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VVX600 [Lync Directory - Failed to process the request]

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Visitor

VVX600 [Lync Directory - Failed to process the request]


Hello,
I am testing the VVX600 in my Lync 2010 environment using the 5.1.1.2986 firmware, with BToE 2.3. Everything is working as expected, except the Lync Directory integration. When I query the Lync Directory it returns "Failed to process the request"

The following is the error from the phone log:


0812160401|abs  |4|00|[absDir::getContactsFromServer] recieved empty response or error code = 1

 

Lync Status from the device lists the ABS Server Internal URL as https://<pool fqdn>:443/groupexpansion/service.svc however the Lync Client list the ABS Server Interal URL as https://<pool fqdn>/abs/handler which should it be using?

 

Does new firmware support Lync 2010 ABS queries? We use an internal private CA to issue cerificates on internal services, would the query fail if the root CA has not been installed on the device? Has anyone else seen this issue before?

 

Thank You

Message 1 of 6
5 REPLIES 5
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Polycom Employee & Community Manager

Re: VVX600 [Lync Directory - Failed to process the request]

Hello Lamons,

welcome to the Polycom Community.

UCS 5.0.0 added support for the Lync Address Book Service (ABS).

 

Are you using any other Phones like a CX phone where this is working ?

 

You could try and lower the logging level for ABS to see more details.

 

It may be your LYNC setup and you would need to work with Microsoft support on this.

 

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

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

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

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 6
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Visitor

Re: VVX600 [Lync Directory - Failed to process the request]

Thanks for the reply. Yes we using several hundred CX600 and CX500 today. We have no issues with the ABS queries with the Lync 2010 client, Lync2013 clients or CX Series.

 

After setting the logging to debug, it does look like a cert issue. I can see my internal RootCA listed in Platform CA1 (I manually uploaded this cert) and Application CA6 (Lync BToE added this one). They both have the same MD5 Hash.

 

0813112106|log  |3|3946|UtilLogServerC::flushLog: Succeeded to empty out app.log
0813112108|abs  |0|3946|[absDir::getContacts]
0813112108|abs  |1|3946|[absDir::getContacts] sending message to abs task
0813112108|abs  |0|3946|[absDir::clearContacts]
0813112108|abs  |1|3946|[absDir::processFetchTaskMsg] recieved message of type 1
0813112108|abs  |1|3946|[absDir::processMsg] sending message to fetch task
0813112108|abs  |1|3946|[absDir::processMsg] waiting for message
0813112108|abs  |1|3946|[absDir::processFetchTaskMsg] recieved message of type 1
0813112108|abs  |0|3946|[absDir::getContactsFromServer]
0813112108|abs  |1|3946|[absDir::getContactsFromServer] invoking so webticket api for fetching contacts for Lan search string
0813112108|cfg  |0|3946|Prm|Could not find 2D array status 11 1 1
0813112108|cfg  |0|3946|Prm|Could not find array status 307 1
0813112108|cfg  |0|3946|Prm|Could not find 2D array status 11 1 1
0813112108|cfg  |0|3946|Prm|Could not find array status 307 1
0813112108|cfg  |0|3946|Prm|Could not find 2D array status 11 1 1
0813112108|cfg  |0|3946|Prm|Could not find array status 307 1
0813112108|cfg  |0|3946|Prm|Could not find 2D array status 11 1 1
0813112108|cfg  |0|3946|Prm|Could not find array status 307 1
0813112108|utilm|4|3946|uBLFUnCompressed: File /ffs0/Config/Local/WebTicket/0/public.crt doesn't exist or is empty
0813112108|tickt|5|3946|soWebTicketTicketGetWithclientCert: Could not load the client cert file
0813112108|tickt|5|3946|soWebTicketABSQueryUsingWebTicket: soWebTicketTicketGetWithclientCert Failed. Unable to get webTicket
0813112108|abs  |4|3946|[absDir::getContactsFromServer] recieved empty response or error code = 6
0813112108|abs  |0|3946|[xmlCorporateDir::notifyApp]
0813112108|abs  |1|3946|[xmlCorporateDir::notifyApp] Dispaching event to UI
0813112108|abs  |1|3946|[absDir::processFetchTaskMsg] waiting for message
0813112111|log  |2|3946|UtilLogServerC::openLog() succeeds: 0x0
0813112111|log  |2|3946|UtilLogServerC::closeLog: 0x1381868
0813112119|log  |2|3946|UtilLogServerC::openLog() succeeds: 0x0
0813112119|log  |2|3946|UtilLogServerC::closeLog: 0x12a4f40
Message 3 of 6
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Polycom Employee & Community Manager

Re: VVX600 [Lync Directory - Failed to process the request]

Hello Lamons,

This is something our support team would need to look at.

 

Please raise a case via your Polycom reseller with Polycom support.

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

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

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 4 of 6
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Occasional Visitor

Re: VVX600 [Lync Directory - Failed to process the request]

Hello,

 

I'm having the same issue with the Lync directory integration on Polycom VVX600 phone.

 

Did you solved this issue ?

 

Best regards,

 

Nicolas Schneebeli

 

Message 5 of 6
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Polycom Employee & Community Manager

Re: VVX600 [Lync Directory - Failed to process the request]

Hello Nicolas Schneebeli,

welcome to the Polycom Community and as you can see this post is nearly 1 year old already.

 

I am not aware if the original poster ever followed up my advise to contact Polycom support so we could help them to troubleshoot this.

It is therefore always useful to include the currently used software version as issues experienced may already be addressed in a newer release.

This also allows yourself and others to check against current software release notes.

The above is also stated in the "Read First: Welcome to the Polycom VoIP Forum"

Therefore the Polycom VoIP FAQ contains this post here:

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

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

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

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 6