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RealPresence Trio 8800 Skype for Business Online Sign-in issue

Greetings.  We are having trouble getting our new Trio 8800 to sign in to Skype for Business Online.

It's a RealPresence Trio 8800

 

Running 

UC Software Version 5.4.4.7776

 

and set to the "Lync" Base Profile

 

Symtoms are the Sign In screen sits forever without signing in.  We initially had trouble with our VVX 500 and 600's with similar symtoms, but this was resolved after upgrading to 5.5.1.12442 on the VVX 501.

 

To rule out a local firewall, we also connected the device via WIFI to an ATT iphone hotspot with the same symtoms.

 

We are attempting to use the same account on the Trio 8800 that sucessfully logs into the VVX 501.  We have verified NTP and tried a number of ideas based on other similar threads including factory resets and attempting to login with the *.onmicrosoft.com version of the credentials without luck.

 

Here is what I believe are the relevenat sip debug lines and i wonder if it's some sort of TLS issue.  Perhaps one that is more lenient in more current firmware on the VVX line.

 

Would appreciate any guidance on what we can look for or if someone can interpret what the specific issue is?

 

Suspect this is the problem event

0314114108|sip  |5|00|Send SSL_get_error nLen -1 nError 5  = error:00000000:lib(0):func(0):reason(0)

Full log snippit

 

0314114108|sip  |3|00|CTcpSocket::ConnectThreadLocal. Trying to connect IP 52.112.64.140:5061
0314114108|sip  |1|00|Task name tTCPCnt243
0314114108|sip  |1|00|CTcp::Send(TLS) exit for address 52.112.64.140 port 5061 can Connect 1 status 1 canFailOver 0 FoundSocket 0
0314114108|sip  |3|00|connectNonBlock is successful
0314114108|sip  |1|00|MsgSipTcpSocketStatus socket 243 status 1 m_bIsReconnectNeeded 0
0314114108|sip  |2|00|CTcpSocket::OnSocketStatus socket 243(0x412a1868) bStatus 1
0314114108|sip  |2|00|MakeTlsConnection: SSL_connect OK : TLS Handshake completed successfully
0314114108|sip  |1|00|[TLS] hostname we are connected to is: 'sip.proquest.com'  IP '52.112.64.140' port 5061
0314114108|sip  |3|00|[TLS] Validating Subject Alternative Name(s) (SAN) and Common Name (CN) against the following:
0314114108|sip  |3|00|[TLS]            Hostname: proquest.com
0314114108|sip  |3|00|[TLS]      Outbound Proxy: proquest.com
0314114108|sip  |3|00|[TLS] Hostname connection: sip.proquest.com
0314114108|sip  |1|00|[TLS] Comparing certificate SAN type DNS: '*.infra.lync.com'
0314114108|sip  |3|00|[TLS] Allowing Server certificate with Specifc SN/SAN
0314114108|sip  |3|00|[TLS] Validating certificate SAN of type DNS with '*.infra.lync.com'
0314114108|sip  |3|00|[TLS] Server Certificate SAN or CN validation success. SSL verify result 0
0314114108|sip  |1|00|MakeTlsConnection: post_connection_checks passed
0314114108|sip  |3|00|MakeTlsConnection: connection succeeded
0314114108|sip  |4|00|SSL_get_error Error code=5,rc(-1)
0314114108|sip  |4|00|TLS Listen Thread Exit
0314114108|sip  |0|00|>>> Data Send TLS 52.112.64.140:5061
0314114108|sip  |0|00|    REGISTER sip:proquest.com;transport=tls SIP/2.0
0314114108|sip  |0|00|    Via: SIP/2.0/TLS 172.25.17.89:40875;branch=z9hG4bK8545d65aBB7B400B
0314114108|sip  |0|00|    From: "john.doe" <sip:john.doe@proquest.com>;tag=6CD34247-4FD4E2BB;epid=0004f2fec486
0314114108|sip  |0|00|    To: <sip:john.doe@proquest.com>
0314114108|sip  |0|00|    CSeq: 1 REGISTER
0314114108|sip  |0|00|    Call-ID: 61495fc1-e0afc7c4-6790629@172.25.17.89
0314114108|sip  |0|00|    Contact: <sip:john.doe@172.25.17.89:40875;transport=tls>;methods="INVITE, ACK, BYE, CANCEL, OPTIONS, INFO, MESSAGE, SUBSCRIBE, NOTIFY, PRACK, UPDATE, REFER, BENOTIFY";proxy=replace;+sip.instance="<urn:uuid:a6e7e8cd-3aea-5813-90e3-c94f9599a437>"
0314114108|sip  |0|00|    User-Agent: Polycom/5.4.4.7776 PolycomRealPresenceTrio-Trio_8800-UA/5.4.4.7776
0314114108|sip  |0|00|    Accept-Language: en
0314114108|sip  |0|00|    Ms-device-info: MAC=00-04-F2-FE-C4-86, vendor=POLYCOM, version=PolycomRealPresenceTrio-Trio_8800-5.4.4.7776
0314114108|sip  |0|00|    ms-keep-alive: UAC;hop-hop=yes
0314114108|sip  |0|00|    Supported: msrtc-event-categories,adhoclist,ms-cluster-failover,ms-userservices-state-notification,gruu-10,gruu
0314114108|sip  |0|00|    Event: registration
0314114108|sip  |0|00|    ms-subnet: 172.25.17.0
0314114108|sip  |0|00|    Max-Forwards: 70
0314114108|sip  |0|00|    Content-Length: 0
0314114108|sip  |0|00|    
0314114108|sip  |0|00|>>> End of data send
0314114108|sip  |1|00|CTcpSocket::SendData TLS queuedTxData = 0 TotalLen 1004 loop count 1 maxQueueDepth 40000
0314114108|sip  |1|00|CTcpSocket::SendData TLS Sent -1 loop count 1
0314114108|sip  |5|00|Send SSL_get_error nLen -1 nError 5  = error:00000000:lib(0):func(0):reason(0)
0314114108|sip  |1|00|MsgSipTcpSocketStatus socket 243 status 0 m_bIsReconnectNeeded 0
0314114108|sip  |2|00|CTcpSocket::OnSocketStatus socket 243(0x412a1868) bStatus 0
0314114108|sip  |3|00|CTcpSocket::~CTcpSocket socket 243   entry for 0x412a1868
0314114108|sip  |3|00|CTcpSocket::~CTcpSocket socket 243(0x412a1868) SSL_shutdown rc=-1, ltf(1)
0314114108|sip  |3|00|CTcpSocket::~CTcpSocket socket 243(0x412a1868) close
0314114108|sip  |3|00|CTcpSocket::~CTcpSocket Got lock
0314114138|sip  |1|00|CTrans::TimeOut500ms m_nMainTimeoutCount == 0. Call SndMsgFail
0314114138|sip  |3|00|CTrans::TimeOut500ms Self Generated 480 Response
0314114138|sip  |3|00|UA Client Non-INVITE REGISTER trans state 'callingTrying'->'completed' by 480 resp 10 timeout(0x4129f548)
0314114138|sip  |2|00|CTrans:: REGISTER NonInv reTrans ALREADY stopped in 'completed' state at retryCount 0 code 480, timeout=10 (0x4129f548)
0314114138|sip  |1|00|CTrans:: ResponseProcess | Follow SIP logic
0314114138|sip  |3|00|CTrans::ResponseProcess Self Generated 480. RROFO Invalidate Registration
0314114138|sip  |2|00|CTrans::AbandonSockets server 1 entry 0x4129f548
0314114138|sip  |2|00|CTrans::AbandonSocket '52.112.64.140:5061;transport=tls
0314114138|sip  |3|00|CTcp::AbandonSockets socket for '52.112.64.140':5061
0314114138|sip  |1|00|Dialog 'id01118946' State 'Trying'->'Confirmed'
0314114138|sip  |3|00|CUser::OnRegistered Entry for call 0x41394008 with expires 0 ticks Transport 'TLS' inval Method 2 RROFO 0
0314114138|sip  |3|00|CUser::NewWorkingServer user 0 oldServer 0 newServer 0 expires 0
0314114138|sip  |3|00|SipOnEvNewWorkingServer User 0, old 0, new 0, expire 0
0314114138|sip  |3|00|SipOnEvRegistrarUpdate User 0, index 0, state 0, expire 0, working 1 bIsOcs 0
0314114138|btoe |4|00|PC port status is Down. Can not start BToE manager
0314114138|sip  |3|00|CUser::HasNoCallCallInState for User john.doe,Index 0, total calls 1 state 'SubscribeAddressBook' rc 0 of type Not Applicable
0314114138|sip  |1|00|removeContactUrlForO365User: O365Enabled='1' removeContactUrlForO365User='0'
0314114138|sip  |3|00|CUser::HasNoCallCallInState for User john.doe,Index 0, total calls 1 state 'ServiceSoap' rc 0 of type Not Applicable
0314114138|sip  |1|00|Dialog 'id01118946' State 'Confirmed'->'Terminated'
0314114138|sip  |2|00|CStkDialog::CStkDialog SetAddressLocal Config 'joh.' <john.doe@proquest.com:0>
0314114138|sip  |2|00|CStkDialog::CStkDialog AddressLocal set to Config
0314114138|sip  |3|00|CStkDialog::SetAddressLocal localTag set to ''
0314114138|sip  |3|00|CStkDialog::SetAddressLocal new address added of 1
0314114138|sip  |2|00|CStkDialog::CStkDialog TAG 'B23E9088-4F370D99' generated
0314114138|sip  |2|00|CStkDialog::CStkDialog local addr 'john.doe' <john.doe@proquest.com:0> Tag 'B23E9088-4F370D99'
0314114138|sip  |2|00|CStkDialog::CStkDialog exit 0x2be63e0 local list size 1
0314114138|sip  |2|00|CStkDialogList::CreateDialogObject localTarg usr 'john.doe' 
0314114138|sip  |3|00|Reg UAC Response: code 480 consecutive Attempts 8 baseTimeOut 10 maxTimeOut 180 exponTimeOut 2560 randomTimeOut 152
0314114138|sip  |3|00|Reg UAC Response: code 480 new m_nExpire 304 m_nOverlap 0 Trans 0x4129f548
0314114138|sip  |3|00|CTrans::TimeOut500ms Self Generated 480 Response, m_nMainTimeoutCount 10  m_nExipres 304 method 'REGISTER'
0314114138|sip  |1|00|Client State finished REGISTER (0x2be6730)

 

 

Polycom Employee & Community Manager
Posts: 13,735
0

Re: RealPresence Trio 8800 Skype for Business Online Sign-in issue

Hello sulicny,

welcome to the Polycom Community.

The phone times out:

 

0314114138|sip  |3|00|CTrans::TimeOut500ms Self Generated 480 Response

 

It cannot connect to:

 

0314114108|sip  |0|00|>>> Data Send TLS 52.112.64.140:5061


Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services

Please be aware:

The purpose of these forums is to allow community members collaborate and help each other.
Questions posted here do not follow Polycom’s SLA guidelines.
If you require assistance from Polycom technical support, please open a
web service request or call us .

The above is necessary in order to track issue internally within Polycom.

You are welcome to post more questions or configuration or logs for other community members to look at but if your issue requires a fix via Polycom you must go via the official support structure.

Please ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

This forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Polycom employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and may be answered on weekends, bank holidays or personal holidays.
Occasional Visitor
Posts: 4
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Re: RealPresence Trio 8800 Skype for Business Online Sign-in issue

Thanks for the quick reply.

Are you aware of any settings to increase the timeout?

 

We have VVX 501/601's on the same network that work without issue after upgrading to 5.5.X.  Perhaps that release is more tolerant of timeouts?

 

Thanks again for any insight.

Polycom Employee & Community Manager
Posts: 13,735
0

Re: RealPresence Trio 8800 Skype for Business Online Sign-in issue

Hello sulicny,

There is no other setting and I suggest getting your network team involved.

 

We already waited for 30 seconds before we time out.

 

Start with the Firewall

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services

Please be aware:

The purpose of these forums is to allow community members collaborate and help each other.
Questions posted here do not follow Polycom’s SLA guidelines.
If you require assistance from Polycom technical support, please open a
web service request or call us .

The above is necessary in order to track issue internally within Polycom.

You are welcome to post more questions or configuration or logs for other community members to look at but if your issue requires a fix via Polycom you must go via the official support structure.

Please ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

This forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Polycom employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and may be answered on weekends, bank holidays or personal holidays.
Occasional Visitor
Posts: 4
0

Re: RealPresence Trio 8800 Skype for Business Online Sign-in issue

Thanks.  I'll have the network guys take another look, but it appeared that the Palo was not blocking anything between the phone and Microsoft when we looked at it yesterday.

 

We also have several VVX 501/601s on the same network that have'nt had any issue connecting.  Only the Trio.

 

Yesterday i also disabled the Ethernet and paired with a ATT LTE Wifi hotspot to rule out our local network.  This configuration was also unable to login to SfB Online with similar symtoms.

Polycom Employee & Community Manager
Posts: 13,735
0

Re: RealPresence Trio 8800 Skype for Business Online Sign-in issue

Hello sulicny,

I can only go by what the logs you provided so far tell me. There are various troubleshooting tools built into the Trio.

 

Simply check Settings => Status => Diagnostic => Network

 

You can do Ping's and a Traceroute and anything else needs a ticket via your Polycom reseller.

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services

Please be aware:

The purpose of these forums is to allow community members collaborate and help each other.
Questions posted here do not follow Polycom’s SLA guidelines.
If you require assistance from Polycom technical support, please open a
web service request or call us .

The above is necessary in order to track issue internally within Polycom.

You are welcome to post more questions or configuration or logs for other community members to look at but if your issue requires a fix via Polycom you must go via the official support structure.

Please ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

This forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Polycom employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and may be answered on weekends, bank holidays or personal holidays.
Highlighted
Occasional Visitor
Posts: 4
0

Re: RealPresence Trio 8800 Skype for Business Online Sign-in issue

Closing the loop on this issue.  After working a ticket with our reseller, the issue turned out to be that the latest firmware on the Trio 8800 does not yet support Microsoft Modern Authentication which we have enabled on our 0365 tenant.  Also explains our initial issue with VVX phones until we upgraded firmware past 5.5.1 where modern auth support was added.

 

https://support.microsoft.com/en-us/help/3211755/new-features-in-the-firmware-update-for-polycom-vvx...

 

Hopefully Polycom releases the 5.5 line for the Trio relativley soon so we can begin using the device.  Any insight on timelines would be greatly appreciated. 

 

Thanks for the help.