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HDX 6000 cannot access Lync 2010 directory

SOLVED
AJH
Occasional Advisor

HDX 6000 cannot access Lync 2010 directory

I have HDX 6000 running 3.0.4-20259 integrated into Lync 2010 system. The HDX 6000 appears in the Lync contact list and calls can be made and received. The Global Directory -> Directory Servers page in the HDX 6000 Admin system has a big green tick next to Registration Status.

 

Searching the Lync directory results in an error ;

 

 "The directory server is unable to process your request. Please try again or contact your system administrator for assistance.

 

Has anyone else had this problem and found a solution ?

 

 

 Thanks.

 

 

Message 1 of 13
1 ACCEPTED SOLUTION

Accepted Solutions
jschertz
Polycom Employee

Re: HDX 6000 cannot access Lync 2010 directory

Yes, it appears your address book has exceeded the upper limit of the current HDX release. You can a support ticket through your official channels for tracking of the issue, but the next release of firmware should resolve this issue for you as some architectural changes are being applied to how the HDX uses the Lync address book web service in these large environments.

-----------
Jeff Schertz - Principal Microsoft Solutions Architect [Blog]

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.

View solution in original post

Message 5 of 13
12 REPLIES 12
jschertz
Polycom Employee

Re: HDX 6000 cannot access Lync 2010 directory

Roughly how many user objects do you have in your Active Directory forest?  There is an upper-limit on the size of the Lync address book which can be downloaded and extracted by the HDX which is being addresses in a future firmware release.

 

It is possible that the HDX is unable to expand the address book file and that would cause the error you are seeing, as the green check mark indicates that connectivity to the address book web service is working.

-----------
Jeff Schertz - Principal Microsoft Solutions Architect [Blog]

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.
Message 2 of 13
AJH
Occasional Advisor

Re: HDX 6000 cannot access Lync 2010 directory

Thanks for taking the time to reply.

 

We have around 23,000 user objects in our AD forest.

 

Looking at the debug output below from the HDX , I'm guessing that the "A13ba: 20000 nic dirsearch" indicates that a 20,000 users limit has been reached ?

 

2012-05-03 08:55:53 DEBUG jvm: pc[0]: UI: fcgi/0: WEBUI:CGI:ABKHandler:execCGI:Enter command = 2

2012-05-03 08:55:53 DEBUG avc: pc[0]: uimsg: [A13ba: 20000 nic dirsearch 1 0 200 sn smith]

2012-05-03 08:55:53 DEBUG avc: pc[0]: SIPNIC[0]: csapiDirectorySearchSupported: unable to connect to the directory server for ocs

 

 

Andy

Message 3 of 13
SteffenBaierUK
Polycom Employee & Community Manager

Re: HDX 6000 cannot access Lync 2010 directory

Hello Andy,

 

I have seen this "csapiDirectorySearchSupported" message in other logs before. The more important Information is a few lines below that message,

 

Please be aware that you should really work via your Polycom Reseller and/or Polycom Support in order to troubleshoot this further.

 

Best regards

 

Steffen Baier

 

Polycom Global Services

----------------
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. All posts and words are my own & do not represent the views of Employer.

----------------

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.
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Message 4 of 13
jschertz
Polycom Employee

Re: HDX 6000 cannot access Lync 2010 directory

Yes, it appears your address book has exceeded the upper limit of the current HDX release. You can a support ticket through your official channels for tracking of the issue, but the next release of firmware should resolve this issue for you as some architectural changes are being applied to how the HDX uses the Lync address book web service in these large environments.

-----------
Jeff Schertz - Principal Microsoft Solutions Architect [Blog]

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.

View solution in original post

Message 5 of 13
stnz
Occasional Visitor

Re: HDX 6000 cannot access Lync 2010 directory

Same problem here. The search was working totally fine earlier with three HDX 7000 devices, now it isn't.

 

Some Lync updates were obviously installed about at the same time as it broke, that could be related.. Maybe?

Message 6 of 13
stnz
Occasional Visitor

Re: HDX 6000 cannot access Lync 2010 directory


@stnz wrote:

Same problem here. The search was working totally fine earlier with three HDX 7000 devices, now it isn't.

 

Some Lync updates were obviously installed about at the same time as it broke, that could be related.. Maybe?


And logs show this:

 

2012-05-04 13:48:14 INFO avc: pc[0]: OCS: OCSConnectTimerExpireCallback: connection timer expired
2012-05-04 13:48:14 INFO avc: pc[0]: OCS: OCSDownloadAddressBook: read compressed file open succeeded
2012-05-04 13:48:14 INFO avc: pc[0]: OCS: OCSDecompressFile: In = 0x5c41f760, Out = 0x5c41def0
2012-05-04 13:48:14 WARNING avc: pc[0]: OCS: OCSDecompressFile: decompression overflow = 1348031555, 1952981061
2012-05-04 13:48:14 WARNING avc: pc[0]: OCS: OCSDownloadAddressBook: file decompression failed

 

There are only like 150 users on Lync, so.. it shouldn't be too much?

Message 7 of 13
jschertz
Polycom Employee

Re: HDX 6000 cannot access Lync 2010 directory

What specific updates were installed and for which components?

-----------
Jeff Schertz - Principal Microsoft Solutions Architect [Blog]

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.
Message 8 of 13
stnz
Occasional Visitor

Re: HDX 6000 cannot access Lync 2010 directory


@jschertz wrote:

What specific updates were installed and for which components?


I will check and let you know when I have time and access to the system, either later today or tomorrow.

Message 9 of 13
briana
Occasional Visitor

Re: HDX 6000 cannot access Lync 2010 directory

Any updates on this Lync directory issue? We are having the same issue with a new HDX 7000 with the latest software. Everything works but the directory lookup. We are not a large environment (300 users).

Message 10 of 13