BTOE not pairing

[Anonymous]

I have not been able to get BToE (version 3.8, 3.9 or 4.0) to connect to a VXX 501 running UC Sfotware 5.8.0.12848.

Here are is an exerpt from the BToE client log:

Connecting to 10.101.17.17 port 22
We claim version: SSH-2.0-PuTTY_Release_0.70
Server version: SSH-2.0-dropbear_2017.75
Using SSH protocol version 2
Doing ECDH key exchange with curve Curve25519 and hash SHA-256
Server also has ssh-dss host key, but we don't know it
Host key fingerprint is:
ssh-rsa 2048 fd:2b:......................
Initialised AES-256 SDCTR client->server encryption
Initialised HMAC-SHA-256 client->server MAC algorithm
Initialised AES-256 SDCTR server->client encryption
Initialised HMAC-SHA-256 server->client MAC algorithm
Using username "Synergy".
Sent password
Access granted
Local port 6000 forwarding to 10.101.17.17:24801
[05/24/19 : 14:46:58] PBC: ** Remote IP is 10.101.17.17
[05/24/19 : 14:46:58] PBC: Final IP Address : 16.42.14.136
[05/24/19 : 14:46:58] PBC: Adapter Type: 6 Desc : Intel(R) Ethernet Connection I217-LM
[05/24/19 : 14:46:58] PBC: Adapter ID : {1DAEC288-8609-4F64-81ED-C7B5B15BBABD}
[05/24/19 : 14:46:58] PBC: setConnectedInterface {1DAEC288-8609-4F64-81ED-C7B5B15BBABD}
[05/24/19 : 14:46:58] PBC: Seeking gruu from IPP
[05/24/19 : 14:46:58] PBC ERR: (start_assoc_client: 537) Gruu request response recv 0 bytes, failed with error 0
[05/24/19 : 14:46:58] PBC ERR: (discovery_server:1348) start_assoc_client failed, moving to unpaired mode
[05/24/19 : 14:46:58] PBC: Successfully terminated the SSH client process
[05/24/19 : 14:46:58] PBC: discovery thread exit .....
[05/24/19 : 14:46:58] PBC: Terminating discovery thread
[05/24/19 : 14:46:58] PBC: SESSION SEQUENCE 218
[05/24/19 : 14:46:58] PBC: Waiting for discovery thread to exit
[05/24/19 : 14:46:58] PBC: Launching the discovery thread (PairMode: 1)...
[05/24/19 : 14:46:58] PBC: discovery_server: 1062 Soft_device_state WAITING_FOR_CONNECTION
[05/24/19 : 14:46:58] PBC: Waiting for IP-Phone Connection(on UDP).....
[05/24/19 : 14:47:01] PBC: Received packet from 10.101.17.17(len 12)
[05/24/19 : 14:47:01] PBC: VVX MAC ID 05:08:00:02:91:33
[05/24/19 : 14:47:01] PBC: Received VVX Version from IPP is 5.8.0
[05/24/19 : 14:47:01] PBC: Received the BToE protocol(0)
[05/24/19 : 14:47:01] PBC: Using newXmlFormat
[05/24/19 : 14:47:01] PBC: Posting WM_DESTROY to all open Dlgs
[05/24/19 : 14:47:01] PBC ERR: (discovery_server:1263) Discovery soft device state discovery for proto(0)
[05/24/19 : 14:47:01] PBC: Creating an SSH tunnel (process: 00000A5C id: 16948)
[05/24/19 : 14:47:01] PBC: Started the TCP Connection....
[05/24/19 : 14:47:01] PBC: ** Remote IP is 10.101.17.17
[05/24/19 : 14:47:01] PBC ERR: (checkSSH_get_pc_ip_address: 220) No Routable entry found to VVX. Reconfiguring the SSH

[SteffenBaierUK]

Hello @Chris Keslar ,

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)
• 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.

• Did this ever work?
• Is this a PC connected to the PC port of the phone or different setup?
• Antivirus?

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

Resolution: Please check => here <= for details

Jan 27, 2016 Question: Are there any firewall ports required to be open when using BToE ?

Resolution: Please check => here <= for details

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

Best Regards

Steffen Baier

[Anonymous]

Were you able to get this resolved?

[Anonymous]

No, I still do not have a resolution for the issue.

I have narrowed it down to a configuration issue with my desktop machine.  From a virtual machine on the desktop I Can pair with the phone without an issue, but from the Windows installation of the physical desktop I can not.

I have tried:

- turning off IPv6

- uninstalling all versions of OpenSSH and the ssh client I can find on the machine.

- Installed Putty and made sure it was not available in the path 

- ensured ssh, putty, plink programs were not in the path

I can open a web browser to the phone, but in the BToE logins I still get the message:

PBC ERR: (checkSSH_get_pc_ip_address: 219) No Routable entry found to VVX. Reconfiguring the SSH

[SteffenBaierUK]

Hello @Chris Keslar ,

Welcome back to the Poly Community.

The next step is to open a ticket.

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.

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