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Unable to sign into Skype for Business

SOLVED
Occasional Visitor

Unable to sign into Skype for Business

Hi Polycom Community,

i have a Polycom 8800 Trio that has previously worked on an old firmware version (not sure what version it was). I received a call from office staff where it was located telling me that it no longer worked. i went to investigate and realised that somebody had performed a factory reset. i decided that it would be a good time to update the firmware as it was old. since the update i have not been able to get this to connect to skype business account.

 

Phone ModelTrio 8800
Part Number3111-65290-001 Rev:A
UC Software Version5.9.2.7553
MAC Address64:16:7F:1E:24:A5
Skype for Business Online

 

I am hoping you genius people can assist me with troubleshooting. I have tried on an open internet connection with no firewall and have now brought the device home to troubleshoot on my own internet connection. i have attached log & config backup for your perusal. Sorry i am a first time poster and hope i have provided all of the neccessary info, please let me know if i missed something.

 
1 ACCEPTED SOLUTION

Accepted Solutions
Highlighted
Polycom Employee & Community Manager

Re: Unable to sign into Skype for Business

Hello @DaveWilliamson ,

 

Welcome to the Poly Community.


I had a brief look at your configuration and I am unsure who changed the settings but it is a bit of a mess.

 

Please do the following:

 

  • Factory reset the unit as shown => here <=
    DO NOT TOUCH OR MAKE ANY CHANGES OTHER THAN:
  • Enable the Web Interface as shown => here <=
  • Enable the Skype for Business Base Profile as shown >here<
  • Sign in to Skype for Business as shown => here <=
  • Pair the Trio with the Visual+ via Settings => Advanced > <the password> > Networked Devices > Available Devices and then pair

If this still fails please work with WESTCON GROUP EUROPEAN OPERATIONS LIMITED who sold this Trio back in 21/03/2017.

 

n 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. Available End User Poly services offerings are detailed here

As 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: 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

View solution in original post

Message 2 of 5
4 REPLIES 4
Highlighted
Polycom Employee & Community Manager

Re: Unable to sign into Skype for Business

Hello @DaveWilliamson ,

 

Welcome to the Poly Community.


I had a brief look at your configuration and I am unsure who changed the settings but it is a bit of a mess.

 

Please do the following:

 

  • Factory reset the unit as shown => here <=
    DO NOT TOUCH OR MAKE ANY CHANGES OTHER THAN:
  • Enable the Web Interface as shown => here <=
  • Enable the Skype for Business Base Profile as shown >here<
  • Sign in to Skype for Business as shown => here <=
  • Pair the Trio with the Visual+ via Settings => Advanced > <the password> > Networked Devices > Available Devices and then pair

If this still fails please work with WESTCON GROUP EUROPEAN OPERATIONS LIMITED who sold this Trio back in 21/03/2017.

 

n 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. Available End User Poly services offerings are detailed here

As 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: 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

View solution in original post

Message 2 of 5
Highlighted
Occasional Visitor

Re: Unable to sign into Skype for Business

Thanks Steffen,

 

This worked perfectly, if i wanted to use Teams instead of Skype i guess i just switch profile to Teams ?

Message 3 of 5
Highlighted
Polycom Employee & Community Manager

Re: Unable to sign into Skype for Business

Hello @DaveWilliamson 

 

yes but that was not the original question. Please keep in mind when using Teams the Visual+ can no longer be paired and the phone becomes an Audio Device only.

 

Best Regards

 

Steffen Baier

----------------

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 5
Highlighted
Occasional Visitor

Re: Unable to sign into Skype for Business

Thank you very much for your assistance.

Message 5 of 5