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VVX411 , Skype for Business login not working after Firmware update

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Occasional Contributor

VVX411 , Skype for Business login not working after Firmware update

Struggling with this one, my campus recently started using these phones. Updated firmware from 5.8.0.12848 to 5.9.1.0615 and now the phone refuses to log in, displayes error message Provisioning failed with skype. Settings in web config seem identical, is it something simple im missing ? I'm a little green any advice is welcome.

 

 

Phone Information

Phone Model VVX 411 Part Number 3111-48450-001 Rev:A     IP Mode IPv4     UC Software Version 5.9.1.0615 Updater Version 5.9.7.12459

Message 1 of 6
5 REPLIES 5
Polycom Employee & Community Manager

Re: VVX411 , Skype for Business login not working after Firmware update

Hello @Richard Lance,

 

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.


Please ensure you always check the FAQ's and/or utilize the community search before posting any new topics or follow up post’s.

 

If all of the above is to complex please open 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 providing your MAC address or your Polycom devices serial will enable us to look up who would be able to support you. This may not be who you purchased the Polycom device from.

If the unit is no longer within 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

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 6
Occasional Visitor

Re: VVX411 , Skype for Business login not working after Firmware update

@Richard Lance

 

I had this same issue on all my VVX 300's and after getting bounced between polycom, Microsoft and my reseller for 5 hours i resolved it myself by rolling back the firmware

Message 3 of 6
Polycom Employee & Community Manager

Re: VVX411 , Skype for Business login not working after Firmware update

Hello @DavidZed ,

 

welcome to the Polycom Community.


It would be helpful if the original poster or yourself would have provided us with the Information if this is Skype for Business online.

 

At present Skype for Business online does not support VVX UC Software 5.9.0 or 5.9.1

 

Officially Microsoft Supported Software can always be found => 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 4 of 6
Occasional Visitor

Re: VVX411 , Skype for Business login not working after Firmware update

Thanks for the prompt reply.

 

During the series of conversations i had with the polycom tech I had made that clear, however he was none the wiser regarding which firmware supported SfB online (he was aware i was on the latest firmware and i was using the online platform) and just kept telling my it should work and i should contact my service provider or reseller instead.

 

My Reseller sold hardware only and provides no support for configuring the handsets themselves and microsoft sent me back to you guys as everything was ringing fine through the app

 

The way i would have expected that call to go should have been more along the lines of:

 

What firmware are you using ?

Is it on premises or cloud ?

You need to change your firmware

 

Not nearly losing a day 

Message 5 of 6
Polycom Employee & Community Manager

Re: VVX411 , Skype for Business login not working after Firmware update

Hello @DavidZed ,

 

I am unsure what region you called or who the tech was but End Users do not get support from Polycom so maybe this was the issue.


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 providing your MAC address or your Polycom devices serial will enable us to look up who would be able to support you. This may not be who you purchased the Polycom device from.

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

 

Posting a Mac also allows us to verify you have the relevant license to even use the device with Skype for Business


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


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 6 of 6