Yealink Meeting Bar & Touchscreen - Pairing Troubleshooting

Created by Nuway Engineer, Modified on Thu, 19 Mar at 10:08 AM by Nuway Engineer

Background

This document provides detailed troubleshooting steps for pairing issues between Yealink AIO device (MeetingBar A25/A40/A50) and touch console CTP25. With the introduction of the Microsoft Device Enrollment Platform (MDEP), Microsoft has updated the pairing logic and strengthened security and network-related checks.

As a result, some pairing failures may be caused by these new MDEP security and network requirements, rather than by any malfunction of Yealink devices. Similar pairing behavior can also occur on other devices that rely on MDEP in the Microsoft ecosystem.

In this document, we outline common symptoms, explain the underlying causes (including those related to the new MDEP flow), and provide recommended solutions to help you successfully complete the pairing process

NOTE
AIO: All-In-One Device, refers to MeetingBar Series or MeetingBoard Series.

Common Issues

1. Firmware Mismatch or Inconsistent Teams App Versions

Problem:

The A40 and CTP25 may fail to pair if their firmware versions are mismatched, or if the Teams App versions are inconsistent across the devices.

Cause:

Pairing requires both devices to run compatible firmware and Teams App versions. Any version mismatch can cause pairing issues.

Solution:

Ensure both devices are updated to the latest firmware and that their Teams App versions are compatible. Recent updates have resolved some pairing bugs in collaboration with the Microsoft MDEP team.

Reference : MeetingBarA50 Release Note MeetingBarA40 Release Note

2. IP Address Conflict Between Internet and VCH Network Interfaces

Problem:

When AIO and CTP25 are directly connected (via a single Ethernet cable), an IP address conflict occurs between the Internet NIC and the VCH NIC, preventing the AIO from completing the MDEP pairing request.

Cause:

In this direct connection scenario, the A40 assigns a 192.168.2.0/24 IP address to the CTP25 through its VCH port. If the Internet NIC on the A40 is also using the same IP range (192.168.2.0/24), this results in an IP conflict. This conflict causes networking issues, preventing the devices from pairing.

Solution:

To resolve this, there are two main options:

Adjust the Internet NIC's IP Range : Work with the IT department to assign a different IP range to the Internet NIC on the host device to avoid conflicts.

Change the VCH Port's IP Range : You can manually change the IP range assigned to the VCH port:
○ Access A40's Web management interface via a browser.
○ Navigate to System > Device Manager > Auto Provision > Server URL .
○ Enter the M7 statement: M7:direct.dhcpd.segment=192.168.50.0.
○ Scroll down and click Auto Provision Now (not Confirm ).

This will change the communication IP range for the VCH port and resolve the conflict.

3. NTP Time Synchronization Failure

Problem:

A40 or CTP25 cannot sync with the NTP server, leading to TLS certificate validation failure during the Remote Key Provisioning (RKP) phase, which ultimately causes pairing failure.

Cause:

By default, A40 and CTP25 devices use time.windows.com and pool.ntp.org as their primary and secondary NTP servers. Issues that could cause synchronization failure include:

DNS Resolution Failure : The DNS server configured on the device may not be able to resolve the NTP server addresses.

NTP Request Failure : Network firewalls may block NTP requests, preventing the devices from syncing with the time server.

Solution:

Work with IT engineers to ensure that the DNS servers configured on the devices can resolve the NTP server addresses. Also, ensure that any firewalls do not block NTP requests. The devices should be able to reach the NTP servers to synchronize their clocks.

Reference : The device log showing failed NTP synchronization requests.

4. Access to MDEP Service Endpoints Failing

Problem:

The host device (AIO) or CTP25 devices are unable to access MDEP Service Endpoints, preventing the devices from completing the pairing process.

Cause:

MDEP pairing requires access to specific service endpoints and ports. If these endpoints are blocked by a firewall or DNS resolution fails, the devices cannot complete the pairing process.

Solution:

Work with your IT team to ensure that the devices can access the MDEP service endpoints and ports. This includes ensuring that DNS servers can resolve the necessary endpoints and that firewalls allow the required IP addresses and ports.

6. Network Connectivity Check Failure

Problem:

A40 or CTP25 devices fail the network connectivity check, preventing pairing from being completed.

Cause:

Both devices attempt to verify their network connectivity by reaching specific HTTP/HTTPS URLs. If DNS resolution fails or firewalls block the probe requests, the network connectivity check will fail.

Solution:

Verify that the devices can resolve the following probe addresses:

http://www.google.com/generate_204

http://www.msftncsi.com/ncsi.txt

If DNS resolution fails or if network firewalls block these requests, work with the IT department to resolve the issue.

Best Verification Method

The most efficient way to verify network and pairing status is to connect both the host device (AIO) and the panel (CTP25) to a mobile hotspot and use public NTP servers. The hotspot assigns private IP addresses, and the DNS is resolved through the carrier's public DNS, avoiding firewall issues.
When connecting devices to a mobile hotspot, ensure that the wired network interface is disabled to avoid routing issues. If the wired connection is enabled, it may take priority, causing traffic to route through the wired network instead of the hotspot.

Diagnostic Log Collection

If pairing issues persist after addressing the common problems, exporting the device logs is essential for deeper investigation, especially for potential MDEP-related issues.

Steps to Export Diagnostic Logs :

Go to System > System Diagnostic .

Set Local Log Level to 6.

Click Start under Export All Diagnostic Files to begin logging, then reproduce the pairing issue.

Click Stop once the issue is reproduced.

Click Export to download the diagnostic files.

Refer to: System Diagnostic

Send the exported logs to our support team for further analysis. These logs will help identify any underlying MDEP-related issues.

Additional Notes:

If the AIO and CTP25 are connected directly with a single Ethernet cable, only collect logs from the AIO via its web interface.

If the AIO and CTP25 are connected over a local area network, collect and export diagnostic logs from both devices via their web interfaces.