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VVX 410 BTOE LYNC Sign on Issue for SINGLE user.

SOLVED
rogan999
Occasional Advisor

VVX 410 BTOE LYNC Sign on Issue for SINGLE user.

I have one phone that is not able to log into the system via BTOE.   If the user puts his information in manually, the phone will connect.

 

The strange part is, I created a second account for this users using his middle initial, that also can not log in.   No other users in the environment have any problems.

 

I will include the logs from a reboot and login attempt, any advice that can point me in a direction to find the solution would be great.  I am at a complete loss.

 

 

TIA

Rogan

 

 

 

0610145329|app1 |*|00|Event: Multiple Key Combo 1
0610145329|app1 |*|00|Manual Reboot
0610145329|ldap |4|00|ldapXfer::start:xferStart failed cState=-1
0610145329|app1 |*|00|AppC::appReboot corp dir shutdown complete
0610145329|so |*|00|SoNcasC::procMsg: Client service shutdown complete
0610145344|wdog |*|00|Watchdog Expired: tSupObjs, 8
0610145344|log |*|00|---------- Final log entry ----------
000017.599|log |*|00|---------- Initial log entry ----------
000009.925|wdog |*|00|Initial log entry. Current logging level 4
000017.170|rdisk|*|00|Initial log entry. Current logging level 4
000017.175|rdisk|*|00|RAM disk created and mounted at "/rfs0"
000017.177|rdisk|*|00|RAM disk created, size: 16,777,216 bytes
000017.585|so |*|00|Platform: Model=VVX 410, Assembly=3111-46162-001 Rev=A Region=0
000017.585|so |*|00|Platform: Interface eth0 MAC=0004f28609da
000017.586|so |*|00|Platform: BootBlock=3.0.4.0146 (46162-001) 10-Jan-13 20:21
000017.587|so |*|00|Platform: BootL1=1.0.0.0041 (46162-001) 10-Jan-13 20:16
000017.594|so |*|00|Platform: Updater=5.2.2.2722 18-Apr-14 19:51
000017.594|so |*|00|Application, main: Label=SIP, Version=Ganga 5.0.2.2756 18-Apr-14 19:35
000017.594|so |*|00|Application, main: P/N=3150-11530-502
000017.594|rdisk|*|00|RAM disk created, size: 16,777,216 bytes
000017.598|ocsp |*|00|O.C.S.P. Enabled = 0
000017.658|tls |*|00|Initial log entry. Current logging level 4
000017.715|pmt |*|00|Initial log entry. Current logging level 4
000017.718|wdog |*|00|Initial log entry. Current logging level 4
000017.720|ethf |*|00|Initial log entry. Current logging level 4
000017.721|hw |*|00|Initial log entry. Current logging level 4
000017.725|ares |*|00|Initial log entry. Current logging level 4
000017.727|dns |*|00|Initial log entry. Current logging level 4
000017.727|cfg |*|00|Initial log entry. Current logging level 4
000017.727|cfg |*|00|Prm|cfgParamBaseProfileUpdate: Using Base Profile Lync
000017.751|dot1x|*|00|Initial log entry. Current logging level 4
000017.771|ethf |4|00|utilEthFilterInit: VLAN Filter enabled, Storm Filter enabled
000017.983|lic |*|00|Initial log entry. Current logging level 4
000018.003|lic |5|00|cfgCfsFlashKeyScratchLoad: could not load flash len 976
000018.080|curl |*|00|Initial log entry. Current logging level 4
000018.080|utilm|*|00|Initial log entry. Current logging level 4
000018.083|copy |*|00|Initial log entry. Current logging level 4
000018.085|rtos |*|00|Initial log entry. Current logging level 4
000018.091|sec |*|00|Initial log entry. Current logging level 4
000018.113|so |*|00|Configuration files: 000000000000_profile.cfg
000018.113|so |*|00|Configuration file "000000000000_profile.cfg" SHA1 digest: A618F0C579EC37196B4EDE0155871F1C49296DBC
000018.125|log |*|00|Log render level set to 1
000018.136|pcap |*|00|On-Phone Packet Capture disabled
000018.139|srtp |*|00|Initial log entry. Current logging level 4
000018.153|cfg |5|00|Prm|Parameter 0 is out of range
000018.161|res |*|00|Initial log entry. Current logging level 4
000018.167|httpa|*|00|Initial log entry. Current logging level 4
000018.168|lldp |*|00|Initial log entry. Current logging level 4
000018.168|cdp |*|00|Initial log entry. Current logging level 4
000018.172|pcd |*|00|Initial log entry. Current logging level 4
000018.197|tickt|*|00|Initial log entry. Current logging level 4
000018.216|utilm|4|00|uBLFUnCompressed: File /ffs0/Config/Local/WebTicket/0/sip.usr doesn't exist or is empty
000018.228|tickt|4|00|soWebTicketCertMove: Could not copy cert to new slot
000018.230|tickt|4|00|soWebTicketCertMove: Could not copy SIP user to new slot
000018.230|tickt|4|00|soWebTicketCertMove: Could not copy SIP uuid to new slot
000018.231|tickt|4|00|soWebTicketCertMove: Could not copy NTLM user to new slot
000018.231|tickt|4|00|soWebTicketCertMove: Could not copy NTLM domaininternal to new slot
000018.231|tickt|4|00|soWebTicketCertMove: Could not copy SIP password to new slot
000018.232|tickt|4|00|soWebTicketCertMove: Could not copy server to new slot
000018.242|loc |*|00|Initial log entry. Current logging level 4
000018.259|ssps |*|00|Initial log entry. Current logging level 4
000018.271|ssps |5|00|Allocated 36992 bytes for SspsHdiMemBase=0xc2adb8
000018.274|ssps |4|00|sspsDspLoad: found Maroo 26.
000018.744|so |*|00|System Info Reports:
000018.744|so |*|00| Cpu is ARMv6-compatible processor rev 7 (v6l), ID: 0x111930b0, running at 300MHz.
000018.744|so |*|00| Board is identified as PolycomVVX-VVX_410.
000018.744|so |*|00| DRAM_SIZE: 256 MB
000018.744|so |*|00| NAND flash detected is 20
000018.746|key |*|00|Initial log entry. Current logging level 4
000018.779|httpd|*|00|Initial log entry. Current logging level 4
000018.782|poll |*|00|Initial log entry. Current logging level 4
000018.785|push |*|00|Initial log entry. Current logging level 4
000018.789|poll |*|00|Initial log entry. Current logging level 4
000018.791|poll |*|00|Initial log entry. Current logging level 4
000018.794|poll |*|00|Initial log entry. Current logging level 4
000018.795|poll |*|00|Initial log entry. Current logging level 4
000018.795|poll |*|00|Initial log entry. Current logging level 4
000018.798|ht |*|00|Initial log entry. Current logging level 4
000018.801|dbuf |*|00|Initial log entry. Current logging level 4
000018.808|ssps |*|00|sspsMain: Set HDI mem to be 0, was 0
000018.830|ssps |*|00|Application, comp. 1: Label=PolyDSP Vino BCM11195 Mem1 FS1, Version=7.7.2.7243 03-Oct-2013 18:31
000018.830|ssps |*|00|Application, comp. 1: P/N=3150-11580-772.
000018.833|ice |*|00|Initial log entry. Current logging level 4
000018.836|afe |*|00|Initial log entry. Current logging level 6
000018.971|pps |*|00|Initial log entry. Current logging level 4
000018.973|sip |*|00|Initial log entry. Current logging level 4
000018.976|sipt |*|00|Initial log entry. Current logging level 4
000018.976|sipp |*|00|Initial log entry. Current logging level 4
000019.011|ptt |*|00|Initial log entry. Current logging level 4
000019.020|xmpp |*|00|Initial log entry. Current logging level 4
000019.983|pwrsv|*|00|Initial log entry. Current logging level 4
000019.988|so |*|00|Using TCP IP Media Port, configured initial RTP port 2222
000020.023|cfg |5|00|Prm|Parameter dialplan.impossibleMatchHandling requested type 2 but is of type 0
000020.062|sshc |*|00|Initial log entry. Current logging level 4
000020.067|app1 |*|00|Initial log entry. Current logging level 4
000020.079|app1 |*|00|AppPhoneC::AppPhoneC() Number Of Line Keys = 12
000020.079|app1 |*|00|AppPhoneC::AppPhoneC() - new AppRegLineC, szUser = firstname.lastname@domainexternal.com
000020.177|ldap |*|00|Initial log entry. Current logging level 4
000020.177|ldap |4|00|cDynamicData::cDynamicData:cDynamicData:Failed
000020.177|abs |*|00|Initial log entry. Current logging level 4
000020.412|efk |*|00|Initial log entry. Current logging level 4
000020.414|efk |4|00|EFK not enabled.
000020.414|efk |4|00|EFK param failed to initialize.
000020.414|efk |4|00|EFK feature is disabled.
000020.471|lic |4|00|License: feature Nuance XT9 is not available
000020.476|cfg |4|00|Dir|regAppCb set
000020.482|app1 |4|00|getCfgParams
000020.491|cmp |*|00|Initial log entry. Current logging level 4
000020.493|wmgr |*|00|Initial log entry. Current logging level 4
000020.522|slog |*|00|Initial log entry. Current logging level 3
000020.589|so |4|00|SoKeyC::procMsg unexpected message 4099
000025.037|pgui |*|00|Initial log entry. Current logging level 4
000031.982|dhcpc|*|00|Initial log entry. Current logging level 4
000036.152|cfg |4|00|RT|DHCP CfgRtMsgDhcpUp is received.
000041.091|pgui |*|00|Qt Mouse driver created.
000043.227|dbs |*|00|Initial log entry. Current logging level 4
000043.242|osd |*|00|Initial log entry. Current logging level 4
000043.517|clist|*|00|Initial log entry. Current logging level 4
000043.561|app1 |5|00|[connectToDatabase]: dbDirSet activated
000044.399|copy |4|00|Configuration of URL failed
000044.927|clist|4|00|dbIO::processResult:no host
000044.927|clist|4|00|dbSet::srv2mem:transfer failed, trying to get local file
000044.934|copy |4|00|Configuration of URL failed
000044.955|clist|4|00|dbIO::processResult:no host
000044.955|clist|4|00|dbSet::srv2mem:transfer failed, trying to get local file
000045.232|brow |*|00|Initial log entry. Current logging level 4
000103.720|cfg |*|00|RT| Phone IP address is 10.11.12.11.
000103.720|cfg |*|00|RT| Subnet mask is 255.255.254.0.
000103.720|cfg |*|00|RT| Gateway address is 10.11.12.1.
000103.721|cfg |*|00|RT| DNS server is 10.10.10.10.
000103.721|cfg |*|00|RT| DNS alternate server is 10.10.10.11.
000103.721|cfg |*|00|RT| DNS domaininternal is domaininternal.local.
000103.721|cfg |*|00|RT| GMT offset is -18000 seconds.
000103.726|dns |*|00|DNS resolver servers are '10.10.10.10' '10.10.10.11'
000103.726|dns |*|00|DNS resolver search domaininternal is 'domaininternal.local'
000103.728|cfg |*|00|RT|Primary IP: 10.11.12.11 subnet mask 255.255.254.0
000103.730|clist|4|00|dbSet::load:cleared load error state m_sync=<0x40>
000103.733|so |*|00|Network initialized. Starting network tasks.
000103.750|log |*|00|Install file upload callback for 'so'
000103.781|sip |5|00|Bind Successful
000103.788|sip |5|00|Starting Accept Task
000103.820|sip |*|00|Sip Register Usr:firstname.lastname@domainexternal.com Dsp:firstname.lastname Auth:'Using Login Cred' Inx:0
000104.014|copy |4|00|Configuration of URL failed
000104.019|copy |4|00|Configuration of URL failed
000104.020|copy |4|00|Configuration of URL failed
000104.020|cfg |4|00|Prov|Download of master configuration file failed
000104.020|cfg |4|00|Prov|Trying to boot from existing configuration
000104.023|cfg |4|00|Prov|Not setting device parameters since configuration was not updated.
000104.024|cfg |*|00|Prov|Finished updating configuration
000104.045|copy |4|00|Configuration of URL failed
000104.046|log |4|00|UtilLogServerC::uploadFifoLog: upload error. protocol 0 result = 0
000104.048|copy |4|00|Configuration of URL failed
000104.049|log |4|00|UtilLogServerC::uploadFifoLog: upload error. protocol 0 result = 0
000104.078|copy |4|00|Configuration of URL failed
000104.103|res |4|00|[ResFinderC]: Download - Failed to download file PhoneBGV3.png, errno 0x2.
000104.103|app1 |4|00|Background retrieve failed: (PhoneBGV3.png): File find error.
000104.104|app1 |4|00|Selected background bitmap: PhoneBGV3.png failed to download
000104.110|copy |4|00|Configuration of URL failed
000104.152|res |4|00|[ResFinderC]: Download - Failed to download file PhoneBGV3.png, errno 0x2.
000104.153|app1 |4|00|Background retrieve failed: (PhoneBGV3.png): File find error.
000104.154|app1 |4|00|Selected background bitmap: PhoneBGV3.png failed to download
000104.175|clist|4|00|dbIO::processResult:no host
000104.176|clist|4|00|dbSet::srv2mem:transfer failed, trying to get local file
000104.510|cfg |4|00|Prov|Unknown suboption received for DHCP option 43
000104.990|ares |4|00|aresDnsLookup: select time-out 1 on SRV lookup for '_ntp._udp.pool.ntp.org' after 0 sec
000105.000|ares |4|00|aresDnsLookup: select time-out 2 on SRV lookup for '_ntp._udp.pool.ntp.org' after 0 sec
000105.030|cfg |4|00|Prov|Unknown suboption received for DHCP option 43
0610145506|sip |*|00|Fast Boot Measurement Point: Ready for Call, uptime: 66.690 sec.
0610145507|sip |4|00|TLS-DSK: Setting of Client Certificate failed due to (33558530) error:02001002:system library:fopen:No such file or directory
0610145507|sip |4|00|TLS-DSK: Setting of Client Private key failed due to (537346050) error:20074002:BIO routines:FILE_CTRL:system lib
0610145507|utilm|4|00|uBLFUnCompressed: File /ffs0/Config/Local/WebTicket/0/sip.usr doesn't exist or is empty
0610145507|utilm|4|00|uBLFUnCompressed: File /ffs0/Config/Local/WebTicket/0/sip.usr doesn't exist or is empty
0610145507|sip |4|00|CTcpSocket::Abandon connected socket. Send Message 0x40e35948
0610145507|cfg |4|00|RT|SIP is settting Login Credentials to invalid
0610145507|so |4|00|[soRegistrationC] Login Credentials invalid causing SoRegEventLine Deleted
0610145507|sip |4|00|Registration failed User: firstname.lastname, Error Code:480 Temporarily not available
0610145507|sip |4|00|SSL_get_error Error code=5
0610145507|sip |4|00|TLS Listen Thread Exit
0610145508|app1 |*|00|SoRegistrationEventLineDeleted - new AppRegLineC, Default user
0610145508|sip |*|00|Sip UnRegister Usr:firstname.lastname@domainexternal.com Dsp:firstname.lastname Auth:'' Inx:0
0610145508|sip |*|00|SipUserRemove: user 0 being removed.
0610145508|sip |*|00|Sip Register Usr:VVX410 Dsp:VVX 410 Auth:'Using Login Cred' Inx:0
0610145512|sip |*|00|User removed
0610145514|app1 |4|00|BT login is Started: exsisting line details m_lineIx=1 credType =2 capcredentials.user=mlastname capcredentials.domaininternal=domaininternal
0610145514|app1 |4|00|New domaininternal name=domaininternal User name=mlastname
0610145514|so |4|00|[soRegistrationC] Login Credentials valid causing SoRegEventLine Changed
0610145516|app1 |*|00|SoRegistrationEventLineChanged - success lineIndex 0 RegListSize 0
0610145516|app1 |*|00|SoRegistrationEventLast - new AppRegLineC, szUser = firstname.lastname@domainexternal.com
0610145516|sip |*|00|Sip Register Usr:firstname.lastname@domainexternal.com Dsp:firstname.lastname Auth:'Using Login Cred' Inx:0
0610145516|cfg |4|00|Prov|Unknown suboption received for DHCP option 43
0610145517|cfg |4|00|Prov|Unknown suboption received for DHCP option 43
0610145518|sip |4|00|TLS-DSK: Setting of Client Certificate failed due to (33558530) error:02001002:system library:fopen:No such file or directory
0610145518|sip |4|00|TLS-DSK: Setting of Client Private key failed due to (537346050) error:20074002:BIO routines:FILE_CTRL:system lib
0610145518|utilm|4|00|uBLFUnCompressed: File /ffs0/Config/Local/WebTicket/0/sip.usr doesn't exist or is empty
0610145518|sip |4|00|CTcpSocket::Abandon connected socket. Send Message 0x40e350a8
0610145518|cfg |4|00|RT|SIP is settting Login Credentials to invalid
0610145518|so |4|00|[soRegistrationC] Login Credentials invalid causing SoRegEventLine Deleted
0610145518|sip |4|00|Registration failed User: firstname.lastname, Error Code:480 Temporarily not available
0610145518|sip |4|00|SSL_get_error Error code=1
0610145518|sip |4|00|TLS Listen Thread Exit
0610145520|utilm|4|00|uBLFUnCompressed: File /ffs0/ConfigNew/Local/WebTicket/0/csr.req doesn't exist or is empty
0610145520|tickt|4|00|soWebTicketUserCertGet: Failed to generate CSR for firstname.lastname@domainexternal.com
0610145520|utilm|4|00|uBLFUnCompressed: File /ffs0/Config/Local/WebTicket/0/sip.usr doesn't exist or is empty
0610145520|app1 |*|00|SoRegistrationEventLineDeleted - new AppRegLineC, Default user
0610145520|sip |*|00|Sip UnRegister Usr:firstname.lastname@domainexternal.com Dsp:firstname.lastname Auth:'' Inx:0
0610145520|sip |*|00|SipUserRemove: user 0 being removed.
0610145520|sip |*|00|Sip Register Usr:VVX410 Dsp:VVX 410 Auth:'Using Login Cred' Inx:0
0610145522|xml |*|00|Initial log entry. Current logging level 4
0610145522|tickt|4|00|soWebTicketTicketGet: Failed, result 401
0610145522|tickt|4|00|soWebTicketTicketGet: Could not get ticket for https://lyncpool01.domaininternal.local/WebTicket/WebTicketService.svc
0610145524|sip |*|00|User removed
 
 

 

Message 1 of 8
1 ACCEPTED SOLUTION

Accepted Solutions
rogan999
Occasional Advisor

Re: VVX 410 BTOE LYNC Sign on Issue for SINGLE user.

After much testing, swearing and sacrificing babies to the SIP gods.... we have found the problem!

 

the user has a   &    in there password. 

 

 

When using BTOE the & will not work in the password, is this a problem you will be fixing?

View solution in original post

Message 6 of 8
7 REPLIES 7
SteffenBaierUK
Polycom Employee & Community Manager

Re: VVX 410 BTOE LYNC Sign on Issue for SINGLE user.

Hello rogan,

welcome to the Polycom Community.

The log seems pretty self-explanatory::

 

0610145507|sip |4|00|TLS-DSK: Setting of Client Certificate failed due to (33558530) error:02001002:system library:fopen:No such file or directory
0610145507|sip |4|00|TLS-DSK: Setting of Client Private key failed due to (537346050) error:20074002:BIO routines:FILE_CTRL:system lib


Also is this really your Username ?

 

firstname.lastname@domainexternal.com

 

Please be aware of the following when utilizing UCS 4.1.0 or later:

The use of Polycom UC Software versions 4.1.X (“Software”) requires the purchase of a separate Software license for every device that will use the Software in a Lync environment. You may not install, access, or use the Software in a Lync environment on more devices than are listed on your license until additional licenses have been purchased and authorized by Polycom. These licenses should be purchased from the same company from which you purchased the devices. You may operate devices against a Lync server for trial purposes for up to 30 days without purchasing a license. Use of the Software is subject to the terms and conditions of the End User License Agreement.

Polycom reserves the right to audit your deployment to verify that you have sufficient licenses to match the number of devices being used.

Information in regards of License Part Numbers can be found here

I would suggest you factory reset this phone and try again.

 

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

----------------
The title Poly 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.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 2 of 8
rogan999
Occasional Advisor

Re: VVX 410 BTOE LYNC Sign on Issue for SINGLE user.

The username in the environment would be flastname or domain\flastname  This is from the information that is passed via BTOE.  What is strange is that every other user, can use BTOE and have the phone sign in except for one person.  If this user logs in manually to the phone he is able to register.

 

0610145507|sip |4|00|TLS-DSK: Setting of Client Certificate failed due to (33558530) error:02001002:system library:fopen:No such file or directory
0610145507|sip |4|00|TLS-DSK: Setting of Client Private key failed due to (537346050) error:20074002:BIO routines:FILE_CTRL:system lib

 I know that these errors are related, but I honestly do not know what they mean.  Addititionally even on the phones that work, we still git these two messages.  I spent multiple hours before posting going through each line of the error log to see if I could gleam some information.  When I finally got stuck I deced to post to see if someone had some knowledge in there head that I had not yet found.

 

I will spend some more time on these two messages and see if I can resolve them.

 

EDIT:   Lync Server 2013, Server 2012 R2, VVX410 with latest firmware,  BTOE 2.1, Lync Client 2013

 

Thanks for the welcome:

Alex

 

Message 3 of 8
rogan999
Occasional Advisor

Re: VVX 410 BTOE LYNC Sign on Issue for SINGLE user.

The certificate errors are caused by the fact the phones are in a different VLAN than the DHCP Server..    I have a DHCP relay but it does not seem to be passing the data.

 

If I put the phone into the same vlan as the DHCP, the certificate errors go away, but the user still can not log in.

Message 4 of 8
TTMing
Frequent Advisor

Re: VVX 410 BTOE LYNC Sign on Issue for SINGLE user.

Can you post the error message when this user login with BToE?  Are you saying this user can't login into any VVX 410 phones on any PC paired to Lync with BToE?  Does PIN authentication work on the VVX 410 for this user?  Thanks.

Message 5 of 8
rogan999
Occasional Advisor

Re: VVX 410 BTOE LYNC Sign on Issue for SINGLE user.

After much testing, swearing and sacrificing babies to the SIP gods.... we have found the problem!

 

the user has a   &    in there password. 

 

 

When using BTOE the & will not work in the password, is this a problem you will be fixing?

View solution in original post

Message 6 of 8
TTMing
Frequent Advisor

Re: VVX 410 BTOE LYNC Sign on Issue for SINGLE user.

Good to know.  Thanks.

Message 7 of 8
SteffenBaierUK
Polycom Employee & Community Manager

Re: VVX 410 BTOE LYNC Sign on Issue for SINGLE user.

Hello all,

 

UCS 5.0.2 added support for special ASCII or Latin Characters to the Phone Username & Password via:

 

  • 91554 Added support for using characters such as Umlaute ö ü ä or even Eszett ß for passwords and user IDs by Latin keyboard input.

UCS 5.1.0 and BToE 2.2.0 added support for this using BToE but has to be requested via Polycom support.

 

I can only advise you to work with your Polycom reseller on 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

Polycom Global Services

----------------
The title Poly 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.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 8 of 8