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Polycom Employee & Community Manager
Posts: 13,091
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[FAQ] Troubleshooting sign in issues

[ Edited ]

Hello all,

 

this FAQ should help to easily troubleshoot Skype for Business / LYNC sign in issues.

 

The original FAQ => here <= should be consulted as well.

 

The Phone logs can help to troubleshoot issues found via  Diagnostics > View & Download Logs

 

CommunityLogging_00.PNG

 

NTP:

 

002137.009|sip  |4|00|Server certificate verification failed, Untrusted Certificate
002137.010|sip  |4|00|MakeTlsConnection: SSL_connect error 1

The above is the phone missing an NTP Time server !

 

The red highlighted Area shows the phone not having a valid time as shown => here <=

 

Without the time the phone cannot verify the Certificate. The Time should display as MMDDHHMMSS

 

0123120329|log  |5|00|Skipped uploading of failed log file because no of failures are > 4 or last upload failed time is < 60 seconds.

The above shows the January the 23 and the time as 12:03:29

 

DNS:

 

182141.243|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'xxxxxxxxxx.onmicrosoft.com' found no records
182141.243|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'xxxxxxxxxx.onmicrosoft.com' found no records
182141.243|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'xxxxxxxxxx.onmicrosoft.com' found no records
182141.243|sip |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'sipinternal.xxxxxxxxxx.onmicrosoft.com' found no records
182141.243|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'sipinternal.xxxxxxxxxx.onmicrosoft.com' found no records
182141.243|sip |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'sipexternal.xxxxxxxxxx.onmicrosoft.com' found no records
182141.243|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'sipexternal.xxxxxxxxxx.onmicrosoft.com' found no records
182141.243|sip |4|00|MakeTlsConnection: SSL_connect error 1
182141.243|sip |4|00|MakeTlsConnection: connection failed error -1
182141.243|sip |4|00|Registration failed User: Username, Error Code:480 Temporarily not available

The above is the phone missing an NTP Time server and in addition cannot resolve the DNS.

 

Without the DNS the phone is unable to connect to the server. You need to fix your DNS

 

Certificate:

 

Change the logging

 

CommunityLogging_01.PNG

 

  • Settings > Logging > Global Settings > Global Log Level Limit > Set to DEBUG
  • Settings > Logging > Log File Size (Kbytes) > 160  or on a Trio 512
  • Settings > Logging > Module Log Level Limits > SIP > Set to DEBUG

 

0213083902|sip  |3|63442|[TLS] Validating Subject Alternative Name(s) (SAN) and Common Name (CN) against the following:
0213083902|sip  |3|63442|[TLS]            Hostname: microsoft.com
0213083902|sip  |3|63442|[TLS]      Outbound Proxy: microsoft.com
0213083902|sip  |3|63442|[TLS] Hostname connection: sipfed0M.online.lync.com  
0213083902|sip  |1|63442|[TLS] Comparing certificate SAN type DNS: 'sipfed.online.lync.com'
0213083902|sip  |1|63442|[TLS] Comparing certificate SAN type DNS: '*.online.lync.com'
0213083902|sip  |1|63442|[TLS] Comparing certificate SAN type DNS: '*.infra.lync.com'
0213083902|sip  |1|63442|[TLS] Comparing certificate SAN type DNS: '*.lync.com'
0213083902|sip  |3|63442|[TLS] None of the SAN(s) matched  
0213083902|sip  |3|63442|[TLS] Attempting to validate certificate Common Name (CN)  0213083902|sip  |4|63442|[TLS] Server Certificate Common Name 'sipfed.online.lync.com' doesn't match any of the following:
0213083902|sip  |4|63442|[TLS]            Hostname: microsoft.com
0213083902|sip  |4|63442|[TLS]      Outbound Proxy: microsoft.com
0213083902|sip  |4|63442|[TLS] Hostname connection: 
0213083902|sipfed0M.online.lync.com
0213083902|sip  |4|63442|[TLS] Server Certificate SAN or CN validation failed  
0213083902|sip  |2|63442|MakeTlsConnection: post connect check of hostname(s) failed, original SSL verification result was: (0: ok)

In the above example the Server Certificate SAN or CN validation failed. Please check your certificate.

 

Or

 

  • Settings > Logging > Global Settings > Global Log Level Limit > Set to DEBUG
  • Settings > Logging > Log File Size (Kbytes) > 160  or on a Trio 512
  • Settings > Logging > Module Log Level Limits > CURL > Set to Event 3
0123134226|curl |3|00|Connected to xxx.xxx.com (xx.xx.xx.xx) port 443 (#0)
0123134226|curl |3|00|successfully set certificate verify locations:
0123134226|curl |3|00|  CAfile: /data/polycom/ffs0/ca3.crt
  CApath: none
0123134226|curl |3|00|SSLv3, TLS handshake, Client hello (1):
0123134226|curl |0|00|SSL DATA_OUT: Data of len 87 not displayed
0123134226|curl |3|00|SSLv3, TLS handshake, Server hello (2):
0123134226|curl |0|00|SSL DATA_IN: Data of len 85 not displayed
0123134226|curl |3|00|SSLv3, TLS handshake, CERT (11):
0123134226|curl |0|00|SSL DATA_IN: Data of len 2878 not displayed
0123134226|curl |3|00|SSLv3, TLS alert, Server hello (2):
0123134226|curl |0|00|SSL DATA_OUT: Data of len 2 not displayed
0123134226|curl |3|00|SSL certificate problem, verify that the CA cert is OK. Details:
error:14090086:SSL routines:SSL3_GET_SERVER_CERTIFICATE:certificate verify failed
0123134226|curl |3|00|Closing connection #0

Again check your certificate

 

Username or Password:

 

  • Settings > Logging > Global Settings > Global Log Level Limit > Set to DEBUG
  • Settings > Logging > Log File Size (Kbytes) > 160  or on a Trio 512
  • Settings > Logging > Module Log Level Limits > CURL > Set to Event 1
0125071627|curl |3|00|	 SSL certificate verify ok.
0125071627|curl |1|00|HEADER_OUT: POST /adfs/services/trust/2005/usernamemixed HTTP/1.1
...
0125071627|curl |1|00|HEADER_IN : HTTP/1.1 100 Continue
0125071627|curl |1|00|HEADER_IN : HTTP/1.1 500 Internal Server Error
0125071627|curl |1|00|HEADER_IN : Content-Length: 1000
0125071627|curl |1|00|HEADER_IN : Content-Type: application/soap+xml; charset=utf-8
0125071627|curl |1|00|HEADER_IN : Server: Microsoft-HTTPAPI/2.0 Microsoft-HTTPAPI/2.0
0125071627|curl |1|00|HEADER_IN : Date: Wed, 25 Jan 2017 07:16:26 GMT
0125071627|curl |1|00|HEADER_IN : 
0125071627|curl |3|00|Connection #0 to host sts.<obscured>.com left intact
0125071627|curl |3|00|Closing connection #0

 

Exchange:

 

  • Settings > Logging > Global Settings > Global Log Level Limit > Set to DEBUG
  • Settings > Logging > Log File Size (Kbytes) > 160  or on a Trio / CX5500> 512
  • Settings > Logging > Module Log Level Limits > Exchange Client > Set to DEBUG
  • Settings > Logging > Module Log Level Limits > Presentation > Set to DEBUG
1222180154|pgui |4|00|'vvm' Service CSoapTransaction network error = Operation canceled (5)
1222180154|pgui |4|00|Visual Voice Mail service network error 5.
1222180154|pgui |4|00|EWS SOAP service network error 5.

 and later

 

1222180634|pgui |4|00|CSoapTransaction error = Socket operation timed out (4)
1222180634|pgui |4|00|'ews' Service CSoapTransaction network error = Socket operation timed out (4)
1222180634|pgui |4|00|Calendar: Network error occured 4 

 

Option 43 for Extension & Pin troubleshooting:

 

 

LoggingDebug.PNG Tickt.PNG Config_log.PNG

 

 

Incorrect or incomplete:

 

0918144405|tickt|1|00|soWebTicketServersGet: request URI is /mex 

 

Correct example:

 

0919080727|cfg  |3|00|Prov|[CfgLyncSipSrvDiscover::cbFoundOption] Received STS-URI is 'https://lyncfe01.t3voipuk.lab:443/CertProv/CertProvisioningService.svc'
202646.012|tickt|1|00|soWebTicketServersGet: request URI is https://lyncfe01.t3voipuk.lab:443/CertProv/CertProvisioningService.svc/mex

 

Adding a Favorite:

 

 

Adding a LYNC / Skype for Business Favorite should appear instantaneous on the Phone once added by the Client.

 

  • Settings > Logging > Module Log Level Limits > SIP > Set to Event 1
  • Settings > Logging > Module Log Level Limits > Application > Set to Event 2

     

0206171740|sip  |2|00|Received modifiedContact
0206171740|sip  |2|00|(1)groupId for contact 'stefftrioroom01@t2voice.co.uk' - 1
0206171740|sip  |2|00|(2)groupId for contact 'stefftrioroom01@t2voice.co.uk' - 2
0206171740|sip  |3|00|SipOnEvContactsUpdate action '0' address 'SteffTrioRoom01@t2voice.co.uk' subscribed 1
0206171740|app1 |2|00|AppPhoneC::OnEvContactsUpdate - Action: 0, szNumber: SteffTrioRoom01@t2voice.co.uk, szDisplayName: SteffTrioRoom01@t2voice.co.uk, subscribed 1, bRefresh 1
0206171740|app1 |2|00|BuddyListC::Delete (Directory not updated)
0206171740|app1 |2|00|BuddyListC::AddItem2 name:SteffTrioRoom01 number:SteffTrioRoom01@t2voice.co.uk status:20
0206171740|app1 |2|00|appUi::updateLyncContacts - refresh 1
0206171740|app1 |2|00|compareEMLineKeys - EM Line key 6 name is different
0206171740|app1 |2|00|compareEMLineKeys - lines are same - 1
0206171740|sip  |2|00|SipOnEvContactPresenceUpdate user 'SteffTrioRoom01@t2voice.co.uk' 'Steff Trio Room 01' status 'Away' customMsg  ActToken [] ContactCardUpdate[1] EmailId[Steff.TrioRoom01@t2voice.co.uk] MostActiveDevice[0]
0206171740|app1 |2|00|AppPhoneC::OnEvContactPresenceUpdate - szNumber: SteffTrioRoom01@t2voice.co.uk, szDisplayName: Steff Trio Room 01, status: 3, ActivityToken: , CustomMessage: , HomNumb: ,  MobNumb: ,  WorkNumb  : , OtherTel:  voiceMail: bcontactcardupdate = 1 bOOOUpdate:1 bOOOStatus:0 isMostActive=0

Removing the Favorite:

 

0206173020|sip |1|00|MsgSipTcpPacket
0206173020|sip |3|00|CTcpSocket::OnRecvData
0206173020|sip |1|00|signatureBuffer: <TLS-DSK><78AEA425><21><SIP Communications Service><LS13FE01.voice.lab><9bd159d2bec570186720b63d94ac89bb><2><BENOTIFY><sip:steff-vvx4@t2voice.co.uk><F835CE57><sip:steff-vvx4@t2voice.co.uk><CE9B96E5-9E0A6818><sip:steff-vvx4@t2voice.co.uk><tel:+441753431726;ext=31726><>
0206173020|sip |1|00|TLS-DSK:VerifySignature Succeeded
0206173020|sip |2|00|CCallBase::IsChallenged 'BENOTIFY' Dialog Tag 'CE9B96E5-9E0A6818' pRequest Tag 'CE9B96E5-9E0A6818' state 'Confirmed'
0206173020|sip |3|00|CCallNoCall::calculateNewExpire new expires = 27833
0206173020|sip |2|00|Received modifiedContact
0206173020|sip |2|00|(1)groupId for contact 'stefftrioroom01@t2voice.co.uk' - 1
0206173020|sip |3|00|SipOnEvContactsUpdate action '0' address 'SteffTrioRoom01@t2voice.co.uk' subscribed 1
0206173020|sip |2|00|SipOnEvContactPresenceUpdate user 'SteffTrioRoom01@t2voice.co.uk' 'Steff Trio Room 01' status 'Inactive' customMsg ActToken [] ContactCardUpdate[1] EmailId[Steff.TrioRoom01@t2voice.co.uk] MostActiveDevice[0]
0206173020|sip |1|00|CUser::updateBulkContactList : bSendBulkListToApp 1, szNumber [(null)] subscribed 0
0206173020|sip |3|00|sendBulkContactPresenceList typeOfUpdate : 0, contactListSize : 0

Rebooting the Phone:

 

0206172349|sip  |2|00|Received group
0206172349|sip  |3|00|SipOnEvContactGroupUpdate action '0' groupId '1' groupName '~' groupEmail ''
0206172349|sip  |2|00|Received group
0206172349|sip  |3|00|SipOnEvContactGroupUpdate action '0' groupId '2' groupName 'Pinned Contacts' groupEmail ''
0206172349|sip  |1|00|CUser::updateBulkContactList : bSendBulkListToApp 0, szNumber [VVX600-7A6C@t2voice.co.uk] subscribed 0
0206172349|sip  |1|00|CUser::updateBulkContactList : bSendBulkListToApp 0, szNumber [Steff-vvx1@t2voice.co.uk] subscribed 0
0206172349|sip  |1|00|CUser::updateBulkContactList : bSendBulkListToApp 0, szNumber [Steff-vvx2@t2voice.co.uk] subscribed 0
0206172349|sip  |1|00|CUser::updateBulkContactList : bSendBulkListToApp 0, szNumber [Steff-VVX3@t2voice.co.uk] subscribed 0
0206172349|sip  |1|00|CUser::updateBulkContactList : bSendBulkListToApp 0, szNumber [steff-vvx5@t2voice.co.uk] subscribed 0
0206172349|sip  |1|00|CUser::updateBulkContactList : bSendBulkListToApp 0, szNumber [steff-vvx6@t2voice.co.uk] subscribed 0
0206172349|sip  |1|00|CUser::updateBulkContactList : bSendBulkListToApp 0, szNumber [iic1@t2voice.co.uk] subscribed 0
0206172349|sip  |1|00|CUser::updateBulkContactList : bSendBulkListToApp 0, szNumber [steff-vvx3@t2voice.co.co.uk] subscribed 0
0206172349|sip  |1|00|CUser::updateBulkContactList : bSendBulkListToApp 0, szNumber [SteffTrioRoom01@t2voice.co.uk] subscribed 0
0206172349|sip  |2|00|CRoamingContactsSubscriptionMgr::handleSubscribeRoamingContacts- Processed roaming contacts
0206172349|sip  |2|00|CRoamingContactsSubscriptionMgr::handleSubscribeRoamingContacts Total roaming contacts are: 9

 

Determine the general LYNC / Skype for Business status: 

 

Diagnostics > Lync Status or  Diagnostics > Skype for Business Status

 

SkypeStatus.PNG

 

You can expand the various sections to check the individual status

Please be aware:

The purpose of these forums is to allow community members collaborate and help each other.
Questions posted here do not follow Polycom’s SLA guidelines.
If you require assistance from Polycom technical support, please open a
web service request or call us .

The above is necessary in order to track issue internally within Polycom.

You are welcome to post more questions or configuration or logs for other community members to look at but if your issue requires a fix via Polycom you must go via the official support structure.

Please ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

This forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Polycom employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and may be answered on weekends, bank holidays or personal holidays.
Polycom Employee & Community Manager
Posts: 13,091
0

Re: [FAQ] Troubleshooting sign in issues

[ Edited ]

Unable to sign into Skype for Business Online:

 

  • Settings > Logging > Global Log Level Limit > Debug
  • Settings > Logging > Log File Size (Kbytes) > 160 for VVX
    or
  • Settings > Logging > Log File Size (Kbytes) > 512 for RealPresence Trio
  • Settings > Logging > Module Log Level Limits > Web Ticket > Debug
  • Settings > Logging > Module Log Level Limits > SIP > Event 1

 

0314114138|sip  |1|00|CTrans::TimeOut500ms m_nMainTimeoutCount == 0. Call SndMsgFail
0314114138|sip  |3|00|CTrans::TimeOut500ms Self Generated 480 Response
0314114138|sip  |3|00|UA Client Non-INVITE REGISTER trans state 'callingTrying'->'completed' by 480 resp 10 timeout(0x4129f548)

and

 

0210085012|tickt|1|00|[StdRet soWebTicketO365Info::soWebTicketFetchADFSToken()]:[7115]
0210085012|tickt|1|00|Provisioning:Cipher suite = ALL:!aNULL:!eNULL:!DSS:!SEED:!ECDSA:!IDEA:!MEDIUM:!LOW:!EXP:!ADH:!ECDH:!PSK:!MD5:!RC4:@STRENGTH
0210085013|tickt|3|00|[StdRet soWebTicketO365Info::soWebTicketParseSoapError(UtilRapidxmlParserC*, S_SOAP_ERR_INFO*)]:[7857] Start
0210085013|tickt|1|00|[StdRet soWebTicketO365Info::soWebTicketParseSoapError(UtilRapidxmlParserC*, S_SOAP_ERR_INFO*)]:[7949]  csFaultCode [] csReasonText [] csDetailErrorValue [] csInternalErrorCode [] csInternalErrorText []
0210085013|tickt|1|00|[StdRet soWebTicketO365Info::soWebTicketFetchADFSToken()]:[7189]  curlReturn [0] resCode[415] pResponse[ ] bRetVal[-1]
0210085013|tickt|0|00|soWebTicket: msg 7003 0 4b 44d4308
0210085013|tickt|1|00| FSM : Input      = (FSM_INPUT_EVENT_ERROR) (23)
0210085013|tickt|1|00| FSM : Old State  = (FSM_STATE_SIGNIN_O365_FEDERATED) (5)
0210085013|tickt|1|00| FSM : New State  = (FSM_STATE_IDLE) (0)
0210085013|tickt|1|00| FSM : Action     = (ACT_Error) (23)

In the above example Modern Authentication was enabled which is not yet supported on a RealPresence Trio

Please be aware:

The purpose of these forums is to allow community members collaborate and help each other.
Questions posted here do not follow Polycom’s SLA guidelines.
If you require assistance from Polycom technical support, please open a
web service request or call us .

The above is necessary in order to track issue internally within Polycom.

You are welcome to post more questions or configuration or logs for other community members to look at but if your issue requires a fix via Polycom you must go via the official support structure.

Please ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

This forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Polycom employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and may be answered on weekends, bank holidays or personal holidays.