BToE & SfB will not "Activate" into "BToE Mode" after re-docking laptop


BToE & SfB will not "Activate" into "BToE Mode" after re-docking laptop

I have a user who has a Polycom VVX 501, and uses SfB to make calls using BToE to pair. The problem occurs when she un-docks her laptop, goes to do what she needs to do (while connected to wifi), then once she docks her laptop again (and is now hard-wired), she will need to reboot her computer in order to get SfB and the BToE app to sync and the BToE app to go into BToE mode. Also, her laptop will freeze if she receives a phone call while in the state of being paired but not in BToE mode.

Note: the issue is intermittent. 

Lenovo Yoga / Windows 10 (version 1809) 

Skype for Business for O365 (version 16.11126.20234) 32-bit

BToE connector version 3.8.x.x. (also tried 3.9.x.x.) and UCS version 5.8.x.x.

Message 1 of 3
Polycom Employee & Community Manager

Re: BToE & SfB will not "Activate" into "BToE Mode" after re-docking laptop

Hello @tdedonato ,


welcome to the Polycom Community.

Most likely this would need to come into support.

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

Please be aware:

The purpose of these forums is to allow community members collaborate and help each other.
Questions posted here do not follow Polycom’s SLA guidelines.
If you require assistance from Polycom technical support, please open a
web service request or call us .

The above is necessary in order to track issue internally within Polycom.

You are welcome to post more questions or configuration or logs for other community members to look at but if your issue requires a fix via Polycom you must go via the official support structure.

Please ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

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This forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
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Message 2 of 3

Re: BToE & SfB will not "Activate" into "BToE Mode" after re-docking laptop

Thanks, Steffen...will do. In your experience...have you ever heard of this issue? The only other entry I can find online about it is this one:



Message 3 of 3