Configure Debug Level in MPP Phones Registered in Webex Calling

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Updated:August 25, 2022
Document ID:218093

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    Introduction

    This document describes the procedure to set the log level to Debug in MPP (Multiplatform Firmware) Phones from Control Hub.

    Prerequisites

    Requirements

    Cisco recommends that you have knowledge of these topics:

    • Webex Calling
    • Control Hub

    Components Used

    The information in this document is based on these software versions:

    • Cisco 8851 IP Phone - MPP Firmware 11.3.7

    The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, ensure that you understand the potential impact of any command.

    Background Information

    When an MPP Phone has a problem or error, the log level must be set in Debug before a PRT (Problem Report Tool) is retrieved from the device to troubleshoot.

    Set the log level

    In order to correctly configure the log level, navigate to Control Hub > Devices and select the device that has the issue. Confirm that the device shows Online:

    Webex Control Hub - Screen Shot 2022-08-17 at 15.38.59

    On the Device Page, navigate to the Device Management section and select Device Settings.

    Device Management - Screen Shot 2022-08-17 at 15.45.49

    On Device Settings, confirm that Default Logging Level is set to Debugging and select Save.

    Screen Shot 2022-08-21 at 19.59.52

    Note: In order for the changes to take place, reset the device so that it downloads the updated configuration file.

    Generate the PRT

    Once the correct log level has been configured in the device, allow time for the problem to occur and generate the PRT.

    Generate the PRT from the Device

    Step 1. On the device, press the Applications button ab-gtk-208800-06232017-88xx-front .

    Step 2. Go to Status > Report Problem.

    Step 3. Enter Date and Time of the problem.

    Step 4. Select a Description from the list.

    Step 5. Press Submit.

    Generate the PRT from Control Hub

    Step 1.  Navigate to Control Hub > Devices and select the device:

    Webex Control Hub - Screen Shot 2022-08-17 at 15.38.59

    Step 2. On the Phone page go to Support > Device Logs.

    Device Management - Screen Shot 2022-08-21 at 21.07.22

    Step 3. On the Manage Logs page, select Generate Log.

    Manage Logs - Screen Shot 2022-08-21 at 21.16.01

    Verify

     Once the PRT has been submitted either manually or via Control Hub, the available logs are listed on the Manage Logs section:

    Manage Logs - Screen Shot 2022-08-21 at 21.19.09

    Related information

    Revision History

    Revision Publish Date Comments
    1.0
    26-Aug-2022
    Initial Release
    TAC Authored

    Contributed by Cisco Engineers

    • Cesar Avila
      Technical Consulting Engineer

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