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BTOE and Skype for Business constantly asking for sign-in

JamesLupton
Occasional Contributor

BTOE and Skype for Business constantly asking for sign-in

After installing the latest firmware version 5.8.0 on our phones and installing BTOE version, 3.8.0, one of our workstations keeps losing the connection and throwing up the skype fro business login screen which stays on the screen for a few seconds and then disappears without any password being entered.

 

The login screen re-appears after about 1 minute and keeps interupting any work being done.

The log file is attached.

Could someone have a look at this and let me know what may be causing this???

 

 

3 REPLIES 3
SteffenBaierUK
Polycom Employee & Community Manager

Re: BTOE and Skype for Business constantly asking for sign-in

Hello @JamesLupton,

welcome to the Polycom Community.

The log is only 10 seconds long and a quick look does not show anything of interest.

You need to bring this to the attention of Polycom support.

In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you.

End Customers are unable to open a ticket directly with Polycom support.

If this is some sort of an Internet discounter please post either your phone's MAC address or your Polycom devices serial so I can look up who would be able to support you. This may not be who you purchased the Polycom device from.

If the unit is no longer within warranty please be prepared to Pay Per Incident / PPI. This is all outlined in detail here

 

Logs required are:

 

Settings > Logging > Global Settings > Global Log Level Limit > Debug

Settings > Logging > Global Settings > Global Log Level Limit > Log File Size (Kbytes) > VVX prior to 5.5.0 = 180 after 5.5.0 = 1000 or Trio 10000

Settings > Logging > Module Log Level Limits > BToE > Debug

 

In addition

 

Jan 26, 2016 Question:Can I troubleshoot BToE or changes settings ?

Resolution: Please check => here <= for details


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

----------------
The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 2 of 4
JamesLupton
Occasional Contributor

Re: BTOE and Skype for Business constantly asking for sign-in

I have noticed that after upgrading this particular users phone to 5.8.0 firmware, the BTOE pairing seems to be lost.

 

This now appears to be under administrator settings

 

I have done the following:

Settings> Advanced> (enter admin password)> Adminitation Settings> BToE PC Pairing> and selected Enabled option (this was disabled)

 

The BToE connector on the PC is now showing BToE Mode as the status and the phone has been stable for the last 15 minutes - I am hoping that this may have resolved the issue!!!

 

Regards

James Lupton

 

P.S. the phone was bought (along with our others) from OneDirect whom Polycom have, I would presume, authorised to sell the product. Irrespective of where the phone(s) were purchased, we have bought the polycom product in good faith that this is a functional device and as such we should be entitled to the support of the polycom community.

 

For Reference, the phone's serial number is 64167f918e82

 

Message 3 of 4
SteffenBaierUK
Polycom Employee & Community Manager

Re: BTOE and Skype for Business constantly asking for sign-in

Hello @JamesLupton,

you may misunderstand things but the Polycom Community is not a replacement for the Polycom Support organisation and is just a community forum where people can "try" and help each other.

 

If support is required you must go via the already outlined support infrastructure.

 

Regarding the serial for the VVX410 you posted this is not a Skype (-019) SKU phone so for this, and any other phone that you are using with Skype for Business within your organisation, an additional Polycom per device license is required. 

 

We state this as an example in the Skype for Business FAQ so please ensure, if not already done, to get these license(s)

 

Jan 26, 2016 Question:Do I require a License to use Polycom VVX Business Media Phones with a Lync Server / Skype for Business server ?

License requirements for Polycom VVX Business Media Phones not using a Lync / Skype for Business SKU:

 

Please be aware of the following License requirement:

 

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.

 

 

5150-49252-001 SW,LIC,LYNC ENTERPRISE IND PHONE
5150-49253-001 SW,LIC,LYNC ENTERPRISE SITE (5 UNITS)
5150-49254-001 SW,LIC,LYNC ENTERPRISE SITE (10 UNITS)
5150-49255-001 SW,LIC,LYNC ENTERPRISE SITE (100 UNITS)
5150-49256-001 SW,LIC,LYNC ENTERPRISE SITE (1000 UNITS)
5150-49257-001 SW,LIC,LYNC ENTERPRISE SITE (10000 UNITS)

 
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

----------------
The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 4 of 4