Polycom Group Series 500 registration rejected on cisco call manager

[patomon002]

Hello Team, a new polycom group series 500 was just deployed to my company, i am having issues integrating it into cisco call manager. The polycom sip setting shows "registration failed" while the registration status on CUCM shows " rejected". Please i need help on what to do to sort this out.

[SteffenBaierUK]

Hello patomon002,

welcome to the Polycom Community.

It is always useful to include the currently used UC Software version as issues experienced or a question asked may already be addressed in a newer release.

This also allows yourself and others to check against current software release notes, Administrator Guides or FAQ post’s.

The above is also stated in the "Must Read First" and is the absolute minimum requirement every new post should include. .

In addition providing us with this basic information gives Polycom an idea what Software Versions are used in the field and avoids wasting time trying to troubleshoot issues which have already been addressed.

In addition you did not tell us if you followed publicly available documents already.

Have a look at the attached Polycom® Unified Communications Deployment Guide for Cisco Environments which covers this as an example in the "Polycom® Unified Communications Deployment Guide for Cisco Environments" section.

Usually it is not following the guides 100% and maybe as simple as not specifying the MAC address of the GroupSeries.

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

[patomon002]

Hello Steffen, i have followed the instructions and am yet to be able to register the Group series successfully to CUCM. The message i get on CUCM is "registration rejected"

I have tried all i can, but no result. 

The group series 500 information below.

hardware version : 10
System Software:Release - 6.1.0-310348

CUCM Version :  System version: 11.5.1.13900-52

Your help in solving this will be much appreciated.

Thanks

[SteffenBaierUK]

Hello patomon002,

first of all you should be on a currently supported software version like 6.1.3.

This may not make much of a change.

In addition you may want to check via Wireshark as shown => here <= what SIP error message you receive.

In addition did you yet check the Logs ?

Most likely you may have not followed the guide 100% but as you did not post any screenshots from the GroupSeries and in addition from the CUCM so we could compare these it is very hard.

You are more than welcome to post all of the above including logs so other users can try and help you but if you require support please follow the below.

In addition did you yet contact Cisco on this?

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

[patomon002 · Accepted solution]

Hello

I have been able to resolve the issue, the problem was with the Digest user credentials.

I was inputting the DN in place of the Digest user ID during the setup of SIP configuration of the group series.

[VideoAdmin123]

Hi Team, I have a Group 310 with Release - 5.0.0-211246 and I can´t Update it. From Website upload canceld between 20-30%. Usb STick directly to Device nothing happend. I also try to Register it on CUCM but Device is not trusted. Please help ! Thanks, Martin

[SteffenBaierUK]

Hello ,

From our Support Page => here <=

Microsoft has announced changes related to the Microsoft Online device registration requirement. These changes affect RealPresence Group Series systems registered for Skype for Business accounts. Before upgrading your Microsoft environment RealPresence Group Series system to 6.2.1.1, see the Technical Advisory for specific changes and actions required.

Best Regards

Steffen Baier