We recently installed the latest firmware (7577.4372) for the PolyCom CX500/600 phone edition.

Since installing this we have discovered a sign-in issue if more than 1 user is using the same phone.

We have CX500 & CX600 phones: the CX600 phones are tethered and we are running Lync Server 2010 with Lync 2010 clients. There is no PIN code policy,

Our scenario is as follows:

If User A is the first person to logon to the phone fine no issues.

If User A then logs off (Switch User) and then User B tries it fails to sign in with the following message.

Cannot Sign-In. Please verify your sign-in address, domain\user name and password and try again. Please verify that the domain entered GIVENNAME.SURNAME is correct

We found the only way to allow User B to sign-in to the phone is to power cycle the phone and factory reset it (4&6).

We didnt have this issue when on firmware version 7577.4100.

Were beginning to wonder if we should rollback to the previous version, but wondered if anyone else was having this issue and resolved it?

Julian

Hi,

Is there any error after running Test-CsPhoneBootstrap?

Try to troubleshoot with the hints from Jeff Schertz:

http://blog.schertz.name/2012/03/troubleshooting-lync-phone-edition-issues/

Note: Microsoft is providing this information as a convenience to you. The sites are not controlled by Microsoft. Microsoft cannot make any representations regarding the quality, safety, or suitability of any software or information found there. Please make sure that you completely understand the risk before retrieving any suggestions from the above link.

Hi

there are no errors after running the test-CsPhoneBootstrap command.

We have worked through Jeff's blog and that hasn't helped.

I must emphasise that this has only started happening since rolling out the latest firmware update to the handsets (version 4.0.4577.4372)

Julian

Hi,

a newer firmware 7577.4387 has been released, would you like to try if it works with no issue?

http://support.microsoft.com/kb/2819322/en-us

 

thanks,

Hi

We applied the latest firmware to a test device and it has made no difference - still unable to change user.

Julian

Hi,

We have the same issue after updating from version 7577.4366 to 7577.4387.

We can sign in with the user who were logged in before the update, but can't change user (not even with a hard or soft reset). It just says "Signing in... Connecting to Lync Server".

http://social.technet.microsoft.com/Forums/en-US/ocsclients/thread/d5578af4-cb5b-4494-b70d-906b58ac2d8c?

This is a similar issue in this thread, I have posted a workaround that Microsoft have come up with. I had the same issue as the original poster (just with a more generic error message on LPE), but hope this may help you.

I'm seeing this same problem with 7577.4387. It only affects PIN authentication on Polycom CX series phones. Authentication through USB tethering still works and PIN auth works on Aastra phones running the same firmware version. Test-CsPhoneBootstrap returns no errors and there are no SChannel or authentication errors on the Lync servers.

Performing a factory reset on the device by holding down 4 and 6 while the phone boots up solves the problem, because it reverts the phone to 7577.4100. This isn't a good workaround because it removes all of the new features added in the recent updates.

Instead of doing the 4,6 reset on the Polycom phone, attempt a *,# reset which will wipe only user information and not revert the firmware.

Doing a *,# did not work. Only doing a 4,6 to revert the firmware solved the problem. I've reproduced the issue with several phones and several users. There seems to be a bug in the firmware update. The phones work fine out of the box with 4100, then as soon as they get the 4387 update PIN auth stops working. Reverting back to 4100 is the only thing that resolves the issue. I haven't tested with the other updates that came between 4100 and 4387.