Polycom CX 600 - Certificate web service cannot be found

Hi All,

I know, there are some same issues in the forum, bot those are not helpful for me. My problem is the same, via network cable (using just DHCP) the Polycom CX 600 Lync Phone are not able to sign in (however 1 month ago it was), returning the error message: 'Certificate web service cannot be found.'

I've double checked the DHCP options and all of them are OK! We are not using Windows DHCP, but the options are right, the 43 option containing the proper hexa value, the sub-options are also valid. From the DHCP log I can verify that the device got the options, but the phone still not able to sign in.

From the browser I cannot open the device, by it's IP, just with FTP:\\'IP'. There I could find a .clg1 log file, but it not containing useful information for me. 

This is the link of the log file: http://speedy.sh/XAgMT/system.clg1

If I run the DHCPUtil.exe -emulateclient on my workstation, I got the following:

Starting Discovery ...
Result: Failure =  -2147014848

Or... sometimes it has a result:

Starting Discovery ...
Sending Packet (Size: 288, Network Adapter: 57.56.69.138, Attempt Type: Broadcas
t + Unicast)
--Begin Packet--
DHCP: INFORM                (xid=5C1E8177)
DHCP: Op Code           (op)      = 1
DHCP: Hardware Type     (htype)   = 6
DHCP: Hops              (hops)    = 0
DHCP: Transaction ID    (xid)     = 1545503095
DHCP: Seconds           (secs)    = 0
DHCP: Flags             (flags)   = 0000
DHCP: Client IP Address (ciaddr)  = 57.56.69.138
DHCP: Your IP Address   (yiaddr)  = 0.0.0.0
DHCP: Server IP Address (siaddr)  = 0.0.0.0
DHCP: Relay IP Address  (giaddr)  = 0.0.0.0
DHCP: Client HW Address (chaddr)  = E0DB55DE###--End Packet--


Received Packet
Sender:57.20.120.85:67, Size:408
--Begin Packet--
DHCP: ACK                (xid=5C1E8177)
DHCP: Op Code           (op)      = 1
DHCP: Hardware Type     (htype)   = 6
DHCP: Hops              (hops)    = 0
DHCP: Transaction ID    (xid)     = 1545503095
DHCP: Seconds           (secs)    = 0
DHCP: Flags             (flags)   = 0000
DHCP: Client IP Address (ciaddr)  = 57.56.69.138
DHCP: Your IP Address   (yiaddr)  = 0.0.0.0
DHCP: Server IP Address (siaddr)  = 0.0.0.0
DHCP: Relay IP Address  (giaddr)  = 57.56.69.131
DHCP: Client HW Address (chaddr)  = E0DB55DE8993
DHCP: Server Host Name  (sname)   =
DHCP: Boot File Name    (file)    =
DHCP: Magic Cookie                = 99.130.83.99
DHCP: Option Field
    DHCP: DHCP MESSAGE TYPE(  53) = (Length: 1) DHCP ACK
    DHCP: Server Identifier(  54) = (Length: 4) 57.20.120.85
    DHCP: Client Identifier(  61) = (Length: 0)  ()
    DHCP: SIP Server( 120)        = (Length: 18) enc:0 lync2013.dlh.de (00086C79
6E633230313303646C6802646500)
    DHCP: Host Name(  12)         = (Length: 0)
    DHCP: Vendor Identifier(  60) = (Length: 0)
    DHCP: Param Req List(  55)    = (Length: 0) 0 0
    DHCP: Vendor Info(  43)       = (Length: 130) MS-UC-Clienthttps☼lync201
3.dlhE6465040334343305252F4365727450726F762F4365727450726F766973696F6E696E67536
572766963652E737663] (010C4D532D55432D436C69656E7402056874747073030F6C796E633230
31332E646C6802453634363530343033333433343333303532353246343336353732373435303732
36463736324634333635373237343530373236463736363937333639364636453639364536373533
36353732373636393633363532453733373636335D)
    DHCP: End of this option field
--End Packet--


Received Packet
Sender:57.20.120.85:67, Size:408
--Begin Packet--
DHCP: ACK                (xid=5C1E8177)
DHCP: Op Code           (op)      = 1
DHCP: Hardware Type     (htype)   = 6
DHCP: Hops              (hops)    = 0
DHCP: Transaction ID    (xid)     = 1545503095
DHCP: Seconds           (secs)    = 0
DHCP: Flags             (flags)   = 0000
DHCP: Client IP Address (ciaddr)  = 57.56.69.138
DHCP: Your IP Address   (yiaddr)  = 0.0.0.0
DHCP: Server IP Address (siaddr)  = 0.0.0.0
DHCP: Relay IP Address  (giaddr)  = 57.56.69.130
DHCP: Client HW Address (chaddr)  = E0DB55DE8993
DHCP: Server Host Name  (sname)   =
DHCP: Boot File Name    (file)    =
DHCP: Magic Cookie                = 99.130.83.99
DHCP: Option Field
    DHCP: DHCP MESSAGE TYPE(  53) = (Length: 1) DHCP ACK
    DHCP: Server Identifier(  54) = (Length: 4) 57.20.120.85
    DHCP: Client Identifier(  61) = (Length: 0)  ()
    DHCP: SIP Server( 120)        = (Length: 18) enc:0 lync2013.dlh.de (00086C79
6E633230313303646C6802646500)
    DHCP: Host Name(  12)         = (Length: 0)
    DHCP: Vendor Identifier(  60) = (Length: 0)
    DHCP: Param Req List(  55)    = (Length: 0) 0 0
    DHCP: Vendor Info(  43)       = (Length: 130) MS-UC-Clienthttps☼lync201
3.dlhE6465040334343305252F4365727450726F762F4365727450726F766973696F6E696E67536
572766963652E737663] (010C4D532D55432D436C69656E7402056874747073030F6C796E633230
31332E646C6802453634363530343033333433343333303532353246343336353732373435303732
36463736324634333635373237343530373236463736363937333639364636453639364536373533
36353732373636393633363532453733373636335D)
    DHCP: End of this option field
--End Packet--


Received Packet
Sender:57.20.120.100:67, Size:408
--Begin Packet--
DHCP: ACK                (xid=5C1E8177)
DHCP: Op Code           (op)      = 1
DHCP: Hardware Type     (htype)   = 6
DHCP: Hops              (hops)    = 0
DHCP: Transaction ID    (xid)     = 1545503095
DHCP: Seconds           (secs)    = 0
DHCP: Flags             (flags)   = 0000
DHCP: Client IP Address (ciaddr)  = 57.56.69.138
DHCP: Your IP Address   (yiaddr)  = 0.0.0.0
DHCP: Server IP Address (siaddr)  = 0.0.0.0
DHCP: Relay IP Address  (giaddr)  = 0.0.0.0
DHCP: Client HW Address (chaddr)  = E0DB55DE8993
DHCP: Server Host Name  (sname)   =
DHCP: Boot File Name    (file)    =
DHCP: Magic Cookie                = 99.130.83.99
DHCP: Option Field
    DHCP: DHCP MESSAGE TYPE(  53) = (Length: 1) DHCP ACK
    DHCP: Server Identifier(  54) = (Length: 4) 57.20.120.100
    DHCP: Client Identifier(  61) = (Length: 0)  ()
    DHCP: SIP Server( 120)        = (Length: 18) enc:0 lync2013.dlh.de (00086C79
6E633230313303646C6802646500)
    DHCP: Host Name(  12)         = (Length: 0)
    DHCP: Vendor Identifier(  60) = (Length: 0)
    DHCP: Param Req List(  55)    = (Length: 0) 0 0
    DHCP: Vendor Info(  43)       = (Length: 130) MS-UC-Clienthttps☼lync201
3.dlhE6465040334343305252F4365727450726F762F4365727450726F766973696F6E696E67536
572766963652E737663] (010C4D532D55432D436C69656E7402056874747073030F6C796E633230
31332E646C6802453634363530343033333433343333303532353246343336353732373435303732
36463736324634333635373237343530373236463736363937333639364636453639364536373533
36353732373636393633363532453733373636335D)
    DHCP: End of this option field
--End Packet--


Received Packet
Sender:57.20.120.100:67, Size:408
--Begin Packet--
DHCP: ACK                (xid=5C1E8177)
DHCP: Op Code           (op)      = 1
DHCP: Hardware Type     (htype)   = 6
DHCP: Hops              (hops)    = 0
DHCP: Transaction ID    (xid)     = 1545503095
DHCP: Seconds           (secs)    = 0
DHCP: Flags             (flags)   = 0000
DHCP: Client IP Address (ciaddr)  = 57.56.69.138
DHCP: Your IP Address   (yiaddr)  = 0.0.0.0
DHCP: Server IP Address (siaddr)  = 0.0.0.0
DHCP: Relay IP Address  (giaddr)  = 57.56.69.131
DHCP: Client HW Address (chaddr)  = E0DB55DE8993
DHCP: Server Host Name  (sname)   =
DHCP: Boot File Name    (file)    =
DHCP: Magic Cookie                = 99.130.83.99
DHCP: Option Field
    DHCP: DHCP MESSAGE TYPE(  53) = (Length: 1) DHCP ACK
    DHCP: Server Identifier(  54) = (Length: 4) 57.20.120.100
    DHCP: Client Identifier(  61) = (Length: 0)  ()
    DHCP: SIP Server( 120)        = (Length: 18) enc:0 lync2013.dlh.de (00086C79
6E633230313303646C6802646500)
    DHCP: Host Name(  12)         = (Length: 0)
    DHCP: Vendor Identifier(  60) = (Length: 0)
    DHCP: Param Req List(  55)    = (Length: 0) 0 0
    DHCP: Vendor Info(  43)       = (Length: 130) MS-UC-Clienthttps☼lync201
3.dlhE6465040334343305252F4365727450726F762F4365727450726F766973696F6E696E67536
572766963652E737663] (010C4D532D55432D436C69656E7402056874747073030F6C796E633230
31332E646C6802453634363530343033333433343333303532353246343336353732373435303732
36463736324634333635373237343530373236463736363937333639364636453639364536373533
36353732373636393633363532453733373636335D)
    DHCP: End of this option field
--End Packet--


Received Packet
Sender:57.20.120.100:67, Size:408
--Begin Packet--
DHCP: ACK                (xid=5C1E8177)
DHCP: Op Code           (op)      = 1
DHCP: Hardware Type     (htype)   = 6
DHCP: Hops              (hops)    = 0
DHCP: Transaction ID    (xid)     = 1545503095
DHCP: Seconds           (secs)    = 0
DHCP: Flags             (flags)   = 0000
DHCP: Client IP Address (ciaddr)  = 57.56.69.138
DHCP: Your IP Address   (yiaddr)  = 0.0.0.0
DHCP: Server IP Address (siaddr)  = 0.0.0.0
DHCP: Relay IP Address  (giaddr)  = 57.56.69.130
DHCP: Client HW Address (chaddr)  = E0DB55DE8993
DHCP: Server Host Name  (sname)   =
DHCP: Boot File Name    (file)    =
DHCP: Magic Cookie                = 99.130.83.99
DHCP: Option Field
    DHCP: DHCP MESSAGE TYPE(  53) = (Length: 1) DHCP ACK
    DHCP: Server Identifier(  54) = (Length: 4) 57.20.120.100
    DHCP: Client Identifier(  61) = (Length: 0)  ()
    DHCP: SIP Server( 120)        = (Length: 18) enc:0 lync2013.dlh.de (00086C79
6E633230313303646C6802646500)
    DHCP: Host Name(  12)         = (Length: 0)
    DHCP: Vendor Identifier(  60) = (Length: 0)
    DHCP: Param Req List(  55)    = (Length: 0) 0 0
    DHCP: Vendor Info(  43)       = (Length: 130) MS-UC-Clienthttps☼lync201
3.dlhE6465040334343305252F4365727450726F762F4365727450726F766973696F6E696E67536
572766963652E737663] (010C4D532D55432D436C69656E7402056874747073030F6C796E633230
31332E646C6802453634363530343033333433343333303532353246343336353732373435303732
36463736324634333635373237343530373236463736363937333639364636453639364536373533
36353732373636393633363532453733373636335D)
    DHCP: End of this option field
--End Packet--


Result: Failure =  1

I don't know what is that Failure = 1

Has anybody an idea???

Many thanks,

Tams

January 8th, 2014 12:29pm
Have you add the ntp scope. ? Option 42 Check out this blog post from one of my colleagues http://lyncdup.com/2013/02/setting-up-dhcp-server-options-manually-for-lync-20102013-phones/
Free Windows Admin Tool Kit Click here and download it now
January 8th, 2014 10:37pm

The option 43 didnt work correctly. You cant get the correct certificate web service URL.

Please check the option number 004 for WebServerPort in DHCP option 43 is set to 443.

January 9th, 2014 3:43pm

Hi,

The DHCP options are good.

Finally, I was able to run the test-csphonebootsrap cmdlet, and I got the following error:

Result        : Failure
Latency       : 00:00:01.2179659
Error Message : No response received for getting root certificate chain.
                Inner Exception:The remote server returned an unexpected respon
                se: (417) Expectation Failed.
                Inner Exception:The remote server returned an error: (417) Expe
                ctation Failed.

Diagnosis     :
                Inner Diagnosis:Mime-Version : 1.0
                X-Squid-Error : ERR_INVALID_REQ 0
                Vary : Accept-Language
                Content-Language : en
                X-Cache : MISS from proxy.lsy.bud.dlh.de
                X-Cache-Lookup : NONE from proxy.lsy.bud.dlh.de:3128
                Connection : close
                Content-Length : 3944
                Content-Type : text/html
                Date : Thu, 09 Jan 2014 13:24:47 GMT
                Server : squid/3.1.10
                Via : 1.0 proxy.lsy.bud.dlh.de (squid/3.1.10)



VERBOSE: Workflow
'Microsoft.Rtc.SyntheticTransactions.Workflows.STPhoneBootstrapWorkflow'
started.
Workflow
'Microsoft.Rtc.SyntheticTransactions.Workflows.STPhoneBootstrapWorkflow'
completed in '0.0001508' seconds.
Target server Fqdn or web service Url not provided. Will have to do DHCP
Registrar Discovery.
An exception 'No response received for getting root certificate chain.'
occurred during Workflow
Microsoft.Rtc.SyntheticTransactions.Workflows.STPhoneBootstrapWorkflow
execution.
Exception Call Stack:    at
Microsoft.Rtc.Admin.Authentication.WebServicesHelper.GetRootCertChains()
   at
Microsoft.Rtc.SyntheticTransactions.Activities.GetRootCertChainsActivity.Intern
alExecute(ActivityExecutionContext executionContext)
   at
Microsoft.Rtc.SyntheticTransactions.Activities.SyntheticTransactionsActivity.Ex
ecute(ActivityExecutionContext executionContext)
   at System.Workflow.ComponentModel.ActivityExecutor`1.Execute(T activity,
ActivityExecutionContext executionContext)
   at
System.Workflow.ComponentModel.ActivityExecutorOperation.Run(IWorkflowCoreRunti
me workflowCoreRuntime)
   at System.Workflow.Runtime.Scheduler.Run()

Server stack trace:
   at
System.ServiceModel.Channels.HttpChannelUtilities.ValidateRequestReplyResponse(
HttpWebRequest request, HttpWebResponse response, HttpChannelFactory`1 factory,
 WebException responseException, ChannelBinding channelBinding)
   at
System.ServiceModel.Channels.HttpChannelFactory`1.HttpRequestChannel.HttpChanne
lRequest.WaitForReply(TimeSpan timeout)
   at System.ServiceModel.Channels.RequestChannel.Request(Message message,
TimeSpan timeout)
   at System.ServiceModel.Channels.ServiceChannel.Call(String action, Boolean
oneway, ProxyOperationRuntime operation, Object[] ins, Object[] outs, TimeSpan
timeout)
   at
System.ServiceModel.Channels.ServiceChannelProxy.InvokeService(IMethodCallMessa
ge methodCall, ProxyOperationRuntime operation)
   at System.ServiceModel.Channels.ServiceChannelProxy.Invoke(IMessage
message)

Exception rethrown at [0]:
   at System.Runtime.Remoting.Proxies.RealProxy.HandleReturnMessage(IMessage
reqMsg, IMessage retMsg)
   at System.Runtime.Remoting.Proxies.RealProxy.PrivateInvoke(MessageData&
msgData, Int32 type)
   at RootCertChainService.GetRootCertChains(GetRootCertChainsRequest request)
   at Microsoft.Rtc.Admin.Authentication.WebServicesHelper.GetRootCertChains()
'DHCPDiscover' activity started.
Starting DHCP registrar discovery...
Constructing a DHCP packet.
Adding DHCP option PARAMETER_REQUEST_LIST.
Successfully added DHCP option.
Adding DHCP option VENDOR_CLASS_IDENTIFIER.
Successfully added DHCP option.
Successfully constructed DHCP packet.
Trying to open an udp connection.
Remote IP : 255.255.255.255.
Local IP : 10.150.7.33.
\tCreating a new UDP client.
Udp connection successfully created.
Sending packet.
Remote IP : 255.255.255.255.
Remote Port : 67.
Packet sent successfully.
DHCP discovery message send. Waiting for DHCP servers to respond.
Data received successfully.
Remote IP : 57.20.120.85.
Remote Port : 67.
Response received for the DHCP Discovery message.
Constructing a DHCP packet from received raw data.
Extracting DHCP Options.
Successfully constructed DHCP packet.
Return value for DHCP option : SIP_SERVER.
Found registrar Fqdn : lyncpool.dlh.de.
Searching for DHCP sub option : VENDOR_SPECIFIC_INFORMATION.1.
Return value for DHCP option : VENDOR_SPECIFIC_INFORMATION.
Found DHCP sub option : VENDOR_SPECIFIC_INFORMATION.1 - MS-UC-Client.
Successfully extracted sub option value.
Searching for DHCP sub option : VENDOR_SPECIFIC_INFORMATION.2.
Return value for DHCP option : VENDOR_SPECIFIC_INFORMATION.
Found DHCP sub option : VENDOR_SPECIFIC_INFORMATION.2 - https.
Successfully extracted sub option value.
Searching for DHCP sub option : VENDOR_SPECIFIC_INFORMATION.3.
Return value for DHCP option : VENDOR_SPECIFIC_INFORMATION.
Found DHCP sub option : VENDOR_SPECIFIC_INFORMATION.3 - lyncpool.dlh.de.
Successfully extracted sub option value.
Searching for DHCP sub option : VENDOR_SPECIFIC_INFORMATION.4.
Return value for DHCP option : VENDOR_SPECIFIC_INFORMATION.
Found DHCP sub option : VENDOR_SPECIFIC_INFORMATION.4 - 443.
Successfully extracted sub option value.
Searching for DHCP sub option : VENDOR_SPECIFIC_INFORMATION.5.
Return value for DHCP option : VENDOR_SPECIFIC_INFORMATION.
Found DHCP sub option : VENDOR_SPECIFIC_INFORMATION.5 -
/CertProv/CertProvisioningService.svc.
Successfully extracted sub option value.
Found web service Url :
https://lyncpool.dlh.de:443/CertProv/CertProvisioningService.svc.
Disconnecting.
DHCP registrar discovery activity completed successfully.
'DHCPDiscover' activity completed in '1.2179659' seconds.
'GetRootCertChains' activity started.
Trying to download a certificate chain from web service.
Web Service Url : http://lyncpool.dlh.de/CertProv/CertProvisioningService.svc
Could not download certificate chain from web service.
CHECK:
 - Web service Url is valid and the web services are functional.
'UnRegister' activity started.
'UnRegister' activity completed in '3.78E-05' seconds.
VERBOSE: Workflow Instance ID 'a9313cfa-b82c-4bd2-9df6-81acca1bcbbc' completed.
VERBOSE: Workflow run-time (sec): 1.5083016.

It looks like the telephone are not able to download the root CA, but the webservice is available and reachable via port 80 and 443 too.... So, what is the reason? Why the Polycom CX600 is not able to download the root CA??

Free Windows Admin Tool Kit Click here and download it now
January 9th, 2014 4:50pm

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