TRIO 8800 Office 365 Login Failure

[Craig0Thomas]

I have two Polycom Trio 8800 running lastest version 5.4.3.2342. I can't get any valid user to successfully login to Office 365 on the devices. The network port is providing IP address and access to the internet. When I extract the logs from the web config, this is what it is saying

000542.665|cfg  |5|00|Prm|Parameter reg.x.auth.useLoginCredentials requested type 2 but is of type 7
000542.722|app1 |4|00|[AppExchangeUiC::populateAutoDiscoverUrl] Internal & External EWS url's are empty
000542.942|so   |4|00|[soRegistrationC] Login Credentials valid causing SoRegEventLine Changed
000547.719|app1 |*|00|SoRegistrationEventLineChanged - success lineIndex 0 RegListSize 0
000547.722|app1 |*|00|SoRegistrationEventLast - new AppRegLineC, szUser = nylargeconferenceroom@optimityadvisors.com
000547.722|cfg  |5|00|Prm|Parameter attendant.reg requested type 2 (SInt) but is of type 0 (UInt)
000547.726|usbpp|4|00|[PpsUsbC]: OnEvReg Accepted
000547.727|sip  |*|00|Sip Register Usr:nylargeconferenceroom@optimityadvisors.com Dsp:nylargeconferenceroom Auth:'Using Login Cred' Inx:0
000547.727|utilm|4|00|uBLFUnCompressed: File /data/polycom/ffs0/Config/Local/WebTicket/0/fedContactUrl.dom doesn't exist or is empty
000551.677|cfg  |4|00|Prov|CfgDhcpInformControl::ExtractOptions: DHCP ACK message failed initial validation. Skipping parsing of DHCP options.
000552.728|copy |4|00|Configuration of URL failed
000552.728|cfg  |4|00|Prov|Could not download file 0004f2fd7d0e-web.cfg
000552.728|cfg  |4|00|Prov|Uploading phoneWeb.cfg failed
000552.728|cfg  |4|00|Prov|Update configuration failed
000559.677|cfg  |4|00|Prov|CfgDhcpInformControl::ExtractOptions: DHCP ACK message failed initial validation. Skipping parsing of DHCP options.
000602.634|sip  |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'optimityadvisors.com' found no records
000602.642|sip  |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'optimityadvisors.com' found no records
000602.725|sip  |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'optimityadvisors.com' found no records
000602.731|sip  |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'sipinternal.optimityadvisors.com' found no records
000602.731|sip  |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'sipinternal.optimityadvisors.com' found no records
000602.804|sip  |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'sipexternal.optimityadvisors.com' found no records
000602.805|sip  |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'sipexternal.optimityadvisors.com' found no records
000602.830|sip  |*|00|Sip Register Usr:nylargeconferenceroom@optimityadvisors.com Dsp:nylargeconferenceroom Auth:'Using Login Cred' Inx:0
000602.830|utilm|4|00|uBLFUnCompressed: File /data/polycom/ffs0/Config/Local/WebTicket/0/fedContactUrl.dom doesn't exist or is empty
000602.831|sip  |4|00|Schedule prioritized register event at 1 of 1
000606.677|cfg  |4|00|Prov|CfgDhcpInformControl::ExtractOptions: DHCP ACK message failed initial validation. Skipping parsing of DHCP options.
000614.677|cfg  |4|00|Prov|CfgDhcpInformControl::ExtractOptions: DHCP ACK message failed initial validation. Skipping parsing of DHCP options.
000617.628|sip  |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'optimityadvisors.com' found no records
000617.628|sip  |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'optimityadvisors.com' found no records
000617.628|sip  |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'optimityadvisors.com' found no records
000617.628|sip  |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'sipinternal.optimityadvisors.com' found no records
000617.628|sip  |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'sipinternal.optimityadvisors.com' found no records
000617.628|sip  |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'sipexternal.optimityadvisors.com' found no records
000617.628|sip  |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'sipexternal.optimityadvisors.com' found no records
000617.786|utilm|4|00|uBLFUnCompressed: File /data/polycom/ffs0/Config/Local/WebTicket/0/sip.usr doesn't exist or is empty
000617.975|xml  |*|00|Initial log entry. Current logging level 4
000621.616|tickt|4|00|[StdRet soWebTicketO365Info::soWebTicketFetchWsFedBearerToken()]:[6926]  pSecurityTokenSamlAssertion[<saml:Assertion MajorVersion="1" MinorVersion="1" AssertionID="SamlSecurityToken-5e01e5b9-ea6b-4f58-82e9-8d38cda9dd86" Issuer="https://bl20b05fes08.infra.lync.com:4443/a0f0e907-f49b-5bf8-b0dd-735c60cf4f5c" IssueInstant="2016-08-09T18:36:54.219Z" xmlns:saml="urn:oasis:names:tc:SAML:1.0:assertion"><saml:Conditions NotBefore="2016-08-09T18:36:54.219Z" NotOnOrAfter="2016-08-10T02:08:05.219Z"><saml:AudienceRestr
000621.767|tickt|5|00|doXmlParsingForErrorCode:pResponse doesn't have string <!DOCTYPE 
000621.768|sip  |4|00|TLS-DSK:soWebTicketCbFunc: SoWebTicketCb_ResponseError event triggered from the soWebTicket
000634.851|sip  |4|00|SSL_get_error Error code=5,rc(-1)
000634.851|sip  |4|00|TLS Listen Thread Exit
000850.667|cfg  |4|00|Prov|CfgDhcpInformControl::ExtractOptions: DHCP ACK message failed initial validation. Skipping parsing of DHCP options.
000858.668|cfg  |4|00|Prov|CfgDhcpInformControl::ExtractOptions: DHCP ACK message failed initial validation. Skipping parsing of DHCP options.
000901.618|sip  |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'optimityadvisors.com' found no records
000901.618|sip  |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'optimityadvisors.com' found no records
000901.618|sip  |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'optimityadvisors.com' found no records
000901.618|sip  |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'sipinternal.optimityadvisors.com' found no records
000901.618|sip  |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'sipinternal.optimityadvisors.com' found no records
000901.618|sip  |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'sipexternal.optimityadvisors.com' found no records
000901.618|sip  |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'sipexternal.optimityadvisors.com' found no records
000901.814|utilm|4|00|uBLFUnCompressed: File /data/polycom/ffs0/Config/Local/WebTicket/0/sip.usr doesn't exist or is empty
000908.066|tickt|4|00|[StdRet soWebTicketO365Info::soWebTicketFetchWsFedBearerToken()]:[6926]  pSecurityTokenSamlAssertion[<saml:Assertion MajorVersion="1" MinorVersion="1" AssertionID="SamlSecurityToken-53a75992-4557-440e-be24-e6272a66d69f" Issuer="https://bl20b05fes05.infra.lync.com:4443/8ce2b716-d02e-51cc-9438-e23583be4ebf" IssueInstant="2016-08-09T18:39:42.540Z" xmlns:saml="urn:oasis:names:tc:SAML:1.0:assertion"><saml:Conditions NotBefore="2016-08-09T18:39:42.540Z" NotOnOrAfter="2016-08-10T02:16:50.540Z"><saml:AudienceRestr
000908.222|tickt|5|00|doXmlParsingForErrorCode:pResponse doesn't have string <!DOCTYPE 
000908.223|sip  |4|00|TLS-DSK:soWebTicketCbFunc: SoWebTicketCb_ResponseError event triggered from the soWebTicket
000933.706|sip  |4|00|SSL_get_error Error code=5,rc(-1)
000933.707|sip  |4|00|TLS Listen Thread Exit
001030.663|app1 |4|00|[AppExchangeUiC::populateAutoDiscoverUrl] Internal & External EWS url's are empty
001033.187|cfg  |5|00|Prm|Parameter device.lync.timeZone requested type 7 (Bool) but is of type 1 (UIntNull)
001033.189|cfg  |5|00|Prm|Parameter device.lync.timeZone requested type 7 (Bool) but is of type 1 (UIntNull)
001033.208|so   |4|00|[soRegistrationC] Login Credentials empty causing SoRegEventLine Deleted
001035.658|usbpp|4|00|[PpsUsbC]: OnEvReg Accepted
001035.659|app1 |*|00|SoRegistrationEventLineDeleted - new AppRegLineC, Default user
001035.663|sip  |*|00|Sip UnRegister Usr:nylargeconferenceroom@optimityadvisors.com Dsp:nylargeconferenceroom Auth:'' Inx:0
001035.663|sip  |*|00|SipUserRemove: user 0 being removed.
001035.666|usbpp|4|00|[PpsUsbC]: OnEvReg Accepted
001035.678|sip  |*|00|Sip Register Usr:Trio8800 Dsp:RealPresence Trio 8800 Auth:'Using Login Cred' Inx:0
001035.683|sip  |*|00|Sip Register Usr:Trio8800 Dsp:RealPresence Trio 8800 Auth:'Using Login Cred' Inx:0
001040.418|sip  |*|00|User removed
001040.658|copy |4|00|Configuration of URL failed
001040.658|cfg  |4|00|Prov|Could not download file 0004f2fd7d0e-web.cfg
001040.658|cfg  |4|00|Prov|Uploading phoneWeb.cfg failed
001040.658|cfg  |4|00|Prov|Update configuration failed

 

Any assistance would be appreciated. 

[SteffenBaierUK]

Hello Craig

As you can see in your log the phone does not have a time & date so it cannot verify the certificate.

Ensure your NTP server is set

Best regards

Steffen Baier

[Craig0Thomas]

The NTP servers are set. Screen shot of web config showing NTP setting attached. Still failing. It was working without issue last week. What changed?

014931.973|cfg |5|00|Prm|Parameter reg.x.auth.useLoginCredentials requested type 2 but is of type 7
014932.020|app1 |4|00|[AppExchangeUiC::populateAutoDiscoverUrl] Internal & External EWS url's are empty
014932.379|so |4|00|[soRegistrationC] Login Credentials valid causing SoRegEventLine Changed
014937.019|app1 |*|00|SoRegistrationEventLineChanged - success lineIndex 0 RegListSize 0
014937.024|app1 |*|00|SoRegistrationEventLast - new AppRegLineC, szUser = nylargeconferenceroom@optimityadvisors.com
014937.028|cfg |5|00|Prm|Parameter attendant.reg requested type 2 (SInt) but is of type 0 (UInt)
014937.029|usbpp|4|00|[PpsUsbC]: OnEvReg Accepted
014937.030|sip |*|00|Sip Register Usr:nylargeconferenceroom@optimityadvisors.com Dsp:nylargeconferenceroom Auth:'Using Login Cred' Inx:0
014937.030|utilm|4|00|uBLFUnCompressed: File /data/polycom/ffs0/Config/Local/WebTicket/0/fedContactUrl.dom doesn't exist or is empty
014940.667|cfg |4|00|Prov|CfgDhcpInformControl::ExtractOptions: DHCP ACK message failed initial validation. Skipping parsing of DHCP options.
014942.019|copy |4|00|Configuration of URL failed
014942.019|cfg |4|00|Prov|Could not download file 0004f2fd7d0e-web.cfg
014942.019|cfg |4|00|Prov|Uploading phoneWeb.cfg failed
014942.019|cfg |4|00|Prov|Update configuration failed
014948.667|cfg |4|00|Prov|CfgDhcpInformControl::ExtractOptions: DHCP ACK message failed initial validation. Skipping parsing of DHCP options.
014951.618|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'optimityadvisors.com' found no records
014951.618|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'optimityadvisors.com' found no records
014951.625|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'optimityadvisors.com' found no records
014951.625|sip |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'sipinternal.optimityadvisors.com' found no records
014951.625|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'sipinternal.optimityadvisors.com' found no records
014951.631|sip |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'sipexternal.optimityadvisors.com' found no records
014951.631|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'sipexternal.optimityadvisors.com' found no records
014951.640|sip |*|00|Sip Register Usr:nylargeconferenceroom@optimityadvisors.com Dsp:nylargeconferenceroom Auth:'Using Login Cred' Inx:0
014951.640|utilm|4|00|uBLFUnCompressed: File /data/polycom/ffs0/Config/Local/WebTicket/0/fedContactUrl.dom doesn't exist or is empty
014951.641|sip |4|00|Schedule prioritized register event at 1 of 1
014955.687|cfg |4|00|Prov|CfgDhcpInformControl::ExtractOptions: DHCP ACK message failed initial validation. Skipping parsing of DHCP options.
015003.687|cfg |4|00|Prov|CfgDhcpInformControl::ExtractOptions: DHCP ACK message failed initial validation. Skipping parsing of DHCP options.
015006.637|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'optimityadvisors.com' found no records
015006.637|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'optimityadvisors.com' found no records
015006.637|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'optimityadvisors.com' found no records
015006.638|sip |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'sipinternal.optimityadvisors.com' found no records
015006.638|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'sipinternal.optimityadvisors.com' found no records
015006.638|sip |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'sipexternal.optimityadvisors.com' found no records
015006.638|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'sipexternal.optimityadvisors.com' found no records
015006.760|sip |4|00|CTcpSocket::Abandon - TLS Listen Thread has exited. Process further to abandon this socket
015006.760|sip |4|00|CTcpSocket::Abandon connected socket. Send Message 0x40ffcf28
015006.817|sip |4|00|SSL_get_error Error code=5,rc(0)
015006.817|sip |4|00|TLS Listen Thread Exit
015006.991|utilm|4|00|uBLFUnCompressed: File /data/polycom/ffs0/Config/Local/WebTicket/0/sip.usr doesn't exist or is empty
015009.560|ares |4|00|aresDnsLookup: select time-out 1 on A lookup for 'nexus.microsoftonline-p.com' after 0 sec
015010.432|tickt|4|00|[StdRet soWebTicketO365Info::soWebTicketFetchWsFedBearerToken()]:[6926] pSecurityTokenSamlAssertion[<saml:Assertion MajorVersion="1" MinorVersion="1" AssertionID="SamlSecurityToken-44d7e95f-a1b3-41b8-9f12-e3db4a7aad72" Issuer="https://bl20b05fes06.infra.lync.com:4443/ddb527e9-7220-50e9-906f-412ceaaf3aac" IssueInstant="2016-08-09T20:20:43.331Z" xmlns:saml="urn:oasis:names:tc:SAML:1.0:assertion"><saml:Conditions NotBefore="2016-08-09T20:20:43.331Z" NotOnOrAfter="2016-08-10T03:54:38.331Z"><saml:AudienceRestr
015010.588|tickt|5|00|doXmlParsingForErrorCode:pResponse doesn't have string <!DOCTYPE
015010.588|sip |4|00|TLS-DSK:soWebTicketCbFunc: SoWebTicketCb_ResponseError event triggered from the soWebTicket
015038.881|sip |4|00|SSL_get_error Error code=5,rc(-1)
015038.881|sip |4|00|TLS Listen Thread Exit
015237.074|utilm|4|00|uBLFUnCompressed: File /data/polycom/ffs0/Config/Local/WebTicket/0/sip.usr doesn't exist or is empty
015238.994|tickt|4|00|[StdRet soWebTicketO365Info::soWebTicketFetchWsFedBearerToken()]:[6926] pSecurityTokenSamlAssertion[<saml:Assertion MajorVersion="1" MinorVersion="1" AssertionID="SamlSecurityToken-78a2ad00-8c3a-40b7-bdb9-2e0bd76fec1f" Issuer="https://bl20b05fes01.infra.lync.com:4443/4759a989-f0dd-5093-96a3-32faef139b69" IssueInstant="2016-08-09T20:23:12.724Z" xmlns:saml="urn:oasis:names:tc:SAML:1.0:assertion"><saml:Conditions NotBefore="2016-08-09T20:23:12.724Z" NotOnOrAfter="2016-08-10T04:13:16.724Z"><saml:AudienceRestr
015239.158|tickt|5|00|doXmlParsingForErrorCode:pResponse doesn't have string <!DOCTYPE
015239.158|sip |4|00|TLS-DSK:soWebTicketCbFunc: SoWebTicketCb_ResponseError event triggered from the soWebTicket
015308.998|sip |4|00|SSL_get_error Error code=5,rc(-1)
015308.998|sip |4|00|TLS Listen Thread Exit
015507.672|ares |4|00|aresDnsLookup: select time-out 1 on A lookup for 'sipfed0B.online.lync.com' after 0 sec
015507.885|utilm|4|00|uBLFUnCompressed: File /data/polycom/ffs0/Config/Local/WebTicket/0/sip.usr doesn't exist or is empty
015513.291|tickt|4|00|[StdRet soWebTicketO365Info::soWebTicketFetchWsFedBearerToken()]:[6926] pSecurityTokenSamlAssertion[<saml:Assertion MajorVersion="1" MinorVersion="1" AssertionID="SamlSecurityToken-fa223f34-5fbd-4de4-9dd8-fda60502dda8" Issuer="https://bl20b05fes07.infra.lync.com:4443/17dc0e87-0f6b-5e84-a41d-693819f0f217" IssueInstant="2016-08-09T20:25:44.769Z" xmlns:saml="urn:oasis:names:tc:SAML:1.0:assertion"><saml:Conditions NotBefore="2016-08-09T20:25:44.768Z" NotOnOrAfter="2016-08-10T04:18:28.768Z"><saml:AudienceRestr
015513.463|tickt|5|00|doXmlParsingForErrorCode:pResponse doesn't have string <!DOCTYPE
015513.467|sip |4|00|TLS-DSK:soWebTicketCbFunc: SoWebTicketCb_ResponseError event triggered from the soWebTicket
015539.795|sip |4|00|SSL_get_error Error code=5,rc(-1)
015539.795|sip |4|00|TLS Listen Thread Exit
015737.577|utilm|4|00|uBLFUnCompressed: File /data/polycom/ffs0/Config/Local/WebTicket/0/sip.usr doesn't exist or is empty
015740.637|tickt|4|00|[StdRet soWebTicketO365Info::soWebTicketFetchWsFedBearerToken()]:[6926] pSecurityTokenSamlAssertion[<saml:Assertion MajorVersion="1" MinorVersion="1" AssertionID="SamlSecurityToken-27572305-9641-4447-95dd-eb25fc2e791d" Issuer="https://bl20b05fes09.infra.lync.com:4443/d3b4abb2-3ee5-5697-a831-ad9064c21f81" IssueInstant="2016-08-09T20:28:13.626Z" xmlns:saml="urn:oasis:names:tc:SAML:1.0:assertion"><saml:Conditions NotBefore="2016-08-09T20:28:13.625Z" NotOnOrAfter="2016-08-10T04:19:14.625Z"><saml:AudienceRestr
015740.797|tickt|5|00|doXmlParsingForErrorCode:pResponse doesn't have string <!DOCTYPE
015740.798|sip |4|00|TLS-DSK:soWebTicketCbFunc: SoWebTicketCb_ResponseError event triggered from the soWebTicket
015809.499|sip |4|00|SSL_get_error Error code=5,rc(-1)
015809.499|sip |4|00|TLS Listen Thread Exit
015906.378|app1 |4|00|[AppExchangeUiC::populateAutoDiscoverUrl] Internal & External EWS url's are empty
015906.381|cfg |5|00|Prm|Parameter device.lync.timeZone requested type 7 (Bool) but is of type 1 (UIntNull)
015906.381|cfg |5|00|Prm|Parameter device.lync.timeZone requested type 7 (Bool) but is of type 1 (UIntNull)
015906.774|so |4|00|[soRegistrationC] Login Credentials empty causing SoRegEventLine Deleted
015911.378|usbpp|4|00|[PpsUsbC]: OnEvReg Accepted
015911.379|app1 |*|00|SoRegistrationEventLineDeleted - new AppRegLineC, Default user
015911.389|usbpp|4|00|[PpsUsbC]: OnEvReg Accepted
015911.390|sip |*|00|Sip UnRegister Usr:nylargeconferenceroom@optimityadvisors.com Dsp:nylargeconferenceroom Auth:'' Inx:0
015911.390|sip |*|00|SipUserRemove: user 0 being removed.
015911.391|sip |*|00|Sip Register Usr:Trio8800 Dsp:RealPresence Trio 8800 Auth:'Using Login Cred' Inx:0
015911.392|sip |*|00|Sip Register Usr:Trio8800 Dsp:RealPresence Trio 8800 Auth:'Using Login Cred' Inx:0
015915.919|sip |*|00|User removed
015916.378|copy |4|00|Configuration of URL failed
015916.378|cfg |4|00|Prov|Could not download file 0004f2fd7d0e-web.cfg
015916.378|cfg |4|00|Prov|Uploading phoneWeb.cfg failed
015916.378|cfg |4|00|Prov|Update configuration failed

[SteffenBaierUK]

Your log still does not show the correct date or time

Please utilise the voip FAQ to troubleshoot your time issue

[Craig0Thomas · Accepted solution]

Created two DHCP Options 42 and 2 on my DHCP server and rebooted device and it is now working properly. Thanks for the assistance.

Craig