Plantronics + Polycom. Now together as Poly Logo

Polycom SoundStation IP 5000 and Lync 2010

SOLVED
Occasional Advisor

Polycom SoundStation IP 5000 and Lync 2010

Hello all, I'll state the version first:

 

Phone Model SoundStation IP 5000
Part Number 3111-30900-001 Rev:H
UC Software Version 4.0.8.1972
BootROM Software Version 5.0.8.0935

 

Microsoft Lync 2010

 

I've been asked to set up this phone to talk to our Lync 2010 installation and having no experience with this I used the following to do it:  http://blog.schertz.name/2011/12/lync-integration-with-polycom-sip-phones/

 

I'm now at the stage where the phone is showing "Offline Logon credentials failed" and no matter what credentials I use it does not work. I have enabled the various logging settings for troubleshooting and have attached the log to this message.

 

I've also enabled logging on the Lync server and basically I'm getting "sip/2.0 401 unauthorized" when the phone tries to authenticate - its using AD credentials to authenticate but when it fails I do not see any authentication failures in the domain controller logs for the account.

 

Can anyone help? 

Message 1 of 7
6 REPLIES 6
Polycom Employee & Community Manager

Re: Polycom SoundStation IP 5000 and Lync 2010

Hello @Enfield303,

welcome to the Polycom Community.

The community's VoIP FAQ contains this post here:

Jun 30, 2015 Question:What is the difference using the UC Software 4.0.0 for compatible SoundPoint or SoundStation IP Phones?

Resolution: Please always check the release Notes or

Software Version  Call Server
4.0.X SIP Only
4.1.X LYNC Only

 

It also includes this:

 

Dec 6, 2011 Question: What Phone Models support the LYNC 2010, LYNC 2013, Microsoft Office365 and Skype for Business Online?

Resolution: Please check => here <=

 

Simply upgrade the unit to the supported software, factory reset it and add your credentials via the Phone UI.

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




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also 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".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly 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 maybe answered on weekends, bank holidays or personal holidays.
Message 2 of 7
Occasional Advisor

Re: Polycom SoundStation IP 5000 and Lync 2010

Thanks, I did check the 2011 FAQ and saw the following which made me think my current version (4.0.8) is supported:

 

  • SoundPoint IP 321, 331, 335, 450, 550, 560, 650, VVX 500, VVX1500, SoundStation Duo, SoundStation IP 5000 using UCS 4.0.4 or if compatible later

However if you're saying upgrading to a later version will fix it then I'll do that and report back.

Message 3 of 7
Polycom Employee & Community Manager

Re: Polycom SoundStation IP 5000 and Lync 2010

Hello @Enfield303,

not sure why this was still there as this required intensive configuration.


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




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also 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".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly 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 maybe answered on weekends, bank holidays or personal holidays.
Message 4 of 7
Occasional Advisor

Re: Polycom SoundStation IP 5000 and Lync 2010

Hello, as recommended I did upgrade the firmware, below is now the current version:

 

Phone Model SoundStation IP 5000
Part Number 3111-30900-001 Rev:H
MAC Address 64:16:7F:12:CC:1F
IP Address 10.166.89.63
UC Software Version 4.1.1.0731
BootROM Software Version 5.1.1.0132

 

However, although after a factory reset I can get the phone to work with Lync for a short while (5 - 10 minutes) eventually the phone seems to loose its credentials and no matter how amny time I re-enter the credentials I can't get it to work with Lync unless I do another factor reset and set everything up again. Below is the relevan portion of the log when I try to do a sign-in:

 

0712122457|so   |4|03|[soRegistrationC] Login Credentials valid causing SoRegEventLine Changed
0712122458|app1 |*|03|SoRegistrationEventLineChanged - success lineIndex 0 RegListSize 0
0712122458|app1 |*|03|SoRegistrationEventLast - new AppRegLineC, szUser = me@mydomain.com
0712122458|app1 |4|03|[AppHybridC::procCfgParamChange] unexpected line index=(-1)
0712122458|sip  |*|03|Sip UnRegister Usr:SSIP Dsp:SoundStation IP Auth:'' Inx:0
0712122458|sip  |*|03|SipUserRemove: user 0 being removed.
0712122458|sip  |*|03|Sip Register Usr:me@mydomain.com Dsp:me Auth:'Using Login Cred' Inx:0
0712122503|sip  |*|03|User removed
0712122504|sip  |5|03|m_nTLSDSKState = TLSDSK_INIT : pNtlmDomain or m_csAuthDomain is NULL
0712122504|sip  |5|03|Unsupported authentication
0712122504|sip  |4|03|CTcpSocket::Abandon connected socket. Send Message 0x94e32760
0712122504|cfg  |4|03|RT|SIP is settting Login Credentials to invalid
0712122504|so   |4|03|[soRegistrationC] Login Credentials invalid causing SoRegEventLine Deleted
0712122504|sip  |4|03|Registration failed User: me, Error Code:480 Temporarily not available
0712122504|sip  |4|03|CTcpSocket::TlsListenThread: SSL_get_error Error code=5
0712122504|sip  |4|03|TLS Listen Thread Exit
0712122505|app1 |*|03|SoRegistrationEventLineDeleted - new AppRegLineC, Default user
0712122506|app1 |4|03|[AppHybridC::procCfgParamChange] unexpected line index=(-1)
0712122506|sip  |*|03|Sip UnRegister Usr:me@mydomain.com Dsp:me Auth:'' Inx:0
0712122506|sip  |*|03|SipUserRemove: user 0 being removed.
0712122506|sip  |*|03|Sip Register Usr:SSIP Dsp:SoundStation IP Auth:'Using Login Cred' Inx:0
0712122510|sip  |*|03|User removed

Any help greatly appreciated

Message 5 of 7
Polycom Employee & Community Manager

Re: Polycom SoundStation IP 5000 and Lync 2010

Hello @Enfield303,

Not knowing your exact steps or how you provision / configure the next step would be a ticket.


In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you.

End Customers are unable to open a ticket directly with Polycom support.

If this is some sort of an Internet discounter please post either your phone's MAC address or your Polycom devices serial so I can look up who would be able to support you. This may not be who you purchased the Polycom device from.

If the unit is no longer within warranty please be prepared to Pay Per Incident / PPI. This is all outlined in detail 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




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also 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".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly 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 maybe answered on weekends, bank holidays or personal holidays.
Message 6 of 7
Occasional Advisor

Re: Polycom SoundStation IP 5000 and Lync 2010

We did try to get our Polycom reseller to log a call on our behalf but all they would do is send us a new phone once I sent the old one back.

 

I'm now trying to configure this new phone hence why I've created a new thread:  https://community.polycom.com/t5/Skype-for-Business/Chain-certificate-installation/td-p/101917

Message 7 of 7