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HP Recommended

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
8 REPLIES 8
HP Recommended

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

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
HP Recommended

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!

HP Recommended

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

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
HP Recommended

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

HP Recommended

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

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
HP Recommended

If you need support I am a reseller and can help. My number is 908. 845. 4234. Ask for Alex. or email alex.allias @ gha-associates. com

HP Recommended

No, I still do not have a resolution for the issue.

 

I have narrowed it down to a configuration issue with my desktop machine.  From a virtual machine on the desktop I Can pair with the phone without an issue, but from the Windows installation of the physical desktop I can not.

 

I have tried:

- turning off IPv6

- uninstalling all versions of OpenSSH and the ssh client I can find on the machine.

- Installed Putty and made sure it was not availalble in the path 

- ensured ssh, putty, plink programs were not in the path

 

I can open a web browser to the phone, but in the BToE logins I still get the message:

 

PBC ERR: (checkSSH_get_pc_ip_address: 219) No Routable entry found to VVX. Reconfiguring the SSH

 

 

 

 

HP Recommended

Hello @Chris Keslar ,

 

Welcome back to the Poly Community.


The next step is to open a ticket.

 

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

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

If this is some sort of an Internet discounter providing your MAC address or your Poly devices serial will enable us to look up who would be able to support you. This may not be who you purchased the Poly device from.

If the unit is no longer within the 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

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.