Polycom Lync Phone – An account matching this phone number cannot be found

Symptom:

When you try to sign in to a Polycom Lync Enabled phone (CX600, CX3000, etc.), you receive the following error:

An account matching this phone number cannot be found. Please contact your support team.

Solution:

I found out that this appeared to be caused from a change made to the Lync front-end server.  There are two things that need to happen.

  1. Make sure the ports for 80 and 443 have been opened on the server’s firewall.
  2. Try running the following command in the Lync Management Shell on the front-end server.
    1. TestCsPhoneBootstrap -PhoneOrExt 15555551234 –PIN 5678 -verbose
    2. The verbose command should output all information needed to figure out where things are going wrong.  In my case, I had an issue with the phone being able to pull-down a certificate (The verbose command revealed the following: “Could not download certificate chain from web service.”).  After restarting IIS, I was able to authenticate via the phone to Lync.
    3. Just as an FYI, once you see Result: Success, you will be able to login to the phone.  Prior to seeing that, I was seeing a Result: Failed when the phone could not connect.

4 thoughts on “Polycom Lync Phone – An account matching this phone number cannot be found

  1. hasanreza

    I had the same issue , with almost the same result.

    Finally came out to be a Firewall issue, while the port 80 between the phone Vlan and Server Vlan was open, UTM was blocking the SOAP protocol ( Simple Object Access protocol, is a protocol specification for exchanging structured information in the implementation of web services in computer networks) Once allowed, the issue was immediately sorted.

    Reply
  2. Doug Brill

    I am having the same problem but when I do the Verbose I get this error and not sure where to look.

    VERBOSE: Workflow
    ‘Microsoft.Rtc.SyntheticTransactions.Workflows.STPhoneBootstrapWorkflow’ started.

    Workflow
    ‘Microsoft.Rtc.SyntheticTransactions.Workflows.STPhoneBootstrapWorkflow’ completed in ‘0.0605667’ seconds.
    Target server Fqdn or web service Url not provided. Will have to do DHCP Registrar Discovery.
    An exception ‘An attempt was made to access a socket in a way forbidden by its
    access permissions’ occurred during Workflow Microsoft.Rtc.SyntheticTransactions.Workflows.STPhoneBootstrapWorkflow execution.
    Exception Call Stack:
    at System.Net.Sockets.Socket.DoBind(EndPointendPointSnapshot, SocketAddress socketAddress)
    at System.Net.Sockets.Socket.Bind(EndPoint localEP)
    at Microsoft.Rtc.SyntheticTransactions.DHCPClient.Connect(String serverIP,String clientIP)
    at Microsoft.Rtc.SyntheticTransactions.Activities.DHCPDiscoverActivity.InternalExecute(ActivityExecutionContext executionContext)
    at Microsoft.Rtc.SyntheticTransactions.Activities.SyntheticTransactionsActivity.Execute(ActivityExecutionContext executionContext)
    at System.Workflow.ComponentModel.ActivityExecutor`1.Execute(T activity, ActivityExecutionContext executionContext)
    at System.Workflow.ComponentModel.ActivityExecutorOperation.Run(IWorkflowCoreRuntime workflowCoreRuntime)
    at System.Workflow.Runtime.Scheduler.Run()

    ‘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 : 169.254.159.19.
    \tCreating a new UDP client.
    ERROR during DHCP registrar discovery.
    Disconnecting.
    ‘UnRegister’ activity started.
    ‘UnRegister’ activity completed in ‘0.0029531’ seconds.
    VERBOSE: Workflow Instance ID ‘d00dadec-21c3-497b-9d75-d1585c8eb0ec’ completed.
    VERBOSE: Workflow run-time (sec): 3.1370667.

    Reply

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