S4B || BToE Error on phone.

Regular Visitor

S4B || BToE Error on phone.


We are having an issue when the user logs into the computer, the account that is passed to the phone is causing a popup that says Authentication Failed. Password has been entered multiple times and the popup always returns. Once cancelled the phone will still work but continues to trigger the popup.


Phone is a Plycom VVC450 and this is using the BToE application on Windows 7.


UC Software:


Thank you.

Message 1 of 5
Esteemed Contributor

Re: S4B || BToE Error on phone.

Hi @ ncarlton,


which version is your BToE? I would do a softwareupdate on the VVX to newest version (yours is a bit outdated) and try again. 

In addition have a look here: 

Jan 26, 2016 Question: Can I troubleshoot BToE or changes settings?

Resolution: Please check => here <= for details



Message 2 of 5
Regular Visitor

Re: S4B || BToE Error on phone.

Thank you for the reply, I updated the phone to the most recent 6.2.x software and it is still giving the same problems. We are using BToE version 4.3.0.


Thank you,


Message 3 of 5
Polycom Employee & Community Manager

Re: S4B || BToE Error on phone.

Hello @mshu ,


Welcome to the Poly Community.We usually ask for this:

Both the communities Must Read First and the FAQ reference the basic minimum information a new or follow up post should contain.

This ensures the questions having to be asked are limited and any new or follow up post contains the right amount of details to ensure any voluntary participant within the community does not spend additional time chasing basic information.

As a reminder the basic information asked for:

UC Software 4.0.0 or later via the Web Interface Utilities > Phone Backup & Restore > Phone Backup > Phone Backup. Please rename into .TXT or Zip the file to attach.
Since UC Software 5.9.0 simply provide this via the Web Interface Diagnostics > Download Support Information Package

  • If possible provide a Log and either attach them or use the Code Tag.Consult the Troubleshooting Section found within the FAQ if applicable
  • If possible provide the MAC Address or Serial of the device
  • Provide details for example if the issue is a day 1 issue or only happened after an upgrade or any other relevant details
  • For questions around Support please check here

Whilst providing some of these details may not directly impact any possible answer the community can provide, it does enable Poly to have an overview of the current software used. In addition, providing all details at the same time allow us to check logs or look up potential support partners if an issue needs to come into support. It also enables us to verify the entitlement for using features.

As already outlined by @mshu you have not posted any usable information and/or logs for us to try and understand your issue.


The next step would be opening a ticket.

In order to raise a support ticket, you need to work with your Poly reseller as they may need to do this for you.

End Customers are usually unable to open a ticket directly with Poly support. Available End User Poly services offerings are detailed here

If this is some sort of an Internet discounter providing your MAC address or your Poly devices serial will enable us to look up who would be able to support you. This may not be who you purchased the Poly device from.

If the unit is no longer within the warranty please be prepared to Pay Per Incident / PPI. This is all outlined in detail 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


If official support is required please check how to phone or open a case here

The title Poly Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.


Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 4 of 5
Regular Visitor

Re: S4B || BToE Error on phone.



Software Version:

Serial Number: 64:16:7F:3A:7E:26

Model Number: VVX 450

Call Platform: Skype for Business




Message 5 of 5