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210Appendix
Troubleshooting Guide
Global Management System User’s Guide
Software Update
Software Update Now doesn’t work. I get the following status: “Failed”, “Location
Unspecied” and “File does not exist”.
LOCATION UNSPECIFIED:
The softupdate.exe for a specic model indicates that the le was not uploaded onto the
server.
FILE DOES NOT EXIST:
The softupdate.exe le was uploaded onto the server but was deleted from the server
through some means other than Global Management System.
FAILED:
This usually happens because Global Management System does not have the correct
password for the video endpoint, or because the video endpoint was turned off or
disconnected from the network.
You can nd out the cause of the failure by looking at the update log for that system. The
update log les are usually located in the drive:\Polycom\PWX\log\1_1_1_1_@_yyyy-mm-
dd-ss.logon the Global Management System server machine, and they are named with the
IP address of the ViewStation, followed by the date and time that the update was run. For
instance, the le 111_11_11_111_@_2000-11-01-10-57-38.log is for the update that was
run at 10:57:38, on Nov. 1, 2000, for the ViewStation at the address 111.11.11.111. Within
this log, the message “Error in password” means that Global Management System does
not have the correct password for this ViewStation. The message “Could not connect”
means that the ViewStation was not responding.
Account Validation
I have created several accounts and set Account Validation on ViewStation to enable.
When making video call, ViewStation always drop call even when I enter the correct
account. To me, Account Validation does not work.
Account Validation only works with the rst URL in the Manager URL list. If your
ViewStation is being managed by more than 1 Global Management System, or if a
previous Global Management System was shut down, and the ViewStation was then
added to a new Global Management System, then you could have more than 1 URL in the
Manager URL list on the ViewStation.
Select that ViewStation in the Systems list, and click on the Management tab. You will see
the list of URL’s for that ViewStation. Make sure that the address of Global Management
System server where you created the accounts is in the rst position.