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Unable to change user on Polycom CX500/600 phones

EFF_ITSupport
Occasional Visitor

Unable to change user on Polycom CX500/600 phones

We recently installed the latest firmware (7577.4372) for the PolyCom CX500/600 phone edition.

Since installing this we have discovered a sign-in issue if more than 1 user is using the same phone.

We have CX500 & CX600 phones: the CX600 phones are tethered and we are running Lync Server 2010 with Lync 2010 clients. There is no PIN code policy,

Our scenario is as follows:

If User A is the first person to logon to the phone – fine no issues.

If User A then logs off (Switch User) and then User B tries it fails to sign in with the following message.

“Cannot Sign-In. Please verify your sign-in address, domain\user name and password and try again. Please verify that the domain entered GIVENNAME.SURNAME is correct”

We found the only way to allow User B to sign-in to the phone is to power cycle the phone and factory reset it (4&6).

We didn’t have this issue when on firmware version 7577.4100.

We’re beginning to wonder if we should rollback to the previous version, but wondered if anyone else was having this issue and resolved it?

 

We applied the latest firmware (7577.4387) to a test device and it has made no difference - still unable to change user.

 

Any help would be greatly appreciated.

 

EFF

Message 1 of 5
4 REPLIES 4
SteffenBaierUK
Polycom Employee & Community Manager

Re: Unable to change user on Polycom CX500/600 phones

Hello EFF_ITSupport,

welcome to the Polycom Community.

I have seen reports of this or similar issue on our Partner Microsoft's community => here <=

 

The Software for the CX and other similar phones is provided by Microsoft and the issue should be brought directly to their attention.

 

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

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

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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
Message 2 of 5
MattC
Occasional Visitor

Re: Unable to change user on Polycom CX500/600 phones

I am experiencing the extact same issue.

I found with CU6 the phone would log in once but a manual sign out would then result in the phone not being able to sign in again. 

This is with USB tethering. PIN authentication works consistenly for sign in and out across all firmwares.

 

I have a case open with MS PSS at the moment. As soon as I have a resolution I will post it up and hopefully it helps you out.

Message 3 of 5
3211
Occasional Visitor

Re: Unable to change user on Polycom CX500/600 phones

Hi MattC,

Did you received any response from Microsoft, I had similar issue for one user alone.

Message 4 of 5
SteffenBaierUK
Polycom Employee & Community Manager

Re: Unable to change user on Polycom CX500/600 phones

Hello 3211,

Polycom and other manufacturers produce these optimized for Microsoft® Lync® or Skype® for Business devices after a reference design and the embedded OS running on the phones is provided, supported and maintained by our partner Microsoft®.

You therefore may want to reach out to the Microsoft® community and / or Microsoft® support directly instead as this is the most direct and efficient path.

Polycom is unable to add any new features into the functionality of these CX Devices

Please try here

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 5 of 5