Category Archives: Polycom

Sign-in canceled due to internal error – CX500 and CX600

21 Tuesday Jan 2014

Posted by in CX500, CX500 Internal Error, Polycom

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Issue
The Lync phones (CX500 and CX600) no longer sign in to Lync 2013. Error message states “Please verify that the domain entered is correct“

After factory resetting the phone I still got the same error briefly followed by “Sign-in canceled due to internal error.Please try again“


I tested to see if the credentials were working with:

Test-CsPhoneBootstrap -PhoneOrExt “2705” -PIN “12121”

I checked the DNS setup
Lync Phones usually require as a minimum Option 42 and Option 120 (then enable DHCP Options on the Front End with .

set-CsRegistrarConfiguration -EnableDHCPServer $true

I tested the DHCP options with the DHCPUtil.exe -emulateclient
I also ran wireshark to see the client getting the DHCP options, connecting to Lync, negotiating certificates and then just stop as if the credentials were incorrect

Cause
Unknown…
Even though the traces showed that the phone was getting all the required DHCP options and the phone was chatting to the Lync Front End, I still had no success signing in.

Fix
I am not hugely excited about the Phone Logs so before I resorted to digging into them I simply ran through the Lync Deployment Wizard (Step 2)…

That did the trick “sigh”

Other potential causes
http://support.microsoft.com/kb/2464556

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CX500 – Network error

14 Thursday Feb 2013

Posted by in CX500, CX500 - Network error, Devices, DHCP, Polycom

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As all blogs should, I’ll start this one with a personal experience…

Just recently (sound familiar yet?)..

I had configured the CX500 as per usual as a common area phone. It signed in beautifully once I added the telephone number (without the + of course) and the accompanying PIN.

When I rebooted the phone it showed the boot cycle and then got stuck on a screen saying that there was no network detected. It then presented me with the configure device options as if it had forgotten the telephone number and PIN. Once I re-entered these it logged in as before.

Right so if I have a power outage my device isn’t going to automatically login with the cached credentials…not good.

For giggles I first updated the firmware on the CX500, same behaviour. Checking the device I noticed that the DHCP request was going unanswered and the CX500 wasn’t getting an IP..DHCP problem?? NO!

After much packet capturing and head scratching the culprit was discovered. The switch of course, a Spanning Tree Setting was delaying the DHCP request from reaching the DHCP Server. That should cause the error we are getting you may say…

The CX500 sends only 4 DHCP requests (in rather quick succession), normally 1 will suffice and get a response. In my case the delay injected by the switch prevented a timely answer. The CX500 then goes into “I give UP” mode, and then sits there waiting on the “credentials” page. Once the Credentials are re-entered further DHCP requests are sent.

Changing the switch port solved the issue.

PB

Upgrading Polycom IP331 for Lync

08 Tuesday May 2012

Posted by in Devices, Phone Edition, Polycom, Polycom SIP Phones, Upgrading Polycom IP331 for Lync

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Before we get stuck in just a note about the functionality. If you are looking for a device that can integrate with your desktop Lync client then this is NOT the device!
This phone is for those “dial tone only” locations like in the lunch room.

When thePolycom IP331 arrives it usually has an older version of software on the device. Mine came with SIP Software version 3.3.3.x and Boot ROM Version 4.3.1.x

OK, so the phone needs the UC SIP Software Version 4.0.x to play nice with Lync. Shouldn’t be too much trouble, yeah right!

After spending hours chasing my tail on the net I finally managed to upgrade the phone. So here’s the quick facts.
Before the Upgrade the phone URL access was user Polycom, Password 456 and disploayed the image below once logged in.

So we begin, first you will need to have an FTP server up and running. I used Filezilla Server.
Once installed you will see the Connect to Server window, just click OK

Next we need to define the user and home directory. Click on Add user and define the user name

and the password

Next, define the FTP root directory.

Make sure you allow Write and Delete, and set as home

The FTP server is now configured, next you will need to download the Upgrade files for both the BootROM and the SIP Software. Its a bit overwhelmed when you get to Polycom’s website since there are so many different phones and software versions.You will need to go to the site to download the correct files.

I will document the IP331 files.You are presented with a Combination and a split download. Regardless of the BootROM version (and contrary to what the site states) download the combination.

When you click on the link you are presented with the page below

WARNING
You will need to download the Polycom Upgrader 4.0.0. Utility (as I did and I was on BootROM 4.XX!!) if your BootROM is pre 4.0 (DO IT ANYWAY)
Once you have downloaded this you can go ahead and check the radio button and click on Submit – which will start the SIP Software download. Once complete copy both the Upgrader files and the Software files to the FTP Root directory so it looks similar to the below.
An FYI, The xxx.bootrom.id files match the phones part number.
So how do you get the phone to boot from the FTP server?
From the Phone MENU > Settings > Advanced
               AdminSettings > Network Configuration > Scroll Down to ServerMenu check
              Scroll down to ServerAddr check (use # to change from URL to IP)
              Now enter the IP Address of your FTP Server (use the * key as a . )
              Scroll down to ServerUser and enter the FTP user account
                    (using the # key to switch case and number)
             Scroll down to ServerPwd and Enter the FTP password
             Scroll back to see the SaveConfig prompt and save.
Reboot the Phone. It should connect to the FTP and start downloading the BootROM.

*NTS*
Had to change off DHCP so as not to get settings for internal IP PABX. After download and reboot remember to switch back to DHCP so Lync FE can be resolved.

Once the upgrade is complete you can check the phones URL with http://, password is 456 and should see something similar to below.
And voila! You have successfully upgraded the phone.
Getting the phone to register with Lync has been well documented by Jeff Schertz here.