Troubleshooting
Before troubleshooting, ensure all prerequisites prerequisites are met.
If Polycom AV integrations fail to discover or monitor, troubleshoot using the following steps:
- Check if any alerts have been generated on the Polycom AV resource or gateway, or if there are any error logs in vprobe.
- If there is an error or alert related to the end device connectivity or authentication, try checking the reachability of the end device from the gateway with the following commands:
- to ping the IP address provided in the configuration:
{ping <IP Address>}
- to try telnet:
{telnet <IP Adress> <Port>}
- To run an API:
Prepare the request payload by using the following sample request:
{ “apiVersion”: “debug/v1”, “module”: “Debug”, “app”: “poly-voip-phone”, “action”: “Reachability”, “payload”: { “protocol”: “
”, “ipAddressOrHostName”: “<ipAddressOrHostName”, “port”: “ ”, “userName”: “ ”, “password”: “ ”, “requestPath”: “ ”, “requestMethod”: “ ”, “version”: “ ” } } Encode the request payload to base64.
Log in to the gateway console and connect to the GCLI terminal using the
{gcli}
command.Run the command by using the generated base64 encoded string into the following command:
{sdkappdebug <base64 encoded string>}
- to ping the IP address provided in the configuration: