BToE 3.8.0.0 does not lock phone through Windows 10

[Sebastian1]

Hi Team,

We are using BToE 3.8.0.0 on all our Windows 10 Laptops with VVX411 and VVX501 handsets.

Skype for Business 2015 on prem.

UC software version: 5.8.2.4732

The Handsets sign in OK when the laptop is truned on.

However handsets do not lock nor unlock when Windows is locked or unlocked.

Once the handset is initially locked in through BToE that is it. Even if I turn my laptop off the phone stays on.

Our SfB Client Policy is set to lock phones after 10 minutes. The handset does lock after 10 minutes but does not lock nor unlock through Windows.

The phone will even lock after 10 minutes while the laptop is in use.

Any suggestions?

[SteffenBaierUK]

Hello @Sebastian1,

welcome back 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 providing all details at the same time 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.

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

In addition we recently discussed the same topic => 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

Polycom Global Services

[Sebastian1]

Hi Steffen,

The link to your post has the solution that the SfB lock policy was not enabled.

As statet in my initial post, this policy is already enabled in my environment and set to 10 minutes so your reference is irelevant and unfortunately not the answer to the problem!

[SteffenBaierUK]

Hello @Sebastian1,

the linked post had at least some logs as well as the reply of myself ask's for logs, a backup of the configuration and the device serial.

You have not posted any of this so we cannot even try and help you.

Please work with 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.

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

If the unit is no longer within 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

Polycom Global Services

[Sebastian1]

Hi Steffen,

The serial of the phone is: 64167F1C66A2

The phone is brand new, I have asked my reseller for the procedure to log a call with Polycom.

I enabled debug for "BToE" and debug for "logging"on the phone log settings but there are no logs similar to the ones in the post you referenced.

A copy of the logs when I lock and Unlock the PC is attached. I can't see anything helpful in there but might not know what exactly I should be looking for.

I also attached a backup of the phone.

Thank You

[SteffenBaierUK]

Hello @Sebastian1,

Please be aware of the following when utilizing UC Software 4.1.0 or later:

The use of Polycom UC Software versions 4.1.X (“Software”) requires the purchase of a separate Software license for every device that will use the Software in a LYNC / Skype for Business environment. You may not install, access, or use the Software in a LYNC / Skype for Business environment on more devices than are listed on your license until additional licenses have been purchased and authorized by Polycom. These licenses should be purchased from the same company from which you purchased the devices. You may operate devices against a LYNC / Skype for Business server for trial purposes for up to 30 days without purchasing a license. Use of the Software is subject to the terms and conditions of the End User License Agreement.

Polycom reserves the right to audit your deployment to verify that you have sufficient licenses to match the number of devices being used.

Information in regards of License Part Numbers can be found here

The VVX501 phone in question aka 64167F1C66A2 was purchased as 2200-48500-025 and therefore does not hold the relevant license as outlined above.

Each other phone that you are currently using without the relevant license is in violation of the above if used for more than 30 days.

Steps for you to take:

• Verify each of the phones used if they are a Skype for Business SKU or not and purchase the relevant missing licenses.
  
  
• Work with Westcon Group Limited (Australia) who sold this phone back in 19/08/2018 to open a ticket for you with Polycom support.

Our support team will verify the MAC address against the relevant purchase order to ensure you are not using the non Skype SKU for Skype for Business.

Best Regards

Steffen Baier