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TPH
Occasional Visitor
Posts: 3
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Re: SFB Cloud / VVX / Web sign-in "Failed to get pair code"

I'm getting the same error on my phone. If I use web sign-in, I get the "Failed to get pair code" error. If I try to use a password, I get a login failure even though I am using a newly generated app password (I use Azure two-factor authentication, so need an app password for things like SfB Online).

 

I set several systems' log levels to Debug. Here are the results when I tap the "Web Sign-in" button: 

  

0403131911|app1 |0|00|AppBrowserUiC::TimerOut500ms : Counter values - [0], [1051], [1] [105].
0403131911|btoe |0|00|BtoeAD timer expired 
0403131912|copy |4|00|Configuration of URL failed
0403131912|cfg  |4|00|Prov|Could not download file 0004f2d688a9-web.cfg
0403131912|cfg  |4|00|Prov|Uploading phoneWeb.cfg failed
0403131912|cfg  |4|00|Prov|Update configuration failed
0403131913|app1 |1|00|AppC::turnOnBacklight: IsUserInput: 1
0403131913|app1 |1|00|AppC::turnOnBacklight: IsUserInput: 1
0403131913|app1 |1|00|AppC::turnOnBacklight: IsUserInput: 1
0403131914|app1 |*|00|AppC::updateBackLightAndTouchScrStates() - Backlight states - present - [2], previous - [0].
0403131914|app1 |1|00|AppC::turnOnBacklight: IsUserInput: 0
0403131914|app1 |3|00|[COnlineRegRequestExecute] Selected Sent to Server [Default]
0403131914|curl |3|00|timeout on name lookup is not supported
0403131914|app1 |1|00|AppHybridC::processEventFromUi, pAppUi->m_nBlockUICounter=0, pAppUi->pAppUi->m_bBlockUserActions=1  UI is blocked 
0403131914|curl |3|00|About to connect() to bootstrap.pinauth.services.skypeforbusiness.com port 443 (#0)
0403131914|curl |3|00|  Trying 13.92.80.132... 
0403131914|curl |3|00|the local port callback returned 0
0403131914|curl |3|00|Local port: 29099
0403131914|curl |3|00|Connected to bootstrap.pinauth.services.skypeforbusiness.com (13.92.80.132) port 443 (#0)
0403131914|curl |3|00|successfully set certificate verify locations:
0403131914|curl |3|00|  CAfile: /ffs0/ca3.crt
  CApath: none
0403131914|curl |3|00|SSLv3, TLS handshake, Client hello (1):
0403131914|curl |0|00|SSL DATA_OUT: Data of len 124 not displayed
0403131914|btoe |0|00|BtoeAD timer expired 
0403131914|curl |3|00|SSLv3, TLS handshake, Server hello (2):
0403131914|curl |0|00|SSL DATA_IN: Data of len 81 not displayed
0403131914|curl |3|00|SSLv3, TLS handshake, CERT (11):
0403131914|curl |0|00|SSL DATA_IN: Data of len 3062 not displayed
0403131914|curl |3|00|SSLv3, TLS handshake, Server finished (14):
0403131914|curl |0|00|SSL DATA_IN: Data of len 4 not displayed
0403131914|curl |3|00|SSLv3, TLS handshake, Client key exchange (16):
0403131914|curl |0|00|SSL DATA_OUT: Data of len 262 not displayed
0403131914|curl |3|00|SSLv3, TLS change cipher, Client hello (1):
0403131914|curl |0|00|SSL DATA_OUT: Data of len 1 not displayed
0403131914|curl |3|00|SSLv3, TLS handshake, Finished (20):
0403131914|curl |0|00|SSL DATA_OUT: Data of len 16 not displayed
0403131914|curl |3|00|SSLv3, TLS change cipher, Client hello (1):
0403131914|curl |0|00|SSL DATA_IN: Data of len 1 not displayed
0403131914|curl |3|00|SSLv3, TLS handshake, Finished (20):
0403131914|curl |0|00|SSL DATA_IN: Data of len 16 not displayed
0403131914|curl |3|00|SSL connection using AES256-SHA
0403131914|curl |3|00|Server certificate:
0403131914|curl |3|00|	 subject: CN=*.pinauth.services.skypeforbusiness.com
0403131914|curl |3|00|	 start date: 2016-05-31 20:16:53 GMT
0403131914|curl |3|00|	 expire date: 2018-02-28 20:16:53 GMT
0403131914|curl |3|00|	 issuer: C=US, ST=Washington, L=Redmond, O=Microsoft Corporation, OU=Microsoft IT, CN=Microsoft IT SSL SHA2
0403131914|curl |3|00|	 SSL certificate verify ok.
0403131914|curl |1|00|HEADER_OUT: GET /api/DeviceConfig/Polycom/Default?api-version=1.0 HTTP/1.1
...
0403131915|curl |1|00|HEADER_IN : HTTP/1.1 200 OK
0403131915|curl |1|00|HEADER_IN : Cache-Control: no-cache
0403131915|curl |1|00|HEADER_IN : Pragma: no-cache
0403131915|curl |1|00|HEADER_IN : Content-Type: text/xml; charset=utf-8
0403131915|curl |1|00|HEADER_IN : Expires: -1
0403131915|curl |1|00|HEADER_IN : Server: Microsoft-IIS/8.5
0403131915|curl |1|00|HEADER_IN : X-Content-Type-Options: nosniff
0403131915|curl |1|00|HEADER_IN : Strict-Transport-Security: max-age=31536000; includeSubDomains
0403131915|curl |1|00|HEADER_IN : Date: Mon, 03 Apr 2017 12:19:11 GMT
0403131915|curl |1|00|HEADER_IN : Content-Length: 610
0403131915|curl |1|00|HEADER_IN : 
0403131915|curl |0|00|DATA_IN   : Data of len 610 not displayed
0403131915|curl |3|00|Connection #0 to host bootstrap.pinauth.services.skypeforbusiness.com left intact
0403131915|curl |3|00|Closing connection #0
0403131915|curl |3|00|SSLv3, TLS alert, Client hello (1):
0403131915|curl |0|00|SSL DATA_OUT: Data of len 2 not displayed
0403131915|curl |3|00|timeout on name lookup is not supported
0403131915|curl |3|00|getaddrinfo(3) failed for common:80
0403131915|curl |3|00|Couldn't resolve host 'common'
0403131915|curl |3|00|Closing connection #0
0403131915|Devic|4|00|parseAndSaveRequiredInfo: Failed to get Response for req(2)
0403131915|Devic|4|00|Response received:
0403131915|Devic|4|00|HttpRespCode [480], CurlRespCode [6]

0403131915|app1 |2|00|[CSeGetDevicePairingServiceRsp::execute] URL= , Paircode= 
0403131915|app1 |3|00|[CSeGetDevicePairingServiceRsp::execute] Service is ended

 I will post a follow-up post with the log from a username/password sign-in attempt, which also is not working.

 

TPH
Occasional Visitor
Posts: 3
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Re: SFB Cloud / VVX / Web sign-in "Failed to get pair code"

Attached is a copy of a log from a username/password sign-in attempt, which also returns a failure message even though the log appears to indicate a successful connection.

 

 

Polycom Employee & Community Manager
Posts: 13,308
0

Re: SFB Cloud / VVX / Web sign-in "Failed to get pair code"

Hello TPH,

welcome to the Polycom Community.

SCANSOURCE COMMUNICATIONS sold this unit back in 23/12/2015 so at present it is out of warranty.

 

I already opened a ticket internally as 1-5667015737 VESC-7525 so please watch this post. 

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services

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: 13,308
0

Re: SFB Cloud / VVX / Web sign-in "Failed to get pair code"


TPH wrote:

Attached is a copy of a log from a username/password sign-in attempt, which also returns a failure message even though the log appears to indicate a successful connection.

 

 


Hello TPH

 

I can only see:

 

0403132444|AuthS|4|00|parseOAuth2ErrorCodeDetails: csErrorCode[invalid_grant]
csErrorDescription[AADSTS70002: Error validating credentials. AADSTS50126:
Invalid username or password

Is this Office 365 / Skype for Business online as I can sign into a test account.

 

 

Best Regards

 

Steffen Baier

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.
TPH
Occasional Visitor
Posts: 3
0

Re: SFB Cloud / VVX / Web sign-in "Failed to get pair code"

Yes, this is Office 365 / Skype for Business Online. I wonder if there is a problem with my two-factor authentication--I'm copying the password straight out of Microsoft's app password page and into the VVX 500's web admin page. I just tried it again with a newly generated password and it failed. 

 

Thanks. I will watch for news on the Web Sign-in issue.

Occasional Visitor
Posts: 1
0

Re: SFB Cloud / VVX / Web sign-in "Failed to get pair code"

I am hearing on other forums that time.windows.com is severly degraded (at least in US)... I belive that the default NTP for the SFB client is this host.  I wonder if it could be related; there was mention of NTP issue in one of your logs.

Occasional Visitor
Posts: 3
0

Re: SFB Cloud / VVX / Web sign-in "Failed to get pair code"

 

We are experiencing the same issue.   Phone are setup with Sfb Online, using provisioning server.  Version on provisioning server is 5.5.1.11526.  We have Sfb auto updates off.     Today, phones are rolling back to 5.4.1.17653 and cycling to upgrade and downgrade.  I wonder where it is getting this old version?

 

We have case open with Polycom.

Microsoft case, says there are no issues.  Sfb Online is good.

 

I also get the "Failed to get pair code" when logging in.

 

When upgrading to latest firmware, from Polycom, "

5.5.1.15937, same issue to failed to get pair code.       What I found interesting, is that Polycom's upgrade server doesnt list other versions we where using like 5.5.1.11526 or even the old version its rolling to, 5.4.1.17653.
 
 

 

 

 

 

 

Polycom Employee & Community Manager
Posts: 13,308
0

Re: SFB Cloud / VVX / Web sign-in "Failed to get pair code"

Hello ingramleedy,

welcome to the Polycom Community.

Would it be possible to not mix issues within the same post ?

 

For your downgrade issue via the S4B server Microsoft host's the Software 5.4.1 on the Skype for Business Online server.

 

If you want to prevent the phone from downgrading this is already discussed => here <=

 

What is the Polycom reference usually starting with 1- ?

 

The "Failed to get pair code" issue is already reported by multiple parties and I am working internally on this.

 

There is not fix for this as of yet as we have not even identified if this is a Polycom or a Microsoft issue.

 

The latest version is online as 5.5.1.15937 as we recently released a new hardware as explained -> here <-


Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services

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.
Occasional Visitor
Posts: 1
0

Re: SFB Cloud / VVX / Web sign-in "Failed to get pair code"

I am also experiencing the same issues - got into the office this morning to find around 70 devices signed out and Web SIgn-In no longer functioning. I have raised a case as follows: 1-5741930691

 

I know we aren't suppoesd to mix issues but I also experienced the issue where one of my devices downgraded itself to an old version. Resolved that issue and got it back onto version 5.5.1.12442. Now hoping to get a solution to the Web Sign-In as quickly as possible. One point to note, we are using O365 and are able to sign in using the 'User ID' option, however users prefer the 'Web Sign-In' option.

 

Cheers!

Occasional Visitor
Posts: 3
0

Re: SFB Cloud / VVX / Web sign-in "Failed to get pair code"

[ Edited ]

I understand trying to keep the issue in their silos, but when triaging them they both happened at the same time.  

 

We've been able to stablize the firmware cycling with the recommended changes.  My guess it Microsoft stamped something and we took the update even though,

 

EnableDeviceUpdate                    : False

 

Using the fix, in your provisioning server, something like this seems to be holding.

 

<LYNCUpdate device.set="1" device.prov.lyncDeviceUpdateEnabled.set="1" device.prov.lyncDeviceUpdateEnabled="0"/>

 

 

Now we can focus the "Web Sign-In", "Failed to get pair code".

 

Our case is: 1-5741628086