Hello all,
this FAQ should help to easily troubleshoot Skype for Business / LYNC sign in issues.
The original FAQ => here <= should be consulted as well.
The Phone logs can help to troubleshoot issues found via Diagnostics > View & Download Logs
Changing of Logging Levels:
Warning: Logging parameter changes can impair system operation. Do not change any logging parameters without prior consultation with your Polycom Reseller or Polycom Technical Support.
The <level/> Parameters control the logging detail level for individual components. These are the input filters into the internal memory-based log system.
The factory default level for all logging parameters is "4" or Minor Error.
- Debug = 0
- Event 1 = 1
- Event 2 = 2
- Event 3 = 3
- Minor Error = 4
- Major Error = 5
- Fatal Error = 6
NOTE: In order to set the lowest Level of logging this Parameter may be used
Web Interface:
Settings > Logging > Global Settings > Global Log Level Limit > Log File Size (Kbytes) >
| Phone Model | Size |
| SoundStation IP | Leave as is |
| SoundPoint IP | Leave as is |
| VVX prior to 5.5.0 | 180 |
| VVX from 5.5.0 | 1000 |
| Polycom Trio | 10240 |
Lack of NTP Server causing unable to sign in:
002137.009|sip |4|00|Server certificate verification failed, Untrusted Certificate 002137.010|sip |4|00|MakeTlsConnection: SSL_connect error 1
The above is the phone missing an NTP Time server !
The red highlighted Area shows the phone not having a valid time as shown => here <=
Without the time the phone cannot verify the Certificate. The Time should display as MMDDHHMMSS
0123120329|log |5|00|Skipped uploading of failed log file because no of failures are > 4 or last upload failed time is < 60 seconds.
The above shows the January the 23 and the time as 12:03:29
DNS:
182141.243|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'xxxxxxxxxx.onmicrosoft.com' found no records
182141.243|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'xxxxxxxxxx.onmicrosoft.com' found no records
182141.243|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'xxxxxxxxxx.onmicrosoft.com' found no records
182141.243|sip |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'sipinternal.xxxxxxxxxx.onmicrosoft.com' found no records
182141.243|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'sipinternal.xxxxxxxxxx.onmicrosoft.com' found no records
182141.243|sip |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'sipexternal.xxxxxxxxxx.onmicrosoft.com' found no records
182141.243|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'sipexternal.xxxxxxxxxx.onmicrosoft.com' found no records
182141.243|sip |4|00|MakeTlsConnection: SSL_connect error 1
182141.243|sip |4|00|MakeTlsConnection: connection failed error -1
182141.243|sip |4|00|Registration failed User: Username, Error Code:480 Temporarily not available
The above is the phone missing an NTP Time server and in addition cannot resolve the DNS.
Without the DNS the phone is unable to connect to the server. You need to fix your DNS
Certificate:
Change the logging
- Settings > Logging > Global Settings > Global Log Level Limit > Set to DEBUG
- Settings > Logging > Log File Size (Kbytes) > VVX 1000 or on a Trio 10240
- Settings > Logging > Module Log Level Limits > SIP > Set to DEBUG
0213083902|sip |3|63442|[TLS] Validating Subject Alternative Name(s) (SAN) and Common Name (CN) against the following: 0213083902|sip |3|63442|[TLS] Hostname: microsoft.com 0213083902|sip |3|63442|[TLS] Outbound Proxy: microsoft.com 0213083902|sip |3|63442|[TLS] Hostname connection: sipfed0M.online.lync.com 0213083902|sip |1|63442|[TLS] Comparing certificate SAN type DNS: 'sipfed.online.lync.com' 0213083902|sip |1|63442|[TLS] Comparing certificate SAN type DNS: '*.online.lync.com' 0213083902|sip |1|63442|[TLS] Comparing certificate SAN type DNS: '*.infra.lync.com' 0213083902|sip |1|63442|[TLS] Comparing certificate SAN type DNS: '*.lync.com' 0213083902|sip |3|63442|[TLS] None of the SAN(s) matched 0213083902|sip |3|63442|[TLS] Attempting to validate certificate Common Name (CN) 0213083902|sip |4|63442|[TLS] Server Certificate Common Name 'sipfed.online.lync.com' doesn't match any of the following: 0213083902|sip |4|63442|[TLS] Hostname: microsoft.com 0213083902|sip |4|63442|[TLS] Outbound Proxy: microsoft.com 0213083902|sip |4|63442|[TLS] Hostname connection: 0213083902|sipfed0M.online.lync.com 0213083902|sip |4|63442|[TLS] Server Certificate SAN or CN validation failed 0213083902|sip |2|63442|MakeTlsConnection: post connect check of hostname(s) failed, original SSL verification result was: (0: ok)
In the above example the Server Certificate SAN or CN validation failed. Please check your certificate.
Or
- Settings > Logging > Global Settings > Global Log Level Limit > Set to DEBUG
- Settings > Logging > Log File Size (Kbytes) > VVX 1000 or on a Trio 10240
- Settings > Logging > Module Log Level Limits > CURL > Set to Event 3
0123134226|curl |3|00|Connected to xxx.xxx.com (xx.xx.xx.xx) port 443 (#0) 0123134226|curl |3|00|successfully set certificate verify locations: 0123134226|curl |3|00| CAfile: /data/polycom/ffs0/ca3.crt CApath: none 0123134226|curl |3|00|SSLv3, TLS handshake, Client hello (1): 0123134226|curl |0|00|SSL DATA_OUT: Data of len 87 not displayed 0123134226|curl |3|00|SSLv3, TLS handshake, Server hello (2): 0123134226|curl |0|00|SSL DATA_IN: Data of len 85 not displayed 0123134226|curl |3|00|SSLv3, TLS handshake, CERT (11): 0123134226|curl |0|00|SSL DATA_IN: Data of len 2878 not displayed 0123134226|curl |3|00|SSLv3, TLS alert, Server hello (2): 0123134226|curl |0|00|SSL DATA_OUT: Data of len 2 not displayed 0123134226|curl |3|00|SSL certificate problem, verify that the CA cert is OK. Details: error:14090086:SSL routines:SSL3_GET_SERVER_CERTIFICATE:certificate verify failed 0123134226|curl |3|00|Closing connection #0
Again check your certificate
Username or Password:
- Settings > Logging > Global Settings > Global Log Level Limit > Set to DEBUG
- Settings > Logging > Log File Size (Kbytes) > VVX 1000 or on a Trio 10240
- Settings > Logging > Module Log Level Limits > CURL > Set to Event 1
0125071627|curl |3|00| SSL certificate verify ok. 0125071627|curl |1|00|HEADER_OUT: POST /adfs/services/trust/2005/usernamemixed HTTP/1.1 ... 0125071627|curl |1|00|HEADER_IN : HTTP/1.1 100 Continue 0125071627|curl |1|00|HEADER_IN : HTTP/1.1 500 Internal Server Error 0125071627|curl |1|00|HEADER_IN : Content-Length: 1000 0125071627|curl |1|00|HEADER_IN : Content-Type: application/soap+xml; charset=utf-8 0125071627|curl |1|00|HEADER_IN : Server: Microsoft-HTTPAPI/2.0 Microsoft-HTTPAPI/2.0 0125071627|curl |1|00|HEADER_IN : Date: Wed, 25 Jan 2017 07:16:26 GMT 0125071627|curl |1|00|HEADER_IN : 0125071627|curl |3|00|Connection #0 to host sts.<obscured>.com left intact 0125071627|curl |3|00|Closing connection #0
Exchange:
VVX:
- Settings > Logging > Global Settings > Global Log Level Limit > Set to DEBUG
- Settings > Logging > Log File Size (Kbytes) > VVX 1000
- Settings > Logging > Module Log Level Limits > Exchange Client > Set to DEBUG
- Settings > Logging > Module Log Level Limits > Presentation > Set to DEBUG
1222180154|pgui |4|00|'vvm' Service CSoapTransaction network error = Operation canceled (5) 1222180154|pgui |4|00|Visual Voice Mail service network error 5. 1222180154|pgui |4|00|EWS SOAP service network error 5.
and later
1222180634|pgui |4|00|CSoapTransaction error = Socket operation timed out (4) 1222180634|pgui |4|00|'ews' Service CSoapTransaction network error = Socket operation timed out (4) 1222180634|pgui |4|00|Calendar: Network error occured 4
Trio:
- Settings > Logging > Global Settings > Global Log Level Limit > Set to DEBUG
- Settings > Logging > Log File Size (Kbytes) > 10240
- Settings > Logging > Module Log Level Limits > CURL > Set to DEBUG
- Settings > Logging > Module Log Level Limits > Presentation > Set to DEBUG
- Settings > Logging > Module Log Level Limits > SIP > Set to DEBUG
Option 43 & 120 for Extension & Pin troubleshooting:
Since UC Software 5.6.0:
or
log.render.level="0"
log.render.file.size="1000"
log.level.change.pps="1"
log.level.change.service.auth="0"
log.level.change.auth="0"
And the received STS URI will be displayed:
0202141143|pps |1|00|PpsHybridC::OnEvFetchSTSURI the sts-uri received is https://csslopoolweb.polycom.com:443/CertProv/CertProvisioningService.svc 0202141143|pps |1|00|PpsHybridC::OnEvFetchSTSURI the sts-uri received is https://csslopoolweb.polycom.com:443/CertProv/CertProvisioningService.svc 0202141143|pps |1|00|PpsHybridC::OnEvFetchSTSURI the sts-uri received is https://sfbpool01.plcmlabs.com:443/CertProv/CertProvisioningService.svc
In the above scenario the Phone was in a Network that had multiple DHCP Servers respond to the DHCP Inform.
0202141147|auth |0|00|Policy Dest:(201)AuthServicePolicyServiceKey:(103)AuthServiceRCMsgKey:(205)AuthSvcAOServiceRequestKey Caller Service(-1):IndicationCode(0) ,TransactionID(-1)Data:SD:Key Data(User Key/Operation Key/Url Key):Uri: User/Guest/Domain:,False, Url: Operation:(103)AuthServiceRCMsgKey,Caller Service:(-1)Url,TransactionId:,-1 UrlKey(Operation,CallerService,Url):(-1),(-1),https://sfbpool01.plcmlabs.com:443/CertProv/CertProvisioningService.svc
and
...2141157|curl |1|00|HEADER_OUT: POST /CertProv/CertProvisioningService.svc/anon HTTP/1.1
Prior to UC Software 5.6.0
Incorrect or incomplete:
0918144405|tickt|1|00|soWebTicketServersGet: request URI is /mex
Correct example:
0919080727|cfg |3|00|Prov|[CfgLyncSipSrvDiscover::cbFoundOption] Received STS-URI is 'https://lyncfe01.t3voipuk.lab:443/CertProv/CertProvisioningService.svc'
202646.012|tickt|1|00|soWebTicketServersGet: request URI is https://lyncfe01.t3voipuk.lab:443/CertProv/CertProvisioningService.svc/mex
Adding a Favorite:
Adding a LYNC / Skype for Business Favorite should appear instantaneous on the Phone once added by the Client.
- Settings > Logging > Log File Size (Kbytes) > 1000
- Settings > Logging > Module Log Level Limits > SIP > Set to Event 1
- Settings > Logging > Module Log Level Limits > Application > Set to Event 2
0206171740|sip |2|00|Received modifiedContact 0206171740|sip |2|00|(1)groupId for contact 'stefftrioroom01@t2voice.co.uk' - 1 0206171740|sip |2|00|(2)groupId for contact 'stefftrioroom01@t2voice.co.uk' - 2 0206171740|sip |3|00|SipOnEvContactsUpdate action '0' address 'SteffTrioRoom01@t2voice.co.uk' subscribed 1 0206171740|app1 |2|00|AppPhoneC::OnEvContactsUpdate - Action: 0, szNumber: SteffTrioRoom01@t2voice.co.uk, szDisplayName: SteffTrioRoom01@t2voice.co.uk, subscribed 1, bRefresh 1 0206171740|app1 |2|00|BuddyListC::Delete (Directory not updated) 0206171740|app1 |2|00|BuddyListC::AddItem2 name:SteffTrioRoom01 number:SteffTrioRoom01@t2voice.co.uk status:20 0206171740|app1 |2|00|appUi::updateLyncContacts - refresh 1 0206171740|app1 |2|00|compareEMLineKeys - EM Line key 6 name is different 0206171740|app1 |2|00|compareEMLineKeys - lines are same - 1 0206171740|sip |2|00|SipOnEvContactPresenceUpdate user 'SteffTrioRoom01@t2voice.co.uk' 'Steff Trio Room 01' status 'Away' customMsg ActToken [] ContactCardUpdate[1] EmailId[Steff.TrioRoom01@t2voice.co.uk] MostActiveDevice[0] 0206171740|app1 |2|00|AppPhoneC::OnEvContactPresenceUpdate - szNumber: SteffTrioRoom01@t2voice.co.uk, szDisplayName: Steff Trio Room 01, status: 3, ActivityToken: , CustomMessage: , HomNumb: , MobNumb: , WorkNumb : , OtherTel: voiceMail: bcontactcardupdate = 1 bOOOUpdate:1 bOOOStatus:0 isMostActive=0
Removing the Favorite:
0206173020|sip |1|00|MsgSipTcpPacket
0206173020|sip |3|00|CTcpSocket::OnRecvData
0206173020|sip |1|00|signatureBuffer: <TLS-DSK><78AEA425><21><SIP Communications Service><LS13FE01.voice.lab><9bd159d2bec570186720b63d94ac89bb><2><BENOTIFY><sip:steff-vvx4@t2voice.co.uk><F835CE57><sip:steff-vvx4@t2voice.co.uk><CE9B96E5-9E0A6818><sip:steff-vvx4@t2voice.co.uk><tel:+441753431726;ext=31726><>
0206173020|sip |1|00|TLS-DSK:VerifySignature Succeeded
0206173020|sip |2|00|CCallBase::IsChallenged 'BENOTIFY' Dialog Tag 'CE9B96E5-9E0A6818' pRequest Tag 'CE9B96E5-9E0A6818' state 'Confirmed'
0206173020|sip |3|00|CCallNoCall::calculateNewExpire new expires = 27833
0206173020|sip |2|00|Received modifiedContact
0206173020|sip |2|00|(1)groupId for contact 'stefftrioroom01@t2voice.co.uk' - 1
0206173020|sip |3|00|SipOnEvContactsUpdate action '0' address 'SteffTrioRoom01@t2voice.co.uk' subscribed 1
0206173020|sip |2|00|SipOnEvContactPresenceUpdate user 'SteffTrioRoom01@t2voice.co.uk' 'Steff Trio Room 01' status 'Inactive' customMsg ActToken [] ContactCardUpdate[1] EmailId[Steff.TrioRoom01@t2voice.co.uk] MostActiveDevice[0]
0206173020|sip |1|00|CUser::updateBulkContactList : bSendBulkListToApp 1, szNumber [(null)] subscribed 0
0206173020|sip |3|00|sendBulkContactPresenceList typeOfUpdate : 0, contactListSize : 0
Rebooting the Phone:
0206172349|sip |2|00|Received group 0206172349|sip |3|00|SipOnEvContactGroupUpdate action '0' groupId '1' groupName '~' groupEmail '' 0206172349|sip |2|00|Received group 0206172349|sip |3|00|SipOnEvContactGroupUpdate action '0' groupId '2' groupName 'Pinned Contacts' groupEmail '' 0206172349|sip |1|00|CUser::updateBulkContactList : bSendBulkListToApp 0, szNumber [VVX600-7A6C@t2voice.co.uk] subscribed 0 0206172349|sip |1|00|CUser::updateBulkContactList : bSendBulkListToApp 0, szNumber [Steff-vvx1@t2voice.co.uk] subscribed 0 0206172349|sip |1|00|CUser::updateBulkContactList : bSendBulkListToApp 0, szNumber [Steff-vvx2@t2voice.co.uk] subscribed 0 0206172349|sip |1|00|CUser::updateBulkContactList : bSendBulkListToApp 0, szNumber [Steff-VVX3@t2voice.co.uk] subscribed 0 0206172349|sip |1|00|CUser::updateBulkContactList : bSendBulkListToApp 0, szNumber [steff-vvx5@t2voice.co.uk] subscribed 0 0206172349|sip |1|00|CUser::updateBulkContactList : bSendBulkListToApp 0, szNumber [steff-vvx6@t2voice.co.uk] subscribed 0 0206172349|sip |1|00|CUser::updateBulkContactList : bSendBulkListToApp 0, szNumber [iic1@t2voice.co.uk] subscribed 0 0206172349|sip |1|00|CUser::updateBulkContactList : bSendBulkListToApp 0, szNumber [steff-vvx3@t2voice.co.co.uk] subscribed 0 0206172349|sip |1|00|CUser::updateBulkContactList : bSendBulkListToApp 0, szNumber [SteffTrioRoom01@t2voice.co.uk] subscribed 0 0206172349|sip |2|00|CRoamingContactsSubscriptionMgr::handleSubscribeRoamingContacts- Processed roaming contacts 0206172349|sip |2|00|CRoamingContactsSubscriptionMgr::handleSubscribeRoamingContacts Total roaming contacts are: 9
Determine the general LYNC / Skype for Business status:
Diagnostics > Lync Status or Diagnostics > Skype for Business Status
You can expand the various sections to check the individual status