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[FAQ] Troubleshooting sign in issues

Polycom Employee & Community Manager

[FAQ] Troubleshooting sign in issues

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

 

CommunityLogging_00.PNG

 

NTP:

 

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

 

CommunityLogging_01.PNG

 

  • Settings > Logging > Global Settings > Global Log Level Limit > Set to DEBUG
  • Settings > Logging > Log File Size (Kbytes) > 160 or 1000 since UC Software 5.4.6 or on a Trio 512
  • 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) > 160 or 1000 since UC Software 5.4.6 or on a Trio 512
  • 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) > 160  or 1000 since UC Software 5.4.6 or on a Trio 512
  • 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:

 

  • Settings > Logging > Global Settings > Global Log Level Limit > Set to DEBUG
  • Settings > Logging > Log File Size (Kbytes) > 160 or 1000 since UC Software 5.4.6 or on a Trio / CX5500> 512
  • 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 

 

Option 43 for Extension & Pin troubleshooting:

 

 

LoggingDebug.PNG Tickt.PNG Config_log.PNG

 

 

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 > 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

 

SkypeStatus.PNG

 

You can expand the various sections to check the individual status

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.
Message 1 of 2
1 REPLY
Polycom Employee & Community Manager

Re: [FAQ] Troubleshooting sign in issues

Unable to sign into Skype for Business Online:

 

  • Settings > Logging > Global Log Level Limit > Debug
  • Settings > Logging > Log File Size (Kbytes) > 160  or 1000 since UC Software 5.4.6 or on a Trio 1000
  • Settings > Logging > Module Log Level Limits > Web Ticket > Debug
  • Settings > Logging > Module Log Level Limits > SIP > Event 1

 

0314114138|sip  |1|00|CTrans::TimeOut500ms m_nMainTimeoutCount == 0. Call SndMsgFail
0314114138|sip  |3|00|CTrans::TimeOut500ms Self Generated 480 Response
0314114138|sip  |3|00|UA Client Non-INVITE REGISTER trans state 'callingTrying'->'completed' by 480 resp 10 timeout(0x4129f548)

and

 

0210085012|tickt|1|00|[StdRet soWebTicketO365Info::soWebTicketFetchADFSToken()]:[7115]
0210085012|tickt|1|00|Provisioning:Cipher suite = ALL:!aNULL:!eNULL:!DSS:!SEED:!ECDSA:!IDEA:!MEDIUM:!LOW:!EXP:!ADH:!ECDH:!PSK:!MD5:!RC4:@STRENGTH
0210085013|tickt|3|00|[StdRet soWebTicketO365Info::soWebTicketParseSoapError(UtilRapidxmlParserC*, S_SOAP_ERR_INFO*)]:[7857] Start
0210085013|tickt|1|00|[StdRet soWebTicketO365Info::soWebTicketParseSoapError(UtilRapidxmlParserC*, S_SOAP_ERR_INFO*)]:[7949]  csFaultCode [] csReasonText [] csDetailErrorValue [] csInternalErrorCode [] csInternalErrorText []
0210085013|tickt|1|00|[StdRet soWebTicketO365Info::soWebTicketFetchADFSToken()]:[7189]  curlReturn [0] resCode[415] pResponse[ ] bRetVal[-1]
0210085013|tickt|0|00|soWebTicket: msg 7003 0 4b 44d4308
0210085013|tickt|1|00| FSM : Input      = (FSM_INPUT_EVENT_ERROR) (23)
0210085013|tickt|1|00| FSM : Old State  = (FSM_STATE_SIGNIN_O365_FEDERATED) (5)
0210085013|tickt|1|00| FSM : New State  = (FSM_STATE_IDLE) (0)
0210085013|tickt|1|00| FSM : Action     = (ACT_Error) (23)

In the above example Modern Authentication was enabled which is not yet supported on a RealPresence Trio

 

Contact Search:

 

  • Settings > Logging > Global Settings > Global Log Level Limit > Debug
  • Settings > Logging > Global Settings > Global Log Level Limit > Log File Size (Kbytes) > VVX = 160 or 1000 since UC Software 5.4.6 or on a Trio 1000
  • Settings > Logging > Module Log Level Limits > Web Ticket > Debug
  • Settings > Logging > Module Log Level Limits > Skype for Business ABS or LYNC ABS > Debug

We are searching for the name baier

 

0626161405|abs  |0|00|[CAbsDirectory::getContacts]
0626161405|abs  |1|00|[CAbsDirectory::getContacts] sending message to abs task
0626161405|abs  |1|00|[CAbsDirectory::processFetchTaskMsg] recieved message of type 1
0626161405|abs  |0|00|[CAbsDirectory::getContactsFromServer]
0626161405|abs  |1|00|[CAbsDirectory::getContactsFromServer] invoking so webticket api for fetching contacts for Baier search string
0626161405|cfg  |5|00|Prm|Parameter feature.lync.abs.enabled requested type 2 (SInt) but is of type 7 (Bool)
0626161405|tickt|0|00|soWebTicket: msg deadbeaf 0 0 2b68530
0626161405|tickt|1|00|soWebTicketABSMexDocGet: request URI is https://cssloweb.polycom.com:443/groupexpansion/service.svc/mex
0626161405|tickt|0|00|Ntlm Version Mode = 2:NTLMv2
0626161405|tickt|1|00|Provisioning:Cipher suite = ALL:!aNULL:!eNULL:!DSS:!SEED:!ECDSA:!IDEA:!MEDIUM:!LOW:!EXP:!ADH:!ECDH:!PSK:!MD5:!RC4:@STRENGTH
0626161406|tickt|1|00|soWebTicketABSMexDocGet: Got response 1 code 200
0626161406|tickt|0|00|Got response 1 code 200 data: 

<?xml version="1.0" encoding="utf-8"?><wsdl:definitions name="Service" targetNamespace="DistributionListExpander" xmlns:wsdl="http://schemas.xmlsoap.org/wsdl/" xmlns:wsx="http://schemas.xmlsoap.org/ws/2004/09/mex" xmlns:wsu="http://docs.oasis-open.org/wss/2004/01/oasis-200401-wss-wssecurity-utility-1.0.xsd" xmlns:wsa10="http://www.w3.org/2005/08/addressing" xmlns:wsp="http://schemas.xmlsoap.org/ws/2004/09/policy" xmlns:wsap="http://schemas.xmlsoap.org/ws/2004/08/addressing/p
0626161406|tickt|3|00|soWebTicketLISMexDocGet: WebTicketMexAddress is https://cssloweb.polycom.com/WebTicket/WebTicketService.svc
0626161406|tickt|1|00|soWebTicketABSMexDocGet: request URI is https://cssloweb.polycom.com:443/groupexpansion/service.svc/mex
0626161406|tickt|0|00|Ntlm Version Mode = 2:NTLMv2
0626161406|tickt|1|00|Provisioning:Cipher suite = ALL:!aNULL:!eNULL:!DSS:!SEED:!ECDSA:!IDEA:!MEDIUM:!LOW:!EXP:!ADH:!ECDH:!PSK:!MD5:!RC4:@STRENGTH
0626161406|tickt|1|00|soWebTicketABSMexDocGet: Got response 1 code 200
0626161406|tickt|0|00|Got response 1 code 200 data: 

<?xml version="1.0" encoding="utf-8"?><wsdl:definitions name="Service" targetNamespace="DistributionListExpander" xmlns:wsdl="http://schemas.xmlsoap.org/wsdl/" xmlns:wsx="http://schemas.xmlsoap.org/ws/2004/09/mex" xmlns:wsu="http://docs.oasis-open.org/wss/2004/01/oasis-200401-wss-wssecurity-utility-1.0.xsd" xmlns:wsa10="http://www.w3.org/2005/08/addressing" xmlns:wsp="http://schemas.xmlsoap.org/ws/2004/09/policy" xmlns:wsap="http://schemas.xmlsoap.org/ws/2004/08/addressing/p
0626161406|tickt|3|00|soWebTicketLISMexDocGet: WebTicketMexAddress is //cssloweb.polycom.com/groupexpansion/service.svc/WebTicket_Bearer
0626161406|tickt|1|00|soWebticketGetAllUserInfo: hack prepended https: to the web ticket PIN service URL
0626161406|tickt|1|00|soWebTicketABSCertURIGet: request URI is https://cssloweb.polycom.com/WebTicket/WebTicketService.svc/mex
0626161406|tickt|0|00|Ntlm Version Mode = 2:NTLMv2
0626161406|tickt|1|00|Provisioning:Cipher suite = ALL:!aNULL:!eNULL:!DSS:!SEED:!ECDSA:!IDEA:!MEDIUM:!LOW:!EXP:!ADH:!ECDH:!PSK:!MD5:!RC4:@STRENGTH
0626161406|tickt|1|00|soWebTicketABSCertURIGet: Got response 1 code 200
0626161406|tickt|0|00|Got response 1 code 200 data: 

<?xml version="1.0" encoding="utf-8"?><wsdl:definitions name="WebTicketService" targetNamespace="http://tempuri.org/" xmlns:wsdl="http://schemas.xmlsoap.org/wsdl/" xmlns:wsx="http://schemas.xmlsoap.org/ws/2004/09/mex" xmlns:wsu="http://docs.oasis-open.org/wss/2004/01/oasis-200401-wss-wssecurity-utility-1.0.xsd" xmlns:wsa10="http://www.w3.org/2005/08/addressing" xmlns:wsp="http://schemas.xmlsoap.org/ws/2004/09/policy" xmlns:wsap="http://schemas.xmlsoap.org/ws/2004/08/addressi
0626161406|tickt|3|00|soWebTicketABSCertURIGet: WebTicketMexAddress is //cssloweb.polycom.com/WebTicket/WebTicketService.svc/cert
0626161406|tickt|1|00|soWebticketGetAllUserInfo: hack prepended https: to the web ticket PIN service URL
0626161406|tickt|0|00|soWebTicket: msg deadbeaf 0 0 2a785c8
0626161406|tickt|1|00|soWebTicketAuthHeaderAddWithClientCert: Added digest(#timestamp) len 89 val unTGSy/hLL6o5lX2+4tMqOPmuT4=
0626161406|tickt|1|00|soWebTicketAuthHeaderAddWithClientCert: Added digest(#to) len 89 val uVOuPd6Pa7PniHnWsFDxJ7kpiP4=
0626161406|tickt|0|00|soWebTicketTicketGetWithclientCert: Request is:
<soap:Envelope xmlns:soap="http://schemas.xmlsoap.org/soap/envelope/">
<soap:Header><wsa:To xmlns:wsa="http://www.w3.org/2005/08/addressing" xmlns:wsu="http://docs.oasis-open.org/wss/2004/01/oasis-200401-wss-wssecurity-utility-1.0.xsd" wsu:Id="to">https://cssloweb.polycom.com/WebTicket/WebTicketService.svc/cert</wsa:To><wsa:ReplyTo xmlns:wsa="http://www.w3.org/2005/08/addressing"><wsa:Address>http://www.w3.org/2005/08/addressing/anonymous</wsa:Address></wsa:
0626161406|tickt|1|00|Provisioning:Cipher suite = ALL:!aNULL:!eNULL:!DSS:!SEED:!ECDSA:!IDEA:!MEDIUM:!LOW:!EXP:!ADH:!ECDH:!PSK:!MD5:!RC4:@STRENGTH
0626161406|tickt|2|00|soWebTicketTicketGetWithclientCert 1-200 result
0626161406|tickt|0|00|soWebTicketTicketGetWithclientCert: Response is:
<s:Envelope xmlns:s="http://schemas.xmlsoap.org/soap/envelope/" xmlns:a="http://www.w3.org/2005/08/addressing" xmlns:u="http://docs.oasis-open.org/wss/2004/01/oasis-200401-wss-wssecurity-utility-1.0.xsd"><s:Header><a:Action s:mustUnderstand="1">http://docs.oasis-open.org/ws-sx/ws-trust/200512/RSTRC/IssueFinal</a:Action><o:Security s:mustUnderstand="1" xmlns:o="http://docs.oasis-open.org/wss/2004/01/oasis-200401-wss-wssecurity-secext-1.0.xsd"><u:Timestamp u:I
0626161406|tickt|3|00|soWebTicketTicketGetWithclientCert: AssertionID is SamlSecurityToken-e8dadc35-7a7e-4603-bb8f-dc796707352b
0626161406|tickt|0|00|utilPSha1: params 45fdca9c 32 45fdcabc 32 12bf09c 32 2c49ab0 52
0626161406|tickt|0|00|utilPSha1: wrote 20 bytes, 12 remaining.
0626161406|tickt|0|00|utilPSha1: wrote 20 bytes, -8 remaining.
0626161406|tickt|0|00|Lync ABS Request:<?xml version="1.0" encoding="utf-8"?>
<soap:Envelope xmlns:soap="http://schemas.xmlsoap.org/soap/envelope/" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
<soap:Header><wsa:To xmlns:wsa="http://www.w3.org/2005/08/addressing" xmlns:wsu="http://docs.oasis-open.org/wss/2004/01/oasis-200401-wss-wssecurity-utility-1.0.xsd" wsu:Id="to">https://cssloweb.polycom.com/groupexpansion/service.svc/WebTicket_Bearer</wsa:To><wsa:ReplyTo xmlns:wsa="http://www.w3.org/2005/08/addressing"><wsa:Add
0626161406|tickt|1|00|Provisioning:Cipher suite = ALL:!aNULL:!eNULL:!DSS:!SEED:!ECDSA:!IDEA:!MEDIUM:!LOW:!EXP:!ADH:!ECDH:!PSK:!MD5:!RC4:@STRENGTH
0626161407|tickt|0|00|Lync ABS Response:[<s:Envelope xmlns:s="http://schemas.xmlsoap.org/soap/envelope/" xmlns:a="http://www.w3.org/2005/08/addressing"><s:Header><a:Action s:mustUnderstand="1">DistributionListExpander/IAddressBook/QueryAbContactsResponse</a:Action></s:Header><s:Body xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"><QueryAbContactsResponse xmlns="DistributionListExpander"><QueryAbContactsResult><ResponseState>Success</ResponseState><ResultInfo/><AbContacts><AbCon
0626161407|abs  |0|00|[CAbsDirectory::parseContacts]
0626161407|abs  |0|00|[CAbsDirectory::updateContacts]
0626161407|cfg  |5|00|Prm|Parameter feature.lync.abs.maxResult requested type 2 (SInt) but is of type 0 (UInt)
0626161407|abs  |1|00|[CAbsDirectory::updateContacts] AttributeName=proxyaddresses, AttributeValues=smtp:
0626161407|abs  |1|00|[CAbsDirectory::updateContacts] AttributeName=description, AttributeValues=
0626161407|abs  |1|00|[CAbsDirectory::updateContacts] AttributeName=department, AttributeValues=
0626161407|abs  |1|00|[CAbsDirectory::updateContacts] AttributeName=mail, AttributeValues=steffen.baier
0626161407|abs  |1|00|[CAbsDirectory::updateContacts] AttributeName=msrtcsip-primaryuseraddress, AttributeValues=sip:Steffen.Baier
0626161407|abs  |1|00|[CAbsDirectory::updateContacts] AttributeName=physicaldeliveryofficename, AttributeValues=Slough, England
0626161407|abs  |1|00|[CAbsDirectory::updateContacts] AttributeName=company, AttributeValues=Polycom EMEA
0626161407|abs  |1|00|[CAbsDirectory::updateContacts] AttributeName=mailnickname, AttributeValues=sbaier
0626161407|abs  |1|00|[CAbsDirectory::updateContacts] AttributeName=title, AttributeValues=Senior 
0626161407|abs  |1|00|[CAbsDirectory::updateContacts] AttributeName=displayname, AttributeValues=Baier, Steffen
0626161407|abs  |1|00|[CAbsDirectory::updateContacts] AttributeName=sn, AttributeValues=Baier
0626161407|abs  |1|00|[CAbsDirectory::updateContacts] AttributeName=givenname, AttributeValues=Steffen
0626161407|abs  |1|00|[CAbsDirectory::updateContacts] AttributeName=proxyaddresses, AttributeValues=smtp:
0626161407|abs  |1|00|[CAbsDirectory::updateContacts] AttributeName=description, AttributeValues=
0626161407|abs  |1|00|[CAbsDirectory::updateContacts] AttributeName=department, AttributeValues=
0626161407|abs  |1|00|[CAbsDirectory::updateContacts] AttributeName=mail, AttributeValues=steffen.baier 
0626161407|abs  |1|00|[CAbsDirectory::updateContacts] AttributeName=msrtcsip-primaryuseraddress, AttributeValues=sip:Steffen.Baier 
0626161407|abs  |1|00|[CAbsDirectory::updateContacts] AttributeName=physicaldeliveryofficename, AttributeValues=Slough, England
0626161407|abs  |1|00|[CAbsDirectory::updateContacts] AttributeName=company, AttributeValues=Polycom EMEA
0626161407|abs  |1|00|[CAbsDirectory::updateContacts] AttributeName=mailnickname, AttributeValues=sbaier
0626161407|abs  |1|00|[CAbsDirectory::updateContacts] AttributeName=title, AttributeValues=
0626161407|abs  |1|00|[CAbsDirectory::updateContacts] AttributeName=displayname, AttributeValues=Baier, Steffen
0626161407|abs  |1|00|[CAbsDirectory::updateContacts] AttributeName=sn, AttributeValues=Baier
0626161407|abs  |1|00|[CAbsDirectory::updateContacts] AttributeName=givenname, AttributeValues=Steffen
0626161407|abs  |3|00|[CAbsDirectory::updateContacts] duplicate contact recieved from server 
0626161407|abs  |1|00|[CAbsDirectory::processFetchTaskMsg] waiting for message

 

Favorite Status Update or Change:

 

  • Settings > Logging > Global Settings > Global Log Level Limit > Debug
  • Settings > Logging > Global Settings > Global Log Level Limit > Log File Size (Kbytes) > VVX = 180 or 1000 since UC Software 5.4.6 or on a Trio 1000
  • Settings > Logging > Module Log Level Limits > Application 1 > Event 2
  • Settings > Logging > Module Log Level Limits > SIP > Debug

 

0908094122|sip  |0|00|    NOTIFY sip:steffen.baier@176.26.207.10:57056;transport=tls;ms-received-cid=6700;grid SIP/2.0
0908094122|sip  |0|00|    ms-user-logon-data: RemoteUser
0908094122|sip  |0|00|    Via: SIP/2.0/TLS 140.242.213.5:443;branch=z9hG4bK8CD5E4B2.D975D6AC11DC89AD;branched=FALSE;ms-internal-info="diNqT3OX_5WGBCuyTohrVYEeB_5rUBKYOvzH2s4ktCgsus1nXZifEiUQAA"
0908094122|sip  |0|00|    Max-Forwards: 69
0908094122|sip  |0|00|    Via: SIP/2.0/TLS 10.252.79.31:57246;branch=z9hG4bKFA0BC867.9A9907A4FB1649AF;branched=FALSE;ms-received-port=57246;ms-received-cid=700
0908094122|sip  |0|00|    Authentication-Info: TLS-DSK qop="auth", opaque="710AF36B", srand="03D7BAB6", snum="117", rspauth="9d39a1d575ed52d893de3c0ce33ff1650d72eebc", targetname="SLOWPSFBFE02P.polycom.com", realm="SIP Communications Service", version=4
0908094122|sip  |0|00|    To: <sip:steffen.baier@polycom.com>;tag=759DFB6D-6C440958;epid=64167f0306e6
0908094122|sip  |0|00|    Content-Length: 797
0908094122|sip  |0|00|    From: <sip:steffen.baier@polycom.com>;tag=74440080
0908094122|sip  |0|00|    Call-ID: 519ee07adb0c276330503e1da00306e6
0908094122|sip  |0|00|    CSeq: 751 NOTIFY
0908094122|sip  |0|00|    Require: eventlist
0908094122|sip  |0|00|    Content-Type: application/msrtc-event-categories+xml
0908094122|sip  |0|00|    Event: presence
0908094122|sip  |0|00|    subscription-state: active;expires=5561
0908094122|sip  |0|00|    Supported: ms-dialog-route-set-update
0908094122|sip  |0|00|
0908094122|sip  |0|00|    <categories xmlns="http://schemas.microsoft.com/2006/09/sip/categories" uri="sip:Test.User@polycom.com"><category xmlns="http://schemas.microsoft.com/2006/09/sip/categories" name="state" instance="1" publishTime="2017-09-08T08:41:19.570">
0908094122|sip  |0|00|    <state xsi:type="aggregateState" lastActive="2017-09-08T08:41:19" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns="http://schemas.microsoft.com/2006/09/sip/state"><availability>15500</availability><delimiter xmlns="http://schemas.microsoft.com/2006/09/sip/commontypes" /><timeZoneBias>-60</timeZoneBias><timeZoneName>GMT Daylight Time</timeZoneName><timeZoneAbbreviation>GMT Daylight Time</timeZoneAbbreviation><device>computer</device><end xmlns="http://schemas.microsoft.com/2006/09/sip/commont
0908094122|sip  |0|00|    ypes" /></state>
0908094122|sip  |0|00|    </category>
0908094122|sip  |0|00|    </categories>
...
0908094122|app1 |2|00|AppPhoneC::OnEvContactPresenceUpdate - szNumber: Test.User@polycom.com, szDisplayName: , status: 3, ActivityToken: , CustomMessage: , HomNumb: ,  MobNumb: ,  WorkNumb  : , OtherTel:  voiceMail: bcontactcardupdate = 0 bOOOUpdate:0 bOOOStatus:0 isMostActive=0

 

Status App1 SIP Availability S4B Status
0 3500 Available
1 6500 Busy
2 12500 Be right back
3 15500 Away or Off Work
4    
5    
6    
7 9500 Do not Disturb
8    

 

Authentication issue due unable to fall back to NTLM:

 

0829153849|sip  |0|00|<<< Data received TLS
0829153849|sip  |0|00|    SIP/2.0 401 Unauthorized
0829153849|sip  |0|00|    ms-user-logon-data: RemoteUser
0829153849|sip  |0|00|    Date: Tue, 29 Aug 2017 21:38:50 GMT
0829153849|sip  |0|00|    WWW-Authenticate: TLS-DSK realm="SIP Communications Service", targetname="xxx.xxx.lync.com", version=4, sts-uri="https://xxx.com:443/CertProv/CertProvisioningService.svc"
0829153849|sip  |0|00|    From: "sfbline" <sip:sfbline@testaccount.com>;tag=34B8135F-6CA3A8DB;epid=0004f2fcd2b9
0829153849|sip  |0|00|    To: <sip:sfbline@testaccount.com>;tag=7B564ACDBBADF261E619089C93E08B81
0829153849|sip  |0|00|    Call-ID: 123456-42906b51-1d255d1a@xxx.xxx.xxx.xxx
0829153849|sip  |0|00|    CSeq: 1 REGISTER
0829153849|sip  |0|00|    Via: SIP/2.0/TLS 10.232.161.46:54716;branch=z9hG4bKe09f717354994A10;received=xx.xxx.x.xxx;ms-received-port=32031;ms-received-cid=F8E4A500
0829153849|sip  |0|00|    ms-telemetry-id: 36E8E4C6-CF00-50B8-A145-CAEB67D92A0B
0829153849|sip  |0|00|    Server: RTC/7.0
0829153849|sip  |0|00|    Content-Length: 0

We only receive TLS-DSK in the 401 Unauthorized

 

0829153849|tickt|2|00|soWebTicketUserCertInfo: Index 0 was not valid
0829153849|sip  |3|00|m_nTLSDSKState = TLSDSK_INIT soWebTicketUserCertGet() rc:-1 
0829153849|sip  |3|00|Cert validityDuration is 0 
0829153849|sip  |3|00|Cert Valid Until 0
0829153849|sip  |2|00|CStkTlsDsk:ParseMsgHdr Cert Valid=0,Credential Type=2
0829153849|sip  |2|00|CStkTlsDsk:ParseMsgHdr Invalid Certificate..Forcing a re-sgin
0829153849|sip  |0|00|m_nTLSDSKState = TLSDSK_INIT  bAutoKickStartTLSDSK:1. rc -1 expires 0
0829153849|sip  |3|00|TLS-

In this case we cannot attempt to failover to NTLM registrations because TLS-DSK was the only authentication mechanism in the offer.

 

Tools:

 

You can use Microsoft's own Remote Connectivity Analyzer => here <=

 

The above can be utilized to Troubleshoot Office 365 issues.

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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