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The Poly Phones Knowledge Base is live! We look forward to helping you with common issues and troubleshooting advice!

‎06-12-2025 02:52 AM - last edited on ‎06-12-2025 03:27 AM by Level 15

HP Recommended
Product: Polycom Soundstation Duo

Hi

I have a Polycom Soundstation Duo (4.0.16.0515) and it gets an error trying to connect to SIP server:

"Server certificate verification failed, Untrusted Cetificate"
"MakeTlsConnection: SSL_connect error 1"
"MakeTlsConnection: connection failed error -1"

 

Tele company says I need to set TLS och port 5061, so that is configured in device.
Do I need to get an certificate to install in phone also?

/Tommy

Reply
6 REPLIES 6

‎06-12-2025 03:27 AM

HP Recommended

Hello @TommyD78 ,

 

Welcome to the HP Poly community.

 

From our VoIP FAQ:

 

Apr 17, 2013 Question: How can I setup a TLS connection for SIP signaling and / or troubleshoot this?

Resolution: Please check => here <=

 

As a guess the time is not set on the phone?

 

Use the above to troubleshoot this using the logs.

 

Best Regards

 

Steffen Baier

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
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‎06-12-2025 03:56 AM

HP Recommended

Hi Steffen!

 

Time is set correct on the phone. 

Do you have any more suggestions to look at?

 

BR,

Tommy

 

 

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‎06-12-2025 04:01 AM

HP Recommended

Hello @TommyD78 ,

 

Did you adjust the logging levels as suggested in the shared FAQ? Did you look at the logs?

 

Best Regards

 

Steffen Baier

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
Reply
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‎06-12-2025 04:33 AM

HP Recommended

I have the debug-log, but I have difficulty seeing/understanding the cause of the error.

Can you analyze it if I send it to you?

 

BR,

Tommy

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‎06-12-2025 05:01 AM

HP Recommended

Hello @TommyD78 ,

 

Your Telco Provider should assist you with this as they are your service provider. Do you have the certificate installed on the phone they want you to use?

 

Again from our FAQ:

 

If possible provide a => Log <= and either attach them or use the => Code Tag <=. 
Ensure private information is obfuscated

 

Best Regards

 

Steffen Baier

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
Reply
Was this reply helpful? Yes No

‎06-12-2025 05:15 AM

HP Recommended

Unfortunately, the telephone provider says they don't give support to third-party devices. So I'm trying to troubleshoot and understand if the fault is on my side or theirs. They haven't told me to install any certificates, they just said I have to run TLS and open port 5061.

 

I guess I'll have to check with them further.

 

BR,

Tommy

 

I 

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