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VVX phones: Skype for Business - can't log in

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Occasional Visitor

VVX phones: Skype for Business - can't log in

I'm setting up a client of mine with new phone system to replace their PBX, and I've signed them up for a trial of Office365 A5 licensing and purchased a calling plan. For testing I'm using three phones: VVX 601, 411, 311. No problem signing in to Skype for Business from home, making calls, all okay.

 

However on the customer's network, this doesn't work. It times out.

 

They have a proxy server, WPAD is being picked up fine by the phone (I have clicked "export" from web interface and it has picked up my wpad script fine).

 

Also time appears to be syncing fine with pool.ntp.org, at least the time was incorrect at startup and when setting the server to pool.ntp.org, after a short while the time displays correctly. (The machine has not been locally connected to a PC.)

 

Any more information required? Here's the log (I've redacted some servernames and account addresses etc!!)

 

Message 1 of 3
2 REPLIES 2
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Polycom Employee & Community Manager

Re: VVX phones: Skype for Business - can't log in

Hello @Mat S,

welcome to the Polycom Community.

Not a lot of details in the log once the phone had synced the time:

 

035247.000|so |4|00|SNTP: sync failed with all servers, trying again[0]
035345.930|sip |4|00|Failed to connect to [52.112.194.11:443] : Error[Operation now in progress]
035345.932|btoe |4|00|PC port status is Down. Can not start BToE manager
0430134448|auth |2|00|Request(-1)auth,(4)ServiceSetMsgKey,(-1),(-1),(Expiry,TransactionId,Time,Type):(-1,-1,1525092288,0)IndicationLevel:(200)
0430134448|nisvc|2|00|Request(-1)nisvc,(4)ServiceSetMsgKey,(-1),(-1),(Expiry,TransactionId,Time,Type):(-1,-1,1525092288,0)IndicationLevel:(200)
0430134448|auth |2|00|<SM>(304)AuthServiceUTStateMachine(0x19db8a0):Ctx((345),(8)kBaseEventNtpSync,Ticks(0))
0430134448|auth |2|00|<\SM>(304)AuthServiceUTStateMachine(0x19db8a0):Ctx((345),(-1),Ticks(0))
0430134448|auth |2|00|<SM>(305)AuthServiceOAuthStateMachine(0x1a72468):Ctx((511),(8)kBaseEventNtpSync,Ticks(0))
0430134448|auth |2|00|<\SM>(305)AuthServiceOAuthStateMachine(0x1a72468):Ctx((511),(-1),Ticks(0))
0430134448|auth |2|00|<SM>(308)AuthServiceWTUsingOAuthStateMachine(0x19d9f00):Ctx((349),(8)kBaseEventNtpSync,Ticks(0))
0430134448|auth |3|00|auth's Ticked,Reason(Internal),Count/Size(0/1),Stop? (No)
0430134448|auth |3|00|auth's Timer,Running(1),Start(1817560)
0430134448|auth |2|00|S/E(sSAuthSvcRenewWT,kBaseEventNtpSync),rO(5)
0430134448|auth |2|00|<\SM>(308)AuthServiceWTUsingOAuthStateMachine(0x19d9f00):Ctx((349),(5),Ticks(0))
0430134448|log |5|00|Skipped uploading of failed log file because no of failures are > 4 or last upload failed time is < 60 seconds.
0430134451|brow |4|00|Timezone value = UTC0UTC,J70/2:0:0,J308/2:0:0, Browser state - 1, Visible - 0

0430134455|auth |2|00|Request(-1)auth,(4)ServiceSetMsgKey,(-1),(-1),(Expiry,TransactionId,Time,Type):(-1,-1,1525092295,0)IndicationLevel:(200)
0430134455|nisvc|2|00|Request(-1)nisvc,(4)ServiceSetMsgKey,(-1),(-1),(Expiry,TransactionId,Time,Type):(-1,-1,1525092295,0)IndicationLevel:(200)
0430134455|auth |2|00|<SM>(304)AuthServiceUTStateMachine(0x19db8a0):Ctx((345),(8)kBaseEventNtpSync,Ticks(0))
0430134455|auth |2|00|<\SM>(304)AuthServiceUTStateMachine(0x19db8a0):Ctx((345),(-1),Ticks(0))
0430134455|auth |2|00|<SM>(305)AuthServiceOAuthStateMachine(0x1a72468):Ctx((511),(8)kBaseEventNtpSync,Ticks(0))
0430134455|auth |2|00|<\SM>(305)AuthServiceOAuthStateMachine(0x1a72468):Ctx((511),(-1),Ticks(0))
0430134455|auth |2|00|<SM>(308)AuthServiceWTUsingOAuthStateMachine(0x19d9f00):Ctx((349),(8)kBaseEventNtpSync,Ticks(0))
0430134455|auth |3|00|auth's Ticked,Reason(Internal),Count/Size(0/1),Stop? (No)
0430134455|auth |3|00|auth's Timer,Running(1),Start(1810680)
0430134455|auth |2|00|S/E(sSAuthSvcRenewWT,kBaseEventNtpSync),rO(5)
0430134455|auth |2|00|<\SM>(308)AuthServiceWTUsingOAuthStateMachine(0x19d9f00):Ctx((349),(5),Ticks(0))
0430134616|sip |4|00|Failed to connect to [52.112.194.11:443] : Error[Operation now in progress]
0430134616|btoe |4|00|PC port status is Down. Can not start BToE manager
0430134808|sip |4|00|Failed to connect to [52.112.194.11:443] : Error[Operation now in progress]
0430134808|btoe |4|00|PC port status is Down. Can not start BToE manager
0430135029|sip |4|00|Failed to connect to [52.112.194.11:443] : Error[Operation now in progress]
0430135029|btoe |4|00|PC port status is Down. Can not start BToE manager
0430135249|sip |4|00|Failed to connect to [52.112.194.11:443] : Error[Operation now in progress]
0430135249|btoe |4|00|PC port status is Down. Can not start BToE manager
0430135310|lic |*|00|License expiry check in 43656 seconds
0430135447|sip |4|00|Failed to connect to [52.112.194.11:443] : Error[Operation now in progress]
0430135447|btoe |4|00|PC port status is Down. Can not start BToE manager
0430135750|sip |4|00|Failed to connect to [52.112.194.11:443] : Error[Operation now in progress]
0430135750|btoe |4|00|PC port status is Down. Can not start BToE manager
0430135837|copy |4|00|Configuration of URL failed
0430135838|cfg |4|00|Web|[cfgSaProcessRequestC] Failed to download language file from provisioning server, request path Website_dictionary_language_en-gb.xml
0430135838|utilm|4|00|uBLFCompressed: File /ffs0/languages/Website_dictionary_language_en-gb.xml.zzz does not exist or is empty
0430135838|cfg |4|00|Web|[cfgSaProcessRequestC] Website_dictionary_language_en-gb.xml Language file doesn't exist in cache
0430135838|cfg |4|00|Web|[cfgSaProcessRequestC] Website_dictionary_language_en-gb.xml Language file doesn't exist in phone flash

 

I would ensure there is no firewall blocking the highlighted traffic.

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. 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
Message 2 of 3
Highlighted
Occasional Visitor

Re: VVX phones: Skype for Business - can't log in

Many apologies if this is covered elsewhere, but I've looked in the most obvious places:

Is there a list of firewall ports that need to be opened for the VVX phone to connect to Skype for Business Online? Apologies if this is a question for Microsoft, although I note that the Windows client connects okay.

 

When I try to connect to https://52.112.194.11 (the server to which connection is failing in the logs) from home, I get a 404, but when I connect from the customer's network it times out. So I will investigate getting them to ask their ISP to open relevant ports, but if there is a huge list of target IPs / ports then would be good to know what these are, rather than trial and error.

 

Do you know whether this is something MS maintains?

Message 3 of 3