A common area phone does not try to sign in after it disconnects from the server in a Lync Server 2010 environment

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Article ID: 2688319 - View products that this article applies to.
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SYMPTOMS

Consider the following scenario:
  • You have a common area phone that is running Microsoft Lync 2010 Phone Edition in a Microsoft Lync Server 2010 environment.
  • You sign in to the phone by using a common area phone account.
  • The administrator shuts down the Lync Server 2010 Front End server. Therefore, you receive the following error message on the phone:
    Signing in... Cannot sign in. There may be a problem with the server or with your network connection. Please check your network connection. Retrying…
  • The administrator restarts the Lync Server 2010 Front End server.
  • You wait for several minutes.
In this scenario, the phone does not sign in automatically as expected.

CAUSE

This issue occurs because there is a problem in the logic that is used to retry the sign-in process in common area phones. Therefore, the common area phone does not try to reconnect to the server.

RESOLUTION

To resolve this issue, install the appropriate cumulative update for the telephone that you are using:
For HP 4110 and HP 4120 telephones
2672743 Description of the cumulative update for Lync 2010 Phone Edition for HP 4110 and HP 4120: February 2012

For Polycom CX500, Polycom CX600, and Polycom CX3000 telephones
2672349 Description of the cumulative update for Lync 2010 Phone Edition for Polycom CX500, Polycom CX600, and Polycom CX3000: February 2012

For Aastra 6721ip and Aastra 6725ip telephones
2672352 Description of the cumulative update for Lync 2010 Phone Edition for Aastra 6721ip and Aastra 6725ip: February 2012

WORKAROUND

To work around this issue, use one of the following steps.

Method 1
Restart the phone.

Method 2
Press Cancel, and then sign in to the phone by using the common area phone account.

MORE INFORMATION

For more information about how to configure a common area phone, visit the following Microsoft website:
How to configure a common area phone
The third-party products that this article discusses are manufactured by companies that are independent of Microsoft. Microsoft makes no warranty, implied or otherwise, about the performance or reliability of these products.

Properties

Article ID: 2688319 - Last Review: May 14, 2012 - Revision: 2.0
APPLIES TO
  • Microsoft Lync Server 2010 Standard Edition
  • Microsoft Lync Server 2010 Enterprise Edition
Keywords: 
kbqfe kbfix kbsurveynew kbexpertiseinter KB2688319

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