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Can't figure out Sign-in since 5.5.2.8571 upgrade

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Occasional Advisor

Can't figure out Sign-in since 5.5.2.8571 upgrade

I have a few VVX500 and VVX600 in a cloud-only Skype for Business installation. They upgraded by themselves to firmware 5.5.2.8571 a few months ago. 

Ever since this happens, users on E5 plans (including myself) complain about the phones logging them out a few times per week. I have a couple of conference room phones (VVX500) that are on a Skype for Business Online plan with PSTN domestic calling and Cloud PBX. They also upgraded themselves, but they never get logged out. 

This version of the firmware added web login option, which works and is quicker than typing in a password on the phone.

But as it turns out, the Web login is the only login option that works now. App passwords don't work, and my Office 365 password does not work (neither on the phone nor in BToE).

Has something else changed?

Message 1 of 8
7 REPLIES 7
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Polycom Employee & Community Manager

Re: Can't figure out Sign-in since 5.5.2.8571 upgrade

Hello cdonner,

welcome back to the Polycom Community.

The community's Skype for Business FAQ contains this post here:

Jan 17, 2017 Question:How can I troubleshoot simple Skype for Business, LYNC or Office365 issues?

Resolution: Have a look => here <=

 

Posting some sort of log may enable us to look into this.

 

If this is an issue you are unable to resolve yourself please open a support ticket.


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

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.

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

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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 8
Highlighted
Occasional Advisor

Re: Can't figure out Sign-in since 5.5.2.8571 upgrade

Thank you, SteffenBaierUK. I suspect a DNS issue and will continue to investigate myself.

The attached log is from an attempted signin via the phone's web interface. It tries for about 5 minutes then fails.

Highlighted
Polycom Employee & Community Manager

Re: Can't figure out Sign-in since 5.5.2.8571 upgrade

Hello cdonner,

 

Please be aware that the VVX600 you are using, aka 0004f262f278, is not a LYNC or Skype for Business SKU and therefore requires you to purchase an individual License as outlined => here <=

 

This is required for all phones that do not use the -018 or -019 SKU and please ensure you have the relevant licenses covering your installation.

 

In regards to your issue I can see:

 

 

0620182836|AuthS|2|00|Policy Dest:(201)AuthServicePolicyServiceKey:(106)AuthServiceOAuthMsgKey:(206)AuthSvcAOServiceReplyKey
Caller Service(145)AuthServiceCallerSnooper:IndicationCode(400)Failed to Get oAuth Token

and also 

 

 

0620182836|AuthS|4|00|[printNIResponse]:[1552] HttpResponse[{"error":"interaction_required","error_description":"AADSTS50076: Due to a configuration
change made by your administrator, or because you moved to a new location, you must use multi-factor authentication to access '00000004-0000-0ff1-
ce00-000000000000'.\r\nTrace ID: fb5db833-4a27-4936-8d3e-34f323733100\r\nCorrelation ID: 5b6aca1f-fcfb-4f57-b4ec-7a26cce226af\r\nTimestamp: 2017-06-
20 22:28:37Z","er]

and

0620182334|sip |4|00|SSL_get_error Error code=5,rc(0)

Some of the logging levels suggested had not been applied so we cannot see any details.

 

I suggest you work with your Polycom reseller and ensure you have proof of purchase for the phones in use for the individual licenses.

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 8
Highlighted
Occasional Advisor

Re: Can't figure out Sign-in since 5.5.2.8571 upgrade

I have seen these error messages but don't know how to interpret them. We have been using 2-factor authentication for over a year. I used to be able to use app passwords on the phones or any other devices where 2-factor auth was not available. App passwords do not work anymore, at least not with my account.

I would be more than happy to purchase these licenses, but I have not found a way to do that. The link in your message recommends to get them "from the reseller where you purchased the phones". I purchased the phones used from a business that tried SfB and decided to use something else.

Also, since yesterday the web login stopped working, so I cannot log into my phone at all. Very frustrating. I am using the SfB app on my mobile phone in the meantime, which is probably a better choice in the long run anyway, given the amount of attention that the Polycom phones have been requiring since day 1.

Message 5 of 8
Highlighted
Polycom Employee & Community Manager

Re: Can't figure out Sign-in since 5.5.2.8571 upgrade

Hello cdonner,


You can purchase a license from any Polycom reseller so that should not be an issue.

 

The Phone itself or all of them where purchased back in 16/04/2014 so they are out of warranty so all you can do is call Polycom support and pay PPI / Pay per Incident.

 

Please ensure when you call to have the relevant licenses in place or we refuse support.


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 6 of 8
Highlighted
Occasional Advisor

Re: Can't figure out Sign-in since 5.5.2.8571 upgrade

Purchasing a license is a MAJOR issue. I spent just 2 hours searching and trying and I am at the same place where I was this morning. After waiting 90 minutes for a chat session with a sales person at CDW, the only online retailer that I found on your reseller/partner search page, the sales person offered to open a ticket with Polycom because she could not answer my question if  5150-49252-001 is the right part number. At this point I quit for today, because I have work to do. 

 

Regarding my login issues, do you think that it might be worth a try to find help on the Polycom Support Community Forum, prior to going the paid support route?

Message 7 of 8
Highlighted
Polycom Employee & Community Manager

Re: Can't figure out Sign-in since 5.5.2.8571 upgrade

Hello cdonner,

Official Polycom Partners can be found => here <=

 

A simple search engine search finds these results => here <=

 

You will need the relevant amount of licenses to match the number of phones you have.

 

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)


I exhausted all free support options via the community but you can wait for other people to respond.


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 8 of 8