All VVX phones (Poly Lens managed) in a reboot loop after authentication on MS Teams SIP Gateway

[Benjamin D.]

Case open: 34583069

With more testing, I found that the provisionning server address is not updated on the phone after a user login. On a working phone, the provisionning server is set to "https://usea.dm.sdg.teams.microsoft.com/device/mmiiaacc/....", but I dont have this on a failed connection phone. It's like the phone dosen't receive any configuration update after being log in and stay in "provisionning" mode.

[Frank Brieschke]

The provisioning url before login is equal, either using Lens or SIP-Gateway directly. It only changed after the login/register.

In my case (34582819) the phone reboots, login in MS is listed successfully, but the device showing up with "Line not registered" or the normal login screen without any change.

The only working way to login to SIP-Gateway is to use the listed provisioning url from MS, but that´s no solution for migrate multiple devices with zero touch.

I also tested all firmware versions and internet connections, but no luck.

One thing i noticed also: The login mask for SIP-Gateway at MS has changed the url to aka.ms\siplogin (formerly aka.ms\devicelogin) and at this point i have FIRST login and THEN enter the code. Maybe this will be a feature for tenants with more then 50 devices: "If you have more than 50 devices, your tenant has been enabled for bulk sign-in to facilitate your migration"

A Ticket at MS is also openend

Hoping to get a quick solution or information from @SteffenBaieruk

[SteffenBaierUK]

Hello @Frank Brieschke ,

Welcome to the Poly Community.

We are working with our Partner Microsoft on this as they may have added a Parameter to the provisioning. This seems to be understood and we are adding this on our end. The fix, to my understanding, will come from Poly via Lens.

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

Best Regards

Steffen Baier

[Benjamin D.]

Hi,

Maybe posting the evolution of this problem to Poly Cloud Services Status (plcm.vc)?

Thank you,

Benjamin D.

[Frank Brieschke]

Microsoft has just confirmed the Problem in TM557737: Users may be unable to sign into Microsoft Teams on some Poly devices provisioned through the Poly Lens app

Current status: We've reviewed device logs and have determined that a third-party provisioning app is causing a misconfiguration in the underlying Microsoft Teams sign-in process and resulting in impact. We're working in collaboration with the third-party app owner to identify and develop a fix to address this issue.

Root cause: A third-party provisioning app is causing a misconfiguration in the underlying Microsoft Teams sign-in process and resulting in impact.

Next update by: Tuesday, May 23, 2023, at 2:00 PM UTC

[Troels Christensen]

I don't see any cases at Microsoft with case number TM557737

[Frank Brieschke]

It was closed on Tuesday with state false positive:

Final status: The investigation is complete and we've determined the Microsoft service is healthy. A service incident is not actually occurring. Our third-party provisioning application, Poly Lens will be communicating further incident updates in https://status.plcm.vc/incidents/vyhtj33y3hqh and this communication will expire in 24 hours.

[Beyond Conference]

Hi Troels, I also do not see it, not anymore. It was under Health-service health.
It is also not present in Issue history

[Beyond Conference]

Poly Lens - Unable to sign into MS Teams SIP Gateway

Incident status: Identified

The issue has been identified and a fix is being implemented.

Time posted

May 26, 08:39 MDT

At first check I was not able to logon.

[Frank Brieschke]

Current state: A fix has been implemented and we are monitoring the results.

Posted 12 hours ago. May 26, 2023 - 16:22 MDT

I have tested some devices today (VVX/Trio, current firmware) in our environment and they could all be registered and logged in successfully in SIP-Gateway, provisioned by Poly Lens.

Interested in the problem description and the solution

Thanxs to Poly support!