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Polycom VVX411 - lync 2013, immediately hangs up

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Occasional Visitor

Polycom VVX411 - lync 2013, immediately hangs up

Hello

We have two polycom vvx411 phones one worked right out of the box, we bought another one and, although it does connect to the lync2013 server, we cant make and receive calls.

Working phone firms: 5.4.1 rev F
UC: 5.4.1.17954

UV: 5.6.1.23318

Not working phone:

I've tried updating it to the newest firmware - nothing, i have tried other firmwares that work with lync - nothing.

Right now we are standing at 5.4.1 rev I

I changed settings in lync server to support encryption(globaly) and now it can make and recieve external calls.

However internal calls, still, the same problem, hangs up right after dial.

with this error:

0723183600|sip  |3|00|UA Client INVITE INVITE trans state 'proceeding'->'completed' by 488 resp 65 timeout(0x40e48828)
0723183600|sip  |3|00|CStkCall::parseDiagnostics Call(0xfc6758), FailureReason = 52017;reason="Encryption levels dont match"
0723183600|sip  |3|00|CStkCall::NewCallState 'RingBack'->'Idle' (0xfc6758) m_hUI(0x10e7af0),Control Channel(0)

I didnt find 5.4.1 rev F on the website.

I tried using exactly the same configurations as the working phone has and it didnt help.

Please, help me.

Thank you!

Message 1 of 4
3 REPLIES 3
Polycom Employee & Community Manager

Re: Polycom VVX411 - lync 2013, immediately hangs up

Are these brand new or used phones ? What are the serials ?

Most likely you purchased a Russian SKU and need to change the encryption from required to supported.

Replied via a mobile device
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Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 2 of 4
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Occasional Visitor

Re: Polycom VVX411 - lync 2013, immediately hangs up

They are brand new phones

I did change the encryption to supported

serial of the phone that doesn't work: 64167F0E5AC9

Message 3 of 4
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Polycom Employee & Community Manager

Re: Polycom VVX411 - lync 2013, immediately hangs up

Hello @Darkhan,

the unit you purchased is for the Russian Market aka it does not support encryption:

 

2200-48450-114 VVX 411 12-line Desktop Phone Gigabit Ethernet with HD Voice. POE. Ships without power supply and factory disabled media encryption.

 

The Skype for Business or LYNC server needs to be set to "SupportEncryption" but not enforce it.


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

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Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 4 of 4