Tag Archives: cx600

How do I analyze log files off Polycom phones?

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We have a boatload of Polycom CX600 phones for our Lync deployment and recently came across one device that would not connect up to the network.  In doing so, I tried to pull the log files off the device, but as you have probably found, there is no web management gui for the phones at all.  Additionally, if you have figured out how to pull the files off the phone, you are probably wondering how you analyze the files as the log files are in a weird format.

  1. Find the IP address of the phone
    1. Press the middle button on the phone, select System Information, and you should see the IP address.
  2. Navigate to ftp://xxx.xxx.xxx.xxx where the x's is the IP address of the phone
    ftp clg file
  3. Copy the clg* files from the phone over to your desktop
  4. Download a copy of readlog.zip (contains readlog.exe)

    1. Please thank user NeedsCoffee over on the technet forum for providing this! 🙂
      http://social.technet.microsoft.com/Forums/lync/en-US/762fd63a-0813-4474-aa2f-8e633d669362/download-readlogexe-to-review-log-files-from-lync-phone-edition-devices#bd3c9cd0-aff5-4473-b616-07fc751a12fe
    2. Please thank John from my comments below for providing another copy
    3. Note: I scanned the version of readfile John provided in the comments below with http://virustotal.com and uploaded it to my site so we don't have to worry about the free upload sites expiring the download.  If you are the original author of this file and do not wish for it to be distributed, please let me know and I will remove the link.  Here are the virustotal results: https://www.virustotal.com/en/file/2a081b552f0d5678122f00ed796e1aeff376d7feb5033adf99149403a0296d61/analysis/1391885100/
  5. Execute the following command to covert the clg file to text
    1. readlog.exe "system[1].clg1" "system[1].txt"
      readlog clg to txt
  6. Open up the text file in notepad
    1. Here you can see some info about the phone trying to pull the certificate from the lync provisioning service.
      clg txt log

That should do it!  The log file contains a lot of debugging information that Polycom can use to figure out what is going on, or every once in awhile you will luck out and see if the phone is having a tough time finding the certificate server, time server, etc.

Configuring Lync Server to push out latest Microsoft Lync Phone Edition firmware

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I noticed today that a large shipment of Polycom phones we were going to deploy were using the RTM version of Lync Phone Edition and were outdated compared to Microsoft's latest version.  That being said, here is a guide on how to update the firmware for your phones.

At the time of this writing, it appears there are only a few different manufacturers that distribute the Microsoft Lync Phone Edition phones.  For reference, here are the Microsoft URLs for each of those phone types:

Deploying latest firmware for the Microsoft Lync Phone Edition

  1. Download the latest firmware for the Lync Phone Edition device.
    1. In my case, I want to push out the latest firmware for the Polycom CX600s, which can be found here (links to the firmware of other phones can be found above in this same article): http://www.microsoft.com/en-us/download/details.aspx?id=23866
  2. Double click on the downloaded file (UCUpdates.exe), and run through the wizard.
    1. Select your language:
      Microsoft Lync Phone Edition Wizard - Select Language
    2. Accept the EULA
      Microsoft Lync Phone Edition Wizard - Accept EULA
    3. On this step, extract the files to a folder you can recognize.  All firmware downloads are called UCUpdates.exe and ucupdates.cab, so I highly recommend you sort out each firmware to a corresponding folder.
      Microsoft Lync Phone Edition Wizard - Extract To 
    4. Click the "Click this link to open folder in Windows Explorer." and verify you see the ucupdates.cab file.
      Microsoft Lync Phone Edition Wizard - Open Extracted Contents
    5. Here we see the ucupdates.cab file.
      ucupdates - Extracted files
  3. Copy the ucupdates.cab file over to your Lync Front End Server if you didn't in the first step.
  4. Execute the following powershell command (where the WebServer is the Front End Pool or Front End Server in a standalone instance):
    1. Import-CsDeviceUpdate -Identity service:WebServer:lync.mydomain.local -FileName "C:\Polycom CX600\ucupdates.cab" -Verbose
      1. Note: I added the optional -Verbose parameter to show the output of what the PowerShell command is doing behind the scenes.  Some people have mentioned this step taking awhile to complete, this will at least give you some comfort if things are moving forward or not.
  5. Once the command has completed successfully, head over to the Lync Server Control Panel (LSCP) (Web GUI), and navigate to Clients > Device Update.  Here you should see the firmware for your device and you should notice that the version shows up under the "Pending Version" column.  This means that the firmware will NOT be pushed until we manually approve it.
    LSCP - Clients - Device Update - Polycom
  6. Now we will push out the firmware to one device to ensure the firmware actually works.  Inside of the Lync Server Control Panel, click on the Test Device tab.
    1. Click the New... button and then select Global test device
    2. For Device Name, type in something like Polycom CX600 to identify what will be pushed to it, and then enter in the MAC address of the phone in the Unique identifier field.
      1. Note: if you use the MAC address as the Unique identifier, make sure you leave out any special characters, it should be only the hex address.
    3. Here is a screenshot below of my test device:
      LSCP - Clients - Test Device
  7. At this point, all you need to do is wait until the phone reboots and applies the update automatically (you don't need to approve the firmware or anything like that, it just starts to deploy to the test device).
    1. If you want to check what is going on, if you login to your front end server and navigate to C:\inetpub\logs\LogFiles\<randomID>, you can see the process of the phone trying to pull the update files and then reconnecting with the updates.  In my case, I could see the phone boot, pull the new firmware files, and then reboot and make new requests with the latest version in the headers.
    2. 2013-05-16 15:43:13 192.168.1.21 POST /locationinformation/liservice.svc/mex - 443 - 192.168.2.2 OCPhone/4.0.7577.4066+(Microsoft+Lync+2010+Phone+Edition) - 200 0 0 114
      2013-05-16 15:43:13 192.168.1.21 POST /RequestHandler/ucdevice.upx - 443 - 192.168.2.2 Microsoft+UCPhone+Device+(lcs_se_w14_main:1077577:2012/02/18:16:44:15) - 200 0 0 219
      2013-05-16 15:43:13 192.168.1.21 GET /RequestHandler/Files/UCPhone/POLYCOM/CX600/Rev-5/ENU/4.0.7577.4387/CPE/CPE.nbt - 80 - 192.168.2.2 Microsoft+UCPhone+Device+(lcs_se_w14_main:1077577:2012/02/18:16:44:15) - 200 0 995 240
      2013-05-16 15:43:13 192.168.1.21 POST /groupexpansion/service.svc/mex - 443 - 192.168.2.2 OCPhone/4.0.7577.4066+(Microsoft+Lync+2010+Phone+Edition) - 200 0 0 30
      2013-05-16 15:43:15 192.168.1.21 POST /WebTicket/WebTicketService.svc/mex - 443 - 192.168.2.2 OCPhone/4.0.7577.4066+(Microsoft+Lync+2010+Phone+Edition) - 200 0 0 129
      2013-05-16 15:43:17 192.168.1.21 POST /WebTicket/WebTicketService.svc/cert - 443 - 192.168.2.2 OCPhone/4.0.7577.4066+(Microsoft+Lync+2010+Phone+Edition) - 200 0 0 68
      2013-05-16 15:43:17 192.168.1.21 POST /locationinformation/liservice.svc/WebTicket_Bearer - 443 - 192.168.2.2 OCPhone/4.0.7577.4066+(Microsoft+Lync+2010+Phone+Edition) - 200 0 0 197
      ..........Some random logs here..........
      2013-05-16 15:44:16 192.168.1.21 GET /RequestHandler/Files/UCPhone/POLYCOM/CX600/Rev-5/ENU/4.0.7577.4387/CPE/CPE.nbt - 80 - 192.168.2.2 Microsoft+UCPhone+Device+(lcs_se_w14_main:1077577:2012/02/18:16:44:15) - 200 0 0 61951
      2013-05-16 15:44:16 192.168.1.21 GET /RequestHandler/Files/UCPhone/POLYCOM/CX600/Rev-5/ENU/4.0.7577.4387/CPE/CPE.cat - 80 - 192.168.2.2 Microsoft+UCPhone+Device+(lcs_se_w14_main:1077577:2012/02/18:16:44:15) - 200 0 0 44
      2013-05-16 15:44:16 192.168.1.21 GET /RequestHandler/Files/UCPhone/POLYCOM/CX600/Rev-5/ENU/4.0.7577.4387/CPE/CPE.cat - 80 - 192.168.2.2 Microsoft+UCPhone+Device+(lcs_se_w14_main:1077577:2012/02/18:16:44:15) - 200 0 0 10
      ..........Some random logs here..........
      2013-05-16 15:51:55 192.168.1.21 POST /groupexpansion/service.svc/mex - 443 - 192.168.2.2 OCPhone/4.0.7577.4387+(Microsoft+Lync+Phone+Edition) - 200 0 0 11
      2013-05-16 15:51:55 192.168.1.21 POST /locationinformation/liservice.svc/mex - 443 - 192.168.2.2 OCPhone/4.0.7577.4387+(Microsoft+Lync+Phone+Edition) - 200 0 0 8
      2013-05-16 15:51:56 192.168.1.21 POST /WebTicket/WebTicketService.svc/mex - 443 - 192.168.2.2 OCPhone/4.0.7577.4387+(Microsoft+Lync+Phone+Edition) - 200 0 0 10
  8. Once the firmware has been applied to your test device and all is well, we need to approve the firmware for all phones in the organization.  To do so, follow the steps below.
    1. Navigate to Clients -> Device Update
    2. Click Edit, Select all
    3. Click Action, Approve
      LSCP - Clients - Device Update - Approve

Polycom Lync Phone - An account matching this phone number cannot be found

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Symptom:

When you try to sign in to a Polycom Lync Enabled phone (CX600, CX3000, etc.), you receive the following error:

An account matching this phone number cannot be found. Please contact your support team.

Solution:

I found out that this appeared to be caused from a change made to the Lync front-end server.  There are two things that need to happen.

  1. Make sure the ports for 80 and 443 have been opened on the server's firewall.
  2. Try running the following command in the Lync Management Shell on the front-end server.
    1. Test-CsPhoneBootstrap -PhoneOrExt 15555551234 -PIN 5678 -verbose
    2. The verbose command should output all information needed to figure out where things are going wrong.  In my case, I had an issue with the phone being able to pull-down a certificate (The verbose command revealed the following: "Could not download certificate chain from web service.").  After restarting IIS, I was able to authenticate via the phone to Lync.
    3. Just as an FYI, once you see Result: Success, you will be able to login to the phone.  Prior to seeing that, I was seeing a Result: Failed when the phone could not connect.