example if used for both Management and INF...

Страница 55: ...s how a destination URI of the format SIP user domain for an outgoing call must be specified with respect to the domain part SRV_2_SIP_UA_CODE C_PRIORITY uint8 5 Comma separated list terminated with 0xFF 0 PCMU 20 ms 1 PCMA 20 ms 4 G729AB default is 0 1 4 0xFF 0xFF Ranking of CodecTypes Unused entries must be 0xFF Entries referring unsupported entries are ignored Codecs are numbered according to C...

Страница 56: ...F set SUBSCR_INFOPUSH_SIP_UA_DATA_SIP _NAME to i00087b034E1F SUBSCR_INFOPUSH_ SIP_UA_DATA_SERVE R_ID uint8 1 0 to 2 default is 1 The server Identifier SUBSCR_INFOPUSH_ UA_DATA_AUTH_NAM E uint8 36 string double quoted default is Null The authentication username for this account It can be the same as the phone number SUBSCR_INFOPUSH_ UA_DATA_AUTH_PAS S uint8 36 string double quoted default is Null T...

Страница 57: ...ation of forward on busy FWD_ON_NO_ANSWE R_ACT_PSTN uint8 10 phone number double quoted default is 0 The star code for activation of forward on no answer FWD_ON_NO_ANSWE R_DEACT_PSTN uint8 10 phone number double quoted default is 0 The star code for deactivation of forward on no answer FWD_UNCOND_ACT_ PSTN uint8 10 phone number double quoted default is 0 The star code for activation of uncondition...

Страница 58: ...RIDG_SIP_PIN_3 uint8 4 PIN code default is Null The PIN code for bridging from SIP to PSTN 3 BRIDG_SIP_PREDEFI NED_NR uint8 22 phone number default is0x00 Predefined number to dial on SIP when bridging from PSTN to SIP BRIDG_UA uint8 1 positive integer default is 0 The user agent used when the bridged call from the PSTN to SIP dialled Voice Subscriptions Eight separate VoIP accounts can be set up ...

Страница 59: ...nt Identity IPEI Mapping Eight handsets can be mapped The IPEI for handset 1 is shown DECT_SUBS_MATCH_ IPEI uint8 1 0 disabled default 1 enabled Enable Disable Match IPEI to HS number DECT_SUBS_1 uint8 1 positive integer default is 000000000000 IPEI value allowed for handset 1 There can be up to 8 different substitute names HANDSET_1_NAME uint16 11 string double quoted default is Null Handset Idle...

Страница 60: ...y Line EMERGENCY_PRIMA RY_PORT uint8 1 0 to 8 0 PSTN 1 VoIP line 1 default 8 VoIP line 8 Specifies the line to use when emergency numbers are detected Scheduled Firmware Updates FWU_POLLING_ENAB LE uint8 1 0 disabled default 1 enabled If set to 1 schedule firmware updates FWU_POLLING_MODE uint8 1 0 absolute 1 relative to boot Polling mode for firmware update FWU_POLLING_PERIO D uint32 1 positive i...

Страница 61: ...hen DST starts DST_START_DAY_OF _WEEK uint8 1 1 Sunday default 2 Monday 7 Saturday Specifies day of week when DST starts DST_START_WDAY_L AST_IN_MONTH uint8 1 0 false default 1 start day of week last in month Specifies when in month to start DST DST_STOP_MONTH uint8 1 1 to 12 default is 11 Specifies month when DST stops DST_STOP_DATE uint8 1 1 to 31 default is 1 Specifies date when DST stops Note ...

Страница 62: ...Provisioning and Configuration Guide SoundPoint IP 200W A 16 ...

Страница 63: ...time settings A 15 deploying phones from boot server 3 3 3 7 deployments types 2 1 dirlist txt 3 13 E emergency line settings A 14 encrypting configuration files 3 4 3 8 F factory defaults resetting 3 16 failover 3 16 feature list 1 2 firmware files 3 12 firmware update checksync notify 3 15 errors 4 2 manual 3 14 methods 3 14 scheduled 3 14 firmware version installed 3 16 G gateway security 3 10 ...

Страница 64: ...progress tones 3 18 changing languages 3 17 deploying phones 3 3 3 7 failover 3 16 features 1 2 overview 1 1 planning 2 1 resetting gateway 3 7 3 11 supported languages 3 17 status menu 4 3 STUN mode 4 14 supported languages 3 17 supported provisioning protocols 3 2 system requirements 2 1 T telephone settings A 3 troubleshooting audio issues 4 13 bootROM error messages 4 2 calling issues 4 10 con...

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