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CX500 cant log in on Enterprise pool Skype for Business

Occasional Visitor

CX500 cant log in on Enterprise pool Skype for Business

Hello everyone

Logging into CX500 phones on our standard edition setup worked just fine, but after upgrading to a Enterprise Pool with NetScaler HLB in front the login fails.


This only affects the CX500 phones. Any VVX phone we have works just fine.

We are using pin authentication for any phone-login and this just stopped working.


I've tried tracing the traffic, updating the software on the CX500 phones and pulling the logs with LPE phone log viewer.


The logs gives an error when it tries a SOAP action and the phones themselves report that the server can't find a account connected to the number I'm trying to log in with.


Anyone have an idea what might be wrong?

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Polycom Employee & Community Manager

Re: CX500 cant log in on Enterprise pool Skype for Business

Hello @Slasky,

Polycom and other manufacturers produce these optimized for Microsoft® Lync® or Skype® for Business devices after a reference design and the embedded OS running on the phones is provided, supported and maintained by our partner Microsoft®.

You therefore may want to reach out to the Microsoft® community and / or Microsoft® support directly instead as this is the most direct and efficient path.

Polycom is unable to add any new features into the functionality of these CX Devices

Please try here


Please feel free to report back here once your issue is resolved.

Best Regards

Steffen Baier

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 2