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VVX400 cannot login SfB - Stuck at "Discovering Skype for Business Server"

Occasional Visitor

VVX400 cannot login SfB - Stuck at "Discovering Skype for Business Server"

I can not get the VVX400 to connect to SfB. I can verify the phone has connection to the internet

The phone is diplaying the correct time. I had an issue with the DHCP not presenting the correct time. I set the SNTP to pool.ntp.org and set the ignore DHCP switches and now the time is correct. 

 

I am connecting through a community work server so I do not have access to Polycom Web interface for the device. I have taken this phone home when I do so it connects and logs into SfB fine.

 

At the community work center:

 

I am able to select Web Sign-In; the device code is displayed, on my PC I can enter the code and then the phone transistions to signing into my SfB account. However it stalls after displaying "Discovering Skype for Business Server".

 

Firmware: 5.9.0.9373

Updater: 5.9.7.11143

P/N 3150-11530-590

 

Any ideas?

 

Message 1 of 4
3 REPLIES 3
Polycom Employee & Community Manager

Re: VVX400 cannot login SfB - Stuck at "Discovering Skype for Business Server"

Hello @TransmissionAnalytics ,

 

welcome to the Polycom Community.

Both the community's Must Read First and the community's FAQ reference the basic minimum information a new or follow up post should contain.

This ensures the questions having to be asked are limited and any new or follow up post contains the right amount of details to ensure any voluntary participant within the community does not spend additional time chasing basic information.

As a reminder the basic information asked for:

 

  • Provide the exact Software Version of your Phone
  • Provide the Phone Model
  • Provide the Call Platform (aka openSIP,Skype for Business Online, Skype for Business on Premise, Lync)
  • Additional Polycom Infrastructure (RPRM,PDMS or BToE)
  • If applicable provide a backup of the phone in question

UC Software 4.0.0 or later via the Web Interface Utilities > Phone Backup & Restore > Phone Backup > Phone Backup. Please rename into .TXT or Zip the file to attach.
Since UC Software 5.9.0 simply provide this via the Web Interface Diagnostics > Download Support Information Package

  • If possible provide a Log and either attach them or use the Code Tag.Consult the Troubleshooting Section found within the FAQ if applicable
  • If possible provide the MAC Address or Serial of the device
  • Provide details for example if the issue is a day 1 issue or only happened after an upgrade or any other relevant details
  • For questions around Support please check here

 

Whilst providing some of these details may not directly impact any possible answer the community can provide, it does enable Polycom to have an overview of the current software used. In addition providing all details at the same time allow us to check logs or look up a potential support partners if an issue needs to come into support. It also enables us to verify the entitlement for using features.

 

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

Resolution: Have a look => 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

Polycom Global Services




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also 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".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly 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 maybe answered on weekends, bank holidays or personal holidays.
Message 2 of 4
Occasional Visitor

Re: VVX400 cannot login SfB - Stuck at "Discovering Skype for Business Server"

Steffen,

 

Thank you for your email.

 

Below is the infromation requested:

 

Model VVX400

Firmware: 5.9.0.9373

Updater: 5.9.7.11143

P/N 3150-11530-590

Serial# 64167F985F66

MAC 64:16:7F:98:5F:66

I can not access the web interface at this location due network restrictions view the logs or backup.

 

Any ideas of how to troubleshoot the issue described below?

 

I am able to select Web Sign-In; the device code is displayed, on my PC I can enter the code and then the phone transistions to signing into my SfB account. However it stalls after displaying "Discovering Skype for Business Server".

 

Message 3 of 4
Polycom Employee & Community Manager

Re: VVX400 cannot login SfB - Stuck at "Discovering Skype for Business Server"

Hello @TransmissionAnalytics ,

 

First of all the Phone you are using is not a official Skype for Business SKU and does not automatically come with the required License required to utilise the unit with Skype for Business:

 

Jan 26, 2016 Question:Do I require a License to use Polycom VVX Business Media Phones with a Lync Server / Skype for Business server ?

License requirements for Polycom VVX Business Media Phones not using a Lync / Skype for Business SKU:

 

Please be aware of the following License requirement:

 

The use of Polycom UC Software versions 4.1.X (“Software”) requires the purchase of a separate Software license for every device that will use the Software in a Lync / Skype for Business environment. You may not install, access, or use the Software in a Lync / Skype for Business environment on more devices than are listed on your license until additional licenses have been purchased and authorized by Polycom. These licenses should be purchased from the same company from which you purchased the devices. You may operate devices against a Lync / Skype for Business server for trial purposes for up to 30 days without purchasing a license. Use of the Software is subject to the terms and conditions of the End User License Agreement. 

Polycom reserves the right to audit your deployment to verify that you have sufficient licenses to match the number of devices being used.

 

Therefore I recommend to ensure you have the relevant license in place for this and other units of the same type. If this is not the case please purchase these prior to using the phone(s)

 

The device was sold via Allnet GmbH which is a German company and they would be your Tier 1 support.

 

As the unit is no longer within warranty please be prepared to Pay Per Incident / PPI. This is all outlined in detail here


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

 

The original reply included already troubleshooting steps which should be performed. You will at least require some sort of logging so Syslog would be the next option if this is restricted. 

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




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also 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".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly 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 maybe answered on weekends, bank holidays or personal holidays.
Message 4 of 4