Forum Discussion
Polycom VVX 411 Signing out Users at Random
Hello,
We are about to roll out Polycom VVX411 phones using SfB but in our testing users are getting logged out seemingly randomly between 7-30 days. They do get an error "Exchange authentication failed. Sign out and sign in again." on their Polycom phones about 1-2 hours before the phone actually logs them out. We are running Polycom UC Software version 5.9.3.2857
We have MFA enabled for our end users also. We are using SfB and Exchange online, nothing on-prem.
Has anyone seen or fixed this issue in their environment?
Thanks!
15 Replies
Hi CosmoDenger
If you are using MFA, web sign-in is required.
Ref: https://documents.polycom.com/bundle/ucs-sfb-dg-5-9-0/page/c-ucs-sfb-web-sign-in-for-skype-for-business-online.html
Web Sign In supports Multi-Factor Authentication (MFA) on polycom phones. If you are using MFA, you must use Web Sign In as the user sign-in method with Polycom phones.
For more information on configuring Office 365, see Microsoft's Configure Azure Multi-Factor Authentication Settings.
DamianCastillo, absolutely. We have no problems signing in. The issue is that our users are signed out automatically every 7 days. I have two cases open with Microsoft and no one can figure out what to change to prevent the sign outs.
Hello CosmoDenger
Are you still having the same issue? usually, that kind of error can be found in the logs of the phones.
You can try checking this Poly community post:
https://community.polycom.com/t5/VoIP-SIP-Phones/FAQ-How-can-change-Logging-Levels-or-use-Syslog/td-p/4741
I would recommend you to enable these ones for exchange issues:
app1=2 , pps=2 , sip=debug, so=2 , auth=debug nisvc= debug pgui= debug curl=1
and for registration issues:
app1=2 , pps=1 , sip=debug, so=2 , auth=debug nisvc= debug tls= debug curl=1
Also, you may confirm that the consent its being applied by your O365 Admin:
That would give you an idea.
(Y) 😄
Update: I have a ticket open with Microsoft and Polycom for this issue. At this point they are just pointing fingers at each other. I'll update everyone if we find a solution.
