VVX 600 with O365 - Fails to log in

[Anonymous]

I'm having an issue with a couple VVX 600's utilizing O365 and Cloud PBX.

We can login to Skype for business from our workstations just fine however we can't get the phones to log in.

I have done complete reset's and checked all of our settings multiple times but keep running into the exact same problem.

I have made sure the clock is configured properly, DHCP is handing out DNS and gateways properly etc.

Here is the latest log file from one of the phones.

1117094948|sip |4|00|SSL_get_error Error code=1,rc(-1)
1117094948|sip |4|00|TLS Listen Thread Exit
1117094948|sip |5|00|Send SSL_get_error nLen -1 nError 5 = error:00000000:lib(0):func(0):reason(0)
1117095020|btoe |4|00|PC port status is Down. Can not start BToE manager
1117095034|log |*|00|changed log level of 969 to 0
1117095034|log |*|00|changed log level of 1005 to 0
1117095034|log |*|00|changed log level of 1009 to 0
1117095034|log |*|00|Log render level set to 0
1117095044|copy |4|00|Configuration of URL failed
1117095044|cfg |4|00|Prov|Could not download file 0004f2dde8ce-web.cfg
1117095044|cfg |4|00|Prov|Uploading phoneWeb.cfg failed
1117095044|cfg |4|00|Prov|Update configuration failed
1117095101|cfg |5|00|Prm|Parameter reg.x.auth.useLoginCredentials requested type 2 but is of type 7
1117095101|so |4|00|[soRegistrationC] Login Credentials valid causing SoRegEventLine Changed
1117095101|app1 |4|00|[AppExchangeUiC::populateAutoDiscoverUrl] Internal & External EWS url's are empty
1117095101|ec |4|00|Email id availability status is 1.
1117095103|cfg |5|00|Prm|Parameter feature.broadsoftUcOne.enabled requested type 2 but is of type 7
1117095103|cfg |5|00|Prm|Parameter feature.broadsoftUcOne.enabled requested type 2 but is of type 7
1117095105|cfg |5|00|Prm|Parameter feature.broadsoftUcOne.enabled requested type 2 but is of type 7
1117095106|app1 |*|00|SoRegistrationEventLineChanged - success lineIndex 0 RegListSize 0
1117095106|app1 |*|00|SoRegistrationEventLast - new AppRegLineC, szUser = dprovorse@contoso.com
1117095106|sip |*|00|Sip UnRegister Usr:dprovorse@contoso.com Dsp:dprovorse Auth:'' Inx:0
1117095106|sip |*|00|SipUserRemove: user 0 being removed.
1117095106|sip |*|00|Sip Register Usr:dprovorse@contoso.com Dsp:dprovorse Auth:'Using Login Cred' Inx:0
1117095106|utilm|4|00|uBLFUnCompressed: File /ffs0/Config/Local/WebTicket/0/fedContactUrl.dom doesn't exist or is empty
1117095106|ec |4|00|Visual voice mail service is not yet started
1117095106|ec |4|00|Visual voice mail service is not yet started
1117095106|sip |4|00|SSL_get_error Error code=1,rc(-1)
1117095106|sip |4|00|TLS Listen Thread Exit
1117095106|sip |5|00|Send SSL_get_error nLen -1 nError 5 = error:00000000:lib(0):func(0):reason(0)
1117095110|sip |*|00|User removed
1117095138|sip |4|00|Registration failed User: dprovorse, Error Code:480 Temporarily not available
1117095138|btoe |4|00|PC port status is Down. Can not start BToE manager
1117095152|sip |4|00|SSL_get_error Error code=1,rc(-1)
1117095152|sip |4|00|TLS Listen Thread Exit
1117095152|sip |5|00|Send SSL_get_error nLen -1 nError 5 = error:00000000:lib(0):func(0):reason(0)
1117095224|btoe |4|00|PC port status is Down. Can not start BToE manager
1117095301|sip |4|00|SSL_get_error Error code=1,rc(-1)
1117095301|sip |4|00|TLS Listen Thread Exit
1117095301|sip |5|00|Send SSL_get_error nLen -1 nError 5 = error:00000000:lib(0):func(0):reason(0)
1117095333|btoe |4|00|PC port status is Down. Can not start BToE manager
1117095425|sip |4|00|SSL_get_error Error code=1,rc(-1)
1117095425|sip |4|00|TLS Listen Thread Exit
1117095425|sip |5|00|Send SSL_get_error nLen -1 nError 5 = error:00000000:lib(0):func(0):reason(0)
1117095457|btoe |4|00|PC port status is Down. Can not start BToE manager
1117095657|sip |4|00|SSL_get_error Error code=1,rc(-1)
1117095657|sip |4|00|TLS Listen Thread Exit
1117095657|sip |5|00|Send SSL_get_error nLen -1 nError 5 = error:00000000:lib(0):func(0):reason(0)
1117095729|btoe |4|00|PC port status is Down. Can not start BToE manager
1117095913|sip |4|00|SSL_get_error Error code=1,rc(-1)
1117095913|sip |4|00|TLS Listen Thread Exit
1117095913|sip |5|00|Send SSL_get_error nLen -1 nError 5 = error:00000000:lib(0):func(0):reason(0)
1117095945|btoe |4|00|PC port status is Down. Can not start BToE manager
1117100159|sip |4|00|SSL_get_error Error code=1,rc(-1)
1117100159|sip |4|00|TLS Listen Thread Exit
1117100159|sip |5|00|Send SSL_get_error nLen -1 nError 5 = error:00000000:lib(0):func(0):reason(0)
1117100231|btoe |4|00|PC port status is Down. Can not start BToE manager
1117100514|sip |4|00|SSL_get_error Error code=1,rc(-1)
1117100514|sip |4|00|TLS Listen Thread Exit
1117100514|sip |5|00|Send SSL_get_error nLen -1 nError 5 = error:00000000:lib(0):func(0):reason(0)
1117100546|btoe |4|00|PC port status is Down. Can not start BToE manager
1117100820|sip |4|00|SSL_get_error Error code=1,rc(-1)
1117100820|sip |4|00|TLS Listen Thread Exit
1117100820|sip |5|00|Send SSL_get_error nLen -1 nError 5 = error:00000000:lib(0):func(0):reason(0)
1117100852|btoe |4|00|PC port status is Down. Can not start BToE manager
1117101030|sip |4|00|SSL_get_error Error code=1,rc(-1)
1117101030|sip |4|00|TLS Listen Thread Exit
1117101030|sip |5|00|Send SSL_get_error nLen -1 nError 5 = error:00000000:lib(0):func(0):reason(0)
1117101102|btoe |4|00|PC port status is Down. Can not start BToE manager

[SteffenBaierUK]

Hello dprovorse,

welcome to the Polycom Community.

It is always useful to include the currently used UC 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

The general and the SIP logging should be at debug to check for any issues.

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

[Anonymous]

Here's the additional log information. I have tried installing our own certificate as well but it seems to make no difference.

1117103352|cfg |5|00|Prm|Parameter up.cfgUniqueLineLabel requested type 2 but is of type 7
1117103406|cfg |5|00|Prm|Parameter up.cfgUniqueLineLabel requested type 2 but is of type 7
1117103409|cfg |5|00|Prm|Parameter feature.broadsoftUcOne.enabled requested type 2 but is of type 7
1117103411|app1 |*|00|SoRegistrationEventLineChanged - success lineIndex 0 RegListSize 0
1117103411|app1 |*|00|SoRegistrationEventLast - new AppRegLineC, szUser = dprovorse@contoso.com
1117103411|sip |*|00|Sip UnRegister Usr:dprovorse@contoso.com Dsp:dprovorse Auth:'dprovorse@contoso.com' Inx:0
1117103411|sip |*|00|SipUserRemove: user 0 being removed.
1117103411|sip |*|00|Sip Register Usr:dprovorse@contoso.com Dsp:dprovorse Auth:'Using Login Cred' Inx:0
1117103411|utilm|4|00|uBLFUnCompressed: File /ffs0/Config/Local/WebTicket/0/fedContactUrl.dom doesn't exist or is empty
1117103411|ec |4|00|Visual voice mail service is not yet started
1117103411|ec |4|00|Visual voice mail service is not yet started
1117103415|cfg |4|00|Prov|CfgDhcpInformControl::ExtractOptions: DHCP ACK message failed initial validation. Skipping parsing of DHCP options.
1117103416|copy |4|00|Configuration of URL failed
1117103416|cfg |4|00|Prov|Could not download file 0004f2dde8ce-web.cfg
1117103416|cfg |4|00|Prov|Uploading phoneWeb.cfg failed
1117103416|cfg |4|00|Prov|Update configuration failed
1117103423|cfg |4|00|Prov|CfgDhcpInformControl::ExtractOptions: DHCP ACK message failed initial validation. Skipping parsing of DHCP options.
1117103426|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'contoso.com' found no records
1117103426|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'contoso.com' found no records
1117103426|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'contoso.com' found no records
1117103427|sip |*|00|User removed
1117103427|utilm|4|00|uBLFUnCompressed: File /ffs0/Config/Local/WebTicket/0/sip.usr doesn't exist or is empty
1117103453|tickt|*|00|*********************Start [webTicketPrintAll]*****************
1117103453|tickt|*|00|uiSlot [0]
1117103453|tickt|*|00|m_pcSipUser [dprovorse@contoso.com]
1117103453|tickt|*|00|m_pcSipUuid [abbc9ae5-d5b9-5817-9750-e12f93de2da9]
1117103453|tickt|*|00|m_pcNtlmUser [dprovorse@contoso.com]
1117103453|tickt|*|00|m_pcNtlmDomain []
1117103453|tickt|*|00|m_pcStsUri [https://webpoolbn11a05.infra.lync.com:443/CertProv/CertProvisioningService.svc]
1117103453|tickt|*|00|m_validUntil [0]
1117103453|tickt|*|00|m_validityDuration [0]
1117103453|tickt|*|00|m_bCertExists [0]
1117103453|tickt|*|00|m_bCertExpired [1]
1117103453|tickt|*|00|m_eCredentialType [2]
1117103453|tickt|*|00|m_bForCedReSign [1]
1117103453|tickt|*|00|m_pcExt [NULL]
1117103453|tickt|*|00|m_eLyncEnvironment [3]
1117103453|tickt|*|00|m_bLyncO365Enabled [1]
1117103453|tickt|*|00|m_eErrorCode [9]
1117103453|tickt|*|00|m_enInputEvent [23]
1117103453|tickt|*|00|m_csCertProvSvcUrl [https://webpoolbn11a05.infra.lync.com:443/CertProv/CertProvisioningService.svc]
1117103453|tickt|*|00|m_csWebTicketSvcUrl [https://webpoolbn11a05.infra.lync.com/WebTicket/WebTicketService.svc]
1117103453|tickt|*|00|m_csWebTicketProofUrl [https://webpoolbn11a05.infra.lync.com/CertProv/CertProvisioningService.svc/WebTicket_Proof_SHA1]
1117103453|tickt|*|00|m_csRootCertChainUrl []
1117103453|tickt|*|00|m_csFedDataMexUrl [http://nexus.microsoftonline-p.com/federationmetadata/2006-12/FederationMetaData.xml]
1117103453|tickt|*|00|m_csWebTicketServerPinAuth []
1117103453|tickt|*|00|m_csWebTicketServerCertAuth [https://webpoolbn11a05.infra.lync.com/WebTicket/WebTicketService.svc/cert]
1117103453|tickt|*|00|m_csOrgIDAuthEndPointUrl [https://login.microsoftonline.com/extSTS.srf
]
1117103453|tickt|*|00|m_csOrgIDAuthEndPointBaseUrl [https://login.microsoftonline.com]
1117103453|tickt|*|00|m_eLyncOnlineUserType [3]
1117103453|tickt|*|00|csTimeCreatedVal [NULL]
1117103453|tickt|*|00|csTimeExpVal [NULL]
1117103453|tickt|*|00|*********************End [webTicketPrintAll]*****************
1117103453|sip |4|00|TLS-DSK:soWebTicketCbFunc: SoWebTicketCb_ResponseError event triggered from the soWebTicket
1117103459|sip |4|00|SSL_get_error Error code=5,rc(-1)
1117103459|sip |4|00|TLS Listen Thread Exit
1117103511|cfg |5|00|Prm|Parameter reg.x.auth.useLoginCredentials requested type 2 but is of type 7
1117103511|so |4|00|[soRegistrationC] Login Credentials valid causing SoRegEventLine Changed
1117103511|app1 |4|00|[AppExchangeUiC::populateAutoDiscoverUrl] Internal & External EWS url's are empty
1117103511|ec |4|00|Email id availability status is 1.
1117103516|app1 |*|00|SoRegistrationEventLineChanged - success lineIndex 0 RegListSize 0
1117103516|app1 |*|00|SoRegistrationEventLast - new AppRegLineC, szUser = dprovorse@contoso.com
1117103516|sip |*|00|Sip UnRegister Usr:dprovorse@contoso.com Dsp:dprovorse Auth:'dprovorse@contoso.com' Inx:0
1117103516|sip |*|00|SipUserRemove: user 0 being removed.
1117103516|sip |*|00|Sip Register Usr:dprovorse@contoso.com Dsp:dprovorse Auth:'Using Login Cred' Inx:0
1117103516|utilm|4|00|uBLFUnCompressed: File /ffs0/Config/Local/WebTicket/0/fedContactUrl.dom doesn't exist or is empty
1117103516|ec |4|00|Visual voice mail service is not yet started
1117103516|ec |4|00|Visual voice mail service is not yet started
1117103516|cfg |5|00|Prm|Parameter feature.broadsoftUcOne.enabled requested type 2 but is of type 7
1117103516|cfg |5|00|Prm|Parameter feature.broadsoftUcOne.enabled requested type 2 but is of type 7
1117103518|cfg |5|00|Prm|Parameter feature.broadsoftUcOne.enabled requested type 2 but is of type 7
1117103519|cfg |4|00|Prov|CfgDhcpInformControl::ExtractOptions: DHCP ACK message failed initial validation. Skipping parsing of DHCP options.
1117103527|cfg |4|00|Prov|CfgDhcpInformControl::ExtractOptions: DHCP ACK message failed initial validation. Skipping parsing of DHCP options.
1117103530|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'contoso.com' found no records
1117103530|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'contoso.com' found no records
1117103530|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'contoso.com' found no records
1117103530|sip |*|00|User removed
1117103531|utilm|4|00|uBLFUnCompressed: File /ffs0/Config/Local/WebTicket/0/sip.usr doesn't exist or is empty
1117103602|sip |4|00|SSL_get_error Error code=1,rc(-1)
1117103602|sip |4|00|TLS Listen Thread Exit
1117103604|tickt|*|00|*********************Start [webTicketPrintAll]*****************
1117103604|tickt|*|00|uiSlot [0]
1117103604|tickt|*|00|m_pcSipUser [dprovorse@contoso.com]
1117103604|tickt|*|00|m_pcSipUuid [abbc9ae5-d5b9-581-9750-e12f93de2da9]
1117103604|tickt|*|00|m_pcNtlmUser [dprovorse@contoso.com]
1117103604|tickt|*|00|m_pcNtlmDomain []
1117103604|tickt|*|00|m_pcStsUri [https://webpoolbn11a05.infra.lync.com:443/CertProv/CertProvisioningService.svc]
1117103604|tickt|*|00|m_validUntil [0]
1117103604|tickt|*|00|m_validityDuration [0]
1117103604|tickt|*|00|m_bCertExists [0]
1117103604|tickt|*|00|m_bCertExpired [1]
1117103604|tickt|*|00|m_eCredentialType [2]
1117103604|tickt|*|00|m_bForCedReSign [1]
1117103604|tickt|*|00|m_pcExt [NULL]
1117103604|tickt|*|00|m_eLyncEnvironment [3]
1117103604|tickt|*|00|m_bLyncO365Enabled [1]
1117103604|tickt|*|00|m_eErrorCode [9]
1117103604|tickt|*|00|m_enInputEvent [23]
1117103604|tickt|*|00|m_csCertProvSvcUrl [https://webpoolbn11a05.infra.lync.com:443/CertProv/CertProvisioningService.svc]
1117103604|tickt|*|00|m_csWebTicketSvcUrl [https://webpoolbn11a05.infra.lync.com/WebTicket/WebTicketService.svc]
1117103604|tickt|*|00|m_csWebTicketProofUrl [https://webpoolbn11a05.infra.lync.com/CertProv/CertProvisioningService.svc/WebTicket_Proof_SHA1]
1117103604|tickt|*|00|m_csRootCertChainUrl []
1117103604|tickt|*|00|m_csFedDataMexUrl [http://nexus.microsoftonline-p.com/federationmetadata/2006-12/FederationMetaData.xml]
1117103604|tickt|*|00|m_csWebTicketServerPinAuth []
1117103604|tickt|*|00|m_csWebTicketServerCertAuth [https://webpoolbn11a05.infra.lync.com/WebTicket/WebTicketService.svc/cert]
1117103604|tickt|*|00|m_csOrgIDAuthEndPointUrl [https://login.microsoftonline.com/extSTS.srf
]
1117103604|tickt|*|00|m_csOrgIDAuthEndPointBaseUrl [https://login.microsoftonline.com]
1117103604|tickt|*|00|m_eLyncOnlineUserType [3]
1117103604|tickt|*|00|csTimeCreatedVal [NULL]
1117103604|tickt|*|00|csTimeExpVal [NULL]
1117103604|tickt|*|00|*********************End [webTicketPrintAll]*****************
1117103604|sip |4|00|TLS-DSK:soWebTicketCbFunc: SoWebTicketCb_ResponseError event triggered from the soWebTicket
1117103804|cfg |4|00|Prov|CfgDhcpInformControl::ExtractOptions: DHCP ACK message failed initial validation. Skipping parsing of DHCP options.
1117103812|cfg |4|00|Prov|CfgDhcpInformControl::ExtractOptions: DHCP ACK message failed initial validation. Skipping parsing of DHCP options.

[SteffenBaierUK]

Same answer as before

Hello dprovorse,

welcome to the Polycom Community.

It is always useful to include the currently used UC 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

The general and the SIP logging should be at debug to check for any issues.

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

[Anonymous]

Sorry forgot version info.

Phone Information
Phone Model VVX 600
Part Number 3111-44600-001 Rev:A
MAC Address 00:04:F2:DD:E8:CE
IP Address 10.99.50.91
UC Software Version 5.4.0.10182
Updater Version 5.6.0.14237

[SteffenBaierUK]

---

@SteffenBaierUK wrote:

The general and the SIP logging should be at debug to check for any issues.

---

[Anonymous]

This is where it looks like its failing

1117104843|sip |1|00|MsgSipTcpPacket
1117104843|sip |3|00|CTcpSocket::OnRecvData
1117104843|sip |1|00|SipOnCommand: response 401,REGISTER
1117104843|sip |1|00|SipOnCommand: response 401,REGISTER matches user 1 of 1 'dprovorse'
1117104843|sip |3|00|UA Client Non-INVITE REGISTER trans state 'callingTrying'->'completed' by 401 resp 10 timeout(0x40e67288)
1117104843|sip |2|00|CTrans:: REGISTER NonInv reTrans ALREADY stopped in 'completed' state at retryCount 0 code 401, timeout=10 (0x40e67288)
1117104843|sip |3|00|401 challenge received
1117104843|sip |2|00|new UA Client Non-INVITE trans state 'callingTrying', timeout=0 (0x40e61c08)
1117104843|sip |2|00|CStkAuth::ParseAuthenticateHeader: TLS-DSK parsing enabled
1117104843|sip |2|00|CStkAuth::ParseAuthenticateHeader: TLS-DSK parsing enabled
1117104843|sip |2|00|CStkAuth::ParseAuthenticateHeader: TLS-DSK parsing enabled
1117104843|sip |2|00|CStkAuth::ParseAuthenticateHeader: TLS-DSK parsing enabled
1117104843|sip |1|00|TLS-DSK: Setting of Client Certificate failed due to (33558530) error:02001002:system library:fopen:No such file or directory
1117104843|sip |1|00|TLS-DSK: Setting of Client Private key failed due to (537346050) error:20074002:BIO routines:FILE_CTRL:system lib
1117104843|sip |3|00|m_nTLSDSKState = TLSDSK_INIT
1117104843|utilm|4|00|uBLFUnCompressed: File /ffs0/Config/Local/WebTicket/0/sip.usr doesn't exist or is empty
1117104843|sip |3|00|m_nTLSDSKState = TLSDSK_INIT soWebTicketUserCertGet() rc:-1
1117104843|sip |3|00|Cert validityDuration is 0
1117104843|sip |3|00|Cert Valid Until 0
1117104843|sip |2|00|CStkTlsDsk:ParseMsgHdr Cert Valid=0,Credential Type=2
1117104843|sip |2|00|CStkTlsDsk:ParseMsgHdr Invalid Certificate..Forcing a re-sgin
1117104843|sip |0|00|m_nTLSDSKState = TLSDSK_INIT bAutoKickStartTLSDSK:0. rc 1 expires 0
1117104843|sip |1|00|Dialog 'id046c0cdb' State 'Trying'->'Terminated'

[SteffenBaierUK]

Hello dprovorse,

Only having a quick look I see:

1117104843|sip |2|00|CStkTlsDsk:ParseMsgHdr Invalid Certificate..Forcing a re-sgin

I suggest you contact the WESTCON GROUP EUROPEAN OPERATIONS LTD who sold this phone so they can open a support ticket for you.

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