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VVX300 and MS Teams auto sign out

VVX300user
Occasional Visitor

VVX300 and MS Teams auto sign out

We have Polycom VVX300 phones at our office which login to Teams using the Web Sign In method. Because our staff are now working from home due to Coronavirus, the phones are not getting used and some users going to the office are reporting that they are logged out of the phones and are prompted to login in order to use them. Is this logout due to a MS authentication token expiring?  Or a config setting on the phone itself?  Any help would be appreciated.

Message 1 of 6
5 REPLIES 5
SteffenBaierUK
Polycom Employee & Community Manager

Re: VVX300 and MS Teams auto sign out

Hello @VVX300user ,

 

Welcome to the Poly Community.


Please let me correct you on the terminology used. The VVX cannot log into Teams. You are using Skype for Business online most likely. Only our new CCX 400, 500 and 600 phones >here< can be used with Teams natively.

 

There is no setting on the phone which would cause it to log out after a certain time of inactivity (other than a Guest Signing) so the issue must be on the Microsoft end with some expiry.

 

In order to help you to troubleshoot this we can offer the following FAQ article:

 

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

Resolution: Have a look => here <=

 

Please ensure as well that you post the currently used software version.

 

Volunteers can try and help you once you post some useful information for us but if you seek official support a service ticket is required.

 

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

End Customers are usually unable to open a ticket directly with Poly support. Available End User Poly services offerings are detailed here

If this is some sort of an Internet discounter providing your MAC address or your Poly devices serial will enable us to look up who would be able to support you. This may not be who you purchased the Poly device from.

If the unit is no longer within the 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

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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.

----------------

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 6
Scup
Occasional Visitor

Re: VVX300 and MS Teams auto sign out

Any update about this? We are currently using VVX 311/411 and logged-in in MS Teams and have the same behavior.

Message 3 of 6
SteffenBaierUK
Polycom Employee & Community Manager

Re: VVX300 and MS Teams auto sign out

Hello @Scup ,

 

Welcome back to the Poly Community.

The post you replied to is nearly 1 year old and never received any feedback from the original poster.

 

You have not checked the reply to it and did not provide details on your own issue as to what software your phones are running as an example.

 

How often does your issue occur? Are these CAP accounts?


Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

----------------

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 4 of 6
Scup
Occasional Visitor

Re: VVX300 and MS Teams auto sign out

Software Version 5.9.6.2327 is running on both models.

 

We just migrated to teams and moved some of the CAP accounts to teams and also teams users are using the VVX phone through Web-Sign In.

I got reports for several deskphones which probably are not actively being used, so this might be a time-out or some kind of idle action.

 

Is there a way to prevent this?

Message 5 of 6
SteffenBaierUK
Polycom Employee & Community Manager

Re: VVX300 and MS Teams auto sign out

Hello @Scup ,

 

As outlined to the original poster there is no setting to provoke or trigger this. The phone will stay registered indefinitely until an error occurs causing the phone to log out.

 

What is the frequency of the issue?

 

In my day job, I dealt with an organization where the phones would sign out every 8 hours or so based on some policy regarding Exchange. As they had been using CAP accounts exchange was not really needed on the phone so we disabled it.

 

Simply copy and paste the below into a text file and save it using the .cfg ending and import via the Web Interface.

<exchange feature.EWSAutodiscover.enabled="0"
	feature.exchangeCalendar.enabled="0"
	feature.exchangeCallLog.enabled="0"
	feature.exchangeContacts.enabled="0"
	feature.exchangeVoiceMail.enabled="0" />

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

----------------

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 6 of 6