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Sign-In Error on CX600 RRS feed

  • Question

  • Hi All,

    We have Lync 2010 deployed and working correctly for all users with one exception. This user, who is Lync enabled and who's AD account is set not to expire and which is not locked out, can sign in to the Lync client on his laptop but is unable to sign in on his CX600. This is for both PIN authentication and the tethered 'Better Together' methods - he is just presented with the 'Cannot sign in. Please verify your sign-in address, domain\user name, and password, and try again' error.

    I have run Test-CsPhoneBootstrap on the server and this completes successfully.

    This error follows the user - I can sign in on his phone fine, but he cannot sign on to his phone, or mine.

    Can anybody suggest any settings to check or logging that can be run to trace the cause of this error?

    Many thanks,

    Chris

    Thursday, May 3, 2012 5:18 PM

Answers

  • If login fails via the USB 'Better Together' scenario then the DHCP 43/120 options and other PIN Authentication configuration settings are irrevelant at the moment.  USB-tethered sign-in should work with no special configuration in your Lync environment (given that basic DHCP services have been defined for IP, NTP, etc).

    Check this comprehensive article for various requirements and troubleshooting steps: http://blog.schertz.name/2012/03/troubleshooting-lync-phone-edition-issues

    At minimum you need to have the user account enabled for Enterprise Voice (the Telephony Mode) to use any Lync Phone Edition device.  If you account works but theirs does not this is usually the most common reason. (Your's is probably set to Enterprise Voice and their's is still at the default PC-to-PC Calling setting.)


    Jeff Schertz | Microsoft Solutions Architect - Polycom | Lync MVP

    • Proposed as answer by Kent-Huang Wednesday, May 16, 2012 5:55 AM
    • Marked as answer by Kent-Huang Wednesday, May 30, 2012 10:21 AM
    Friday, May 4, 2012 1:03 PM

All replies

  • Hi,

    Have you tried to use together with a PC and USB cable to test?

    It seems a user account issue. You can try to check if the client policy for this user is different with others. You can also remove this user from Lync Server and enable again to test.

    Regards,

    Kent

    Friday, May 4, 2012 8:27 AM
  • Hi Kent,

    PC and USB connection to the phone is our standard set-up so this was the case when the problem was first raised.

    With regard to removing the user from Lync server and re-enabling, is there anything I should be aware of that would adversly affect the user? ie they have UM enabled, will they loose voicemails and call histories?

    Thanks,

    Chris

    Friday, May 4, 2012 8:45 AM
  • If login fails via the USB 'Better Together' scenario then the DHCP 43/120 options and other PIN Authentication configuration settings are irrevelant at the moment.  USB-tethered sign-in should work with no special configuration in your Lync environment (given that basic DHCP services have been defined for IP, NTP, etc).

    Check this comprehensive article for various requirements and troubleshooting steps: http://blog.schertz.name/2012/03/troubleshooting-lync-phone-edition-issues

    At minimum you need to have the user account enabled for Enterprise Voice (the Telephony Mode) to use any Lync Phone Edition device.  If you account works but theirs does not this is usually the most common reason. (Your's is probably set to Enterprise Voice and their's is still at the default PC-to-PC Calling setting.)


    Jeff Schertz | Microsoft Solutions Architect - Polycom | Lync MVP

    • Proposed as answer by Kent-Huang Wednesday, May 16, 2012 5:55 AM
    • Marked as answer by Kent-Huang Wednesday, May 30, 2012 10:21 AM
    Friday, May 4, 2012 1:03 PM
  • Hi Christopher,

    Is there any update on the issue. Have you tried the suggestions Jeff provided?

    Regards,
    Kent

    Wednesday, May 16, 2012 5:55 AM