Solved Polycom VVX 300 Won't Join to Server

[TagleRock]

Hello All,

I am new to 3CX, I am looking into using it as a replacement to our hosted VoIP we currently have. Some basic information on the setup is below, if further information is needed let me know.

3cx server: Debian VM
Phone: Polycom VVX 300 running UC Software version 5.7.1.2205, upgraded from 5.4 as part of troubleshooting
SIP Provider: sip.us (only for testing, will switch to spectrum (formerly known as time warner) if I can get this to work)
Provision method: Manual - that is I entered the server manually through the web interface of the phone

So when I first started this I got the phone to join to the server using the old UCS, I hadn't rebooted it in a while because after it joined to the 3CX server I started messing with the SIP trunk. When I got that working with inbound and outbound calls I wanted to try messing with the BLF settings to see how it will work for our receptionist, so I setup a BLF button to monitor a dummy extension with no phone on it and rebooted the phone to get it to show up on the screen. After this reboot it wouldn't connect again, it just shows an x next to the my name on the screen and gives the whole "URL calling is disabled" message when trying to use the phone. Here is the steps I have tried so far

Clearing all BLF fields - no change
Re-entering provisioning server through web interface - no change
Upgraded UCS to 5.7.1.2205 (using Polycom automatic updater on phone web interface) - no change, but side note, after doing the update the phone started boot looping and getting stuck at "updating initial configuration" or something like that, I had to yank the power cord to get it stop and boot up. i confirmed through the web interface it did upgrade but still no change
Reset to factory defaults and try provisioning again - Got stuck at "Please Wait", had to yank the power and then it started looping at "updating initial configuration..." had to yank the power again and then booted up to the now familiar x's on the screen.

At this point I'm at a loss, I'm not entirely sure why it was working before and now it will no longer connect, and i'm beginning to fear Polycom's firmware bricked the phone. I put a snippet of the logs below, I looked around and didn't see much information about them, at least not pertaining to 3CX and Polycom. Any help is greatly appreciated, thanks!

Log:

0424134332|em   |*|00|Initial log entry. Current logging level 4
0424134332|dbs  |*|00|Initial log entry. Current logging level 4
0424134332|osd  |*|00|Initial log entry. Current logging level 4
0424134333|clist|*|00|Initial log entry. Current logging level 4
0424134333|clist|4|00|dbCfg::getServerDir:Unknown dbCfg type
0424134333|clist|4|00|dbCfg::getServerDir:Unknown dbCfg type
0424134333|clist|4|00|dbCfg::getServerDir:Unknown dbCfg type
0424134333|clist|4|00|dbCfg::getServerDir:Unknown dbCfg type
0424134335|pgui |5|00|Received theme(1) : Existing Theme(1)
0424134336|app1 |*|00|[AppHybridC]: App is completely initialized.
0424134336|so   |4|00|[SoNcasC]: appncascontext termination:1
0424134336|so   |4|00|[SoNcasC]: Case Handling termination:1
0424134336|app1 |4|00|Corporate directory is not Enabled.
0424134336|cfg  |5|00|Prm|Parameter reg.x.outboundProxy.port requested type 0 but is of type 2
0424134336|sip  |*|00|Sip Register Usr:501 Dsp:Keegan Santos Auth:'trtvoice' Inx:0
0424134336|utilm|4|00|uBLFUnCompressed: File /ffs0/Config/Local/WebTicket/0/sip.usr doesn't exist or is empty
0424134337|clist|4|00|dbCfg::getServerDir:Unknown dbCfg type
0424134337|clist|4|00|dbCfg::getServerDir:Unknown dbCfg type
0424134337|sip  |*|00|Fast Boot Measurement Point: Ready for Call, uptime: 74.211 sec.
0424134337|moh  |*|00|Initial log entry. Current logging level 4
0424134337|moh  |4|00|SoNcasMohC::soNcasmohCfgInit: File provisioning for Music On Hold is defined only for Lync Profile and if Music On Hold feature is enabled
0424134337|cfg  |*|00|Prov|Starting to provision
0424134337|cfg  |*|00|Prov|Starting to update
0424134339|brow |*|00|Initial log entry. Current logging level 4
0424134355|app1 |4|00|NO background set!!!
0424134355|pgui |5|00|Received theme(1) : Existing Theme(1)
0424134355|ec   |*|00|Initial log entry. Current logging level 4
0424134408|pgui |5|00|Received theme(1) : Existing Theme(1)
0424134408|sip  |4|00|Registration failed User: 501, Error Code:480 Temporarily not available
0424134417|app1 |4|00|AppBrowserUiC::browserResetRebootFlag Setting the reboot flag to false for browser.

0424134417|app1 |4|00|AppBrowserUiC::configure() Enter
0424134417|app1 |4|00|AppBrowserUiC::configure() - Home url - [], idle url - []
0424134417|pgui |5|00|Received theme(1) : Existing Theme(1)
0424134418|brow |4|00|Timezone value = CST6CDT,J71/2:0:0,J309/2:0:0, Browser state - 1, Visible - 0

0424134418|brow |4|00|CWebLayoutMgr::handleProxyConfiguration Enter

0424134418|brow |4|00|CWebLayoutMgr::handleProxyConfiguration Default

0424134418|brow |4|00|CWebLayoutMgr::handleProxyConfiguration Exit

0424134420|app1 |4|00|[AppExchangeUiC::populateAutoDiscoverUrl] Internal & External EWS url's are empty
0424134420|pgui |5|00|Received theme(1) : Existing Theme(1)
0424134426|app1 |5|00|AppPhoneLockC::Init - bPhoneLockState [0]

 

[TagleRock]

Ok so it turns out I did not put the provisioning files in there, i went ahead and did this. I restarted the phone and it did pull a 3CX background this time, which i'll have to work on changing later because it blacks out everything, I tried several different kinds of restarts and the results were the same as was the pcap.

....BUT, after a burger/vape induced epiphany, it occurred to me the behavior being exhibited can sometimes be indicative of a conflict of some kind on the network. I shutdown the 3CX server and cleared the arp cache on my computer, pinged, got a timeout, did arp -a, and, there was the answer staring at me. My machine had arp'd and pulled a different MAC address than the one belonging to the 3CX server, when an arp was being sent out on the network it was returning the MAC of the firewall for the 3CX's server's IP, this is why no HTTP packets hit the server, why it would provision only in the morning when i come in or after an extended period of time (ARP entry expired), and why when i rebooted the server it would provision but never again after that. I logged into our ASA and found out there is a rule I must have put in there when I first started trying to get the RTP traffic to flow. Since our ASA is pre 8.3 I can't setup a NAT entry for a range of ports for RTP, I found a way around this by creating a one-to-one NAT entry and putting the port range as a rule in the ACL on the outside interface, but the very first NAT entry I did was backwards and was causing the firewall to reply to ARP requests for the 3CX's IP. Good lord have mercy what a mess for a simple oversight on my part. Thank you all that replied, I am glad I posted here because if not I probably never would have uploaded those provisioning files to the server. NOW....I just have to figure out how to modify that background, I don't mind the 3CX logo for the moment, its the black background it has, it makes it impossible to see any of the text on the screen next to the BLF buttons.

If someone could provide some quick insight on that I would be greatly appreciative, but as usual I will be googling to see if I can figure it out.

 

[TagleRock]

Actually I figured out the background thing, just had to go into the phones config on the web interface, find the background file name, and replace it. I think everything is good now, thanks!

 

[TagleRock]

One last question. How do I change the ring tone for calls coming into the phone from the outside? Haven't been able to figure that one out yet.

 

[TagleRock]

Nevermind I figured it out, I had to create a custom provisioning template and specify the ringer numbers, add the phone with the custom template on the extension, and then re-provision it, worked like a charm.

 

[YiannisH_3CX]

Glad to see the issue has been resolved and thank you for updating the thread with your solution