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Polycom VVX411: Authentication Error aufter updating UC to

Occasional Visitor

Polycom VVX411: Authentication Error aufter updating UC to



I have been already searching in the Knowledge Base but unfortunately didn't find an appriate article.

We are currently using:

Skype for Business Server 2015 (cumulative Update form 2018, but we will update very soon)

Exchange Online/365




We want to upgrade to UC-Version and BToE

We are currently testing these two versions with some VVX 411s and PCs.

However after upgrading (it doesn't matter if it is BToE 3.8 or 4.3) to UC 6.2 the phones are showing:

Authentication error. re-enter the password to access the Exchange services

(Teanslated from German to English)

Everything is still working fine except it is showing the warning dialogue. If we click "Cancel" or "Continue" (Continue and move in) the dialogue disappears. Sometimes it reapperas, sometimes it does not.


I dont know if it helps and matter but we have already done this (i guess successfully), because, as far as I understand it, this is needed for the Cloud Voicemail:


What do we have to do to prevent this? We want to update about 300 - 400 phones in the next weeks.


Thanks in advance!

Message 1 of 2
Polycom Employee & Community Manager

Re: Polycom VVX411: Authentication Error aufter updating UC to

Hello @TI_Admin ,


Welcome to the Poly Community.

For any of the community volunteers to advise anything we would need to see some form of log.


Therefore the Skype for Business FAQ contains:


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

Resolution: Have a look => here <=


if this is urgent you always have the option of getting this into support.

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

End Customers are usually unable to open a ticket directly with Poly support. Available End User Poly services offerings are detailed here

If this is some sort of an Internet discounter providing your MAC address or your Poly devices serial will enable us to look up who would be able to support you. This may not be who you purchased the Poly device from.

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

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. 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 2