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CX5500 Lync Online - Service Unavailable

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Occasional Contributor

CX5500 Lync Online - Service Unavailable

Hello,

 

I cannot figure out how to get Lync Online working on my CX5500. 

 

After configuring the base profile as Lync, then setting the login inforamation for my Office 365 - Lync enabled account - the phone says "Service Unavailable"

 

Any assistance would be appreciated.

 

Phone: CS5500

Version: 1.1.3.12

 

Message 1 of 15
1 ACCEPTED SOLUTION

Accepted Solutions
Polycom Employee

Re: CX5500 Lync Online - Service Unavailable

The CX5500 does not yet support direct registration to Lync Online.  You can still use it via USB with a Lync or SfB client that is registered to Office 365, but the embedded UCS software cannot do that yet.

 

-----------
Jeff Schertz - Microsoft Solutions Architect [Blog]

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.

View solution in original post

Message 2 of 15
14 REPLIES 14
Polycom Employee

Re: CX5500 Lync Online - Service Unavailable

The CX5500 does not yet support direct registration to Lync Online.  You can still use it via USB with a Lync or SfB client that is registered to Office 365, but the embedded UCS software cannot do that yet.

 

-----------
Jeff Schertz - Microsoft Solutions Architect [Blog]

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.

View solution in original post

Message 2 of 15
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Occasional Contributor

Re: CX5500 Lync Online - Service Unavailable

Jeff, thanks for the reply. 

 

I cannot find any instructions for using the phone with the Lync client in either the user or admin user guide.

 

Do you have a resource that you could point me to?

Message 3 of 15
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Occasional Contributor

Re: CX5500 Lync Online - Service Unavailable

Everything I find indicates the unit should be PnP.

 

Maybe there is something going on with my local system.

 

 

edit:spelling

Message 4 of 15
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Occasional Contributor

Re: CX5500 Lync Online - Service Unavailable

Determined issue was with using the blue USB 3.0 Type B connector. After switching to the USB 3.0 port on the base unit, the device was recognized by the OS. The drivers installed from Windows Update without issue. The Polycom CX5500 now shows as a presentation device. 

Message 5 of 15
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Occasional Advisor

Re: CX5500 Lync Online - Service Unavailable

Hello j,

 

Is the support of direct registration to Lync Online of the CX 5500 got establised or still not yet, i am having the same issue with

8 devices weve recently purchsed.

 

details (Lync 2013) Skype for business  

 

Getting Service Unavailable when trying to Sign in

Message 6 of 15
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Polycom Employee & Community Manager

Re: CX5500 Lync Online - Service Unavailable

Hello ,

welcome to the Polycom Community.

It is always useful to include the currently used UC Software version as issues experienced or a question asked may already be addressed in a newer release.

The above is also stated in the "Read First"

From Software Version 1.2.0 onwards we support direct registration to Microsoft Office 365 and Skype for Business Online


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 7 of 15
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Occasional Advisor

Re: CX5500 Lync Online - Service Unavailable

Hello,

 

Thanks for the feedback, our current CX 5500 box software version :  1.2.3.70255 , attached are the box log , the error screen shot and my skype for bussiness info.

 

The issue is still preset , althought it seems that the sofware version is compatible as indicated below.

 

Many Thanks for getting back to me on this.

 

 

Highlighted
Polycom Employee & Community Manager

Re: CX5500 Lync Online - Service Unavailable

Hello ,

Checking the logs:

 

0111101310|sip  |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'wfp.org' found no records
0111101310|sip  |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'wfp.org' found no records
0111101310|sip  |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'wfp.org' found no records
0111101310|sip  |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'sipinternal.wfp.org' found no records
0111101310|sip  |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'sipinternal.wfp.org' found no records
0111101310|sip  |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'sipexternal.wfp.org' found no records
0111101310|sip  |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'sipexternal.wfp.org' found no records
0111101310|sip  |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'sipexternal.wfp.org' found no records
0111101311|sip  |4|00|[cert_verify_callback,tcp]:Server certificate verification failed, Untrusted Certificate,error=20

There seems to be a DNS issue and also an issue verifying the certificate.

 

Please change:

 

  • Settings > Logging > Global Log Level Limit > Debug
  • Settings > Logging > Module Log Level Limits > SIP > Debug


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 9 of 15
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Occasional Advisor

Re: CX5500 Lync Online - Service Unavailable

Hello,

 

Here you are the new log.

 

Thanks for the extended efforts so far.