Exporting logs and config files (Poly) in zoom app

You can help the support team troubleshoot any issues you may be experiencing by providing log files and/or configuration files to the support team. If you want to download these files to submit them to support for further analysis, then you can do so from the web interface.

Prerequisites for exporting logs and configuration files for Poly phones

• Devices that are supported by Polycom

• Zoom’s web portal has been updated with the Polycom device

• In the account-level settings for desk phones, web interface is enabled

How to access the phone’s web interface

Note:

• In this page, you will see screenshots taken from a VVX series phone, but you may also find instructions that apply to SoundPoint and SoundStation phones as well.

• When Zoom Phone is configured by default, provisioned devices are not able to access the web interface. During the configuration of account-level desk phones, make sure the web interface is selected in the settings for the phone if you are unable to access the web interface.

1. Press the Home icon on your phone, then select Settings from the menu that appears.

2. Upon clicking Status, you will be able to see the Network tab.

3. Make note of the IP address that you see in the IPv4 Addr section of TCP/IP Parameters.

4. If you are connecting your phone to the same network as your computer, open up a web browser on the computer.

5. After entering https://, you will need to enter the IP address of the phone.
   Note: Please add a security exception if your browser displays a security warning before proceeding.

6. Ensure that you are logged in as an Admin to the web interface.
   Note: Admin passwords are set to 456 or 789 by default. It is recommended that you contact the vendor of the phone if you do not remember the username or password. Zoom’s web portal allows you to view the password that you have set for the admin account if you have set the password globally.

How to export logs and configuration files using the phone’s web interface

1. When you hover the mouse over the Diagnostics menu in the top menu bar, you will see the View & Download Logs link appear.

2. The log file can be downloaded by clicking the Export button.

3. Click the Import & Export Configuration option under the Utilities section of the screen.

4. In the Export Configuration window, click the plus (+) icon next to it and click the Export button.

Note: It is recommended that you visit Polycom support to learn more about setting up syslog.