AudioCodes 400HD Series - Troubleshooting Automatic Provisioning; Table 2-9: Troubleshooting Deployment Problems; Using the Phone Screen

400HD IP Phones Series - Teams Compatible
Administrator's Manual 42 Document #: LTRT-09960
2.5 Troubleshooting Automatic Provisioning
2.5.1 Using the Phone Screen
Use the table below to help troubleshoot deployment problems that can occur after preparing
the enterprise network environment for IP phone deployment.
Tip: Use the first phone that you deploy as an indicator for the entire deployment. If the
first phone plugs in and plays without irregularities, all phones deployed after it should
also. If it doesn't, troubleshoot as shown in this section before proceeding to deploy the
other phones.
Note: After preparing the network and verifying readiness, make sure the Skype for
Business PC client is operating, i.e., that the Skype for Business server-client (Front End)
setup is correct. Only after this, deploy the first phone.
Table 2-9: Troubleshooting Deployment Problems
Problem / Phone Screen Notification Corrective Action
Certificate problem
Phone Screen Notification:
"Failed to validate certificate" -or-
"Failed to obtain user certificate"
Three possible actions:
 Make sure DHCP Option 43, sub-option 5, was
enabled in the DHCP server. If it wasn't, enable it.
 Make sure you can access the Skype for
Business Web service URL:
https://lyncsvrWebPoolFQDN:443/CertProv/CertProvisioningService.svc
 Query the LDAP server:
_ldap._tcp.<DOMAIN name>
Make sure it was enabled. If it wasn't, enable it in
order to get the root certificate.
Synchronization problem.
Phone Screen Notification:
"Failed to connect to time server" -or-
"PIN internal error"

Make sure
at least one
of the following was
configured to enable synchronization:

NTP server, via DNS SRV record
(_ntp._udp.<SIP domain>pointing to NTP
server)

NTP server, returned via DHCP Option 42

Time.windows.com

Time.nist.gov
 Configuration Parameter (manually)
Phone not initializing Make sure DHCP is enabled.
Cannot find SIP server for 'Domain
name'. Phone can't perform registration.
Phone Screen Notification:
"Failed to connect <domain> server"
-or-
"Cannot find Lync server at <>"
 Make sure at least one of the following is enabled
in the DNS server:
 _sipinternaltls._tcp.<domain> (for TLS)
 DHCP results (Option 120) (for TLS)
 _sipinternal._tcp.<Domain> (for TCP)
 DHCP results (Option 120) (for TCP)
 _sip._tls.<Domain> (for TLS)
 _sip._tcp.<Domain> (for TCP)