Solved: Skype for Business sign in failed VVX 411 - HP Support Community

Anonymous · ‎06-13-2018

I am trying to log in to Skype for Business on my Polycom VVX 411 phone and it fails every time. I have tried "user credentials", "web sign-in", rebooting the phone, and using the web configurator but nothing has worked.

I am using

UC Software Version 5.6.0.17325

and

Updater Version 5.8.0.19248

The logs are attached.

SteffenBaierUK · ‎06-14-2018

Hello @mhurley,

Yet after all this you did not think to attach the logs so other members can verify your changes ?

Please go ahead and escalate this into Polycom support.

In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you.

End Customers are unable to open a ticket directly with Polycom support.

If this is some sort of an Internet discounter please post either your phone's MAC address or your Polycom devices serial so I can look up who would be able to support you. This may not be who you purchased the Polycom device from.

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: 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

View solution in original post

SteffenBaierUK · ‎06-13-2018

Hello @mhurley,

welcome to the Polycom Community.

The community's Skype for Business FAQ contains this post here:

Jan 17, 2017 Question:How can I troubleshoot simple Skype for Business, LYNC or Office365 issues?

Resolution: Have a look => here <=

The above explains in the first post to ensure the phone has the right time.

Please correct this and then retry.

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: 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

Anonymous · ‎06-14-2018

Following the FAQ you directed me to I uploaded configuration files to change the time, changed the SNTP server in both the phone and the web configurator, disabled the DHCP, and set a new DNS server. Nothing has worked to set the correct time and date on the phone, and it still does not sign in and find service.

SteffenBaierUK · ‎06-14-2018

Hello @mhurley,

Yet after all this you did not think to attach the logs so other members can verify your changes ?

Please go ahead and escalate this into Polycom support.

In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you.

End Customers are unable to open a ticket directly with Polycom support.

If this is some sort of an Internet discounter please post either your phone's MAC address or your Polycom devices serial so I can look up who would be able to support you. This may not be who you purchased the Polycom device from.

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: 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

Skype for Business sign in failed VVX 411

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