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Authorization Failed - logging in to web client

adambean
Occasional Visitor

Authorization Failed - logging in to web client

Hey all,

 

So after my phone was provisioned (Vonage), I lost the ability to login to my phone as the default "456" wasn't working. Found out that Vonage changes this to your account number ... yet, that wasn't working either.

 

Called Vonage, and he said you have to access the phone in private browser tab. I did so, and yep ... that worked, weird. The style formatting of the site reverts to normal when incognito whereas if not, the site renders quite oddly.

 

Anyway, so now trying to learn the phone and simply remove all the extension shortcuts from my phone (one user, home office) and add speed dials. I went into the line configuration, added one test, phone rebooted and the new line showed up (among the other 13, ugh. Yet, now when I try to log back in, same issue ... site is rendered all funky and my password doesn't work. Now it doesn't matter If I'm incognito or not.

 

What the heck am I doing wrong?

 

Thanks!

 

Oh yeah, VVX600 if it matters.

Message 1 of 8
7 REPLIES 7
SteffenBaierUK
Polycom Employee & Community Manager

Re: Authorization Failed - logging in to web client

Hello adambean,

welcome to the Polycom Community.

It is always useful to include the currently used UC Software version as issues experienced or a question asked may already be addressed in a newer release.

The above is also stated in the "Read First"

Therefore the Polycom VoIP FAQ contains this post here:

Question: How can I find out my SIP or UC Software Version of my Phone?
Resolution: Please check here

 

I suggest your work with your Service Providers Support Team as they have changed the Admin Password and if you do not have access as an Admin you cannot change any settings.

 

Also what kind of browser are you using as some users posted issues with IE11 and had to add the IP of the Phone to a list.


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

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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
Message 2 of 8
adambean
Occasional Visitor

Re: Authorization Failed - logging in to web client

I've tried latest versions of IE, Chrome and Edge. Vonage states this is a Polycom issue. I'll call them back but it's typically a 25 minute minimum wait time.

Will retrieve software in a bit.
Message 3 of 8
adambean
Occasional Visitor

Re: Authorization Failed - logging in to web client

Version: 4.1.6.4835

 

Thanks

Message 4 of 8
adambean
Occasional Visitor

Re: Authorization Failed - logging in to web client

Unsure how/why; however, using Icognito, I can again login without making any changes on my end ... odd to say the least.

 

Is this normal? To have to use a private browsing session?

Message 5 of 8
SteffenBaierUK
Polycom Employee & Community Manager

Re: Authorization Failed - logging in to web client

Hello

4.1.6 is not a currently supported software version

Try 5.5.0 or 5.4.4

Replied via a mobile device
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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.

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

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
Message 6 of 8
DrD
Occasional Advisor

Re: Authorization Failed - logging in to web client

I had the same issue, we thought that the admin password had been accidentally reset and lost. We completely reset the firmware using the cheatcodes at boot and the MAC for a password at boot and perofrmed a file system format and wiped everything.

 

It was still broken. Frustrated, I came here to search, and found the incognito mode work around.

 

I surmise this is because the cookie / token that the phone is issued when logging in is never cleared or never expires. Poor access management on the web interface. 

 

I suspect clearing cookies will fix it without incognito mode.

Message 7 of 8
flapple
Occasional Visitor

Re: Authorization Failed - logging in to web client

Chrome Incognito worked, IE11 worked, but clearing cookies in Chrome did not work for me.

Message 8 of 8