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- Poly Phones
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- VVX 410 BTOE LYNC Sign on Issue for SINGLE user.
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06-10-2014 01:16 PM
I have one phone that is not able to log into the system via BTOE. If the user puts his information in manually, the phone will connect.
The strange part is, I created a second account for this users using his middle initial, that also can not log in. No other users in the environment have any problems.
I will include the logs from a reboot and login attempt, any advice that can point me in a direction to find the solution would be great. I am at a complete loss.
TIA
Rogan
0610145329|app1 |*|00|Event: Multiple Key Combo 1 0610145329|app1 |*|00|Manual Reboot 0610145329|ldap |4|00|ldapXfer::start:xferStart failed cState=-1 0610145329|app1 |*|00|AppC::appReboot corp dir shutdown complete 0610145329|so |*|00|SoNcasC::procMsg: Client service shutdown complete 0610145344|wdog |*|00|Watchdog Expired: tSupObjs, 8 0610145344|log |*|00|---------- Final log entry ---------- 000017.599|log |*|00|---------- Initial log entry ---------- 000009.925|wdog |*|00|Initial log entry. Current logging level 4 000017.170|rdisk|*|00|Initial log entry. Current logging level 4 000017.175|rdisk|*|00|RAM disk created and mounted at "/rfs0" 000017.177|rdisk|*|00|RAM disk created, size: 16,777,216 bytes 000017.585|so |*|00|Platform: Model=VVX 410, Assembly=3111-46162-001 Rev=A Region=0 000017.585|so |*|00|Platform: Interface eth0 MAC=0004f28609da 000017.586|so |*|00|Platform: BootBlock=3.0.4.0146 (46162-001) 10-Jan-13 20:21 000017.587|so |*|00|Platform: BootL1=1.0.0.0041 (46162-001) 10-Jan-13 20:16 000017.594|so |*|00|Platform: Updater=5.2.2.2722 18-Apr-14 19:51 000017.594|so |*|00|Application, main: Label=SIP, Version=Ganga 5.0.2.2756 18-Apr-14 19:35 000017.594|so |*|00|Application, main: P/N=3150-11530-502 000017.594|rdisk|*|00|RAM disk created, size: 16,777,216 bytes 000017.598|ocsp |*|00|O.C.S.P. Enabled = 0 000017.658|tls |*|00|Initial log entry. Current logging level 4 000017.715|pmt |*|00|Initial log entry. Current logging level 4 000017.718|wdog |*|00|Initial log entry. Current logging level 4 000017.720|ethf |*|00|Initial log entry. Current logging level 4 000017.721|hw |*|00|Initial log entry. Current logging level 4 000017.725|ares |*|00|Initial log entry. Current logging level 4 000017.727|dns |*|00|Initial log entry. Current logging level 4 000017.727|cfg |*|00|Initial log entry. Current logging level 4 000017.727|cfg |*|00|Prm|cfgParamBaseProfileUpdate: Using Base Profile Lync 000017.751|dot1x|*|00|Initial log entry. Current logging level 4 000017.771|ethf |4|00|utilEthFilterInit: VLAN Filter enabled, Storm Filter enabled 000017.983|lic |*|00|Initial log entry. Current logging level 4 000018.003|lic |5|00|cfgCfsFlashKeyScratchLoad: could not load flash len 976 000018.080|curl |*|00|Initial log entry. Current logging level 4 000018.080|utilm|*|00|Initial log entry. Current logging level 4 000018.083|copy |*|00|Initial log entry. Current logging level 4 000018.085|rtos |*|00|Initial log entry. Current logging level 4 000018.091|sec |*|00|Initial log entry. Current logging level 4 000018.113|so |*|00|Configuration files: 000000000000_profile.cfg 000018.113|so |*|00|Configuration file "000000000000_profile.cfg" SHA1 digest: A618F0C579EC37196B4EDE0155871F1C49296DBC 000018.125|log |*|00|Log render level set to 1 000018.136|pcap |*|00|On-Phone Packet Capture disabled 000018.139|srtp |*|00|Initial log entry. Current logging level 4 000018.153|cfg |5|00|Prm|Parameter 0 is out of range 000018.161|res |*|00|Initial log entry. Current logging level 4 000018.167|httpa|*|00|Initial log entry. Current logging level 4 000018.168|lldp |*|00|Initial log entry. Current logging level 4 000018.168|cdp |*|00|Initial log entry. Current logging level 4 000018.172|pcd |*|00|Initial log entry. Current logging level 4 000018.197|tickt|*|00|Initial log entry. Current logging level 4 000018.216|utilm|4|00|uBLFUnCompressed: File /ffs0/Config/Local/WebTicket/0/sip.usr doesn't exist or is empty 000018.228|tickt|4|00|soWebTicketCertMove: Could not copy cert to new slot 000018.230|tickt|4|00|soWebTicketCertMove: Could not copy SIP user to new slot 000018.230|tickt|4|00|soWebTicketCertMove: Could not copy SIP uuid to new slot 000018.231|tickt|4|00|soWebTicketCertMove: Could not copy NTLM user to new slot 000018.231|tickt|4|00|soWebTicketCertMove: Could not copy NTLM domaininternal to new slot 000018.231|tickt|4|00|soWebTicketCertMove: Could not copy SIP password to new slot 000018.232|tickt|4|00|soWebTicketCertMove: Could not copy server to new slot 000018.242|loc |*|00|Initial log entry. Current logging level 4 000018.259|ssps |*|00|Initial log entry. Current logging level 4 000018.271|ssps |5|00|Allocated 36992 bytes for SspsHdiMemBase=0xc2adb8 000018.274|ssps |4|00|sspsDspLoad: found Maroo 26. 000018.744|so |*|00|System Info Reports: 000018.744|so |*|00| Cpu is ARMv6-compatible processor rev 7 (v6l), ID: 0x111930b0, running at 300MHz. 000018.744|so |*|00| Board is identified as PolycomVVX-VVX_410. 000018.744|so |*|00| DRAM_SIZE: 256 MB 000018.744|so |*|00| NAND flash detected is 20 000018.746|key |*|00|Initial log entry. Current logging level 4 000018.779|httpd|*|00|Initial log entry. Current logging level 4 000018.782|poll |*|00|Initial log entry. Current logging level 4 000018.785|push |*|00|Initial log entry. Current logging level 4 000018.789|poll |*|00|Initial log entry. Current logging level 4 000018.791|poll |*|00|Initial log entry. Current logging level 4 000018.794|poll |*|00|Initial log entry. Current logging level 4 000018.795|poll |*|00|Initial log entry. Current logging level 4 000018.795|poll |*|00|Initial log entry. Current logging level 4 000018.798|ht |*|00|Initial log entry. Current logging level 4 000018.801|dbuf |*|00|Initial log entry. Current logging level 4 000018.808|ssps |*|00|sspsMain: Set HDI mem to be 0, was 0 000018.830|ssps |*|00|Application, comp. 1: Label=PolyDSP Vino BCM11195 Mem1 FS1, Version=7.7.2.7243 03-Oct-2013 18:31 000018.830|ssps |*|00|Application, comp. 1: P/N=3150-11580-772. 000018.833|ice |*|00|Initial log entry. Current logging level 4 000018.836|afe |*|00|Initial log entry. Current logging level 6 000018.971|pps |*|00|Initial log entry. Current logging level 4 000018.973|sip |*|00|Initial log entry. Current logging level 4 000018.976|sipt |*|00|Initial log entry. Current logging level 4 000018.976|sipp |*|00|Initial log entry. Current logging level 4 000019.011|ptt |*|00|Initial log entry. Current logging level 4 000019.020|xmpp |*|00|Initial log entry. Current logging level 4 000019.983|pwrsv|*|00|Initial log entry. Current logging level 4 000019.988|so |*|00|Using TCP IP Media Port, configured initial RTP port 2222 000020.023|cfg |5|00|Prm|Parameter dialplan.impossibleMatchHandling requested type 2 but is of type 0 000020.062|sshc |*|00|Initial log entry. Current logging level 4 000020.067|app1 |*|00|Initial log entry. Current logging level 4 000020.079|app1 |*|00|AppPhoneC::AppPhoneC() Number Of Line Keys = 12 000020.079|app1 |*|00|AppPhoneC::AppPhoneC() - new AppRegLineC, szUser = firstname.lastname@domainexternal.com 000020.177|ldap |*|00|Initial log entry. Current logging level 4 000020.177|ldap |4|00|cDynamicData::cDynamicData:cDynamicData:Failed 000020.177|abs |*|00|Initial log entry. Current logging level 4 000020.412|efk |*|00|Initial log entry. Current logging level 4 000020.414|efk |4|00|EFK not enabled. 000020.414|efk |4|00|EFK param failed to initialize. 000020.414|efk |4|00|EFK feature is disabled. 000020.471|lic |4|00|License: feature Nuance XT9 is not available 000020.476|cfg |4|00|Dir|regAppCb set 000020.482|app1 |4|00|getCfgParams 000020.491|cmp |*|00|Initial log entry. Current logging level 4 000020.493|wmgr |*|00|Initial log entry. Current logging level 4 000020.522|slog |*|00|Initial log entry. Current logging level 3 000020.589|so |4|00|SoKeyC::procMsg unexpected message 4099 000025.037|pgui |*|00|Initial log entry. Current logging level 4 000031.982|dhcpc|*|00|Initial log entry. Current logging level 4 000036.152|cfg |4|00|RT|DHCP CfgRtMsgDhcpUp is received. 000041.091|pgui |*|00|Qt Mouse driver created. 000043.227|dbs |*|00|Initial log entry. Current logging level 4 000043.242|osd |*|00|Initial log entry. Current logging level 4 000043.517|clist|*|00|Initial log entry. Current logging level 4 000043.561|app1 |5|00|[connectToDatabase]: dbDirSet activated 000044.399|copy |4|00|Configuration of URL failed 000044.927|clist|4|00|dbIO::processResult:no host 000044.927|clist|4|00|dbSet::srv2mem:transfer failed, trying to get local file 000044.934|copy |4|00|Configuration of URL failed 000044.955|clist|4|00|dbIO::processResult:no host 000044.955|clist|4|00|dbSet::srv2mem:transfer failed, trying to get local file 000045.232|brow |*|00|Initial log entry. Current logging level 4 000103.720|cfg |*|00|RT| Phone IP address is 10.11.12.11. 000103.720|cfg |*|00|RT| Subnet mask is 255.255.254.0. 000103.720|cfg |*|00|RT| Gateway address is 10.11.12.1. 000103.721|cfg |*|00|RT| DNS server is 10.10.10.10. 000103.721|cfg |*|00|RT| DNS alternate server is 10.10.10.11. 000103.721|cfg |*|00|RT| DNS domaininternal is domaininternal.local. 000103.721|cfg |*|00|RT| GMT offset is -18000 seconds. 000103.726|dns |*|00|DNS resolver servers are '10.10.10.10' '10.10.10.11' 000103.726|dns |*|00|DNS resolver search domaininternal is 'domaininternal.local' 000103.728|cfg |*|00|RT|Primary IP: 10.11.12.11 subnet mask 255.255.254.0 000103.730|clist|4|00|dbSet::load:cleared load error state m_sync=<0x40> 000103.733|so |*|00|Network initialized. Starting network tasks. 000103.750|log |*|00|Install file upload callback for 'so' 000103.781|sip |5|00|Bind Successful 000103.788|sip |5|00|Starting Accept Task 000103.820|sip |*|00|Sip Register Usr:firstname.lastname@domainexternal.com Dsp:firstname.lastname Auth:'Using Login Cred' Inx:0 000104.014|copy |4|00|Configuration of URL failed 000104.019|copy |4|00|Configuration of URL failed 000104.020|copy |4|00|Configuration of URL failed 000104.020|cfg |4|00|Prov|Download of master configuration file failed 000104.020|cfg |4|00|Prov|Trying to boot from existing configuration 000104.023|cfg |4|00|Prov|Not setting device parameters since configuration was not updated. 000104.024|cfg |*|00|Prov|Finished updating configuration 000104.045|copy |4|00|Configuration of URL failed 000104.046|log |4|00|UtilLogServerC::uploadFifoLog: upload error. protocol 0 result = 0 000104.048|copy |4|00|Configuration of URL failed 000104.049|log |4|00|UtilLogServerC::uploadFifoLog: upload error. protocol 0 result = 0 000104.078|copy |4|00|Configuration of URL failed 000104.103|res |4|00|[ResFinderC]: Download - Failed to download file PhoneBGV3.png, errno 0x2. 000104.103|app1 |4|00|Background retrieve failed: (PhoneBGV3.png): File find error. 000104.104|app1 |4|00|Selected background bitmap: PhoneBGV3.png failed to download 000104.110|copy |4|00|Configuration of URL failed 000104.152|res |4|00|[ResFinderC]: Download - Failed to download file PhoneBGV3.png, errno 0x2. 000104.153|app1 |4|00|Background retrieve failed: (PhoneBGV3.png): File find error. 000104.154|app1 |4|00|Selected background bitmap: PhoneBGV3.png failed to download 000104.175|clist|4|00|dbIO::processResult:no host 000104.176|clist|4|00|dbSet::srv2mem:transfer failed, trying to get local file 000104.510|cfg |4|00|Prov|Unknown suboption received for DHCP option 43 000104.990|ares |4|00|aresDnsLookup: select time-out 1 on SRV lookup for '_ntp._udp.pool.ntp.org' after 0 sec 000105.000|ares |4|00|aresDnsLookup: select time-out 2 on SRV lookup for '_ntp._udp.pool.ntp.org' after 0 sec 000105.030|cfg |4|00|Prov|Unknown suboption received for DHCP option 43 0610145506|sip |*|00|Fast Boot Measurement Point: Ready for Call, uptime: 66.690 sec. 0610145507|sip |4|00|TLS-DSK: Setting of Client Certificate failed due to (33558530) error:02001002:system library:fopen:No such file or directory 0610145507|sip |4|00|TLS-DSK: Setting of Client Private key failed due to (537346050) error:20074002:BIO routines:FILE_CTRL:system lib 0610145507|utilm|4|00|uBLFUnCompressed: File /ffs0/Config/Local/WebTicket/0/sip.usr doesn't exist or is empty 0610145507|utilm|4|00|uBLFUnCompressed: File /ffs0/Config/Local/WebTicket/0/sip.usr doesn't exist or is empty 0610145507|sip |4|00|CTcpSocket::Abandon connected socket. Send Message 0x40e35948 0610145507|cfg |4|00|RT|SIP is settting Login Credentials to invalid 0610145507|so |4|00|[soRegistrationC] Login Credentials invalid causing SoRegEventLine Deleted 0610145507|sip |4|00|Registration failed User: firstname.lastname, Error Code:480 Temporarily not available 0610145507|sip |4|00|SSL_get_error Error code=5 0610145507|sip |4|00|TLS Listen Thread Exit 0610145508|app1 |*|00|SoRegistrationEventLineDeleted - new AppRegLineC, Default user 0610145508|sip |*|00|Sip UnRegister Usr:firstname.lastname@domainexternal.com Dsp:firstname.lastname Auth:'' Inx:0 0610145508|sip |*|00|SipUserRemove: user 0 being removed. 0610145508|sip |*|00|Sip Register Usr:VVX410 Dsp:VVX 410 Auth:'Using Login Cred' Inx:0 0610145512|sip |*|00|User removed 0610145514|app1 |4|00|BT login is Started: exsisting line details m_lineIx=1 credType =2 capcredentials.user=mlastname capcredentials.domaininternal=domaininternal 0610145514|app1 |4|00|New domaininternal name=domaininternal User name=mlastname 0610145514|so |4|00|[soRegistrationC] Login Credentials valid causing SoRegEventLine Changed 0610145516|app1 |*|00|SoRegistrationEventLineChanged - success lineIndex 0 RegListSize 0 0610145516|app1 |*|00|SoRegistrationEventLast - new AppRegLineC, szUser = firstname.lastname@domainexternal.com 0610145516|sip |*|00|Sip Register Usr:firstname.lastname@domainexternal.com Dsp:firstname.lastname Auth:'Using Login Cred' Inx:0 0610145516|cfg |4|00|Prov|Unknown suboption received for DHCP option 43 0610145517|cfg |4|00|Prov|Unknown suboption received for DHCP option 43 0610145518|sip |4|00|TLS-DSK: Setting of Client Certificate failed due to (33558530) error:02001002:system library:fopen:No such file or directory 0610145518|sip |4|00|TLS-DSK: Setting of Client Private key failed due to (537346050) error:20074002:BIO routines:FILE_CTRL:system lib 0610145518|utilm|4|00|uBLFUnCompressed: File /ffs0/Config/Local/WebTicket/0/sip.usr doesn't exist or is empty 0610145518|sip |4|00|CTcpSocket::Abandon connected socket. Send Message 0x40e350a8 0610145518|cfg |4|00|RT|SIP is settting Login Credentials to invalid 0610145518|so |4|00|[soRegistrationC] Login Credentials invalid causing SoRegEventLine Deleted 0610145518|sip |4|00|Registration failed User: firstname.lastname, Error Code:480 Temporarily not available 0610145518|sip |4|00|SSL_get_error Error code=1 0610145518|sip |4|00|TLS Listen Thread Exit 0610145520|utilm|4|00|uBLFUnCompressed: File /ffs0/ConfigNew/Local/WebTicket/0/csr.req doesn't exist or is empty 0610145520|tickt|4|00|soWebTicketUserCertGet: Failed to generate CSR for firstname.lastname@domainexternal.com 0610145520|utilm|4|00|uBLFUnCompressed: File /ffs0/Config/Local/WebTicket/0/sip.usr doesn't exist or is empty 0610145520|app1 |*|00|SoRegistrationEventLineDeleted - new AppRegLineC, Default user 0610145520|sip |*|00|Sip UnRegister Usr:firstname.lastname@domainexternal.com Dsp:firstname.lastname Auth:'' Inx:0 0610145520|sip |*|00|SipUserRemove: user 0 being removed. 0610145520|sip |*|00|Sip Register Usr:VVX410 Dsp:VVX 410 Auth:'Using Login Cred' Inx:0 0610145522|xml |*|00|Initial log entry. Current logging level 4 0610145522|tickt|4|00|soWebTicketTicketGet: Failed, result 401 0610145522|tickt|4|00|soWebTicketTicketGet: Could not get ticket for https://lyncpool01.domaininternal.local/WebTicket/WebTicketService.svc 0610145524|sip |*|00|User removed
Solved! Go to Solution.
Accepted Solutions
06-11-2014 10:22 AM
After much testing, swearing and sacrificing babies to the SIP gods.... we have found the problem!
the user has a & in there password.
When using BTOE the & will not work in the password, is this a problem you will be fixing?
06-10-2014 02:24 PM
Hello rogan,
welcome to the Polycom Community.
The log seems pretty self-explanatory::
0610145507|sip |4|00|TLS-DSK: Setting of Client Certificate failed due to (33558530) error:02001002:system library:fopen:No such file or directory 0610145507|sip |4|00|TLS-DSK: Setting of Client Private key failed due to (537346050) error:20074002:BIO routines:FILE_CTRL:system lib
Also is this really your Username ?
firstname.lastname@domainexternal.com
Please be aware of the following when utilizing UCS 4.1.0 or later:
The use of Polycom UC Software versions 4.1.X (“Software”) requires the purchase of a separate Software license for every device that will use the Software in a Lync environment. You may not install, access, or use the Software in a Lync environment on more devices than are listed on your license until additional licenses have been purchased and authorized by Polycom. These licenses should be purchased from the same company from which you purchased the devices. You may operate devices against a Lync server for trial purposes for up to 30 days without purchasing a license. Use of the Software is subject to the terms and conditions of the End User License Agreement.
Polycom reserves the right to audit your deployment to verify that you have sufficient licenses to match the number of devices being used.
Information in regards of License Part Numbers can be found here
I would suggest you factory reset this phone and try again.
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
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.
Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
06-11-2014 05:07 AM
The username in the environment would be flastname or domain\flastname This is from the information that is passed via BTOE. What is strange is that every other user, can use BTOE and have the phone sign in except for one person. If this user logs in manually to the phone he is able to register.
0610145507|sip |4|00|TLS-DSK: Setting of Client Certificate failed due to (33558530) error:02001002:system library:fopen:No such file or directory 0610145507|sip |4|00|TLS-DSK: Setting of Client Private key failed due to (537346050) error:20074002:BIO routines:FILE_CTRL:system lib
I know that these errors are related, but I honestly do not know what they mean. Addititionally even on the phones that work, we still git these two messages. I spent multiple hours before posting going through each line of the error log to see if I could gleam some information. When I finally got stuck I deced to post to see if someone had some knowledge in there head that I had not yet found.
I will spend some more time on these two messages and see if I can resolve them.
EDIT: Lync Server 2013, Server 2012 R2, VVX410 with latest firmware, BTOE 2.1, Lync Client 2013
Thanks for the welcome:
Alex
06-11-2014 06:28 AM
The certificate errors are caused by the fact the phones are in a different VLAN than the DHCP Server.. I have a DHCP relay but it does not seem to be passing the data.
If I put the phone into the same vlan as the DHCP, the certificate errors go away, but the user still can not log in.
06-11-2014 09:31 AM
Can you post the error message when this user login with BToE? Are you saying this user can't login into any VVX 410 phones on any PC paired to Lync with BToE? Does PIN authentication work on the VVX 410 for this user? Thanks.
06-11-2014 10:22 AM
After much testing, swearing and sacrificing babies to the SIP gods.... we have found the problem!
the user has a & in there password.
When using BTOE the & will not work in the password, is this a problem you will be fixing?
06-11-2014 02:39 PM
Hello all,
UCS 5.0.2 added support for special ASCII or Latin Characters to the Phone Username & Password via:
- 91554 Added support for using characters such as Umlaute ö ü ä or even Eszett ß for passwords and user IDs by Latin keyboard input.
UCS 5.1.0 and BToE 2.2.0 added support for this using BToE but has to be requested via Polycom support.
I can only advise you to work with your Polycom reseller on this.
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
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.
Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
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