Troubleshoot Polycom BToE Connector Installation
If the Polycom BToE Connector fails to install, download and reinstall the application from Polycom Voice
Support on your computer.
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.
If you cannot access the log files, contact your system administrator for assistance.
Procedure
1. Open the Start menu and select your user name.
2. Select the folders AppData > Local > Temp > MSI*.LOG.
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.
If you cannot access the log files, contact your system administrator for assistance.
Procedure
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.
Troubleshoot Pairing Your Phone with Your Computer
If you are having trouble pairing your VVX phone with your computer, make sure the Ethernet cable is
plugged into the PC port on the phone.
If the Ethernet cable is connected properly and a warning message that the phone was unable to pair
continues to display, ensure that Polycom BToE Connector is an allowed program in your system's
firewall on your computer.
Procedure
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.
Troubleshooting
Polycom, Inc. 139
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