VVX 600 with Office 365 & Skype for Business - which firmware version?

[Anonymous]

I am doing a pilot for Office 365 E5 with PSTN. I puchased one VVX 600 and upgraded it to the latest firmware (5.4.2.0334). I see several issues. The biggest ones are

- inbound calls - the phone rings, but when I pick up the caller continues to hear ringing and lands in the voice mailbox

- outbound calls - I get a dial tone but the line seems to be dead

- I get logged out of Lync intermittently

- The phone wants to constantly reboot and "upgrade"  to an earlier firmware version.

I suspect that there are several issues with my configuration.

testconnectivity.microsoft.com reports no issues, but I see DNS errors in the phone's log that are inconsistent with what Office 365 asked me to set up, e.g.

0202095905|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'mydomain.net' found no records
0202095905|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'sipinternal.mydomain.net' found no records
0202095905|sip |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'sipexternal.mydomain.net' found no records
0202095905|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'autodiscover.mydomain.net' found no records
 

Maybe a DHCP/DNS server issue.

Before I spend a lot more time, I would like to get confirmation that the firmware that I am on, which is the latest that is listed by the web gui, is the one that I am supposed to be using with Office 365.

Thanks.

[SteffenBaierUK · Accepted solution]

Hello cdonner,

welcome to the Polycom Community.

I added today to the community's Skype FAQ this post here:

Feb 02, 2016 Question:How can I prevent a Polycom VVX Business Media Phone to be downgraded / upgraded automatically via Skype for Business and/or Office365?

Resolution:Download, unpack and import the attached lyncDeviceUpdateEnabledOFF.zip

In regards of the DNS errors some are normali f not all records are present but we would need to see more logs.

The fact that the Unit rings shows it is registered but the call setup fails as most likely some STUN / ICE negotiation fails due local firewall restrictions.

I suggest to work with Microsoft support or alternately contact your Polycom reseller so they can raise a case with our support team.

Mar 8, 2012 Question: What kind of support should I expect from the Community?
Clarification: Please check => here <=

The above explains this in detail.

If all fails please provide the MAC address of the unit.

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]

Thank you, Steffen. I found your post with the config change already and applied it. I now have provisioning set up and the change did not take right away, but after doing it again it seems to no longer ask me to downgrade. As far as my original question goes, you seem to imply that it is fine to use the latest firmware, even though it is not the version that Microsoft pushes.

As far as the other issues are concerned, I am making slow progress. Once I reset the phone to factory settings and started over with the Lync configuration, I was able to make outbound calls and receive inbound calls.

We just signed up with a Microsoft partner to help us with the Office 365 integration, but because E5 is new to them as well, I see myself doing some of the legwork. I am still learning, and there is a lot to learn. 

The phone still logs me out every few minutes and says "Exchange Server busy". The Office 365 dashboard has been listing Skype for Business as "Service degraded" since yesterday. I am starting to ask myself if the decision to move to Skype for Business was a bit premature. Our plain old PBX in the cloud with the Cisco phones was inexpensive, easy to set up, and just worked.

[Anonymous]

Actually, I have to take this back. I applied the configuration change several times now, but the phone still rebooted several times today and keeps asking me to downgrade. My next step will be to just load the firmware version that it wants.

[Anonymous]

I have been having the exact same issue. Even with the config file they still force downgrade after a little while.

I have confirmed that the time to check works and you can turn off the upgrade notification but you can't get it to ignore the 0365 supplied update which is the older .A release.

[SteffenBaierUK]

Hello all,

I contacted our Skype for Business specialists and they confirmed that the Skype server provided firmware is the one you need to run on the phone.

Could all of you please provide a MAC address of the unit so we can figure a way to get some support assigned?

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