[FAQ] BToE troubleshooting or changing settings for Polycom VVX Business Media Phones

Polycom Employee & Community Manager

[FAQ] BToE troubleshooting or changing settings for Polycom VVX Business Media Phones



BToE Discovery is send from the BToE App to discover the Phone.




udp.port == 2081


If you are unable to see the above a Firewall on the PC is blocking the BToE Discovery


If you can see the above but BToE is still not offer to pair and prompt the user to enter their credentials on the Skype for Business client then a local policy or as an  example, Symantec Endpoint Protection, blocks the communication.


Example BToE Logs:

[11/02/17 : 12:07:20]  PBC: Waiting for IP-Phone Connection(on UDP).....
[11/02/17 : 12:07:22]  PBC: Received packet from 12)
[11/02/17 : 12:07:22]  PBC: Received packet from 0Xafc9540
[11/02/17 : 12:07:22]  PBC: VVX MAC ID 05:06:00:03:06:E6
[11/02/17 : 12:07:22]  PBC: Received VVX Version from IPP is 5.6.0
[11/02/17 : 12:07:22]  PBC: Using newXmlFormat
[11/02/17 : 12:07:22]  PBC: Received paircode is 0, entered paircode is 0
[11/02/17 : 12:07:22]  PBC: Posting WM_DESTROY to all open Dlgs
[11/02/17 : 12:07:22]  PBC: Creating an SSH tunnel (process id: 684)
[11/02/17 : 12:07:22]  PBC: Started the TCP Connection....
[11/02/17 : 12:07:23]  PBC ERR: btoe_network.c: 278 (start_assoc_client) TCP connect failed with error 10061
[11/02/17 : 12:07:23]  PBC ERR:  ssh_tunnel.c: 219 (checkSSH_get_pc_ip_address) No Routable entry found to VVX. Reconfiguring the SSH
[11/02/17 : 12:07:23]  PBC ERR: btoe_network.c:2116 (discovery_server) discovery_server:2116 Error 10057
[11/02/17 : 12:07:23]  PBC ERR: btoe_network.c:2128 (discovery_server) discovery_server:2128 Error 10038
[11/02/17 : 12:07:23]  PBC: Successfully terminated the SSH client process
[11/02/17 : 12:07:23]  PBC: discovery_server: 2180 GRUU_SEND_STATUS NOT_SENT
[11/02/17 : 12:07:23]  PBC: discovery thread exit ..... 
[11/02/17 : 12:07:23]  PBC: Terminating discovery thread

Checking this on the Phone via Menu => Settings > Features > BToE PC Pairing:




PC BToE Application Log Levels:


The BToE application has many additional features documented in the BToE Release notes which allow a user to enable or disable a functionality or enable logging


Open the Windows Registry Editor:


  • For 64bit, navigate to HKEY_LOCAL_MACHINE > SOFTWARE > Wow6432Node > Polycom > Polycom BToE Connector.
  • For 32bit, navigate to HKEY_LOCAL_MACHINE > SOFTWARE > Polycom > Polycom BToE Connector.


As an Example:


Parameter Permitted Value Default Description
NOTIFY_MSG_EN 0 or 1 1 Enable or disable notifications on the system tray.


Change Logging Levels:




The Btoe log file is located in its installation folder:


  • C:\Program Files (x86)\Polycom\Polycom BToE Connector
  • C:\Users\%username%\AppData\Local\Polycom\Polycom BToE Connector


And the Filename: polycom_BToE_log.txt


Please change the “LogLevel” registry value to 4 (debug) or 5 (Verbose Debug).



3 LOG_LEVEL Log level (0 – 5) 0 – Any
1 – Err
2 – WRN
3 – Info
4 – DBG
5 – VDBG


Start BToE application after this and provide the logs of this.


Top copy the Logs to the PC's Desktop:


  • copy "%localappdata%\Polycom\Polycom BToE Connector\polycom_BToE_log.txt" "%userprofile%\Desktop\%DATE:/=-%@%TIME::=-%-%username%-polycom_BToE_log.txt"


Phone BToE logging:


  • Settings > Logging > Global Settings > Global Log Level Limit > Debug
  • Settings > Logging > Global Settings > Global Log Level Limit > Log File Size (Kbytes) > VVX prior to 5.5.0 = 180 after 5.5.0 = 1000
  • Settings > Logging > Module Log Level Limits > BToE > Debug

0730172942|btoe |3|00|ppsProcMsgStopThreads:1864 m_nBtoeState soBtoeMgrStopped
0730172942|btoe |4|00|stopCall ppsBtoe.hSoCall handle is NULL
0730172942|btoe |2|00|stopCall Send End Call Request to LC and assign hsoCall handle to NULL
0730172942|btoe |2|00|PpsBtoeC::handleBtoeStartStopPairing(): m_bEnabled [1], m_ePairingMode:[1] (1-Auto, 2-Manual), bPCPortUP [1]
0730172942|btoe |2|00|Start Pairing (Auto Mode)
0730172942|btoe |2|00|startPairing(2117)
0730172942|btoe |2|00|PC port status is UP. Start BToE manager
0730172942|btoe |2|00|Starting the ssh sever
0730172942|btoe |3|00|m_nBtoeState soBtoeMgrDiscovery
0730172942|btoe |2|00|cBToEAssociation Launched processReceivedRequest
0730172942|btoe |2|00|cBToEAssociation Launched StartAssociationTask
0730172942|btoe |3|00|cBtoeAssociation Waiting for connection from PBC

If official support is required please check how to phone or open a case here

The title Poly Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.


Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
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