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Group series 500 - SFB online not online and no calls

Dspen
Occasional Visitor
‎03-07-2019 10:34 AM
‎03-07-2019 10:34 AM

Group series 500 - SFB online not online and no calls

We have a Group 500 series, and a SFB online interop license with the following details:

Serial: 82164746E0A3CV

Software: 6.2.0.1

 

We have successfully registered SIP, but are unable to make or receive any skype, nor does our client appear online. When attempting to call the unit, we see no valid traffic attempting to hit its external IP on our firewall logs. I've ran through and verified all the IP network settings are correct, and are correctly registed on our directory server.

 

I'm a bit stuck as I've followed the "group series for microsoft environments" guide and gone over the admin guide several times.

 

Any help is appreciated, Thank you

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FabioBip
Advisor
‎03-19-2019 03:33 AM
‎03-19-2019 03:33 AM

Re: Group series 500 - SFB online not online and no calls

I think that a problem due to Polycom firmware update and Microsoft Tenant update. I have 2 GS500 not more working in SIP with Skype for Business client. The difference between this 2 endpoint and the othe 9 we have is that i run a firmware update (with last version of February) on them. I tell you more: problem showed up when i restarted them, at the moment i have another endpoint (GS500) where i installed the 6.2.0.1 firmware that is still working fine, but i am quite sure that if i would restart it problem then will show up. 

Please help us! At the moment all the Company that have Polycom and O365 online could face this kind of problems!

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SteffenBaierUK
Polycom Employee & Community Manager Polycom Employee & Community Manager
Polycom Employee & Community Manager
‎03-19-2019 06:45 AM
‎03-19-2019 06:45 AM

Re: Group series 500 - SFB online not online and no calls

Hello @FabioBip  and @Dspen ,

 

welcome to the Polycom Community.

 

Please get this at your earliest convenience into Polycom support so we can look at this.

 

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

----------------
The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

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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
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FabioBip
Advisor
‎03-19-2019 08:05 AM
‎03-19-2019 08:05 AM

Re: Group series 500 - SFB online not online and no calls

Just opened a Service Request, I will keep update other users about this issues. Meantime my personal suggestion for others in my situation (O365 with Skype for Business Online) is to not restart endpoints after the firmware update or to wait a little bit before to install the last firmware (6.2.1). It seems a cipher problem on MS server authentication.

@SteffenBaierUK wrote:

Hello @FabioBip  and @Dspen ,

 

welcome to the Polycom Community.

 

Please get this at your earliest convenience into Polycom support so we can look at this.

 

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

 

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