Polycom CCX-505 Phone will not login to teams remotely

Yes, that was the issue. InTune policies were not in place to allow the phone access to teams. Conditional Access and compliance policies have to be created and match that device before the phone can sign in to MS Teams. I had to reach out to my Azure Administrator to create the conditional access policy as I do not have the rights to do so myself.

Hi @Perez, Jacob,

Thank you for bringing the issue with your Polycom CCX-505 Teams desk phones to our attention. Based on your description, where the phones successfully log in on a trusted network but immediately log out on home or public networks, this behavior is commonly linked to Microsoft Entra Conditional Access (CA) policies or Intune compliance settings.

To help narrow down the root cause, we recommend contacting Microsoft Support directly. Their online support agents can assist with tenant-level diagnostics and provide guided troubleshooting tailored to your environment—such as accessing backend logs, validating tenant-wide settings, and offering remediation steps.

Engaging with Microsoft Support also gives you access to live assistance and the ability to escalate the issue to specialized teams if needed. Their agents are equipped to perform deeper backend analysis and deliver targeted solutions that go beyond what can typically be provided through forum-based support.

You can contact them via phone number to Microsoft Support: 

• Visit Phone Number – Microsoft Support  
• Select your country/region own phone number for support.   

Or you can access the support portal via admin center and submit your ticket:

To create a Support ticket, you can go to Microsoft 365 admin center (use your admin credential)

• Please follow this article: Get support - Microsoft 365 admin | Microsoft Learn. 
• On right bottom corner click on "Help & support"    

• After that choose the "Contact support".   

• Fill out the required information in the form, including a description of the issue you are experiencing. 
• Click on the "Create" button to submit your request. Which will give you a ticket number. 
• Once your request is submitted, a support engineer will be assigned to your case and will contact you to provide assistance.  

As a final note, to ensure the most productive and efficient troubleshooting experience during your upcoming session, we recommend reviewing your current configuration and gathering relevant details in advance. This includes:

• Verifying Conditional Access and Intune compliance settings.
• Confirming the Teams app and firmware versions on the affected devices.
• Testing login behavior on different networks (e.g., mobile hotspot).
• Preparing any screenshots or logs that capture the issue.

Being prepared will help streamline the session, allow us to focus on the most critical areas, and potentially lead to a faster resolution. If you have any questions while reviewing these items, feel free to reach out beforehand.

Note: We appreciate your understanding regarding the scope of support available through this forum. As moderators, our role is to provide general guidance and assist with common troubleshooting steps. While we do not have access to internal systems or administrative tools required to resolve account-specific or backend-related issues, but we’ll continue doing our best to support you within the scope of our responsibilities.  

I hope the information provided proves useful. Please proceed with the outlined steps and let me know whether they resolve the issue. If not, I’ll be glad to continue working with you to find a solution.

Thank you for your patience and understanding throughout this process. Should you have any questions or need further assistance, feel free to reach out at any time.

Wising you a great day ahead.

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