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Cannot sign in with office365 ID on Polycom CX3000 RRS feed

  • Question

  • We have a problem with our Polycom CX3000 phone to work with our office365 Lync server. We are able to log-in from our laptop by using both Lync 2010 and 2013 clients. After signing-in, if we connect Polycom CX3000 with laptop, lync is prompting to sign-in again to connect the CX3000. When we put our credential, it just says "Sign.in Error  , Cannot sign in. Please verify your sign-in address, domain\user name, and passoword and try again" . Please verify that the domain entered @velocis.in is correct."

    CX3000 current firmware version is 4.0.7576.0.

    Please help. Thank You

    Anees


    Wednesday, September 11, 2013 3:36 PM

Answers

  • Version 4.0.7567.0 is the Lync 2010 RTM version of the software.  The minimum supported software version for a CX3000 to sign into Offcie 365 is 4.0.7577.4372.  When ordering your phones, you will need to let your reseller know they you are using Office 365 and they will need to send phones with the latest firmware.  Unfortunately, the only way you'll be able to get this phone connected is to return it and get one that is pre-patched, or hook it up to an on-premise Lync installation and apply the necessary updates.  
    • Proposed as answer by Lisa.zheng Thursday, September 12, 2013 7:45 AM
    • Marked as answer by Muhammed Anees Wednesday, September 18, 2013 7:50 AM
    Wednesday, September 11, 2013 9:26 PM
  • Agree with Phil.

    You need to install cumulative update for Lync Phone Edition for Polycom CX500, Polycom CX600, and Polycom CX3000 telephones: January 2013,

    Check the KB “Updates are available that add support for Lync Online in Lync Phone Edition” at http://support.microsoft.com/kb/2781619/en-us


    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.

    • Marked as answer by Muhammed Anees Wednesday, September 18, 2013 7:50 AM
    Thursday, September 12, 2013 7:45 AM
  • There is no way to update the CX3000 without using an on-premise Lync deployment to do so.  (See my first reply to your post.)

    In order for a CX3000 to connect to Office 365, you must connect it USB to a PC where a licensed Office 365 user is signed into the Lync client.  Lync-to-Phone (Plan 3, equal to Lync Plus CAL) is no longer available for purchase, so unless you previously licensed Lync-to-Phone, you will only be able to call other Lync users from the CX3000.  Users licensed for Lync Plan 1 (equal to Lync Standard CAL) can only call other users Peer-to-Peer (P2P), unless they are invited to a Lync meeting as an attendee.  Lync Plan 2 (equal to Lync Enterprise CAL) or higher is required for the user to schedule Lync meetings.

    See the Office 365 Lync comparison here:

    http://office.microsoft.com/en-us/lync/meeting-software-compare-lync-plans-FX103842081.aspx

    • Marked as answer by Muhammed Anees Wednesday, September 18, 2013 7:50 AM
    Friday, September 13, 2013 1:17 AM

All replies

  • Version 4.0.7567.0 is the Lync 2010 RTM version of the software.  The minimum supported software version for a CX3000 to sign into Offcie 365 is 4.0.7577.4372.  When ordering your phones, you will need to let your reseller know they you are using Office 365 and they will need to send phones with the latest firmware.  Unfortunately, the only way you'll be able to get this phone connected is to return it and get one that is pre-patched, or hook it up to an on-premise Lync installation and apply the necessary updates.  
    • Proposed as answer by Lisa.zheng Thursday, September 12, 2013 7:45 AM
    • Marked as answer by Muhammed Anees Wednesday, September 18, 2013 7:50 AM
    Wednesday, September 11, 2013 9:26 PM
  • Agree with Phil.

    You need to install cumulative update for Lync Phone Edition for Polycom CX500, Polycom CX600, and Polycom CX3000 telephones: January 2013,

    Check the KB “Updates are available that add support for Lync Online in Lync Phone Edition” at http://support.microsoft.com/kb/2781619/en-us


    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.

    • Marked as answer by Muhammed Anees Wednesday, September 18, 2013 7:50 AM
    Thursday, September 12, 2013 7:45 AM
  • Hi Lisa Zheng,

    Thank you for your resposnce

    Is there any alter way to install cumulative update if we do not have a Lync server on site? (as mentioned, we use office 365)

    In addition, is there any special license to be purchased for using CX3000 with office365?? I heard we require an Enterprise Voice license. Is that correct??

    Regards

    Anees

    Thursday, September 12, 2013 12:18 PM
  • There is no way to update the CX3000 without using an on-premise Lync deployment to do so.  (See my first reply to your post.)

    In order for a CX3000 to connect to Office 365, you must connect it USB to a PC where a licensed Office 365 user is signed into the Lync client.  Lync-to-Phone (Plan 3, equal to Lync Plus CAL) is no longer available for purchase, so unless you previously licensed Lync-to-Phone, you will only be able to call other Lync users from the CX3000.  Users licensed for Lync Plan 1 (equal to Lync Standard CAL) can only call other users Peer-to-Peer (P2P), unless they are invited to a Lync meeting as an attendee.  Lync Plan 2 (equal to Lync Enterprise CAL) or higher is required for the user to schedule Lync meetings.

    See the Office 365 Lync comparison here:

    http://office.microsoft.com/en-us/lync/meeting-software-compare-lync-plans-FX103842081.aspx

    • Marked as answer by Muhammed Anees Wednesday, September 18, 2013 7:50 AM
    Friday, September 13, 2013 1:17 AM
  • Dear Phil,

    Thank you very much for your answers

    Regards

    Anees

    Wednesday, September 18, 2013 7:51 AM
  • There is one additional important item here.  Lync Phone Edition devices require that the user account signing-in on them has their Telephony Mode setting configured to Enterprise Voice.  Regardless of whether there is true PSTN connectivity or not this is an LPE requirement, on-prem or hosted alike.  So because the Lync Online E1 and E2 plans do not includes EV then no Lync Phone Edition devices can be used with those plans.

    The only supported O365 environments for LPE are either E3 PLans or Hybrid deployments where the on-premises Lync pool holds the user account for the phone (and is EV-enabled).

    Additionally the Lync E3 plan not currently available (it was pulled) so only existing tenants who started out on E3 would be able to do this today.  Otherwise Hybrid with an on-prem server is the only option.

    Also don't confuse 'Office 365' and 'Lync' plans as an O365 'E3' Plan would only include a Lync 'E2' plan.   Hope that is clear as mud :)


    Jeff Schertz | Microsoft Solutions Architect - Polycom | Lync MVP

    Thursday, September 19, 2013 4:58 PM
  • Hi

    We do have a customer with an Office 365 E4 subscription where Lync Plan 3 is included. We've tried to connect a CX3000 with an E4 User on this tenant, but we didn't get it to work. This is a cloud only tenant, so no Lync Hybrid Setup. Should this be possible or not? If yes, what could be the Problem?

    Of course it works with another device. So there's not a general problemwith this tenant.

    Unfortunately the Polycom Support Team sent us to the Microsoft Lync Phone Edition Team and backwards.

    So we appreciate any help.

    Lars

    Tuesday, February 10, 2015 12:15 PM
  • Did you get anywhere with this? We are also lync cloud only and want to use CX3000 :)

    Tuesday, May 26, 2015 11:52 AM
  • Hi Jonas. No, we couldn't find a solution. And in addition to this Microsoft couldn't give us an official Statement whether the CX3000 can be used in a Lync or SfB Online Environment (Cloud Only) or not. So I wouldn't go for this product.
    Tuesday, June 2, 2015 6:49 AM
  • This should work. While official support for IP phones with Office 365 might not yet be in place, until the upcoming voice capabilities are introduced it does function.

    For example I have a Lync Phone Edition device running a year-old firmware version (.4420) that is successfully registered to a Lync Online account in my E3 subscription right now.

    Either the CX600 or CX3000 will works the same, as USB tethering is required (you cannot use PIN Authentication with O365).

    Make sure you have at least the .4420 firmware, but the latest version is recommended (currently .4463).  If the phone is on a very older version then it will not be able connect to O365.


     

    Jeff Schertz | Microsoft Solutions Architect - Polycom | Lync MVP

    Tuesday, June 2, 2015 3:05 PM
  • Thanks for your helpful Input Jeff. We've used the latest Firmware (.4463), used USB thethering and an E4 subscription on our Office 365 Tenant.

    Whatever the Problem or Solution might be...I don't understand why we didn't get any official Statement from Microsoft. Neither our Polycom supplier nor Microsoft told us, that there's no official Support for CX3000 for Lync/SfB Online. Polycom seems to have recognized the Problems. They don't sell the CX3000 as a Lync Online compatible product anymore.

    That's why we've decided to don't invest more time in this case.

    Tuesday, June 2, 2015 7:36 PM