Cant log into Skype account on phone

Occasional Visitor

Cant log into Skype account on phone

The skype account works fine on other identical phones (VVX 501). I have tried clearing the web, phone settings, reseting it to factory defaults, and formating the file system. I have tried duplicating the settings from other working phones all without sucess. 

 

The only error it gives is "Skype for Business authentication failed. Sign in again." When I check the logs this is what it says. 

 

000121.223|app1 |*|00|SoRegistrationEventLast - new AppRegLineC, szUser = fileroom@mydomain.ca
000131.932|xml |*|00|Initial log entry. Current logging level 4
000132.529|sip |*|00|Sip Register Usr:fileroom@mydomain.ca Dsp:fileroom Auth:'Using Login Cred' Inx:0

 

Here is the phone version info

Home
Phone Information
Phone Model VVX 501
Part Number 3111-48500-001 Rev:A

IP Mode IPv4
IP Address 192.168.25.102
UC Software Version 5.8.1.7278H *This is the same as the provisioning server* 
Updater Version 5.9.6.8818

 

Thanks in advance for any sugestions.  

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1 REPLY
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Polycom Employee & Community Manager

Re: Cant log into Skype account on phone

Hello @Cloud 9 Solutions ,

 

welcome 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. Please rename into .TXT or Zip the file to attach.
Since UC Software 5.9.0 simply provide this via the Web Interface Diagnostics > Download Support Information Package

  • 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 for example if the issue is a day 1 issue or only happened after an upgrade or any other relevant details
  • For questions around Support please check here

 

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.

 

Jan 17, 2017 Question:How can I troubleshoot simple Skype for Business, LYNC or Office365 issues?

Resolution: Have a look => 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

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

This forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Polycom employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and may be answered on weekends, bank holidays or personal holidays.
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