ShoreTel Connect Error After Phone Firmware Upgrade

Important: This error applies to ShoreTel Connect build 21.79.9310.0 (August release).

After ShoreTel phones install new firmware, some phones may no longer receive the SA-Announce PAPI paging commands.

Diagnostics

Send a test page to ShoreTel phones.  Any phones that don’t activate the speaker light should also have a corresponding error log entry in the SA-Announce logs. 

In SA-Announce navigate to Services > Broadcast Services > Log Level.  Look for this error:

Http : POST to [ip.ad.dr.ess:8086] output = [Unable to connect to the remote server]

Optional: For each phone with the error message, verify the phone still shows allowPapi=true.

  1. On the phone – press Mute+DIAG# (Mute+3424#) to access the Log Upload feature. 
  2. Navigate to Log Upload and press Start.
  3. On the ShoreTel Connect server – open the c:\inetpub\ftproot\MACaddress_YYYYMMDD_HHMMSS.tgz file and navigate to \nvdata\config\pphone.conf and search for allowPapi=true.

Resolution

For each phone with the connection error message:

  1. Press Mute+DIAG# (Mute+3424#) on the phone to access diagnostic features. 
  2. Navigate to Clear Config and press OK
    When the phone finishes rebooting, it will show Available. 
  3. In ShoreTel Connect, the administrator must associate the user account with the phone's MAC address.

Note: After the fix is in place, if phones reboot, these steps may need to be repeated.