CX 600 / CX 3000 login in issue with latest firmware. (CU)


  • Hi Forum,

    After upgrading CX 600 and CX 3000 for the latest firmware (CU 7, 8 or 9) with hardware Revision 5, phones are not getting registered to Lync With USB or PIN authentication from Internet network. Same phones are able to login from internet (edge)

    event the error display on the phone is with wrong formatting and txt. it looks to be taking the username as the domain name. (in the bellow pic, the phone has identified the username (madubashas) as the domain name.

    Any help will be really helpful.. 

    Thursday, August 15, 2013 12:59 PM

All replies

  • So as I understand, Phones with older Firmware are able to login form the LAN?

    Only Phones with the newest Firmware could not login?Did you try to reset the user Settings with pressing *# poweroff/on or Firmware reset with pressing 46 poweroff/on

    regards Holger Technical Specialist UC

    Thursday, August 15, 2013 2:47 PM
  • Do you have record setup?  Where does it point to?

    Does it prompt you to login with domain_netbios_name\username?  Try to change it and login to domain_name\username. 

    Thank you.

    Please “Vote As Helpful” and/or “Mark As Answer” if this post helped you.

    Thursday, August 15, 2013 6:23 PM
  • If you go to Menu > System Information what is the version? I know there was an issue similar to this with 4387. I now run 4397 and have no issues.

    Blog | Twitter @georgathomas

    Thursday, August 15, 2013 7:47 PM
  • Thank you for the response.

     I did try clearing the cache (#*) as well as resetting the phone. resetting the phone will take the firmware to  .4377 which has the same issue. even upgrading to 4378 and 4379 is same.

    I did try with NetBIOS\username as well as domain\users, with same out come.

    Backend is Lync 2010 Ent.

    Friday, August 16, 2013 2:47 AM
  • typo above.

    Firmware version are .4387, .4397

    Friday, August 16, 2013 2:55 AM
  • I got and update from the "Polycom community forum" saying that it can be a spelling mistake or incorrect format on how I enter the domain & username coz there is no "\" on the screen shot I have uploaded.

    I am pretty sure I have entered the correct format, (100%). I am struggling with this issue for almost 4 weeks and another 2 of your Engineers  are working on this as well.

    Still since the error is displayed in that way, just wondering if something goes wrong after the username and password is entered.

    Please advice..



    Friday, August 16, 2013 3:10 AM
  • If you deploy an update to your organization’s devices, and later find problems with the update, you can roll back your devices to a previous update version.

    For the details about Rolling Back Device Updates, see

    Please remember to click “Mark as Answer” on the post that helps you, and to click “Unmark as Answer” if a marked post does not actually answer your question. This can be beneficial to other community members reading the thread.

    Saturday, August 17, 2013 6:16 AM
  • The device comes with .4377, so there is no way to downgrade, unless the old firmware is release by Microsoft. (currently only the latest firmware CU9 is downloadable from MS site)

    If you can let know how the get the old firmware, I surely can try the option you have suggested.





    Monday, August 19, 2013 4:17 AM