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RealPresence Trio will not sign into O365 accounts

Occasional Visitor

RealPresence Trio will not sign into O365 accounts

I have 4 RealPresence Trios that all suddenly signed out of their respective O365 accounts and are unable to sign back in, no matter what I've tried.


This happened about a week ago with no warning and ever since then, we cannot sign them back into the accounts, disabling the use of video conferencing and room booking. 


Things I've done: Hard factory reset, changed DNS addresses, Power cycle, reset user passwords, upgraded firmware, downgraded firmware.


Not sure what else I would need to do. 

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Polycom Employee & Community Manager

Re: RealPresence Trio will not sign into O365 accounts

Hello Tchang,

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"

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


Are you using modern authentication?


In addition there is this post here:


Jan 17, 2017 Question:How can I troubleshoot simple Skype for Business, LYNC or Office365 issues?

Resolution: Have a look => 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

Polycom Global Services

The title Poly 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 2