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Cant log into Skype account on phone

Cloud 9 Solutions
Occasional Visitor

Cant log into Skype account on phone

The skype account works fine on other identical phones (VVX 501). I have tried clearing the web, phone settings, reseting it to factory defaults, and formating the file system. I have tried duplicating the settings from other working phones all without sucess. 


The only error it gives is "Skype for Business authentication failed. Sign in again." When I check the logs this is what it says. 


000121.223|app1 |*|00|SoRegistrationEventLast - new AppRegLineC, szUser =
000131.932|xml |*|00|Initial log entry. Current logging level 4
000132.529|sip |*|00|Sip Register Dsp:fileroom Auth:'Using Login Cred' Inx:0


Here is the phone version info

Phone Information
Phone Model VVX 501
Part Number 3111-48500-001 Rev:A

IP Mode IPv4
IP Address
UC Software Version *This is the same as the provisioning server* 
Updater Version


Thanks in advance for any sugestions.  

Message 1 of 3
Polycom Employee & Community Manager

Re: Cant log into Skype account on phone

Hello @Cloud 9 Solutions ,


welcome to the Polycom Community.

Both the community's Must Read First and the community's FAQ reference the basic minimum information a new or follow up post should contain.

This ensures the questions having to be asked are limited and any new or follow up post contains the right amount of details to ensure any voluntary participant within the community does not spend additional time chasing basic information.

As a reminder the basic information asked for:


  • Provide the exact Software Version of your Phone
  • Provide the Phone Model
  • Provide the Call Platform (aka openSIP,Skype for Business Online, Skype for Business on Premise, Lync)
  • Additional Polycom Infrastructure (RPRM,PDMS or BToE)
  • If applicable provide a backup of the phone in question

UC Software 4.0.0 or later via the Web Interface Utilities > Phone Backup & Restore > Phone Backup > Phone Backup. Please rename into .TXT or Zip the file to attach.
Since UC Software 5.9.0 simply provide this via the Web Interface Diagnostics > Download Support Information Package

  • If possible provide a Log and either attach them or use the Code Tag.Consult the Troubleshooting Section found within the FAQ if applicable
  • If possible provide the MAC Address or Serial of the device
  • Provide details for example if the issue is a day 1 issue or only happened after an upgrade or any other relevant details
  • For questions around Support please check here


Whilst providing some of these details may not directly impact any possible answer the community can provide, it does enable Polycom to have an overview of the current software used. In addition providing all details at the same time allow us to check logs or look up a potential support partners if an issue needs to come into support. It also enables us to verify the entitlement for using features.


Please ensure you always check the FAQ's and/or utilize the community search before posting any new topics or follow up post’s.


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

Resolution: Have a look => 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

The title Poly 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. All posts and words are my own & do not represent the views of Employer.


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 3
Cloud 9 Solutions
Occasional Visitor

Re: Cant log into Skype account on phone

I resolved the issue by replacing the consumer Dlink router with a Cisco Meraki at the location that was having the problem. 

Message 3 of 3