Troubleshooting

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>}