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.
- On the phone – press Mute+DIAG# (Mute+3424#) to access the Log Upload feature.
- Navigate to Log Upload and press Start.
- 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:
- Press Mute+DIAG# (Mute+3424#) on the phone to access diagnostic features.
- Navigate to Clear Config and press OK.
When the phone finishes rebooting, it will show Available. - 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.