Troubleshooting¶

api_disabled¶

TLS succeeded and the certificate matched, but an unauthenticated management request returned 404. Check apps.restapi.enabled in the phone configuration. This is not a routing failure.

auth_failed¶

The phone was reached and identified, but HTTP Digest authentication returned 401. Check the Polycom username and the environment-supplied password.

unreachable¶

TCP/TLS failed, or the certificate CN did not match the Lens MAC. Check the static per-device override before trusting Lens internalIp; Lens inventory addresses can be stale.

A line exists but is unregistered¶

A single line whose SIP address and label look like the phone model is the factory placeholder. The provisioning policy has not delivered the real registration. polyphone.config_param_source{param="reg.1.address",source="default"} distinguishes this case.

CDR logs don't appear¶

Use {service_name="polylens2otel"} | event_name="polylens.cdr". CDR metadata is not a Loki stream label. Empty CDR windows are normal, and late records can take a few minutes to become queryable.

No WebSocket messages¶

deviceStream is edge-triggered. It sends no snapshot and no keepalive data. A quiet stream is normal; polling remains the source of truth.