CX600 Skype for Business sign in issue

[Anonymous]

Hi,

We just bought a few new Polycom CX600 phones but are having issues getting them to sign in to Office 365 Skype for Business.

The process we use for adding credentials to the phone is:

1. Log into Lync account with MS Lync 2013

2. Plug phone in via USB

3. Enter credentials to save them to the phone

We already have about 10 phones working in this way however the 3 new ones we bought seem to be problematic.

They are stuck on 'signing in to Lync'

Our Lync VOIP provider is at a dead end and suggested we check with Polycom on this.

Has anyone else run into this issue? 

Any help suggestions or fixes? One thing I am wondering is it may be a firmware issue.

Thanks!

 - Derek

[SteffenBaierUK]

Hello Derek,

Checking the the firmware of the devices in question should be your first cause of action as Microsoft has certain minimum requirements in regards of firmware when signing into Skype for business in regards of certificates etc.

Your service provider should be able to identify the root cause quiet easily and if they struggle should consult the various blogs available out there.

Polycom and other manufacturers produce these optimized for Microsoft® Lync® devices after a reference design and the embedded OS running on the phones is provided, supported and maintained by our partner Microsoft®.

You therefore may want to reach out to the Microsoft® community and / or Microsoft® support directly instead as this is the most direct and efficient path.

Please try here

Best Regards

Steffen Baier

[Anonymous]

We had the same issue. This microsoft KB was the solution for most of our CX600 phones but not all.

https://support.microsoft.com/en-in/kb/2973873

We now have multiple phones that cannot log in giving a "Cannot download certificate because domain is not accessible." error.

All phones are updated to version 4.0.7577.4487. The only differance is the phones that are not working display a part number of POLYCOM_CX600_Rev-4 and the phones that are working display a part number of POLYCOM_CX600_Rev-5.

I called support and since these are out of warrenty they could not escalate unless I paid the one time support fee. So they directed me to this community. I did a quick search and do not see anyone mentioning the Hardware version as an issue.

Can anyone confirm if the CX600_Rev-4 work with Skype for Business Online? or if there is a way to reflash them to Rev-5?

All phones work with Lync 2013 on Prem.

Thanks for the support.

RC