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Polycom Trio 8800 Signs out itermittently

Martin Bellett
Occasional Visitor

Polycom Trio 8800 Signs out itermittently

We have multiple Polycom 8800 Realpresence, and they sign out intermittently. they could be signed in for days and if i reboot it it will start to sign out in 15mins or so. Have logged a job with our supplier and polycom as well have looked at it. so far unable to find the core issue.

Logs have been captured but nothing points to an issue. I will post the msg here that i can see in the logs on  one particular polycom device after signing out.

 

 

0630111704|sip  |1|00|MsgSipTcpPacket
0630111704|sip  |1|00|SipOnCommand: response 401,REGISTER
0630111704|sip  |1|00|SipOnCommand: response 401,REGISTER matches user 1 of 1 'AU-XXXXXXX.Room'
630111704|sip  |3|00|UA Client Non-INVITE REGISTER trans state 'callingTrying'->'completed' by 401 resp 10 timeout(0x41370888)
0630111704|sip  |2|00|CTrans:: REGISTER NonInv reTrans ALREADY stopped in 'completed' state at retryCount 0 code 401, timeout=10 (0x41370888)
0630111704|sip  |3|00|401 challenge received
0630111704|sip  |2|00|new UA Client Non-INVITE trans state 'callingTrying', timeout=0 (0x41373308)
0630111704|sip  |2|00|CStkAuth::ParseAuthenticateHeader: TLS-DSK parsing enabled
0630111704|sip  |2|00|CStkAuth::ParseAuthenticateHeader: TLS-DSK parsing enabled
0630111704|sip  |2|00|CStkAuth::ParseAuthenticateHeader: TLS-DSK parsing enabled
0630111704|sip  |2|00|CStkAuth::ParseAuthenticateHeader: TLS-DSK parsing enabled
0630111704|sip  |2|00|CStkAuth::ParseAuthenticateHeader: TLS-DSK parsing enabled
0630111704|sip  |1|00|TLS-DSK authentication
0630111704|sip  |3|00|m_nTLSDSKState = TLSDSK_INIT
0630111704|tls  |1|00|Could not get PKCS7 data from PEM buf
0630111704|tls  |2|00|Got X509 data from PEM format
0630111704|sip  |3|00|m_nTLSDSKState = TLSDSK_INIT soWebTicketUserCertGet() rc:0
0630111704|sip  |3|00|Cert validityDuration is 15552000
0630111704|sip  |3|00|Cert Valid Until 15323146
0630111704|sip  |1|00|NTLM authentication
0630111704|sip  |3|00|TLS-DSK
0630111704|sip  |1|00|CStkAuth::ParseAuthenticateHeader bTlsDskParseResult[1] bNtlmParseResult[1] m_credType[2] m_bIsOnlyTlsDsk[0]
0630111704|sip  |2|00|CTrans::ResponseProcess: For Lync authentication transaction setting  proxy to 'xx.xx.xx.xx7' port 5061 Transport 'tls'
0630111704|sip  |3|00|TLS-DSK: SSL_connect - want more data
0630111704|sip  |3|00|TLS-DSK: 72 bytes pending from ssl_out
0630111704|sip  |3|00|TLS-DSK: 72 bytes ready to be sent to server
0630111704|sip  |2|00|CTrans:: SendCommand | ProxyList NOT empty.
 
 
0630111704|sip  |1|00|MsgSipTcpPacket
0630111704|sip  |1|00|MsgSipTcpPacket
0630111704|sip  |1|00|MsgSipTcpPacket
0630111704|sip  |1|00|MsgSipTcpPacket
0630111704|sip  |1|00|MsgSipTcpPacket
0630111704|sip  |1|00|SipOnCommand: response 401,REGISTER
0630111704|sip  |1|00|SipOnCommand: response 401,REGISTER matches user 1 of 1 'AU-XXXXXXxRoom'
0630111704|sip  |3|00|UA Client Non-INVITE REGISTER trans state 'callingTrying'->'completed' by 401 resp 10 timeout(0x41373308)
0630111704|sip  |2|00|CTrans:: REGISTER NonInv reTrans ALREADY stopped in 'completed' state at retryCount 0 code 401, timeout=10 (0x41373308)
0630111704|sip  |2|00|isFinalHandshakeFailed: resCode(401) ret(0)
0630111704|sip  |3|00|401 challenge received
0630111704|sip  |2|00|new UA Client Non-INVITE trans state 'callingTrying', timeout=0 (0x41374e88)
0630111704|sip  |2|00|CStkAuth::ParseAuthenticateHeader: TLS-DSK parsing enabled
0630111704|sip  |2|00|CStkAuth::ParseAuthenticateHeader: TLS-DSK parsing enabled
0630111704|sip  |2|00|CStkAuth::ParseAuthenticateHeader: TLS-DSK parsing enabled
0630111704|sip  |2|00|CStkAuth::ParseAuthenticateHeader: TLS-DSK parsing enabled
0630111704|sip  |2|00|CStkAuth::ParseAuthenticateHeader: TLS-DSK parsing enabled
0630111704|sip  |1|00|TLS-DSK authentication
0630111704|sip  |3|00|TLS-DSK
0630111704|sip  |1|00|CStkAuth::ParseAuthenticateHeader bTlsDskParseResult[1] bNtlmParseResult[0] m_credType[2] m_bIsOnlyTlsDsk[1]
0630111704|sip  |2|00|CTrans::ResponseProcess: For Lync authentication transaction setting  proxy to '1x.xx.x.xxx' port 5061 Transport 'tls'
0630111704|sip  |3|00|TLS-DSK: SSL_connect - want more data
0630111704|sip  |3|00|TLS-DSK: 1492 bytes pending from ssl_out
0630111704|sip  |3|00|TLS-DSK: 1492 bytes ready to be sent to server

 

Let me know and i will send you the whole log file if needed.

 

Message 1 of 6
5 REPLIES 5
SteffenBaierUK
Polycom Employee & Community Manager

Re: Polycom Trio 8800 Signs out itermittently

Hello Martin,

welcome to the Polycom Community.

It is always useful to include the currently used UC Software version as issues experienced or a question asked may already be addressed in a newer release.

This also allows yourself and others to check against current software release notes, Administrator Guides or FAQ post’s.

The above is also stated in the "Must Read First" and is the absolute minimum requirement every new post should include. .

In addition providing us with this basic information gives Polycom an idea what Software Versions are used in the field and avoids wasting time trying to troubleshoot issues which have already been addressed.

Therefore the Polycom VoIP FAQ contains this post here:

Question: How can I find out my SIP or UC Software Version of my Phone?
Resolution: Please check here

 

Looking at the log I see:

 

0630111704|sip  |2|00|isFinalHandshakeFailed: resCode(401) ret(0)

 

The above looks like a known issue to me but not knowing the currently used software version makes things difficult.

 

I suggest to update to the currently latest UC Software 5.4.5 Rev AC and work with Polycom support on this.

 

If you have a reference number starting with 1- please post this here as well.


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

----------------
The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 2 of 6
Martin Bellett
Occasional Visitor

Re: Polycom Trio 8800 Signs out itermittently

Hi,

 

Refer to the attached. I forgot to mention that I have tried various different firmware versions with all the polycoms we have and they all seem to do the same thing. Sign out after 15mins or so. And then after rebooting a few times it may suddenly work and stay signed in for days/weeks till its either rebooted or power recycled and may display the same signout issue every 15mins or so again.

 

Message 3 of 6
SteffenBaierUK
Polycom Employee & Community Manager

Re: Polycom Trio 8800 Signs out itermittently

Hello Martin,

Westcon Group Pty Ltd sold this unit back in 17/03/2017 so please work with them to get this into Polycom support.

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

----------------
The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 4 of 6
Martin Bellett
Occasional Visitor

Re: Polycom Trio 8800 Signs out itermittently

Hi,

 

Just a FYI on this. Still as issue, Polycom were of not much help. Our vendor has not had much luck either. Wiresharking has been tried as well. What we have noticed is it is happrning to a site that has more than 3 polycom trios. Some sites have 3, 2 or 1 polycom trio's and have had no issue. The site with more than 3, one will intermittently log out. And if that signs in fine and stays signed in, another in the same subnet/office will start to log out.

 

This is just a FYI at this stage to show that the issue has not been fixed. 

Message 5 of 6
SteffenBaierUK
Polycom Employee & Community Manager

Re: Polycom Trio 8800 Signs out itermittently

Hello Martin,

 

have you got any Polycom service ticket reference?

 

Replied via a mobile device

----------------
The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 6 of 6