Plantronics + Polycom. Now together as Poly Logo

Polycom VVX Unable to Login

Highlighted
Occasional Contributor

Polycom VVX Unable to Login

Hello Experts,

I have configured the Skype for Business server 2019. We have an internal domain named "hq.domain.com" and we need all email addresses and SIP URI as user@domain.com. I have already added additional SIP domain "domain.com". When I am login to Polycom VVX 411/501/601 using SIP URI user@domain.com, it is failed to login. When using user@hq.domain.com, the users are able to log in fine. Kindly help me fix this as we need all logins to be user@domain.com

 

Thank You

Message 1 of 4
3 REPLIES 3
Polycom Employee & Community Manager

Re: Polycom VVX Unable to Login

Hello @a.kumbalakandy ,

 

Welcome back to the Poly Community.

Both the communities Must Read First and the 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:

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 Poly 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 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 posts.

 

As you can see by the above we would need to know a couple of details for this installation. In addition, I doubt it is the responsibility of the phone to verify what type of email account is being used.

 

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

Resolution: Have a look => here <

 

I suggest you check the above and provide us with Logs on what is failing.


Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

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 4
Highlighted
Polycom Employee

Re: Polycom VVX Unable to Login

This may be related to your user account configuration (UPN and SIP URI) and not the phone.

 

Can you already sign into the regular Skype for Business client on a PC using either format for the users? And if so do these users have additional UPN suffixes defined?

 

-----------
Jeff Schertz - Principal Microsoft Solutions Architect [Blog]

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.
Message 3 of 4
Highlighted
Occasional Contributor

Re: Polycom VVX Unable to Login

Hello Jshertz,

Thanks a lot for your responses.

I managed to log in by not providing the domain in the login page of Polycom. Currently, we have only one UPN suffix defined that is hq.domain.com. 

So I provided as below:

Sign-in Address: user@domain.com

User: UserName

Password: xxxxxxx

 

Note: Without providing the domain name.

Message 4 of 4