VVX 600 / SfB Online, ADConnect, Account Locks

Frequent Visitor

VVX 600 / SfB Online, ADConnect, Account Locks

We have approximately 40 users at our office with VVX 600 phones (v  We use Skype for Business Online.  We also have our active directory set to sync to Office365 so users can log in with their domain credentials.  We use BToE 3.5.0 / 3.6.0.  We have noticed that everytime someone changes their Windows password, they invariably get locked out of their account.  This is especially troublesome when the users travel and chang their passwords while on the road.  It seems at least someone else has a similar problem:



Here is what I saw today from a traveler who had to change their password (he and I went through this same procedure a few months ago as well):

User changed password 

A short time later, they could not access office365 and notified me.

I noticed their account was locked out.  Unlocked it.

I waited for a few minutes and then noticed it locked again.

I went down to the user's office and noticed their VVX 600 was in a signed out status.

I rebooted the device and then monitored their account.  No further lockouts.



Is there a preferred/recommended procedure to follow when changing passwords so this does not happen?  As I said, we have numerous people have this problem everytime passwords are changed.




Message 1 of 4

Re: VVX 600 / SfB Online, ADConnect, Account Locks

Just wanted to add a "Me Too" to this thread.  I had posted almost the same question several months ago.



Message 2 of 4
Polycom Employee & Community Manager

Re: VVX 600 / SfB Online, ADConnect, Account Locks

Hello ,

welcome to the Polycom Community.

The scenarion should be as follows:


  • When the password expires, only the Calendar will stop working. Skype registration will stay connected using the SfB Client certificate authentication.
  • When the AD password expires, the phone will prompt the user for a new password. You will still need to update the password on all other AD devices.
  • When BToE is paired with the phone, the user will see a pop-up message on the phone’s display and SfB Client.
    Only the password is required at this time instead of logging out and logging in with username and password.
    The password can be entered either on the phone or SfB Client.
  • Without BToE, when the password is changed, you need to enter the new password on both the SfB Client and the phone.

If this does not match what you are seeing please open a support ticket.

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.

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


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 3 of 4
Occasional Visitor

Re: VVX 600 / SfB Online, ADConnect, Account Locks

Dear Steffen,


Could you please confirm if the above behavior is still the default one? Also, can this behavior be customised in any way?




Message 4 of 4