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Polycom VVX Phones getting "Failed to Discover Exchange Server" error

Occasional Visitor

Polycom VVX Phones getting "Failed to Discover Exchange Server" error

We have a couple of users who complain about getting the Warning icon in their VVX phones. They can clear the error from the Settings=>Status=>Diagnostics=>Warnings menu but it keeps popping up every few days. The issue can be replicated by logging out of the phone and logging back through BTOE.

 

The VVX 410 is on: 5.4.5.6770 (Also tried 5.5.2.8571). It also seems it is happening on 5.5.2.8571 at a lesser usually every couple of days.

 

My understanding is that the VVX is attempting to EWS Autodiscover exchange using the following methods:

 

  1. http://<smtpdomain>/autodiscover/autodiscover.xml
  2. https://<smtpdomain>/autodiscover/autodiscover.xml
  3. http://autodiscover.<smtpdomain>/autodiscover/autodiscover.xml
  4. https://autodiscover.<smtpdomain>/autodiscover/autodiscover.xml
  5. SRV record – _autodiscover._tcp.<smtpdomain>
6 REPLIES 6
Polycom Employee & Community Manager

Re: Polycom VVX Phones getting "Failed to Discover Exchange Server" error

Hello Antiriad,

welcome to the Polycom Community.

None of your software versions tried are any currently supported versions.

 

At present UC Software 5.6.0 is the latest officially supported version. As we always support the -1 UC Software 5.5.3 is also supported.

 

From your working log:

 

1107103902|ec   |4|00|'autodisc' Service CSoapTransaction network error = Connection refused (1)

From you non working log:

 

1107101154|ec   |4|00|'autodisc' Service CSoapTransaction network error = Connection refused (1)

or

 

1107101226|ec   |4|00|'autodisc' Service CSoapTransaction network error = Operation canceled (5)

or

 

1107102047|app1 |4|00|[AppExchangeUiC::populateAutoDiscoverUrl] Internal & External EWS url's are empty

or

 

1107102715|ec   |4|00|'autodisc' Service CSoapTransaction network error = Error downloading https://COMPANYDOMAIN.com/autodiscover/autodiscover.xml - server replied: Not Found (203)

I suggest you check your network out and get this looked at.

 

You can, if the phone is still in warranty, open a Ticket so Polycom support can try and help.


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 usually 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.

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 Visitor

Re: Polycom VVX Phones getting "Failed to Discover Exchange Server" error

Thanks for the quick response.

 

I also tried with the 5.6.0.17325

 

The Warning message appears when a user logs into the phone using BTOE.

 

The EWS Autodiscover method using "https://COMPANYDOMAIN.com/autodiscover/autodiscover.xml" gives a 203 - Not found error

 

but the "https://autodiscover.COMPANYDOMAIN.com:443/autodiscover/autodiscover.xml'" method works

 


1107122419|ec |3|00|[EWS AutoDiscover]Querying DNS SRV records for [_autodiscover._tcp.COMPANYDOMAIN.com]
1107122420|ec |3|00|[EWS AutoDiscover]Got DNS SRV record autodiscover.COMPANYDOMAIN.com:443
1107122420|ec |3|00|[EWS AutoDiscover]Querying with URL 'https://autodiscover.COMPANYDOMAIN.com:443/autodiscover/autodiscover.xml' and method 'POST'
1107122420|ec |2|00|Fetching 'autodisc' service data using operation 'AutoDiscover' and token type '-1', length '0'
1107122420|ec |1|00|Transaction created for service 'autodisc' and operation 'AutoDiscover'.
1107122420|ec |1|00|[CEwsTransactionMgr::handleTransaction] Acquiring semaphore

 

What is causing the "Failed to Discover Exchange Server" to appear again since the second method works? Wasn't there a know issue with an earlier firmware and users getting "Failed to Discover Exchange Server" errors. Unfortuently the error message doesn't clear unless the users does this from the phone.

 

Is there a way we can clear the warning message remotely for users who are complaining instead of doing this on the phone itself?

 

Thanks

 

Antiriad

 

 

Polycom Employee & Community Manager

Re: Polycom VVX Phones getting "Failed to Discover Exchange Server" error

Hello Antiriad,

Thanks for providing the additional detail that this only happens when you are using BToE.

 

What version of BToE are you using and is there a difference in the credentials when signing into Skype using BToE or directly on the phone ?

 

You cannot remotely force the message to disappear but you can suppress the message via a provisioning server:

 

Jul 11, 2014 Question: What is the warning indication / triangle that shows on the phone since UCS 5.1.1?

Resolution: Please check => here <=

 

This does not solve your actually problem so I suggest to contact support.


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 usually 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.

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 Visitor

Re: Polycom VVX Phones getting "Failed to Discover Exchange Server" error

I have used both BTOE 3.2.0 and 3.6.0. The credentials are the same as the Skype Client on the PC. The error message appears within one minute after the user logs in. This will only dissapear if the user clears the Warning but it could come back a few days later.

 

Also what is the config parameter setting for disabling the Warning Icon? Does it disable the Warning Icon?

 

Thanks again

 

Antiriad

Message 5 of 7
Polycom Employee & Community Manager

Re: Polycom VVX Phones getting "Failed to Discover Exchange Server" error

Hello Antiriad,

please check my reply and the linked FAQ post.

 

If you would like to get the root cause for the issue and not simply suppress the warning please follow this up with your Polycom reseller as already explained.

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 Visitor

Re: Polycom VVX Phones getting "Failed to Discover Exchange Server" error

Thanks. We will be opening a ticket with our service contract provider (ScanSource). Also I did some further tests from a VVX phone on a Different office and that phone doesn't even attempt to do the EWS Autodiscover. It somehow detects the Exchange URL.  How does this custom Proxy relate to the VVX? Where does it get it from? 

 

1109092501|ec   |4|00|Custom Proxy 
1109092501|ec   |4|00|Exchange URL available in configure 'https://outlook.office365.com/EWS/Exchange.asmx'
1109092501|ec   |1|00|Ignoring configuration change request for 'autodisc' service

 

The EWS Now Shows as Deployed and the VVX GUI 

 

EWS Information: EWS deployed

Emai:l USERID@DOMAIN.COM

Configured Exchange URL  

EWS Internal URL https://outlook.office365.com/EWS/Exchange.asmx

EWS External URL https://outlook.office365.com/EWS/Exchange.asmx

Exchange Calendar: Not Available

Exchange Call logs: Synchronized

Exchange Voicemail: Synchronized

Exchange Outlook Contacts: Available

Server Missed Call Status: Enabled