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Polycom VVX Business Media Phones User Guide
Polycom, Inc. 229
If the application installation continues to fail, find the log file for the installation error and call Polycom
Technical Support. The technical support representative needs the log file to understand why the installation
failed.
To find the log file:
1 Open the Start menu and select your user name.
2 Select the folders
AppData > Local > Temp > MSI*.LOG
.
If you cannot access the log files, contact your system administrator for assistance.
Troubleshoot Polycom BToE Connector Start Issues
If the Polycom BToE Connector successfully installs, but the application fails to start or you experience other
application-related failures, uninstall the Polycom BToE Connector and reinstall the application.
If the application still does not start or you experience other related issues, find the log file showing the failed
to start error and call Polycom Technical Support. The technical support representative needs the log file to
understand why the application failed to start.
To find the log file:
1 Open the Start menu and select your user name
2 Select the folders
AppData > Local > Polycom > Polycom BToE Connector
.
3 Click the file polycom_BTOE_log.txt.
If you cannot access the log files, contact your system administrator for assistance.
Troubleshoot Pairing
Make sure that the Ethernet cable is plugged into the PC port on the phone. If a warning icon is displayed
in your phone’s status bar, see the section Investigate Phone Warnings for information on viewing warnings.
If the warning message states that the phone was unable to pair, you need to ensure that Polycom BToE
Connector is an allowed program in your system’s firewall on your computer.
To check whether Polycom BToE Connector is an allowed program:
1 Navigate to Start > Control Panel > System and Security > Windows Firewall > Allow a
program through Windows Firewall.
2 Click Change Settings.
3 Search for Polycom BTOE Connector in the list of applications and click the check boxes for
Domain, Home/Work, and Public networks.