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Polycom VVX600 does not pair with PC

Occasional Visitor

Polycom VVX600 does not pair with PC

Hi, My Phone does not pair with PC. 
Phone is Polycom VVX600. 
The phone works independently. SfB works from the PC, I can make calls using headset. However VVX does not appear in list of audio device in SfB on PC. 
I rebooted phone and restarted PC but it did not help. It happened when we have phone software version 5.6.0.17.325 and BtoE version 3.6.0. Then I tried to update phone software to 5.7.0 and BtoE to 3.7.0, but it didn't help. Also tried to disable ipv6, added Polycom BToE Connector is an allowed program. Nothing helped
PC OS: Windows 10 
Current software version: 5.7.0 
BtoE app version: 3.7.0 

Logs for 5.6.0: 

 

[02/09/18 : 09:07:40] PBC: SESSION SEQUENCE 1 
[02/09/18 : 09:07:40] PBC: Waiting for discovery thread to exit 
[02/09/18 : 09:07:40] PBC: Launching the discovery thread (PairMode: 1)... 
[02/09/18 : 09:07:40] PBC: discovery_server: 1016 Soft_device_state WAITING_FOR_CONNECTION 
[02/09/18 : 09:07:40] PBC: Waiting for IP-Phone Connection(on UDP)..... 
[02/09/18 : 09:07:41] PBC: Received packet from 192.168.193.26(len 12) 
[02/09/18 : 09:07:41] PBC: VVX MAC ID 05:06:00:DB:72:15 
[02/09/18 : 09:07:41] PBC: Received VVX Version from IPP is 5.6.0 
[02/09/18 : 09:07:41] PBC: Using newXmlFormat 
[02/09/18 : 09:07:41] PBC: Posting WM_DESTROY to all open Dlgs 
[02/09/18 : 09:07:41] PBC ERR: (create_ssh_tunnel: 101) Create process failed (193) 
[02/09/18 : 09:07:41] PBC ERR: (discovery_server:1226) Error creating SSH tunnel 
[02/09/18 : 09:07:41] PBC: discovery thread exit ..... 
[02/09/18 : 09:07:41] PBC: Terminating discovery thread 



Logs for 5.7.0: 

 

[02/12/18 : 13:18:40] PBC: SESSION SEQUENCE 3619 
[02/12/18 : 13:18:40] PBC: Waiting for discovery thread to exit
[02/12/18 : 13:18:40] PBC: Launching the discovery thread (PairMode: 1)...
[02/12/18 : 13:18:40] PBC: discovery_server: 1016 Soft_device_state WAITING_FOR_CONNECTION
[02/12/18 : 13:18:40] PBC: Waiting for IP-Phone Connection(on UDP).....
[02/12/18 : 13:18:43] PBC: Received packet from 192.168.193.26(len 12)
[02/12/18 : 13:18:43] PBC: VVX MAC ID 05:07:00:DB:72:15
[02/12/18 : 13:18:43] PBC: Received VVX Version from IPP is 5.7.0
[02/12/18 : 13:18:43] PBC: Using newXmlFormat
[02/12/18 : 13:18:43] PBC: Posting WM_DESTROY to all open Dlgs
[02/12/18 : 13:18:43] PBC ERR: (create_ssh_tunnel: 101) Create process failed (193)
[02/12/18 : 13:18:43] PBC ERR: (discovery_server:1226) Error creating SSH tunnel
[02/12/18 : 13:18:43] PBC: discovery thread exit .....
[02/12/18 : 13:18:43] PBC: Terminating discovery thread
Message 1 of 6
5 REPLIES
Highlighted
Polycom Employee & Community Manager

Re: Polycom VVX600 does not pair with PC

Hello @Andriy,

welcome to the Polycom Community.

 

Most likely a Firewall or Anti Virus issue


The community's Skype for Business FAQ contains these post here:

 

Jan 26, 2016 Question:Can I troubleshoot BToE or changes settings ?

Resolution: Please check => here <= for details

 

or

 

Jan 27, 2016 Question:Are there any firewall ports required to be open when using BToE ?

Resolution: Please check => here <= for details


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

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 2 of 6
Occasional Visitor

Re: Polycom VVX600 does not pair with PC

Hi,

I added required ports(from post BToE Firewall ports) to allow firewall rule, but it didn't help.

One more thing on the phone a message says: 

Device update available
Current Version 5.7.0.11768
Version on server: 5.6.17325
Inactivity timeout: 900 secs

 

 

After that timeout the phone was automatically downgraded to 5.6.

 

I'm appreciate any help to solve the issue!

Message 3 of 6
Polycom Employee & Community Manager

Re: Polycom VVX600 does not pair with PC

Hello @Andriy,

a couple of questions:

 

  • Is this an on Premise Skype deployment or O365 Skype for Business online?

    A software would be hosted on either platforms so please work with your Administrator and check :

    Feb 02, 2016 Question:How can I prevent a Polycom VVX Business Media Phone to be downgraded / upgraded automatically via Skype for Business and/or Office365?

    Resolution:For LYNC please download, unpack and import the attached lyncDeviceUpdateEnabledOFF.zip. For Skype for Business Online / O365 please set the EnableDeviceUpdate to false as explained => here <=

  • Did this ever work and what has changed ?

  • Are you using any AntiVirus or Firewall ?
    Are you allowing the PLink Application access?


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

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 4 of 6
Occasional Visitor

Re: Polycom VVX600 does not pair with PC

Hi,

  • Is this an on Premise Skype deployment or O365 Skype for Business online?

This is O365 Skype for Business online

 

  • Did this ever work and what has changed ?
    Yes, this worked(BToE 3.6, phone 5.6), but in about 20 days the phone didn't pair with PC.
  • Are you using any AntiVirus or Firewall ?
    Windows Defender, standard Windows Firewall
    Are you allowing the PLink Application access?
    Yes

Message 5 of 6
Polycom Employee & Community Manager

Re: Polycom VVX600 does not pair with PC

Hello @Andriy,

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.

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

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 6 of 6