Plantronics + Polycom. Now together as Poly Logo

CX5500 Cannot Search Lync/Skype Directory

Highlighted
Occasional Visitor

CX5500 Cannot Search Lync/Skype Directory

Phone Model 	CX5500
Part Number 	CX5500 Rev:20
UC Software Version 	5.4.0.13979
Device Software Version 	1.2.0.70232
Product Serial Number 	82154544D11CDA
Power Data Box Hardware Version 	104.A
Tabletop Hardware Version 	103.A 

We have a CX5500 that will not display any results for any search in the Lync directory.   Every search results in "No Contacts" We are using Office 365.

 

The device can sign in and place/receive calls on Skype (using only the Recent call directory).

 

EWS seems to be configured correctly as is the AutoDiscover URL.

 

When you search for the Skype account in our Office 365 directory, you can find the CX5500 account and call the device on skype.

 

Any more troubleshooting ideas?

Message 1 of 4
3 REPLIES 3
Highlighted
Polycom Employee & Community Manager

Re: CX5500 Cannot Search Lync/Skype Directory

Hello senatorfarnsworth,

welcome to the Polycom Community.

Is this an on premise LYNC/Skype and Off Premise Exchange or strict O365 ?

 

I suggest to set the :

 

  • Settings > Logging > Global Settings > Global Log Level Limit to debug
    and then
  • Settings > Logging > Global Settings > Module Log Level Limits > Lync ABS & Exchange Client to debug as well.

Once done repeat the test and then check your logs at Diagnostics > View & Download Logs


If you cannot spot anything the next step would be to contact your Reseller or directly SCANSOURCE COMMUNICATIONS who sold this unit back in 25/11/2015


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

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

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 4
Highlighted
Occasional Visitor

Re: CX5500 Cannot Search Lync/Skype Directory

This is fully hosted O365. We have no Exchange infrastructure.

 

 

0428111422|pgui |4|00|CSoapTransaction network error = Connection refused (1)
0428111422|pgui |4|00|'calllogs' service failed with network error 1.
0428111431|pgui |4|00|Contacts fetch operation failed due to non availability of folders
0428111433|tickt|4|00|[StdRet soWebTicketO365Info::soWebTicketFetchWsFedBearerToken()]:[6956]  pSecurityTokenSamlAssertion[<saml:Assertion MajorVersion="1" MinorVersion="1" AssertionID="SamlSecurityToken-3abf4482-722e-43b0-95b8-d91288c77f5b" Issuer="https://dm12a14fes08.infra.lync.com:4443/9716cd0a-82c5-534c-9d15-d5542765f33a" IssueInstant="2016-04-28T16:14:34.836Z" xmlns:saml="urn:oasis:names:tc:SAML:1.0:assertion"><saml:Conditions NotBefore="2016-04-28T16:14:34.836Z" NotOnOrAfter="2016-04-28T23:53:31.836Z"><saml:AudienceRestr
0428111433|abs  |4|00|[CAbsDirectory::getContactsFromServer] received empty response or error code = 6

this is the error generated by trying to use the directory.

Message 3 of 4
Highlighted
Polycom Employee & Community Manager

Re: CX5500 Cannot Search Lync/Skype Directory

Hello senatorfarnsworth,

we would need to see some more detailed logs but this is a support ticket job.

 

Please go ahead and work with your Polycom reseller and they can open a ticket for you with Polycom support.

 

I would suggest to ensure the global logging level is debug and then maybe set TLS and SIP in the logging levels also to debug.

 

Restart the unit after this and reproduce the issue.

 

Then plug a USB stick into the side and note the time as the logs will be uploaded to the stick. Provide these to the reseller.

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

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

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 4