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VVX PIN auth failing

VVX PIN auth failing

 Got a very odd one, when trying to login with a particular extension(s) / pin on a VVX410 or VVX600 is fails with the message below. The odd thing is the extension PIN works on a CX600 and a SNOM phone (same network, NTP, DHCP settings etc.). Other extensions do work on the VVX series phone. Anyone seen this?


1127091004|so |4|00|[soRegistrationC] Login Credentials valid causing SoRegEventLine Changed
1127091007|sip |*|00|dhcpOption120LyncQuery numList [2]
1127091007|utilm|4|00|uBLFUnCompressed: File /ffs0/Config/Local/WebTicket/0/certProvSvc.mex doesn't exist or is empty
1127091008|utilm|4|00|uBLFUnCompressed: File /ffs0/Config/Local/WebTicket/0/certProvSvc.mex doesn't exist or is empty
1127091009|app1 |*|00|SoRegistrationEventLineChanged - success lineIndex 0 RegListSize 0
1127091009|app1 |*|00|SoRegistrationEventLast - new AppRegLineC, Default user
1127091009|sip |*|00|Sip Register Usr:VVX410 Dsp:VVX 410 Auth:'Using Login Cred' Inx:0
1127091011|tls |*|00|Saving new Custom application CA certificate 6
1127091011|tls |*|00|New Certificate Common Name 'DigiCert High Assurance EV Root CA' Fingerprint '5F:B7:EE:06:33:E2:59:DB:AD:0C:4C:9A:E6:D3:8F:1A:61:C7:DC:25'
1127091011|tls |*|00|Old Certificate Common Name 'DigiCert High Assurance EV Root CA' Fingerprint '5F:B7:EE:06:33:E2:59:DB:AD:0C:4C:9A:E6:D3:8F:1A:61:C7:DC:25'
1127091011|utilm|4|00|uBLFUnCompressed: File /ffs0/Config/Local/WebTicket/0/webTicketSvc.mex doesn't exist or is empty
1127091029|tickt|5|00|soWebticketGetAllUserInfo: Failed to generate CSR
1127091029|tickt|5|00|[MsgSoWebTicketSignWithPinAuth]: PIN Auth Failed
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Polycom Employee & Community Manager

Re: VVX PIN auth failing

Hello Robin,

welcome back to the Polycom Community.

It is always useful to include the currently used UC Software version as issues experienced may already be addressed in a newer release.

The above logs are just standard logs and to look into this in more detail debugging logs would be required.


There are some troubleshooting steps  explained =>here <=


The next step would be opening a case with Polycom support via your Polycom reseller.

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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