Hello @JohanvT ,
Welcome 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:
- Provide the exact Software Version of your Phone
- Provide the Phone Model
- Provide the Call Platform (aka openSIP,Teams, Skype for Business Online, Skype for Business on Premise, Lync)
- Provide details if UC / SIP or ObiEdition
- Additional Poly 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 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.
As you can see by the above we need a little bit more details. In addition as an example:
- What previous Software workes for more than 24h?
- Is there a specific reason you upgraded?
- Do you have a Backup?
Please ensure you always check the FAQ's and/or utilize the community search before posting any new topics or follow up posts.
Jan 17, 2017 Question: How can I troubleshoot simple Skype for Business, Office365 or Teams issues?
Resolution: Have a look => here <=
Your log shows:
1001064219|auth |2|00|<SM>(305)AuthServiceOAuthStateMachine(0x179c068):Ctx((505),(301)kEAuthOnRecvDataResponse,Ticks(0))
1001064219|auth |4|00|[OAuth2ParseAndSaveRequiredInfo]:[1516] failed to process the request, return value [-1], request response id [2], m_eErrorCode[9] m_uiMsDaigErrorCode[500]
1001064219|auth |4|00|[parseJsonErrorCodeDetails] Response Json error details, Error Code [invalid_grant], Description[AADSTS65001: The user or administrator has not consented to use the application with ID 'a850aaae-d5a5-4e82-877c-ce54ff916282' named 'Polycom - Skype for Business Certified Phone'. Send an interactive authorization request for this user and resource.
Trace ID: 6ea7ab25-986f-480e-b1ac-df68cc420300
Correlation ID: 70152c80-583c-4853-8077-aba3dde33712
Timestamp: 2019-10-01 04:42:18Z], TimeStamp[2019-10-01 04:42
1001064219|auth |2|00|[OAuth2ParseAndSaveRequiredInfo]:[1532] eReqRspID[2] m_RetVal[-1] curlReturn[0] HttpRspCode[401] csStrippedResponse[{"error":"invalid_grant","error_description":"AADSTS65001: The user or administrator has not consented to use the application with ID 'a850aaae-d5a5-4e82-877c-ce54ff916282' named 'Polycom - Skype for Business Certified Phone'. Send an interactive authorization request for this user and resource.\r\nTrace ID: 6ea7ab25-986f-480e-b1ac-df68cc420300\r\nCorrelation ID: 70152c80-583c-4853-8077-aba3d
1001064219|auth |4|00|[printNIResponse]:[1554] Oauth request failed detailed response, HttpResponse[{"error":"invalid_grant","error_description":"AADSTS65001: The user or administrator has not consented to use the application with ID 'a850aaae-d5a5-4e82-877c-ce54ff916282' named 'Polycom - Skype for Business Certified Phone'. Send an interactive authorization request for this user and resource.\r\nTrace ID: 6ea7ab25-986f-480e-b1ac-df68cc420300\r\nCorrelation ID: 70152c80-583c-4853-8077-aba3dde337]
1001064219|auth |4|00|[printNIResponse]:[1554] Oauth request failed detailed response, HttpResponse[12\r\nTimestamp: 2019-10-01 04:42:18Z","error_codes":[65001],"timestamp":"2019-10-01 04:42:18Z","trace_id":"6ea7ab25-986f-480e-b1ac-df68cc420300","correlation_id":"70152c80-583c-4853-8077-aba3dde33712","suberror":"consent_required"}]
Have there been any changes on the O365 Setup?
Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.
Best Regards
Steffen Baier
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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.
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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
