Greetings folks -
I have a little situation here...
Recently, the minister and a couple other people have approached me about their phone getting disconnected or dropped from their Skype for business account. I've checked everything and it all looks good, but clearly they are dropped because the phone screen show vvx 411 with a 'x' and there is no dial tone. Furthermore if I try and connect I get a failed sfb provisioning error (photos attached.)
When I logged into the phones web gui > Diagnostics -> Skype for Business Status > Skype for Business CCCP - > I see that there is no entry with a default tag, when it should be the user ID and email.
I've done some scanning through the logs in the phone's web GUI and think I've notice "invalid password", but that can't be true.. For the sake of ease of management, I've set all the O365 passwords the same and disabled 'reset password after 90 days' option in the O365 account specifically for this purpose. Anyway... to solve the issue, I had to reset the O365 passwords (to something else) and then reconnect the vvx 411 back to SfB.
This wouldn't be too much of a problem, but this is the third or fourth time this has happened with different users and different phones at different times. We got the phones last year and there's no indication they are a bad batch. They all work fine up to a certain point and then just.. get disconnected from Sfb. It's inconsistent and doesn't make sense. Most of the phones are always used, so I don't think it's a "log out of Sfb because of lack use" type of thing.
Looking for a solution to stop having the phone lose association to Sfb. Any one have any comments,thoughts, ideas?
Is this the correct place to post phone log files for help?
Also, aside from the individual phone web GUI, does anyone know of a free and easy way to uniformly manage these phones? I've look at the Powershell tool located here, but I'm not that good with powershell, nor do I think need that much sophistication.
Thanks in advance.
Hello @Alex John ,
welcome to the Poly Community.
We would need to see some logs to try and help you to troubleshoot this
Please ensure you always check the FAQ's and/or utilize the community search before posting any new topics or follow up post’s.
Jan 17, 2017 Question:How can I troubleshoot simple Skype for Business, LYNC or Office365 issues?
Resolution: Have a look => here <=
If you struggle with the above please use the shortest route and open a Ticket with support.
In order to raise a support ticket you need to work with your Poly reseller as they need to do this for you.
End Customers are unable to open a ticket directly with Poly support.
If this is some sort of an Internet discounter providing your MAC address or your Poly devices serial will enable us to look up who would be able to support you. This may not be who you purchased the Poly device from.
If the unit is no longer within the warranty please be prepared to Pay Per Incident / PPI. This is all outlined in detail here
In order to manage these units and for example receive alerts if anything is wrong please look at our PDMS-E cloud solution.
Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.
I have attached the logs of our conference phone which dropped from Sfb like I discussed in my original post.
>>In order to manage these units and for example receive alerts if anything is wrong please look at our PDMS-E cloud solution.
This is a paid solution which is an onslaught of features no church will ever need or could afford. Thanks, but I was requesting free and easy... no worries, I think the answer is to just work the phones web GUI.
Hello @Alex John ,
Your reply is missing the MAC so I cannot look up who should support you.
In addition, the attached log does not contain sufficient logging information to guess what the issue is:
0530173823|auth |2|00|m_RetVal[-1] eReqRspID curlReturn HttpRspCode messageLen
Caller Service(145)AuthServiceCallerEwsAutoDisc:IndicationCode(400)Failed to Get UT ,TransactionID(1674556021)
Hello @Alex John ,
just to follow this up.
The PDMS-E service is per device per year around 3$
Polycom Device Management Service.Per Audio Device Managed,pre-paid 1-yr plan effective on service commitment. Service includes Prem support.Device maintenance not included.No cancellation or reduction of the plan or scope allowed.(Qty 1-9,999 only)