Polycom VVX/CX phones periodically say "Lync Sign In has failed. Please update Sign In Information"

[stuzzicadenti]

Hello,

Problem

We have a few Polycom phones in our region (many more in the future) and periodically they will display a message indicating that the Lync Sign In has failed.  This happens with phones that are using a PIN login, a manual SIP login, and phones that are connected to a PC and receive their credentials from the Skype for Business client.

Most recently I happened to notice this happen while I was at my desk on a Polcyom VVX500 which is getting credentials from the connected computer (Better Together).

Environment

• Lync 2013 Servers (On-Premise obviously)
• FTP provisioning server

Error message on the phone display

Lync Sign In has failed

Please update Sign In information

Testing

 Afterlogging back in successfully almost immediately after the VVX500 complained that the Lync Sign in failed, I tried:

• Restarting the phone
• Rebooting the phone
• Unplugging the phone and plugging it back in
• Unplugging the phone and the attached computer (that it is getting it was credentials from)

Each time it logged in successfully and automatically without me having to re-enter credentials.

Example Devices

Here are two example phones and versions we are currently using, but this issue has persisted through a few different software version updates:

Polycom VVX500

• UC Software version: 5.4.4.4281
• Login Type: "Better Together" (from computer)

Polycom CX5500

• UC Software version: 5.5.1.15382
• Login Type: PIN

Thank you!

[SteffenBaierUK]

Hello stuzzicadenti,

welcome back to the Polycom Community.

The community's Skype for Business FAQ contains this post here:

Jan 17, 2017 Question:How can I troubleshoot simple Skype for Business, LYNC or Office365 issues?

Resolution: Have a look => here <=

Please ensure you always check the community FAQ and/or utilize the community search before posting any new topics or follow up post’s.

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services

[ceebee_75]

Hi stuzzicadenti, i'm experiencing the same issue with our VVX 500 phones with pretty much the same setup as yourself. 

Just wondering if you have had any success solving this issue?

Cheers, 

Christian.

[SteffenBaierUK]

Hello Christian,

welcome to the Polycom Community.

We already provided some help to the original poster containing instructions on how to get some logs of the unit so you can post them here.

Please ensure you always check the community FAQ and/or utilize the community search before posting any new topics or follow up post’s.

If you are unable to follow these please go ahead and raise a ticket  so we can try and help you.

In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you. End Customers are usually unable to open a ticket directly with Polycom support.

If this is some sort of an Internet discounter please post either your phone's MAC address or your Polycom devices serial so I can look up who would be able to support you. This may not be who you purchased the Polycom device from.

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services

[stuzzicadenti]

---

@ceebee_75 wrote:

Hi stuzzicadenti, i'm experiencing the same issue with our VVX 500 phones with pretty much the same setup as yourself. 

Just wondering if you have had any success solving this issue?

Cheers, 

Christian.

---

In our case the problem was resolved after installing a newly released software version for the phones.

-Greg

[SteffenBaierUK]

Hello Greg,

Stating the newly software does not help others when finding this post in days, weeks, months or years to come as they do not know what software mentioned was current at the time of writing.

Please therefore always post the exact complete build id.

Therefore the Polycom VoIP FAQ contains this post here:

Question: How can I find out my SIP or UC Software Version of my Phone?
Resolution: Please check here

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services

[stuzzicadenti]

---

@stuzzicadenti wrote:

---

@ceebee_75 wrote:

Hi stuzzicadenti, i'm experiencing the same issue with our VVX 500 phones with pretty much the same setup as yourself. 

Just wondering if you have had any success solving this issue?

Cheers, 

Christian.

---

In our case the problem was resolved after installing a newly released software version for the phones.

-Greg

---

More specifically, this was resolved for us after the update to "Polycom UC Software 5.6.0 for VVX Business Media Phones and SoundStructure VOIP Interface [Combined]"

[ceebee_75]

Thanks for the info Greg.

[ceebee_75]

Thanks Greg, updating to this version also resolved the issue for us. Cheers.