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SFB login PIN auth getting failed on Polycom phones.

Occasional Visitor

SFB login PIN auth getting failed on Polycom phones.



We had a DHCP migration and a network changes for a site. After the change the Polycom phones are not able to login using the PIN auth. I can confirm the PIN auth is working for this frontend server as its working for other sites who use the same Lync frontend server as a registrar.


Also, I can confirm the migrated DHCP is assiging the IP address along with the scope optios sucessfully. And the phones have the correct details assigned from the DHCP server.


This site whole CX series phone are affected. I have asked to ship a VVX phone to the site and check the same and its the same issue.  I have collected the logs from phone as well as a Syslog.


Since it was working earlier and now multiple version of phones are affected, I can confirm its not the issue with the phone model. We need to find the exact cause of this issue.


The VVX phone details,

UC Software Version
Updater Version


Please check the attached logs and advice what could be the issue.



Adarsh PS

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Polycom Employee & Community Manager

Re: SFB login PIN auth getting failed on Polycom phones.

Hello @AdarshPS,


welcome to the Polycom Community.

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


A couple of things first:


  • The MAC Address of the phone that you are using to validate is not a Skype SKU. This may be the same for all of your VVX phones so therefore please ensure you either already have the correct and valid amount of Polycom per phone Licenses or ensure you are getting these prior to using these in your organisation.


Jan 26, 2016 Question:Do I require a License to use Polycom VVX Business Media Phones with a Lync Server / Skype for Business server ?

License requirements for Polycom VVX Business Media Phones not using a Lync / Skype for Business SKU:


Please be aware of the following License requirement:


The use of Polycom UC Software versions 4.1.X (“Software”) requires the purchase of a separate Software license for every device that will use the Software in a Lync / Skype for Business environment. You may not install, access, or use the Software in a Lync / Skype for Business environment on more devices than are listed on your license until additional licenses have been purchased and authorized by Polycom. These licenses should be purchased from the same company from which you purchased the devices. You may operate devices against a Lync / Skype for Business server for trial purposes for up to 30 days without purchasing a license. Use of the Software is subject to the terms and conditions of the End User License Agreement. 

Polycom reserves the right to audit your deployment to verify that you have sufficient licenses to match the number of devices being used.


  • Secondly the fact that neither CX phones or VVX Phones are able to sign into Skype or LYNC shows that the DHCP Options are incorrect or they would work.


I suggest you double check the Skype for Business FAQ as most reasons for signing in issues on a VVX are explained in detail.


  • Last but not least the VVX is not running any form of a currently supported software. I can only ask you to install UC Software 5.9.0 (not Skype for Business online) or 5.8.2


If this all still does not get you any further please open a Support ticket via Westcon-Comstor Americas (Canada) who sold this phone back in 09/10/2015. Please ensure you have proof of the Polycom per phone Skype for Business Licenses at hand when doing this.

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

End Customers are unable to open a ticket directly with Polycom support.

As the unit is no longer within 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

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. 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