Re: Polycom soundstation IP 5000 Lync Sign in fail...

Zemits · ‎04-15-2018

Hei polycom comunity!

I have experienced that two of our soundstations IP 5000 just suddenly loged out of Lync and I was not able to log in back. The message is Lync sign in failed. Internall error. Tried to downgrade/ upgrade software - nothing changed. Also sent one phone to warranty - they just downgraded the software and could not help more. I am able to log in with the same ID on deferent Polycom phones, but on IP 5000 - impossible.

Phone info:

Phone Information Phone Model SoundStation IP 5000

Part Number 3111-30900-001 Rev:H

MAC Address 64:16:7F:12:71:D1

IP Address 139.107.140.56

UC Software Version 4.1.1.0260

BootROM Software Version 5.1.0.85063

Please help.

Here are the logs:

0416001047|app1 |*|03|Manual Reboot
0416001048|so |*|03|SoNcasC::procMsg: Client service shutdown complete
0416001048|wdog |*|03|Watchdog Expired: tSupObjs
000008.550|log |*|03|---------- Initial log entry ----------
000008.552|so |*|03|Platform: Model=SoundStation IP 5000, Assembly=3111-30900-001 Rev=H Region=0
000008.552|so |*|03|Platform: Interface eth0 MAC=64167f1271d1
000008.552|so |*|03|Platform: BootBlock=3.0.4.0001 (30900-001) 11-Jul-12 08:54
000008.552|so |*|03|Platform: Updater=5.1.0.85063 21-Apr-14 14:58
000008.552|so |*|03|Application, main: Label=SIP, Version=PrairieDog 4.1.1.0260 30-May-14 14:47
000008.552|so |*|03|Application, main: P/N=3150-11530-411
000008.552|rdisk|*|03|RAM disk created, size: 4,194,304 bytes
000008.554|ocsp |*|03|O.C.S.P. Enabled = 0
000008.556|tls |*|03|Initial log entry. Current logging level 4
000008.620|pmt |*|03|Initial log entry. Current logging level 4
000008.622|wdog |*|03|Initial log entry. Current logging level 4
000008.624|ethf |*|03|Initial log entry. Current logging level 4
000008.624|hw |*|03|Initial log entry. Current logging level 4
000008.624|ares |*|03|Initial log entry. Current logging level 4
000008.624|dns |*|03|Initial log entry. Current logging level 4
000008.624|cfg |*|03|Initial log entry. Current logging level 4
000008.624|cfg |*|03|Prm|cfgParamBaseProfileUpdate: Using Base Profile Lync
000008.634|dot1x|*|03|Initial log entry. Current logging level 4
000009.706|lic |*|03|Initial log entry. Current logging level 4
000009.706|lic |4|03|cfgCfsFlashKeyScratchLoad: key is blank
000009.922|curl |*|03|Initial log entry. Current logging level 4
000009.922|utilm|*|03|Initial log entry. Current logging level 4
000009.922|copy |*|03|Initial log entry. Current logging level 4
000009.922|rtos |*|03|Initial log entry. Current logging level 4
000009.922|sec |*|03|Initial log entry. Current logging level 4
000009.926|so |*|03|Configuration files:
000009.932|log |*|03|Log render level set to 1
000010.124|srtp |*|03|Initial log entry. Current logging level 4
000010.126|res |*|03|Initial log entry. Current logging level 4
000010.128|httpa|*|03|Initial log entry. Current logging level 4
000010.128|lldp |*|03|Initial log entry. Current logging level 4
000010.128|cdp |*|03|Initial log entry. Current logging level 4
000010.130|sys |*|03|Initial log entry. Current logging level 4
000010.132|tickt|*|03|Initial log entry. Current logging level 4
000010.602|utilm|4|03|uBLFUnCompressed: File /ffs0/Config/Local/WebTicket/0/sip.usr doesn't exist or is empty
000010.682|tickt|4|03|soWebTicketCertMove: Could not copy key to new slot
000010.690|tickt|4|03|soWebTicketCertMove: Could not copy cert to new slot
000010.696|tickt|4|03|soWebTicketCertMove: Could not copy SIP user to new slot
000010.702|tickt|4|03|soWebTicketCertMove: Could not copy SIP uuid to new slot
000010.710|tickt|4|03|soWebTicketCertMove: Could not copy server to new slot
000010.734|loc |*|03|Initial log entry. Current logging level 4
000011.030|ssps |*|03|Initial log entry. Current logging level 4
000013.398|so |*|03|System Info Reports:
000013.398|so |*|03| CPU is TNETV1050/C55x, rev 2 running at 125.000MHz with memory at 125.000MHz.
000013.398|so |*|03| Board is identified as PolycomSoundStationIP-SSIP_5000.
000013.398|so |*|03| DRAM_LO: 0x94000000. DRAM_SIZE: 32 MB
000013.398|so |*|03| Clocks are VBUSP: 125.000MHz, VBUS: 81.250MHz, USB: 25.000MHz, LCD: 125.000MHz, DSP: 122.880MHz.
000013.398|so |*|03| NOR flash detected is 9
000013.398|key |*|03|Initial log entry. Current logging level 4
000013.402|httpd|*|03|Initial log entry. Current logging level 4
000013.402|poll |*|03|Initial log entry. Current logging level 4
000013.402|push |*|03|Initial log entry. Current logging level 4
000013.402|poll |*|03|Initial log entry. Current logging level 4
000013.402|poll |*|03|Initial log entry. Current logging level 4
000013.402|poll |*|03|Initial log entry. Current logging level 4
000013.402|poll |*|03|Initial log entry. Current logging level 4
000013.402|poll |*|03|Initial log entry. Current logging level 4
000013.402|ht |*|03|Initial log entry. Current logging level 4
000013.404|dbuf |*|03|Initial log entry. Current logging level 4
000013.406|ssps |*|03|Application, comp. 1: Label=PolyDSP Titan Mem1 FS12 (G.729), Version=6.1.3.0019 11-Jul-12 16:58
000013.406|ssps |*|03|Application, comp. 1: P/N=3150-11580-613.
000013.406|ice |*|03|Initial log entry. Current logging level 4
000013.408|afe |*|03|Initial log entry. Current logging level 6
000013.440|pps |*|03|Initial log entry. Current logging level 4
000013.440|sip |*|03|Initial log entry. Current logging level 4
000013.440|sipt |*|03|Initial log entry. Current logging level 4
000013.440|sipp |*|03|Initial log entry. Current logging level 4
000013.442|ptt |*|03|Initial log entry. Current logging level 4
000013.602|so |*|03|Using TCP IP Media Port, configured initial RTP port 2222
000013.604|cfg |5|03|Prm|Parameter dialplan.impossibleMatchHandling requested type 2 but is of type 0
000013.616|sshc |*|03|Initial log entry. Current logging level 4
000013.616|cfg |4|03|Dir|regAppCb set
000013.622|cmp |*|03|Initial log entry. Current logging level 4
000013.622|wmgr |*|03|Initial log entry. Current logging level 4
000013.642|slog |*|03|Initial log entry. Current logging level 3
000013.824|app1 |*|03|Initial log entry. Current logging level 4
000013.830|app1 |4|03|StatusBar is disabled
000013.832|app1 |4|03|mb.main.home parameter is empty
000013.840|mb |*|03|Initial log entry. Current logging level 4
000013.858|app1 |*|03|AppPhoneC::AppPhoneC() Number Of Line Keys = 1
000013.858|app1 |*|03|AppPhoneC::AppPhoneC() - new AppRegLineC, Default user
000014.658|ldap |*|03|Initial log entry. Current logging level 4
000014.658|ldap |4|03|cDynamicData::cDynamicData:cDynamicData:Failed
000015.042|efk |*|03|Initial log entry. Current logging level 4
000015.042|efk |4|03|EFK not enabled.
000015.042|efk |4|03|EFK param failed to initialize.
000015.042|efk |4|03|EFK feature is disabled.
000015.974|utilm|4|03|uBLFCompressed: File /ffs0/local/local-directory_xml.zzz does not exist or is empty
000020.856|cfg |*|03|RT| Phone IP address is 139.107.140.56.
000020.856|cfg |*|03|RT| Subnet mask is 255.255.255.0.
000020.858|cfg |*|03|RT| Gateway address is 139.107.140.1.
000020.858|cfg |*|03|RT| DNS server is 139.107.64.4.
000020.858|cfg |*|03|RT| DNS alternate server is 139.107.64.5.
000020.858|cfg |*|03|RT| DNS domain is corp.corpcommon.com.
000020.858|cfg |*|03|RT| Time server is 139.107.64.4.
000020.858|cfg |*|03|RT| Time server is 139.105.6.14.
000020.858|cfg |*|03|RT| GMT offset is 3600 seconds.
000020.858|dns |*|03|DNS resolver servers are '139.107.64.4' '139.107.64.5'
000020.858|dns |*|03|DNS resolver search domain is 'corp.corpcommon.com'
000020.860|cfg |*|03|RT|Primary IP changed to 139.107.140.56 subnet mask 255.255.255.0
000021.826|so |*|03|Network initialized. Starting network tasks.
000021.832|log |*|03|Install file upload callback for 'so'

000021.842|sip |*|03|Sip Register Usr:SSIP Dsp:SoundStation IP Auth:'Using Login Cred' Inx:0
000021.844|sip |*|03|Fast Boot Measurement Point: Ready for Call, uptime: 21.844 sec.
000021.844|app1 |4|03|[AppHybridC::procCfgParamChange] unexpected line index=(-1)
000021.846|app1 |4|03|Unexpected Event: State: AppStateMenu, Event: AppEvLclCfgWebServerInitialized
000021.910|cfg |*|03|Prov|Starting to update
0416001143|copy |*|03|Server '140.242.64.35' said '408/64167f1271d1-directory.xml' is not present
0416001143|utilm|4|03|uBLFCompressed: File /ffs0/local/local-directory_xml.zzz does not exist or is empty
0416001144|copy |*|03|Server '140.242.64.35' said '408/000000000000-directory.xml' is not present
0416001144|utilm|4|03|uBLFCompressed: File /ffs0/local/local-directory_xml.zzz does not exist or is empty
0416001144|copy |*|03|Server '140.242.64.35' said '408/64167f1271d1.cfg' is not present
0416001144|copy |*|03|Server '140.242.64.35' said '408/64167f1271d1-phone.cfg' is not present
0416001145|copy |*|03|Server '140.242.64.35' said '408/64167f1271d1-web.cfg' is not present
0416001146|copy |*|03|Server '140.242.64.35' said '408/000000000000-license.cfg' is not present
0416001146|copy |*|03|Server '140.242.64.35' said '408/64167f1271d1-license.cfg' is not present
0416001146|cfg |*|03|Prov|Finished updating configuration
0416001148|log |4|03|UtilLogC::uploadFifoLog: upload error. protocol 0 result = -1
0416001148|log |4|03|UtilLogC::uploadFifoLog: upload error. protocol 0 result = -1
0416001153|so |4|03|[soRegistrationC] Login Credentials valid causing SoRegEventLine Changed
0416001154|cfg |4|03|Prov|Unknown suboption received for DHCP option 43

0416001155|app1 |*|03|SoRegistrationEventLineChanged - success lineIndex 0 RegListSize 0
0416001155|app1 |*|03|SoRegistrationEventLast - new AppRegLineC, Default user
0416001155|app1 |4|03|[AppHybridC::procCfgParamChange] unexpected line index=(-1)
0416001155|sip |*|03|dhcpOption120LyncQuery
0416001155|utilm|4|03|uBLFUnCompressed: File /ffs0/Config/Local/WebTicket/0/certProvSvc.mex doesn't exist or is empty
0416001204|tickt|4|03|doXmlRequest curl rc not OK (35) respCode 0
0416001204|tickt|5|03|soWebticketGetAllUserInfo: soWebTicketServersGet Failed
0416001204|sip |*|03|Sip UnRegister Usr:SSIP Dsp:SoundStation IP Auth:'' Inx:0
0416001204|sip |*|03|SipUserRemove: user 0 being removed.
0416001204|sip |*|03|Sip Register Usr:SSIP Dsp:SoundStation IP Auth:'Using Login Cred' Inx:0
0416001204|sip |*|03|User removed

SteffenBaierUK · ‎04-16-2018

Hello @Zemits,

welcome to the Polycom Community.

A couple of questions:

Is this issue when using Extension & PIN or Single Sign On?
Any changes to the LYNC infrastructure?
What other Polycom devices do work?

I see the following issues in your logs:

0416001154|cfg |4|03|Prov|Unknown suboption received for DHCP option 43

and

0416001204|tickt|4|03|doXmlRequest curl rc not OK (35) respCode 0
0416001204|tickt|5|03|soWebticketGetAllUserInfo: soWebTicketServersGet Failed

The Skype for Business FAQ contains this:

Jan 17, 2017 Question:How can I troubleshoot simple Skype for Business, LYNC or Office365 issues?

Resolution: Have a look => here <=

The next step would be a ticket with our support team.

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.

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: 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

Zemits · ‎04-16-2018

Polycom cx3000 works just fine.

I am using an extension & pin autentification.

Like I said, I sent the device to warranty, but the were unable to help.

SteffenBaierUK · ‎04-16-2018

Hello @Zemits,

Thanks for clarifying a few items of the requested clarification but you have neither posted new logs with different logging levels or given us an indication if the person who you send the phones back is an official reseller.

This is either a configuration issue on the LYNC end aka something changed in your setup aka this is why these errors show up but without changed suggested logging (as shown in the FAQ) we are not getting any further.

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: 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

Polycom soundstation IP 5000 Lync Sign in failed

Polycom soundstation IP 5000 Lync Sign in failed

Re: Polycom soundstation IP 5000 Lync Sign in failed

Re: Polycom soundstation IP 5000 Lync Sign in failed

Re: Polycom soundstation IP 5000 Lync Sign in failed