Polycom VVX411 not logging into Lync when on Voice Vlan

[Anonymous]

Hi Team,

I am new to the group and Polycom phones and cannot get our Polycom VVX411 to log into Lync 2013.

If I have the phone on our Data network where the Lync server resides it logs in no problem.

When putting the phone on a Voice Vlan it boot up, gets an IP from the correct DHCP server, all options are set the same on the data and voice DHCP Scope but the phone does not log in.

I can access the phone from our Data network while it is in the Voice VLAN so routing is OK.

I am out of ideas and hope I can find some help here.

Details:

Polycom VVX411

UC Software Version: 5.4.1.17954

Updater Version: 5.6.1.23318

Log file below:

0914190046|app1 |*|00|Event: Multiple Key Combo 1
0914190046|app1 |*|00|Manual Reboot
0914190046|app1 |4|00|Sending restart/reboot event to exchange
0914190046|ldap |4|00|ldapXfer::start:xferStart failed cState=-1
0914190046|app1 |*|00|AppC::appReboot cDynamicData shutdown complete
0914190046|ec |4|00|Removing web ticket service
0914190046|ec |4|00|Removed web ticket service
0914190046|so |*|00|SoNcasC::procMsg: Client service shutdown complete
0914190113|wdog |*|00|Watchdog Expired: tSupObjs, 8
0914190113|log |*|00|---------- Final log entry ----------
000013.507|log |*|00|---------- Initial log entry ----------
000013.252|rdisk|*|00|Initial log entry. Current logging level 4
000013.256|rdisk|*|00|RAM disk created and mounted at "/rfs0"
000013.257|rdisk|*|00|RAM disk created, size: 16,777,216 bytes
000013.492|so |*|00|Platform: Model=VVX 411, Assembly=3111-48450-001 Rev=A Region=0
000013.494|so |*|00|Platform: Interface eth0 MAC=64167f18fac9
000013.495|so |*|00|Platform: BootBlock=3.0.5.0036 (48450-001) 13-Oct-15 16:55
000013.496|so |*|00|Platform: BootL1=1.0.0.0013 (48450-001) 13-Oct-15 16:51
000013.500|so |*|00|Platform: Updater=5.6.1.23318 24-May-16 15:46
000013.500|so |*|00|Application, main: Label=SIP, Version=Danube1 5.4.1.17954 24-May-16 15:23
000013.500|so |*|00|Application, main: P/N=3150-11530-541
000013.500|rdisk|*|00|RAM disk created, size: 16,777,216 bytes
000013.503|ocsp |*|00|O.C.S.P. Enabled = 0
000013.546|tls |*|00|Initial log entry. Current logging level 4
000013.583|pmt |*|00|Initial log entry. Current logging level 4
000013.592|wdog |*|00|Initial log entry. Current logging level 4
000013.592|ethf |*|00|Initial log entry. Current logging level 4
000013.592|hw |*|00|Initial log entry. Current logging level 4
000013.595|ares |*|00|Initial log entry. Current logging level 4
000013.597|dns |*|00|Initial log entry. Current logging level 4
000013.597|cfg |*|00|Initial log entry. Current logging level 4
000013.597|cfg |*|00|Prm|cfgParamBaseProfileUpdate: Using Base Profile Lync
000013.611|dot1x|*|00|Initial log entry. Current logging level 4
000013.755|lic |*|00|Initial log entry. Current logging level 4
000013.767|hw |4|00|hwDescSecurityCombinedValidate: CRC 54d0a56e does not match expected 363ec153
000013.767|lic |5|00|cfgCfsFlashKeyScratchLoad: could not load flash len 976
000013.768|lic |*|00|License expiry check in 62014 seconds
000014.122|curl |*|00|Initial log entry. Current logging level 4
000014.122|utilm|*|00|Initial log entry. Current logging level 4
000014.122|copy |*|00|Initial log entry. Current logging level 4
000014.126|rtos |*|00|Initial log entry. Current logging level 4
000014.132|sec |*|00|Initial log entry. Current logging level 4
000014.140|so |*|00|Configuration files: 000000000000_profile.cfg
000014.140|so |*|00|Configuration file "000000000000_profile.cfg" SHA1 digest: A618F0C579EC37196B4EDE0155871F1C49296DBC
000014.145|log |*|00|Log render level set to 1
000014.155|pcap |*|00|On-Phone Packet Capture disabled
000014.158|srtp |*|00|Initial log entry. Current logging level 4
000014.164|cfg |5|00|Prm|Parameter 0 is out of range
000014.173|res |*|00|Initial log entry. Current logging level 4
000014.175|httpa|*|00|Initial log entry. Current logging level 4
000014.175|lldp |*|00|Initial log entry. Current logging level 4
000014.175|cdp |*|00|Initial log entry. Current logging level 4
000014.177|pcd |*|00|Initial log entry. Current logging level 4
000014.191|ssps |*|00|Initial log entry. Current logging level 4
000014.203|ssps |5|00|Allocated 36992 bytes for SspsHdiMemBase=0x1153478
000014.206|ssps |*|00|sspsDspLoad: found SubVino2 34.
000014.519|ssps |*|00|sspsMain: sspsDspLoad successful using default image.
000014.520|so |*|00|System Info Reports:
000014.520|so |*|00| Cpu is ARMv6-compatible processor rev 7 (v6l), ID: 0x111880b0, running at 500MHz.
000014.520|so |*|00| Board is identified as PolycomVVX-VVX_411.
000014.520|so |*|00| DRAM_SIZE: 224 MB
000014.520|so |*|00| NAND flash detected is 20
000014.520|key |*|00|Initial log entry. Current logging level 4
000014.548|httpd|*|00|Initial log entry. Current logging level 4
000014.552|poll |*|00|Initial log entry. Current logging level 4
000014.554|push |*|00|Initial log entry. Current logging level 4
000014.554|poll |*|00|Initial log entry. Current logging level 4
000014.555|poll |*|00|Initial log entry. Current logging level 4
000014.556|rest |*|00|Initial log entry. Current logging level 4
000014.559|poll |*|00|Initial log entry. Current logging level 4
000014.559|poll |*|00|Initial log entry. Current logging level 4
000014.559|poll |*|00|Initial log entry. Current logging level 4
000014.561|ht |*|00|Initial log entry. Current logging level 4
000014.561|ht |*|00|HTTP TA Initialized
000014.563|dbuf |*|00|Initial log entry. Current logging level 4
000014.566|ssps |*|00|sspsMain: Set HDI mem to be 0, was 0
000014.579|ice |*|00|Initial log entry. Current logging level 4
000014.579|afe |*|00|Initial log entry. Current logging level 6
000014.588|ssps |*|00|Application, comp. 1: Label=PolyDSP Vino BCM11189 Mem1 FS5, Version=8.4.4.1012 22-Oct-2015 08:50
000014.588|ssps |*|00|Application, comp. 1: P/N=3150-11580-844.
000014.673|pps |*|00|Initial log entry. Current logging level 4
000014.673|sip |*|00|Initial log entry. Current logging level 4
000014.674|sipt |*|00|Initial log entry. Current logging level 4
000014.674|sipp |*|00|Initial log entry. Current logging level 4
000014.684|ptt |*|00|Initial log entry. Current logging level 4
000014.688|xmpp |*|00|Initial log entry. Current logging level 4
000014.692|btoe |*|00|Initial log entry. Current logging level 4
000014.697|pdect|*|00|Initial log entry. Current logging level 4
000014.699|btoe |5|00|PpsBtoeC::ppsProcMsg thread launched
000014.757|so |5|00|soCoreAudio compiledOffsetsApply error: unrecognized verAudio 34 for USB headset
000015.721|pwrsv|*|00|Initial log entry. Current logging level 4
000015.756|so |*|00|Using TCP IP Media Port, configured initial RTP port 2222
000015.804|usb |*|00|Initial log entry. Current logging level 4
000015.810|pwr |*|00|Initial log entry. Current logging level 4
000015.811|pwr |5|00|Initialising Power Manager - Polyapp
000015.811|sshc |*|00|Initial log entry. Current logging level 4
000015.811|gbLoc|*|00|Initial log entry. Current logging level 4
000015.817|app1 |*|00|Initial log entry. Current logging level 4
000015.850|btoe |5|00|PpsBtoeC Callback is set
000015.852|pwr |5|00|Powering up USB ports from Power Manager usb0power 1 usb1power 1
000015.884|app1 |*|00|AppPhoneC::AppPhoneC() Number Of Line Keys = 48
000015.884|app1 |*|00|AppPhoneC::AppPhoneC() - new AppRegLineC, Default user
000015.907|cfg |5|00|Prm|Parameter regOnPhone requested type 2 but is of type 0
000015.965|ldap |*|00|Initial log entry. Current logging level 4
000015.966|abs |*|00|Initial log entry. Current logging level 4
000016.100|efk |*|00|Initial log entry. Current logging level 4
000016.176|flk |*|00|Initial log entry. Current logging level 4
000016.179|cfg |5|00|Prm|Parameter feature.flexibleLineKey.enable requested type 2 but is of type 7
000016.182|cmp |*|00|Initial log entry. Current logging level 4
000016.184|wmgr |*|00|Initial log entry. Current logging level 4
000016.207|slog |*|00|Initial log entry. Current logging level 3
000016.549|so |4|00|SoKeyC::procMsg unexpected message 4099
000017.182|wdog |*|00|Hw Watchdog timer interface successfully opened from polyapp
000018.446|pgui |*|00|Initial log entry. Current logging level 4
000026.033|rtos |4|00|Error [Address family not supported by protocol]: Unable to send router solicitation
000026.552|rtos |4|00|Error [Address family not supported by protocol]: Unable to send router solicitation
000026.553|dhcpc|*|00|Initial log entry. Current logging level 4
000027.006|rtos |4|00|Error [Address family not supported by protocol]: Unable to send router solicitation
000031.759|pgui |*|00|Qt Mouse driver created.
000033.591|em |*|00|Initial log entry. Current logging level 4
000033.629|dbs |*|00|Initial log entry. Current logging level 4
000033.647|osd |*|00|Initial log entry. Current logging level 4
000033.971|clist|*|00|Initial log entry. Current logging level 4
000033.993|clist|4|00|dbCfg::getServerDir:Unknown dbCfg type
000033.993|clist|4|00|dbCfg::getServerDir:Unknown dbCfg type
000033.995|clist|4|00|dbCfg::getServerDir:Unknown dbCfg type
000033.996|clist|4|00|dbCfg::getServerDir:Unknown dbCfg type
000033.999|clist|4|00|dbCfg::getServerDir:Unknown dbCfg type
000034.000|clist|4|00|dbCfg::getServerDir:Unknown dbCfg type
000034.015|clist|4|00|dbCfg::getServerDir:Unknown dbCfg type
000034.016|clist|4|00|dbCfg::getServerDir:Unknown dbCfg type
000034.022|clist|4|00|dbCfg::getServerDir:Unknown dbCfg type
000034.023|clist|4|00|dbCfg::getServerDir:Unknown dbCfg type
000034.781|clist|4|00|dbSet::startLoadLocalSet:No local copy, requesting backup from server
000034.782|copy |4|00|Configuration of URL failed
000035.117|clist|4|00|dbIO::processResult:no host
000035.118|copy |4|00|Configuration of URL failed
000035.123|clist|4|00|dbSet::startLoadLocalSet:No local copy, requesting backup from server
000035.123|clist|4|00|dbSet::load:cleared load error state m_sync=<0x40>
000035.134|clist|4|00|dbIO::processResult:no host
000035.134|clist|4|00|dbSet::srv2mem:'64167f18fac9-directory.xml' File transfer failed, trying to get local file
000035.136|copy |4|00|Configuration of URL failed
000035.147|clist|4|00|dbIO::processResult:no host
000035.148|copy |4|00|Configuration of URL failed
000035.160|clist|4|00|dbIO::processResult:no host
000035.161|clist|4|00|dbSet::srv2mem:'000000000000-directory.xml' File transfer failed, trying to get local file
000035.222|clist|4|00|dbSet::load:cleared load error state m_sync=<0x40>
000035.223|copy |4|00|Configuration of URL failed
000035.235|clist|4|00|dbIO::processResult:no host
000035.236|clist|4|00|dbSet::srv2mem:'64167f18fac9-directory.xml' File transfer failed, trying to get local file
000035.612|app1 |*|00|[AppHybridC]: App is completely initialized.
000035.651|clist|4|00|dbSet::load:cleared load error state m_sync=<0x40>
000035.652|copy |4|00|Configuration of URL failed
000035.663|clist|4|00|dbIO::processResult:no host
000035.664|clist|4|00|dbSet::srv2mem:'000000000000-directory.xml' File transfer failed, trying to get local file
000035.705|clist|4|00|dbSet::load:cleared load error state m_sync=<0x40>
000035.706|copy |4|00|Configuration of URL failed
000035.719|clist|4|00|dbIO::processResult:no host
000035.719|clist|4|00|dbSet::srv2mem:'000000000000-directory.xml' File transfer failed, trying to get local file
000035.827|brow |*|00|Initial log entry. Current logging level 4
000040.792|ec |*|00|Initial log entry. Current logging level 4
000040.983|app1 |4|00|[AppExchangeUiC::populateAutoDiscoverUrl] Internal & External EWS url's are empty
000042.300|ec |4|00|Removing web ticket service
000042.301|ec |4|00|Removed web ticket service
000042.304|ec |4|00|Email id availability status is 1.
000057.511|cfg |*|00|RT| Phone IP address is 10.21.100.125.
000057.512|cfg |*|00|RT| Subnet mask is 255.255.255.0.
000057.512|cfg |*|00|RT| Gateway address is 10.21.100.254.
000057.512|cfg |*|00|RT| DNS server is 192.168.164.12.
000057.512|cfg |*|00|RT| DNS alternate server is 192.168.164.13.
000057.512|cfg |*|00|RT| DNS domain is gam.local.
000057.512|cfg |*|00|RT| Time server is 192.168.164.12.
000057.512|cfg |*|00|RT| Time server is 192.168.164.13.
000057.512|cfg |*|00|RT| GMT offset is 0 seconds.
000057.515|dns |*|00|DNS resolver servers are '192.168.164.12' '192.168.164.13'
000057.515|dns |*|00|DNS resolver search domain is 'gam.local'
000057.516|cfg |*|00|RT|Primary IP: 10.21.100.125 subnet mask 255.255.255.0
000057.516|dect |*|00|Initial log entry. Current logging level 4
000057.517|dect |4|00|createCmbsDectInstance :: cmbs Dect Instance is created
000057.518|dect |4|00|## --------------- PC port is not up, so not starting pc port pairing
000057.518|clist|4|00|dbSet::startLoadLocalSet:No local copy, requesting backup from server
000057.518|clist|4|00|dbSet::load:cleared load error state m_sync=<0x40>
000057.529|copy |4|00|Configuration of URL failed
000057.542|clist|4|00|dbIO::processResult:no host
000057.543|copy |4|00|Configuration of URL failed
000057.554|clist|4|00|dbIO::processResult:no host
000057.554|clist|4|00|dbSet::srv2mem:'64167f18fac9-directory.xml' File transfer failed, trying to get local file
000057.559|clist|4|00|dbSet::load:cleared load error state m_sync=<0x40>
000057.560|copy |4|00|Configuration of URL failed
000057.572|clist|4|00|dbIO::processResult:no host
000057.572|clist|4|00|dbSet::srv2mem:'000000000000-directory.xml' File transfer failed, trying to get local file
000101.521|so |*|00|Network initialized. Starting network tasks.
000101.531|tickt|*|00|Initial log entry. Current logging level 4
000101.532|loc |*|00|Initial log entry. Current logging level 4
000101.542|log |*|00|Install file upload callback for 'so'
000101.545|btoe |5|00|MsgPpsNcasProcessStartStopCmnd: Starting Pairing
000101.545|btoe |4|00|PC port status is Down. Can not start BToE manager
000101.552|copy |4|00|Configuration of URL failed
0914100225|app1 |5|00| AppRegLineC::SignInOut m_nLineIndex= 0 and m_nLineTerminationType =1
0914100225|so |4|00|[SoNcasC]: appncascontext termination:1
0914100225|so |4|00|[SoNcasC]: Case Handling termination:1
0914100225|sip |*|00|Sip Register Usr:VVX411 Dsp:VVX 411 Auth:'Using Login Cred' Inx:0
0914100225|utilm|4|00|uBLFUnCompressed: File /ffs0/Config/Local/WebTicket/0/fedContactUrl.dom doesn't exist or is empty
0914100225|sip |*|00|Fast Boot Measurement Point: Ready for Call, uptime: 61.617 sec.
0914100225|app1 |4|00|Corporate directory is not Enabled.
0914100225|app1 |4|00|MWI information : new message count is '0'
0914100225|utilm|4|00|uBLFUnCompressed: File /ffs0/Config/Local/WebTicket/0/sip.usr doesn't exist or is empty
0914100225|res |4|00|[ResFinderC]: Download - Failed to download file VVXLocalization/Japanese_Japan/VVX-dictionary.xml, errno 0x2.
0914100225|clist|4|00|dbCfg::getServerDir:Unknown dbCfg type
0914100225|clist|4|00|dbCfg::getServerDir:Unknown dbCfg type
0914100225|moh |*|00|Initial log entry. Current logging level 4
0914100225|moh |4|00|SoNcasMohC::soNcasMohFileDownload: Music On Hold file provisioning is not supported for config source=0
0914100225|ec |4|00|Got new timezone UTC0UTC,J71/2:0:0,J309/2:0:0
0914100225|acom |4|00|App "ec" has failed to read a message, error number = 92
0914100225|acom |5|00|AppComServer encountered a connection error.
0914100225|acom |4|00|Application ec from 127.0.0.1 [41958] has been disconnected.
0914100225|ec |4|00|Removed the Core Com connection before deleting
0914100225|cfg |*|00|Prov|Starting to provision
0914100225|copy |4|00|Configuration of URL failed
0914100225|copy |4|00|Configuration of URL failed
0914100225|cfg |4|00|Prov|Download of master configuration file failed
0914100225|cfg |4|00|Prov|Trying to boot from existing configuration
0914100225|cfg |4|00|Prov|Update configuration failed
0914100225|cfg |4|00|Prov|Not setting device parameters since configuration was not updated.
0914100225|cfg |*|00|Prov|Finished updating configuration
0914100225|copy |4|00|Configuration of URL failed
0914100225|log |4|00|UtilLogServerC::uploadFifoLog: upload error. protocol 0 result = 0
0914100225|log |4|00|Failed to upload boot log on start up.
0914100225|copy |4|00|Configuration of URL failed
0914100225|log |4|00|UtilLogServerC::uploadFifoLog: upload error. protocol 0 result = 0
0914100229|copy |4|00|Configuration of URL failed
0914100229|cfg |4|00|Web|[cfgSaProcessRequestC] Failed to download language file from provisioning server, request path Website_dictionary_language_en-gb.xml
0914100229|utilm|4|00|uBLFCompressed: File /ffs0/languages/Website_dictionary_language_en-gb.xml.zzz does not exist or is empty
0914100229|cfg |4|00|Web|[cfgSaProcessRequestC] Website_dictionary_language_en-gb.xml Language file doesn't exist in cache
0914100229|cfg |4|00|Web|[cfgSaProcessRequestC] Website_dictionary_language_en-gb.xml Language file doesn't exist in phone flash
0914100229|copy |4|00|Configuration of URL failed
0914100229|cfg |4|00|Web|[cfgSaProcessRequestC] Failed to download language file from provisioning server, request path Website_dictionary_language_en-gb.xml
0914100229|utilm|4|00|uBLFCompressed: File /ffs0/languages/Website_dictionary_language_en-gb.xml.zzz does not exist or is empty
0914100229|cfg |4|00|Web|[cfgSaProcessRequestC] Website_dictionary_language_en-gb.xml Language file doesn't exist in cache
0914100229|cfg |4|00|Web|[cfgSaProcessRequestC] Website_dictionary_language_en-gb.xml Language file doesn't exist in phone flash
0914100230|ec |*|00|Initial log entry. Current logging level 4
0914100230|app1 |4|00|[AppExchangeUiC::populateAutoDiscoverUrl] Internal & External EWS url's are empty
0914100231|ec |4|00|Removing web ticket service
0914100231|ec |4|00|Removed web ticket service
0914100231|ec |4|00|Email id availability status is 1.
0914100236|copy |4|00|Configuration of URL failed
0914100236|cfg |4|00|Web|[cfgSaProcessRequestC] Failed to download language file from provisioning server, request path Website_dictionary_language_en-gb.xml
0914100236|utilm|4|00|uBLFCompressed: File /ffs0/languages/Website_dictionary_language_en-gb.xml.zzz does not exist or is empty
0914100236|cfg |4|00|Web|[cfgSaProcessRequestC] Website_dictionary_language_en-gb.xml Language file doesn't exist in cache
0914100236|cfg |4|00|Web|[cfgSaProcessRequestC] Website_dictionary_language_en-gb.xml Language file doesn't exist in phone flash
0914100431|cfg |5|00|Prm|Parameter device.prov.lyncDeviceUpdateEnabled requested type 7 but is of type 1
0914100440|cfg |5|00|Prm|Parameter device.prov.lyncDeviceUpdateEnabled requested type 7 but is of type 1

[SteffenBaierUK]

Hello Sebastian1,

welcome to the Polycom Community.

A couple of things.

1. You are not using a currently supported version so I suggest to upgrade to UC Software 5.6.0 before anything.
   
   
2. You are stating the phone is not signing into LYNC but you do not specify if this is using a username and password or PIN and Extension

I suggest you check the various FAQ's to provide more detailed logs.

The community's VoIP FAQ contains this post here:

Jul 10, 2013 Question: How can I use VLAN's with Polycom phones?

Resolution: Please check => here <=

and

Jul 11, 2014 Question: Why can we not sign into LYNC via Pin & Extension?

Resolution: Please verify that the phone has the correct time and the Option 43 and Option 120 is setup in the DHCP scope as explained => here <= or => here <= 

and

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

Resolution: Have a look => here <=

If the above fails and you are not able to get the logs you can wait for another community member to try and help you or escalate into your reseller.

We sold the phone via PRINCETON LTD back in 17/08/2017 so they would be your Tier 1 support contact.

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 · Accepted solution]

The issue was caused by a routing misconfiguration to the CA server.

Once the routing was fixed the phones signed in OK.