We recently had a user who reported that his Lync Phone (Polycom CX600) was signed out when he came in first thing in the morning and it was sitting at a sign-in error page.  The phone then was having problems signing in.  We had to factory reset the phone is order for it to get reconnected. 

After the user complained once again about a week later that he found he phone signed out, I had the local tech take a look at the phone.  She tells me it was then signed in.  Now i'm baffled.  The phone was signed out earlier but then decided to sign itself back in and was working just fine.  One thing else to note, we replaced the phone with a brand new one and still had the same issues.

I checked the DBAnalyze logs with snooper and found several errors that concerned me.  Here is one of the errors I found:

Error Time

: 4/15/2013 10:46:19 PM

Call Id

: abcdef

From Tag

: def

To Tag

: abc

Error Code

: 0

Ms-diagnostic Id

: 52074

Request Type

: SIGNIN

Content Type

: application/xml

Error Diagnostic Header

: 52074;reason="Abnormal signout";source="";domain=""; peerServer=""; DiagCode="0"; HRESULT="0x80ee0088"; SignOutTime="2013-04-15T22-45-14Z"; SignInTime="2013-04-15T22-46-18Z"

Client version

: CPE/4.0.7577.4372 OC

Phone/4.0.7577.4372 (Microsoft LyncPhoneEdition)

From User

: auser@domain.com

To User

: buser@domain.com

The part that concerns me is the "ABNORMAL SIGNOUT" message.  I found that this is happening to quite a few users around the company and quite frequently.  Has anyone else seen this issue before and if so, any clue as to what an abnormal signout is?  Upper-management would like an explanation and i'm not quite sure how to explain it. 

Any thoughts?

I have seen similar problems, most is related with certificate.

Try the solutions in the following KB.

http://support.microsoft.com/kb/2464556?wa=wsignin1.0

Thanks for responding Lisa. 

I don't see the exact events described in the KB Article that you sent but I do see some similar schannel errors that are not descript at all.

Log Name:      System
Source:        Schannel
Date:          4/19/2013 9:03:09 AM
Event ID:      36888
Task Category: None
Level:         Error
Keywords:     
User:          SYSTEM
Computer:      xxx.xxx.local
Description:
The following fatal alert was generated: 10. The internal error state is 1203.

---------------------------------------------------------------

Our certificates are provided by a 3rd party provider. 

I just had a user next to me a few minutes ago say that his phone disconnected and reconnected itself randomly.  I looked at the snooper logs and found an "ABNORMAL SIGNOUT" message for his account. 

I'm looking at a network hiccup or PoE issues right now, unless someone else has any other ideas?

 

Still experiencing issues with phones signing out and not automatically signing back in.  It looks as though whenever there is a disconnection or server restart, the phones do not always sign themselves back in automatically.  You have to press "Cancel" and then "Sign-in" on the phone to get it to log back in.

hi John,

wondering if you can share your knowledge on how you ended up resolving or what you are doing with this issue.  i have the same random sign out/sign in issue and the phone logs shows abnormal signout.  I dont see the error ID described in the KB but i get the event id 36888 just like you.

I have also reached out to MS but they said its a netwokr issue and i have been working with all network eng and i dont see any issues with network.

Pls let me know.  much appriciated.

vijay

Hi Vijay,

Unfortunately, I have not been able to find out a solution.  The phones in question still have the same problem.  I have one user whos phone is logged out EVERY morning when she comes in.  No reason I can find.  Not sure what time it happens.  All she has to do is press "Cancel" and "Sign In".  The phone will log itself back in. 

This user does have to go over our MPLS back to our data center, but it doesn't seem that any of the other users are having the same issue.  We have swapped out these phones several times now.  Still nothing.  I wish I could get a straight answer from MS.

Hi,

Before upgrading the firmware to .4387 (latest update is .4411), I had the experience the same issue. Majority of the users from different sites complained the polycom device (CX600 and CX3000)) cannot sign back in successfully. They need to use "cancel" and "sign-in" / Switch  User to sign in as the default/saved account".

After upgrading the firmware to .4387 and reconfiguring the DHCP scope, the devices showed are stability. However, couple of weeks later, the devices failed to auto sign-in on one of the site after a power failure. To sign-in successfully, a hard reset on all devices was required.

hi John,

your morning sign out can be related to the cisco siwtches (if its plugged into cisco siwtch).  check this link out.

http://blog.msvconsultancy.co.uk/2012/07/lync-phones-reboot-when-attached-to-cisco-switches/

not sure if that woul help.

my case is completely different.

thanks

vijay

Hi John,

We're experiencing the same issue and it only seems to be a handful of phones (out of 1,500).

Did you ever figure out the issue?

Thanks!

Hi Ben,

Unfortunately, no. The environment doesn't exhibit those characteristics.  However, I was able to work with my networking team and found that there were certain profiles being excluded/added to the ports that had something to do with timeouts or priority (forgive me, my network background is not advanced). 

We did find that on some phones, by tweaking the port settings, the phone either did not disconnect because of high WAN utilization or was able to reconnect fairly quickly. 

Just a bit of info that might help.

-John

Unfortunately, no.  Still no response.  I begin to wonder if MS has moved on??

I have seen this occur for two separate reasons in the past;

1.) Veeam backup / replication saturating the network and causing the LPE devices to disconnect from the Front End.

2.) Power saving on switches during the night resulting in the same.

Are either of those relevant to your environments? Are the 'handful of phones' all connected to the same network segment? In both my examples the phones failed to recover and sign back in automatically even when the network appeared to be operating correctly.

Kind regards
Ben

I have faced this scenario before using a qualified phone

the optimized phone were ok , the qualified were re-registering every sometime

there were a log in the snooper that a reset has sent to the phone IP 

the optimized phone timer were longer so it doesn't show the re-register 

it was a network issue in the customer site , as we have tried a phone directly connected to same server switch and it was Ok

so you can give it a try and if it is Ok , then check the core network 

Regards,