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Polycom CX600 device cannot sign in with Lync RRS feed

  • Question

  • Hi,

    We have two Polycom CX600 devices that stopped working two days ago. I tried logging in to the device by PIN and phone, by USB and by USB from laptop as remote user but none of them worked.

    To be more precise.

    1. Phone number and PIN way. I type the phone number that other people call me through Lync and for PIN, I reset the number through the dialin webpage. The login process ends with the message "The phone number or extension you entered is not valid. Please verify and try again" but there is no mistake to the information given.

    2. USB cable connected from the device to my pc. My desktop pc is a domain pc with Lync client installed and Lync user logged in. When I connect the device, a pop-up window asking me credentials appears and I use the credentials of the user logged in to the Lync client too. At the phone screen I see:

        a. Contacting time server...
        b. Connecting to Lync server...

    and then the following error message appears "Cannot sign in. Please verify your sign-in address, domain\user name and password and try again. Please verify that the domain entered @domain.com is correct".

    While all these ways off logging in fail, no error messages appeared at Lync server.

    Any ideas on how can I solve this?  I have also tried wiping user information by * and # while booting, as well as 4 and 6 for factory defaults while booting. None of these worked.

    Tuesday, June 12, 2012 11:48 AM

Answers

  • I finally found out what the problem was.

    There was a lab inside our network that had some servers with windows automatic updates enabled. After some updates were applied, this server restarted and started a previously stopped DHCP server that messed everything up. We didn't locate it earlier since all pc's in our deployment have static ip's, except the phones.

    I asked the person that was responsible for that lab and when we shut down the lab the phones worked as excepted.

    Thank you all for your help.

    • Marked as answer by ArgiDio Wednesday, June 13, 2012 11:55 AM
    Wednesday, June 13, 2012 11:55 AM

All replies

  • Please thest your Phone deployment with the following commandlet : Test-CsPhoneBootStrap

    - Belgian Unified Communications Community : http://www.pro-lync.be -

    Tuesday, June 12, 2012 6:52 PM
  • I do not know what this is supposed to give as result, but here is what I get:

    PS C:\Users\lyncadmin> Test-CsPhoneBootStrap

    cmdlet Test-CsPhoneBootstrap at command pipeline position 1
    Supply values for the following parameters:
    PhoneOrExt: 111
    PIN: 11111
            Constructing a dhcp packet
            Adding dhcp option PARAMETER_REQUEST_LIST
            Successfully added dhcp option
            Adding dhcp option VENDOR_CLASS_IDENTIFIER
            Successfully added dhcp option
            Successfully constructed dhcp packet
            =======================PACKET BEGIN==============================
            op: 1
            htype: 1
            hlen: 6
            hops: 0
            xid: 210
            secs: 0
            flags: 0
            ciaddr: 10.0.2.118
            yiaddr: 0.0.0.0
            siaddr: 0.0.0.0
            giaddr: 0.0.0.0
            chaddr:  ♀)?oQ
            sname:
            file:

            magic: 99.130.83.99
            Message Type : DHCPINFORM
            Option43 :
            Option55 : 7☻x+
            Option60 : <♀MS-UC-Client
            Option120 :
            Other options :
            =======================PACKET END================================
            Trying to open an udp connection
            Remote IP : 255.255.255.255
            Local IP : 10.0.2.118
            Udp connection successfully created
            Sending packet
            Remote IP : 255.255.255.255
            Remote port : 67
            Packet send successfully
            Data received
            Remote IP : 10.0.2.20
            Remote Port : 67
            Data length : 358
            Data value : ☻☺♠ ?
     ☻v             ♀)?oQ

                                                                   c?Sc5☺♣6♦
     ☻¶☺♦??? x◄ ♦lync♠comsys☻gr +Q☺♀MS-UC-Client☻♣https♥♫lync.domain.com♦♥443♣%/CertP
    rov/CertProvisioningService.svc?
            Constructing a dhcp packet from received raw data
            Extracting DHCP Options
            DHCP Packet successfully constructed
            =======================PACKET BEGIN==============================
            op: 2
            htype: 1
            hlen: 6
            hops: 0
            xid: 210
            secs: 0
            flags: 0
            ciaddr: 10.0.2.118
            yiaddr: 0.0.0.0
            siaddr: 0.0.0.0
            giaddr: 0.0.0.0
            chaddr:  ♀)?oQ
            sname:
            file:

            magic: 99.130.83.99
            Message Type : DHCPACK
            Option43 : ☺♀MS-UC-Client☻♣https♥♫lync.domain.com♦♥443♣%/CertProv/CertPro
    visioningService.svc
            Option55 :
            Option60 :
            Option120 :  ♦lync♠domain☻com
            Other options : 6♦
     ☻¶☺♦???
            =======================PACKET END================================
            Return value for dhcp option : SIP_SERVER
            Return value for dhcp suboption : VENDOR_SPECIFIC_INFORMATION.1
            Return value for dhcp option : VENDOR_SPECIFIC_INFORMATION
            Successfully extracted suboption value
            Return value for dhcp suboption : VENDOR_SPECIFIC_INFORMATION.2
            Return value for dhcp option : VENDOR_SPECIFIC_INFORMATION
            Successfully extracted suboption value
            Return value for dhcp suboption : VENDOR_SPECIFIC_INFORMATION.3
            Return value for dhcp option : VENDOR_SPECIFIC_INFORMATION
            Successfully extracted suboption value
            Return value for dhcp suboption : VENDOR_SPECIFIC_INFORMATION.4
            Return value for dhcp option : VENDOR_SPECIFIC_INFORMATION
            Successfully extracted suboption value
            Return value for dhcp suboption : VENDOR_SPECIFIC_INFORMATION.5
            Return value for dhcp option : VENDOR_SPECIFIC_INFORMATION
            Successfully extracted suboption value
            Disconnecting
            Connecting to web service : http://lync.domain.com/CertProv/CertProvision
    ingService.svc
            Using anonymous authentication
            Successfully created connection proxy and website bindings
            Attempting to download certificate root chain
            request created
            GetRootCertChain() webservice call successful
            Connecting to web service : https://lync.domain.com:443/WebTicket/WebTick
    etService.svc
            Using PIN authentication
            Successfully created connection proxy and website bindings
            Requesting new web ticket
            Sending Web-Ticket Request: <s:Envelope xmlns:s="http://schemas.xmlsoap.
    org/soap/envelope/">
      <s:Header>
        <Action s:mustUnderstand="1" xmlns="http://schemas.microsoft.com/ws/2005/05/
    addressing/none">http://docs.oasis-open.org/ws-sx/ws-trust/200512/RST/Issue</Act
    ion>
      </s:Header>
      <s:Body>
        <RequestSecurityToken xmlns="http://docs.oasis-open.org/ws-sx/ws-trust/20051
    2">
          <TokenType>http://docs.oasis-open.org/wss/oasis-wss-saml-token-profile-1.1
    #SAMLV1.1</TokenType>
          <RequestType>http://schemas.xmlsoap.org/ws/2005/02/trust/Issue</RequestTyp
    e>
          <AppliesTo xmlns="http://schemas.xmlsoap.org/ws/2004/09/policy">
            <EndpointReference xmlns="http://www.w3.org/2005/08/addressing">
              <Address>https://lync.domain.com/CertProv/CertProvisioningService.svc</
    Address>
            </EndpointReference>
          </AppliesTo>
          <Entropy>
            <BinarySecret>aFue0Hz1jIIcHrz9iaotn873DiVhxn074uC8BX8/HFM=</BinarySecret
    >
          </Entropy>
          <KeyType>http://docs.oasis-open.org/ws-sx/ws-trust/200512/SymmetricKey</Ke
    yType>
        </RequestSecurityToken>
      </s:Body>
    </s:Envelope>
            ERROR communicating with GetWebTicket() service
    System.ServiceModel.Security.MessageSecurityException: The HTTP request is unaut
    horized with client authentication scheme 'Basic'. The authentication header rec
    eived from the server was 'Basic realm ="LYNC"'. ---> System.Net.WebException: T
    he remote server returned an error: (401) Unauthorized.
       at System.Net.HttpWebRequest.GetResponse()
       at System.ServiceModel.Channels.HttpChannelFactory.HttpRequestChannel.HttpCha
    nnelRequest.WaitForReply(TimeSpan timeout)
       --- End of inner exception stack trace ---

    Server stack trace:
       at System.ServiceModel.Channels.HttpChannelUtilities.ValidateAuthentication(H
    ttpWebRequest request, HttpWebResponse response, WebException responseException,
     HttpChannelFactory factory)
       at System.ServiceModel.Channels.HttpChannelUtilities.ValidateRequestReplyResp
    onse(HttpWebRequest request, HttpWebResponse response, HttpChannelFactory factor
    y, WebException responseException, ChannelBinding channelBinding)
       at System.ServiceModel.Channels.HttpChannelFactory.HttpRequestChannel.HttpCha
    nnelRequest.WaitForReply(TimeSpan timeout)
       at System.ServiceModel.Channels.RequestChannel.Request(Message message, TimeS
    pan timeout)
       at System.ServiceModel.Dispatcher.RequestChannelBinder.Request(Message messag
    e, TimeSpan timeout)
       at System.ServiceModel.Channels.ServiceChannel.Call(String action, Boolean on
    eway, ProxyOperationRuntime operation, Object[] ins, Object[] outs, TimeSpan tim
    eout)
       at System.ServiceModel.Channels.ServiceChannelProxy.InvokeService(IMethodCall
    Message methodCall, ProxyOperationRuntime operation)
       at System.ServiceModel.Channels.ServiceChannelProxy.Invoke(IMessage message)

    Exception rethrown at [0]:
       at System.Runtime.Remoting.Proxies.RealProxy.HandleReturnMessage(IMessage req
    Msg, IMessage retMsg)
       at System.Runtime.Remoting.Proxies.RealProxy.PrivateInvoke(MessageData& msgDa
    ta, Int32 type)
       at Microsoft.Rtc.Internal.WebTicketService.IWebTicketService.IssueToken(Messa
    ge request)
       at Microsoft.Rtc.SyntheticTransactions.WebServicesHelper.GetWebTicket()


    TargetUri  : https://lync.domain.com:443/CertProv/CertProvisioningService.svc
    TargetFqdn : lync.domain.com
    Result     : Failure
    Latency    : 00:00:04.6569653
    Error      : ERROR - No response received for Web-Ticket service.
                 Inner Exception:The HTTP request is unauthorized with client authe
                 ntication scheme 'Basic'. The authentication header received from
                 the server was 'Basic realm ="LYNC"'.
                 Inner Exception:The remote server returned an error: (401) Unautho
                 rized.

    Diagnosis  :

    PS C:\Users\lyncadmin>

    If you have any ideas, please advice.
    Thank in advance.

    Wednesday, June 13, 2012 6:20 AM
  • Please Rerun the DHCP Util

    DHCPUtil.exe -SipServer <Lync Server Pool FQDN > -WebServer <Lync Server Internal Web FQDN> -RunConfigScript.

    Make sure that you specify the correct Webserver URL which normally points to the Load Balancer


    - Belgian Unified Communications Community : http://www.pro-lync.be -

    Wednesday, June 13, 2012 9:09 AM
  • You can run dhcputil.exe -emulateclient from on Client to see that your DHCP configuration on the dhcp serveris correct.

    http://technet.microsoft.com/en-us/library/gg398088.aspx


    regards Holger Technical Specialist UC

    Wednesday, June 13, 2012 9:21 AM
  • You can run dhcputil.exe -emulateclient from on Client to see that your DHCP configuration on the dhcp serveris correct.

    http://technet.microsoft.com/en-us/library/gg398088.aspx


    regards Holger Technical Specialist UC

    Τετ 13/06/2012_12:37:45,87_C:\dhcpuTIL>dhcputil.exe -emulateclient
    Starting Discovery ...
    Sending Packet (Size: 284, Network Adapter: my-ip, Attempt Type: Broadcast only)
    --Begin Packet--
    DHCP: INFORM                (xid=2665D2F4)
    DHCP: Op Code           (op)      = 1
    DHCP: Hardware Type     (htype)   = 6
    DHCP: Hops              (hops)    = 0
    DHCP: Transaction ID    (xid)     = 644207348
    DHCP: Seconds           (secs)    = 0
    DHCP: Flags             (flags)   = 0000
    DHCP: Client IP Address (ciaddr)  = my-ip
    DHCP: Your IP Address   (yiaddr)  = 0.0.0.0
    DHCP: Server IP Address (siaddr)  = 0.0.0.0
    DHCP: Relay IP Address  (giaddr)  = 0.0.0.0
    DHCP: Client HW Address (chaddr)  = 7071BC12ACC###--End Packet--




    Received Packet
    Sender:DHCP-ip:67, Size:358
    --Begin Packet--
    DHCP: ACK                (xid=2665D2F4)
    DHCP: Op Code           (op)      = 1
    DHCP: Hardware Type     (htype)   = 6
    DHCP: Hops              (hops)    = 0
    DHCP: Transaction ID    (xid)     = 644207348
    DHCP: Seconds           (secs)    = 0
    DHCP: Flags             (flags)   = 0000
    DHCP: Client IP Address (ciaddr)  = my-ip
    DHCP: Your IP Address   (yiaddr)  = 0.0.0.0
    DHCP: Server IP Address (siaddr)  = 0.0.0.0
    DHCP: Relay IP Address  (giaddr)  = 0.0.0.0
    DHCP: Client HW Address (chaddr)  = 7071BC12ACC9
    DHCP: Server Host Name  (sname)   =
    DHCP: Boot File Name    (file)    =
    DHCP: Magic Cookie                = 99.130.83.99
    DHCP: Option Field
        DHCP: DHCP MESSAGE TYPE(  53) = (Length: 1) DHCP ACK
        DHCP: Server Identifier(  54) = (Length: 4) DHCP-ip
        DHCP: Client Identifier(  61) = (Length: 0)  ()
        DHCP: SIP Server( 120)        = (Length: 17) enc:0 lync.domain.com (00046C796E6306636F6D73797302677200)
        DHCP: Host Name(  12)         = (Length: 0)
        DHCP: Vendor Identifier(  60) = (Length: 0)
        DHCP: Param Req List(  55)    = (Length: 0) 0 0
        DHCP: Vendor Info(  43)       = (Length: 81) ☺♀MS-UC-Client☻♣https♥♫lync.domain.com♦♥443♣%/CertProv/CertProvisioningS
    ervice.svc (010C4D532D55432D436C69656E7402056874747073030E6C796E632E636F6D7379732E6772040334343305252F4365727450726F762F
    4365727450726F766973696F6E696E67536572766963652E737663)
        DHCP: End of this option field
    --End Packet--


    Result: Success
    DHCP Server : dhcp-ip
    SIP Server FQDN : lync.domain.com
    Certificate Provisioning Service URL : https://lync.domain.com:443/CertProv/CertProvisioningService.svc

    Τετ 13/06/2012_12:37:48,95_C:\dhcpuTIL>
    Wednesday, June 13, 2012 9:42 AM
  • Please Rerun the DHCP Util

    DHCPUtil.exe -SipServer <Lync Server Pool FQDN > -WebServer <Lync Server Internal Web FQDN> -RunConfigScript.

    Make sure that you specify the correct Webserver URL which normally points to the Load Balancer


    - Belgian Unified Communications Community : http://www.pro-lync.be -

    SIP Server FQDN : lync.domain.com
    Certificate Provisioning Service URL : https://lync.domain.com:443/CertProv/CertProvisioningService.svc

    Option 120:
    00046C796E6306636F6D73797302677200

    Vendor Class Identifier: MS-UC-Client
    Option 43 (for vendor=MS-UC-Client):
        sub-option 1 <UC Identifier>: 4D532D55432D436C69656E74
        sub-option 2 <URL Scheme>: 6874747073
        sub-option 3 <Web Server FQDN>: 6C796E632E636F6D7379732E6772
        sub-option 4 <Port>: 343433
        sub-option 5 <Relative Path for Cert Prov>: 2F4365727450726F762F4365727450726F766973696F6E696E67536572766963652E737663
    Executing command:
    "C:\Program Files\Common Files\Microsoft Lync Server 2010\DHCPConfigScript.bat" Configure MS-UC-Client 00046C796E6306636F6D73797302677200 4D532D55432D436C69656E74 6874747073 6C796E632E636F6D7379732E6772 343433 2F4365727450726F762F4365727450726F766973696F6E696E67536572766963652E737663

    Wednesday, June 13, 2012 9:43 AM
  • I finally found out what the problem was.

    There was a lab inside our network that had some servers with windows automatic updates enabled. After some updates were applied, this server restarted and started a previously stopped DHCP server that messed everything up. We didn't locate it earlier since all pc's in our deployment have static ip's, except the phones.

    I asked the person that was responsible for that lab and when we shut down the lab the phones worked as excepted.

    Thank you all for your help.

    • Marked as answer by ArgiDio Wednesday, June 13, 2012 11:55 AM
    Wednesday, June 13, 2012 11:55 AM