BToE not signing in after user moved from s4b 2015 to 2019 pool

[guideclothing]

Hi,

I have migrated my on prem S4b 2015 server to 2019.

users are unable to sign in using BToE

users can sign in using the vvx 600 web UI (username / password)

BToE version 4.3

VVX 600 firmware is 5.9.6.2327

when user tries to sign in with BToE on the WIndows 10 desktop there is an alert that says UNPAIDED then PAIRED

then the user is prompted for their BToE password again

does the BToE client need to be reset when the user changes pool?

thanks

jack

[SteffenBaierUK]

Hello @guideclothing ,

Welcome back to the Poly Community.

This would need to come into support.

In order to raise a support ticket, you need to work with your Poly reseller as they may need to do this for you.

End Customers are usually unable to open a ticket directly with Poly support. Available End User Poly services offerings are detailed here

If this is some sort of an Internet discounter providing your MAC address or your Poly devices serial will enable us to look up who would be able to support you. This may not be who you purchased the Poly device from.

If the unit is no longer within the warranty please be prepared to Pay Per Incident / PPI. This is all outlined in detail here

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

Best Regards

Steffen Baier

[guideclothing]

in case it helps anyone else i needed to set these parameters  in the config file

<web sec.TLS.protocol.ldap="TLSv1_2"
sec.TLS.protocol.sip="TLSv1_2"
sec.TLS.protocol.webServer="TLSv1_2"
sec.TLS.protocol.xmpp="TLSv1_2" />

i had set the minimum TLS level on the S4b 2019 Server

[guideclothing]

I will need your help with a Pay Per Incident Support

please can you start the case and send me the payment details

jack

[SteffenBaierUK]

Hello @guideclothing ,

Welcome back to the Poly Community.

Nothing posted in the community will raise a case. Simply open a web service request or call us.

Best Regards

Steffen Baier

[guideclothing]

the BToE is signing in, but immediately signs out

i enabled logging on the BToe Client

these are the points of note:

[06/02/21 : 21:38:20] PBC ERR: (readTLSPacket: 751) TLS: read failed, nLen 0 nError 5 = (0)error:00000000:lib(0):func(0):reason(0)
[06/02/21 : 21:38:20] PBC ERR: (btoe_soft_device_read:2742) soft device read failed: (1167)
[06/02/21 : 21:38:21] PBC ERR: (btoe_read_device_data_and_process:3032) Write Failed 0 :1
[06/02/21 : 21:38:22] PBC: Received SoftDevice Shutdown event.....
[06/02/21 : 21:38:24] PBC ERR: (start_assoc_client: 680) Received Media Port from IPP is 24802
[06/02/21 : 21:38:24] PBC ERR: (discovery_server:2055) VVX is failed to create media session for playback

Full Log:

[06/02/21 : 21:38:24] PBC ERR: (start_assoc_client: 611) IP Phone not signed in, On-behalf of IP-Phone send sign in request to LC
[06/02/21 : 21:38:24] PBC: Seeking Media Port from IPP
[06/02/21 : 21:38:24] PBC: TLS: readTLSPacket was successful ret (143)
(<?xml version="1.0" encoding="UTF-8" standalone="yes"?>
<response protocolVersion="1" requestId="2">
<MediaPort>24802</MediaPort>
</response>
) .....
[06/02/21 : 21:38:24] PBC ERR: (start_assoc_client: 680) Received Media Port from IPP is 24802
[06/02/21 : 21:38:24] PBC: Notifying PBC Version 4.3.0.0
[06/02/21 : 21:38:24] PBC: Notifying PC IP Address 192.168.16.161
[06/02/21 : 21:38:24] PBC: Notifying PC Lock status 0
[06/02/21 : 21:38:24] PBC: Matched the name
[06/02/21 : 21:38:24] PBC: plugged usb device(017BE70C) successfully
[06/02/21 : 21:38:24] PBC: opened the BToE driver node.....
[06/02/21 : 21:38:24] PBC: discovery_server: 1548 Soft_device_state ENUMERATING
[06/02/21 : 21:38:24] PBC: Waiting for audio_render_thread function to initialize.....
[06/02/21 : 21:38:24] PBC: attach_soft_device thread started
[06/02/21 : 21:38:24] PBC: btoe_th_interrupt_ep:2269 Interrupt endpoint thread launched ...
[06/02/21 : 21:38:24] PBC: btoe_audio_render_playback starting ...
[06/02/21 : 21:38:24] PBC: Softdevice thread: Recevied gruu: len 0
[06/02/21 : 21:38:24] PBC: $$$ Successfully launched BToE Audio Playback thread $$$
[06/02/21 : 21:38:24] PBC: Not valid gruu
[06/02/21 : 21:38:24] PBC: Playback Render Thread is Running ............. 320


[06/02/21 : 21:38:24] PBC: btoe_th_link_soft_device: 3273 GRUU_SEND_STATUS NOT_SENT
[06/02/21 : 21:38:24] PBC: In btoe_read_device_data_and_process:2876
[06/02/21 : 21:38:24] PBC: In read_async
[06/02/21 : 21:38:24] PBC: In btoe_read_device_data_and_process:2971
[06/02/21 : 21:38:24] PBC: In btoe_read_device_data_and_process:2976
[06/02/21 : 21:38:24] PBC: In btoe_read_device_data_and_process:2992
[06/02/21 : 21:38:24] PBC: In btoe_soft_device_read:2725
[06/02/21 : 21:38:24] PBC: process_standard_device_requests
[06/02/21 : 21:38:24] PBC: Send Device Descriptor
[06/02/21 : 21:38:24] PBC: In btoe_read_device_data_and_process:2992
[06/02/21 : 21:38:24] PBC: In btoe_soft_device_read:2725
[06/02/21 : 21:38:24] PBC: process_standard_device_requests
[06/02/21 : 21:38:24] PBC: Send Config Descriptor
[06/02/21 : 21:38:24] PBC: In btoe_read_device_data_and_process:2992
[06/02/21 : 21:38:24] PBC: In btoe_soft_device_read:2725
[06/02/21 : 21:38:24] PBC: process_standard_device_requests
[06/02/21 : 21:38:24] PBC: Send Config Descriptor
[06/02/21 : 21:38:24] PBC: usb pb samp freq 16khz
[06/02/21 : 21:38:24] PBC: usb cp samp freq 16khz
[06/02/21 : 21:38:24] PBC: cfg total len 199
[06/02/21 : 21:38:24] PBC: In btoe_read_device_data_and_process:2992
[06/02/21 : 21:38:24] PBC: In btoe_soft_device_read:2725
[06/02/21 : 21:38:24] PBC: process_standard_device_requests
[06/02/21 : 21:38:24] PBC: Send String Descriptor
[06/02/21 : 21:38:24] PBC: In btoe_read_device_data_and_process:2992
[06/02/21 : 21:38:24] PBC: In btoe_soft_device_read:2725
[06/02/21 : 21:38:24] PBC: process_standard_device_requests
[06/02/21 : 21:38:24] PBC: Send String Descriptor
[06/02/21 : 21:38:24] PBC: In btoe_read_device_data_and_process:2992
[06/02/21 : 21:38:24] PBC: In btoe_soft_device_read:2725
[06/02/21 : 21:38:24] PBC: process_standard_device_requests
[06/02/21 : 21:38:24] PBC: Send String Descriptor
[06/02/21 : 21:38:24] PBC: HIDFirstWord
[06/02/21 : 21:38:24] PBC: In btoe_read_device_data_and_process:2992
[06/02/21 : 21:38:24] PBC: In btoe_soft_device_read:2725
[06/02/21 : 21:38:24] PBC: process_standard_device_requests
[06/02/21 : 21:38:24] PBC: Send String Descriptor
[06/02/21 : 21:38:24] PBC: HIDInt
[06/02/21 : 21:38:24] PBC: In btoe_read_device_data_and_process:2992
[06/02/21 : 21:38:24] PBC: In btoe_soft_device_read:2725
[06/02/21 : 21:38:24] PBC: process_standard_device_requests
[06/02/21 : 21:38:24] PBC: Send String Descriptor
[06/02/21 : 21:38:24] PBC: In btoe_read_device_data_and_process:2992
[06/02/21 : 21:38:24] PBC: In btoe_soft_device_read:2725
[06/02/21 : 21:38:24] PBC: process_standard_device_requests
[06/02/21 : 21:38:24] PBC: Send String Descriptor
[06/02/21 : 21:38:24] PBC: In btoe_read_device_data_and_process:2992
[06/02/21 : 21:38:24] PBC: In btoe_soft_device_read:2725
[06/02/21 : 21:38:24] PBC: process_standard_device_requests
[06/02/21 : 21:38:24] PBC: Send String Descriptor
[06/02/21 : 21:38:24] PBC: AudioOutFirstWord
[06/02/21 : 21:38:24] PBC: In btoe_read_device_data_and_process:2992
[06/02/21 : 21:38:24] PBC: In btoe_soft_device_read:2725
[06/02/21 : 21:38:24] PBC: process_standard_device_requests
[06/02/21 : 21:38:24] PBC: Send String Descriptor
[06/02/21 : 21:38:24] PBC: AudioOutInt
[06/02/21 : 21:38:24] PBC: In btoe_read_device_data_and_process:2992
[06/02/21 : 21:38:24] PBC: In btoe_soft_device_read:2725
[06/02/21 : 21:38:24] PBC: process_standard_device_requests
[06/02/21 : 21:38:24] PBC: Send String Descriptor
[06/02/21 : 21:38:24] PBC: AudioOutFirstWord
[06/02/21 : 21:38:24] PBC: In btoe_read_device_data_and_process:2992
[06/02/21 : 21:38:24] PBC: In btoe_soft_device_read:2725
[06/02/21 : 21:38:24] PBC: process_standard_device_requests
[06/02/21 : 21:38:24] PBC: Send String Descriptor
[06/02/21 : 21:38:24] PBC: AudioOutInt
[06/02/21 : 21:38:24] PBC: In btoe_read_device_data_and_process:2992
[06/02/21 : 21:38:24] PBC: In btoe_soft_device_read:2725
[06/02/21 : 21:38:24] PBC: process_standard_device_requests
[06/02/21 : 21:38:24] PBC: Send String Descriptor
[06/02/21 : 21:38:24] PBC: MicInFirstWord
[06/02/21 : 21:38:24] PBC: In btoe_read_device_data_and_process:2992
[06/02/21 : 21:38:24] PBC: In btoe_soft_device_read:2725
[06/02/21 : 21:38:24] PBC: process_standard_device_requests
[06/02/21 : 21:38:24] PBC: Send String Descriptor
[06/02/21 : 21:38:24] PBC: MicInInt
[06/02/21 : 21:38:24] PBC: In btoe_read_device_data_and_process:2992
[06/02/21 : 21:38:24] PBC: In btoe_soft_device_read:2725
[06/02/21 : 21:38:24] PBC: process_standard_device_requests
[06/02/21 : 21:38:24] PBC: Send String Descriptor
[06/02/21 : 21:38:24] PBC: MicInFirstWord
[06/02/21 : 21:38:24] PBC: In btoe_read_device_data_and_process:2992
[06/02/21 : 21:38:24] PBC: In btoe_soft_device_read:2725
[06/02/21 : 21:38:24] PBC: process_standard_device_requests
[06/02/21 : 21:38:24] PBC: Send String Descriptor
[06/02/21 : 21:38:24] PBC: MicInInt
[06/02/21 : 21:38:24] PBC: In btoe_read_device_data_and_process:2992
[06/02/21 : 21:38:24] PBC: In btoe_soft_device_read:2725
[06/02/21 : 21:38:24] PBC: process_audio_class_specific_requests
[06/02/21 : 21:38:24] PBC: Set Class Specific Request
[06/02/21 : 21:38:24] PBC: Request Falls under AUDIO_OUT_INTERFACE_NUM Category
[06/02/21 : 21:38:24] PBC: Spk Idle
[06/02/21 : 21:38:24] PBC: Spk Idle --> 18
[06/02/21 : 21:38:24] PBC: Spk Idle Error log Conuter --> 0
[06/02/21 : 21:38:24] PBC: SET_INTERFACE AUDIO_OUT
[06/02/21 : 21:38:24] PBC: In btoe_read_device_data_and_process:2992
[06/02/21 : 21:38:24] PBC: In btoe_soft_device_read:2725
[06/02/21 : 21:38:24] PBC: process_audio_class_specific_requests
[06/02/21 : 21:38:24] PBC: Set Class Specific Request
[06/02/21 : 21:38:24] PBC: Request Falls under AUDIO_IN_INTERFACE_NUM Category
[06/02/21 : 21:38:24] PBC: Mic Idle
[06/02/21 : 21:38:24] PBC: SET_INTERFACE AUDIO_IN
[06/02/21 : 21:38:24] PBC: *** Render:AvSetMmThreadCharacteristics Success ****
[06/02/21 : 21:38:24] PBC: *** AvSetMmThreadPriority Success ****
[06/02/21 : 21:38:24] PBC: Init timer for Windows 10/8
[06/02/21 : 21:38:24] PBC: btoe_audio_capture_playback: Init timer for Windows 10/8
[06/02/21 : 21:38:24] PBC: TCP Starts listening ...
[06/02/21 : 21:38:24] PBC: Launched capture Thread .............


[06/02/21 : 21:38:24] PBC: keepalive thread launched ....
[06/02/21 : 21:38:24] PBC: Launched Samples receive thread ............. 320


[06/02/21 : 21:38:24] PBC: *** Capture:AvSetMmThreadCharacteristics Success ****
[06/02/21 : 21:38:24] PBC: In btoe_read_device_data_and_process:2992
[06/02/21 : 21:38:24] PBC: In btoe_soft_device_read:2725
[06/02/21 : 21:38:24] PBC: process_hid_class_specific_requests
[06/02/21 : 21:38:24] PBC: HID Class Specific Request
[06/02/21 : 21:38:24] PBC: HID: SET IDLE Request
[06/02/21 : 21:38:24] PBC: In btoe_read_device_data_and_process:2992
[06/02/21 : 21:38:24] PBC: In btoe_soft_device_read:2725
[06/02/21 : 21:38:24] PBC: process_hid_class_specific_requests
[06/02/21 : 21:38:24] PBC: HID Class Specific Request
[06/02/21 : 21:38:24] PBC: len 505 report_desc_len 457 HID_RPT_DESC_LEN 457
[06/02/21 : 21:38:24] PBC: process_hid_class_specific_requests: 1916 soft_device_state ENUMERATING_COMPLETED
[06/02/21 : 21:38:24] PBC: EM
[06/02/21 : 21:38:24] PBC: TLS: readTLSPacket was successful ret (262)
(<?xml version="1.0" encoding="UTF-8" standalone="yes"?>
<response protocolVersion="1" requestId="2">
<WebServerConfig><httpd.enabled>1</httpd.enabled><httpd.cfg.enabled>1</httpd.cfg.enabled><httpd.cfg.secured>1</httpd.cfg.secured></WebServerConfig>
</response>
) .....
[06/02/21 : 21:38:24] PBC: Found Response
[06/02/21 : 21:38:24] PBC: Received WebServerConfig from IP-Phone
[06/02/21 : 21:38:24] PBC: WebServer settings: 1 1 1
[06/02/21 : 21:38:24] PBC: In btoe_read_device_data_and_process:2992
[06/02/21 : 21:38:24] PBC: In btoe_soft_device_read:2725
[06/02/21 : 21:38:24] PBC: added intr in req seq num 22
[06/02/21 : 21:38:24] PBC: In btoe_read_device_data_and_process:2992
[06/02/21 : 21:38:24] PBC: In btoe_soft_device_read:2725
[06/02/21 : 21:38:24] PBC: added intr in req seq num 23
[06/02/21 : 21:38:24] PBC: In btoe_read_device_data_and_process:2992
[06/02/21 : 21:38:24] PBC: In btoe_soft_device_read:2725
[06/02/21 : 21:38:24] PBC: process_standard_device_requests
[06/02/21 : 21:38:24] PBC: Send String Descriptor
[06/02/21 : 21:38:24] PBC: UCQReq
[06/02/21 : 21:38:24] PBC: In btoe_read_device_data_and_process:2992
[06/02/21 : 21:38:24] PBC: In btoe_soft_device_read:2725
[06/02/21 : 21:38:24] PBC: process_standard_device_requests
[06/02/21 : 21:38:24] PBC: Send String Descriptor
[06/02/21 : 21:38:24] PBC: UCQReq
[06/02/21 : 21:38:24] PBC: Found
[06/02/21 : 21:38:24] PBC: HID Req -> Done
[06/02/21 : 21:38:24] PBC: In btoe_read_device_data_and_process:3000
[06/02/21 : 21:38:24] PBC: In btoe_read_device_data_and_process:2992
[06/02/21 : 21:38:24] PBC: In btoe_soft_device_read:2725
[06/02/21 : 21:38:24] PBC: added intr in req seq num 26
[06/02/21 : 21:38:24] PBC: Found
[06/02/21 : 21:38:24] PBC: HID Req -> Done
[06/02/21 : 21:38:24] PBC: In btoe_read_device_data_and_process:3000
[06/02/21 : 21:38:24] PBC: In btoe_read_device_data_and_process:2992
[06/02/21 : 21:38:24] PBC: In btoe_soft_device_read:2725
[06/02/21 : 21:38:24] PBC: added intr in req seq num 27
[06/02/21 : 21:38:24] PBC: Found
[06/02/21 : 21:38:24] PBC: HID Req -> Done
[06/02/21 : 21:38:24] PBC: In btoe_read_device_data_and_process:3000
[06/02/21 : 21:38:24] PBC: In btoe_read_device_data_and_process:2992
[06/02/21 : 21:38:24] PBC: In btoe_soft_device_read:2725
[06/02/21 : 21:38:24] PBC: added intr in req seq num 28
[06/02/21 : 21:38:24] PBC: In btoe_read_device_data_and_process:2992
[06/02/21 : 21:38:24] PBC: In btoe_soft_device_read:2725
[06/02/21 : 21:38:24] PBC: process_audio_class_specific_requests
[06/02/21 : 21:38:24] PBC: Set Class Specific Request
[06/02/21 : 21:38:24] PBC: Request Falls under AUDIO_OUT_INTERFACE_NUM Category
[06/02/21 : 21:38:24] PBC: Spk Active
[06/02/21 : 21:38:24] PBC: Spk Active --> 29
[06/02/21 : 21:38:24] PBC: Spk Active --> first_render_pk 1
[06/02/21 : 21:38:24] PBC: PC APP SRTP Key is: ElcI6qFS6JyGk7Idvi4IxKTxZCB+lQrIoey7mYzl
[06/02/21 : 21:38:24] PBC: SET_INTERFACE AUDIO_OUT
[06/02/21 : 21:38:24] PBC: In btoe_read_device_data_and_process:2992
[06/02/21 : 21:38:24] PBC: In btoe_soft_device_read:2725
[06/02/21 : 21:38:24] PBC: process_endpoint_requests
[06/02/21 : 21:38:24] PBC: Ctrl request for ISOCH OUT endpoint
[06/02/21 : 21:38:24] PBC: ffffff80 3e 00
[06/02/21 : 21:38:24] PBC: TLS: readTLSPacket was successful ret (150)
(<?xml version="1.0" encoding="UTF-8" standalone="yes"?>
<request protocolVersion="1" requestId="2">
<SRTPEncryption>TRUE</SRTPEncryption>
</request>
) .....
[06/02/21 : 21:38:24] PBC: Found Request
[06/02/21 : 21:38:24] PBC: Received SRTPEncryption from IP-Phone
[06/02/21 : 21:38:24] PBC: Received SRTPEncryption (TRUE)
[06/02/21 : 21:38:24] PBC: In btoe_read_device_data_and_process:2992
[06/02/21 : 21:38:24] PBC: In btoe_soft_device_read:2725
[06/02/21 : 21:38:24] PBC: process_audio_class_specific_requests
[06/02/21 : 21:38:24] PBC: Set Class Specific Request
[06/02/21 : 21:38:24] PBC: Request Falls under AUDIO_OUT_INTERFACE_NUM Category
[06/02/21 : 21:38:24] PBC: Spk Idle
[06/02/21 : 21:38:24] PBC: Spk Idle --> 31
[06/02/21 : 21:38:24] PBC: Spk Idle Error log Conuter --> 0
[06/02/21 : 21:38:24] PBC: SET_INTERFACE AUDIO_OUT
[06/02/21 : 21:38:24] PBC: TLS: readTLSPacket was successful ret (139)
(<?xml version="1.0" encoding="UTF-8" standalone="yes"?>
<response protocolVersion="1" requestId="2">
<PBstart>PBFail</PBstop>
</response>
) .....
[06/02/21 : 21:38:24] PBC: Found Response
[06/02/21 : 21:38:24] PBC: Received response to PBstart req from IP-Phone
[06/02/21 : 21:38:24] PBC ERR: (discovery_server:2055) VVX is failed to create media session for playback
[06/02/21 : 21:38:24] PBC: Found

[SteffenBaierUK]

Hello @guideclothing ,

Welcome back to the Poly Community.

As most community volunteers are unable to debug these logs the answer from last year is still applicable aka get this into our support organization if you want help with this.

As we found in other posts the units are out of warranty so Pay Per Incident is applicable and our team will check that the relevant licenses for the non-Skype SKU phones are in place.

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

Best Regards

Steffen Baier

[guideclothing]

Steffen,

i tried to open a PPI case but this is what they said:

"Hello Jack,

Thank You for contacting Poly Global Services.

We apologies for the wrong information.

As Your request came through to the Video/ Audio team the PPI is not applicable for Phones/Headset Devices.

We have updated our eply shortly after sending it to You.

As mentioned:

According to our records, your product is out of warranty and has no active support contract in place.

You may wish to discuss your support options with your Poly supplier.

Best Regards,
Poly Global Services"

I really do not understand

jack

[SteffenBaierUK]

Hello @guideclothing ,

Seems end users cannot open a PPI ticket. Nimans Ltd. sold another unit you posted the MAC off so you have to go via them and they can open the PPI ticket for you.

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

Best Regards

Steffen Baier

[guideclothing · Accepted solution]

making this change on S4B 2019 solved the issue

Set-CsIPPhonePolicy -BetterTogetherOverEthernetPairingMode Auto

it was set to manual

its a new setting for 2019, not in 2015

what a waste of a year of troubleshooting.

there was a previous mention of this in the forum. have you not come across it before?