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Polycom Phone (If troubleshooting physical IP Phone)
Supported phone for live capturing via steps provided. Yealink phones have an alternate capture method referenced here
Google Chrome Canary (If troubleshooting WebRTC phone)
Chrome Canary must be used (with an optional parameter) in order to temporarily turn off encryption for WebRTC traffic. Doing so allows for a usable audio stream upon analysis of the packet capture
Setting up live capture (Polycom)
Setup Polycom phone
Identify the IP address of your Polycom phone (Settings>Status>Network>TCP/IP Parameters)
In a web browser, enter https://x.x.x.x (eg.. https://10.0.5.68) to navigate to your web configuration for the phone
Depending on your browser, you will see a variation of a security warning. Choose to proceed to the web page
Authenticate using Admin as the user, and 6311 as the password
Navigate to Utilities > Import & Export Configuration
Import the pcap_on.cfg file from
here (To disable capturing after work is complete, import the pcap_off.cfg file)
Reboot phone
Setup Wireshark - Download
Download the appropriate installer for the Operating System in use
Run the installer
Leave defaults for Selected Components
Leave defaults for Additional Tasks
Install to C:\Program Files\Wireshark
Check the box to validate “Install WinPcap…” is selected
Skip USB Capture and Click Install
Capture
Launch Wireshark
Navigate to Capture>Options
Choose “Manage Interfaces”
Select the “Remote Interfaces” tab
Click the “+” button
Enter the IP address of your Polycom phone
Enter 2002 in the Port: field
Choose the Password authentication radio button
Enter Polycom for the Username:
Enter the MAC address of the phone (without colons or spaces, all lowercase) for the Password:
Press OK
You may see 2 new interfaces. If this is the case, choose the one which has a collapsed sub-item which identifies as the phone’s IP address
Press Start
Reproduce issue
Press the Stop button at the top left of the interface
Choose File>Save As… to save the packet capture.
Send capture to SharpenCare
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SIP soft-phone
SIP soft-phone is necessary to accomplish a rolling packet capture since it can be capturing local to the workstation where dumpcap will be running.
Setting up rolling capture – Does not apply to capturing remotely from Polycom
This method is useful for most capture scenarios. It involves setting up Wireshark, installing and configuring a soft-phone, setting up the dumpcap script, and capturing the issue. Due to encrypted RTP present in webRTC traffic, this method is NOT applicable to Sharpen Q phone. For concerns related to Sharpen Q phone, please refer to the webRTC-internals guide
Setup Wireshark - Download
Download the appropriate installer for the Operating System in use
Run the installer
Leave defaults for Selected Components
Leave defaults for Additional Tasks
Install to C:\Program Files\Wireshark
Check the box to validate “Install WinPcap…” is selected
Skip USB Capture and Click Install
...
Navigate to the original extraction point of the DumpcapSetup.zip
Locate the “Uninstall.bat” file and double-click
User Account Control will prompt for evaluated permissions. Continue or enter Administrator credentials to continue
Navigate to Desktop\DumpCap\Captures
Identify the proper capture associated with the incident
Date and time can be interpreted by observing the file name
file_00001_20181101115841.pcap
Year, Month, Day, Hour, Minute, Second indicates start time of file Date Modified File Explorer column indicates the end time of the file
Copy the identified packet capture file
Upload the file to a cloud storage solution such as Google Drive, Onedrive, Dropbox, etc...
Provide public link to Sharpen in SharpenCare case
Sharpen will analyze the capture in conjunction with server-side captures to help reach root cause understanding.
Setting up live capture (Polycom)
This method is useful if you’re able to reproduce an issue on demand, and are using a polycom phone. This involves enabling an optional setting on the phone, and capturing the stream of the phone remotely via Wireshark.
Setup Polycom phone
Identify the IP address of your Polycom phone (Settings>Status>Network>TCP/IP Parameters)
In a web browser, enter https://x.x.x.x (eg.. https://10.0.5.68) to navigate to your web configuration for the phone
Depending on your browser, you will see a variation of a security warning. Choose to proceed to the web page
Authenticate using Admin as the user, and 6311 as the password
Navigate to Utilities > Import & Export Configuration
Import the pcap_on.cfg file from here (To disable capturing after work is complete, import the pcap_off.cfg file)
Reboot phone
Setup Wireshark - Download
Download the appropriate installer for the Operating System in use
Run the installer
Leave defaults for Selected Components
Leave defaults for Additional Tasks
Install to C:\Program Files\Wireshark
Check the box to validate “Install WinPcap…” is selected
Skip USB Capture and Click Install
Capture
Launch Wireshark
Navigate to Capture>Options
Choose “Manage Interfaces”
Select the “Remote Interfaces” tab
Click the “+” button
Enter the IP address of your Polycom phone
Enter 2002 in the Port: field
Choose the Password authentication radio button
Enter Polycom for the Username:
Enter the MAC address of the phone (without colons or spaces, all lowercase) for the Password:
Press OK
You may see 2 new interfaces. If this is the case, choose the one which has a collapsed sub-item which identifies as the phone’s IP address
Press Start
Reproduce issue
Press the Stop button at the top left of the interface
Choose File>Save As… to save the packet capture.
Send capture to SharpenCare