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VVX 501 Hangs on Authenticating to Skype For Business server via BTOE

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VVX 501 Hangs on Authenticating to Skype For Business server via BTOE

We are having issues with new VVX 501 Phones and Skype for business connection. in some offices the devices will authenticate without issues, but in other locations the devices will hang on authentication after for password in the skype client. log file for one such device is attached 


Polycom UC software version: 

Device: VVX501   





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Polycom Employee & Community Manager

Re: VVX 501 Hangs on Authenticating to Skype For Business server via BTOE

Hello @gangler,


welcome to the Polycom Community.

Both the community's Must Read First and the community's 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,Skype for Business Online, Skype for Business on Premise, Lync)
  • Additional Polycom 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

  • 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 if the issue is a day 1 issue or only happened after an upgrade or any other relevant details


Whilst providing some of these details may not directly impact any possible answer the community can provide, it does enable Polycom to have an overview of the current software used. In addition other details allow us to check logs or look up a potential support partners if an issue needs to come into support. It also enables us to verify the entitlement for using features.


We need for example to know if this is an On Premise or Online installation.

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


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

Resolution: Have a look => here <=


As an example the logging levels to troubleshoot registration or BToE issue need at least Debug overall and Debug for SIP and BToE


Jan 26, 2016 Question:Can I troubleshoot BToE or changes settings ?

Resolution: Please check => here <= for details


Looking at the logs provided I see 29 failed registrations:



1114094425|sip  |3|00|UA Client Non-INVITE REGISTER trans state 'callingTrying'->'completed' by 480 resp 10 timeout(0xb62875a8)

All of these fail with this:




1114094508|sip  |2|00|MakeTlsConnection: case 0x14090086: bFetchRootCert is TRUE
1114094508|sip  |4|00|MakeTlsConnection: SSL_connect error 1
1114094508|sip  |4|00|MakeTlsConnection: connection failed error -1
1114094508|sip  |2|00|MakeTlsConnection: Fetching server root certificate
1114094508|sip  |3|00|CTrans::TCPFail workingServer 1 -> 2 0xb628a528

It always tries:




1114094425|sip  |3|00|CTcpSocket::ConnectThreadLocal. Trying to connect IP

Either on port 5061 or 443



Other community members can try and comment on new logs which you can upload but the next step would be to contact your reseller.


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.

64167f1b7b34 was sold via INGRAM MICRO CANADA back in 19/10/2018

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
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