Trio 8800 - Conference Problem - Fast Busy

[mikko89]

Hello All,

    I've been reading through the forums and I have seen a lot of users get successfully fixed. Let's see if this works for me as well.

I have a:

Polycom RealPresence Trio 8800

P/N: 2201-65290-019

3111-65290-001 Rev: A

UC Version: 5.4.5.9111

Problem:

1. Calendar meeting invite from OWA or Outlook - I just get Connecting to Conference and then Fast Busy after about 0:45 seconds.
2. Direct call to call from another user to the Polycom works fine. Audio and Video.
3. If in a Direct Video call from the polycom to the user, regardless of whether I add another user via the polycom or the other device, I get a Connecting to Conference, and then a fast busy. Meanwhile it looks like it connects to the meeting but gets no Audio or Video.

For bullet 1 (listed above) Here are the logs (changed my sip to fakename@fake.net because this is the internet):

0413125849|app1 |5|00|[cccpScheduledMeetingJoin] Input Link(sip:fakename@fake.net;gruu;opaque=app:conf:focus:id:3HQIU3SE;) Output Url(sip:fakename@fake.net;gruu;opaque=app:conf:focus:id:3HQIU3SE;) isCallLogRejoin(0) Subject Exist(1)
0413125849|app1 |4|00|[AppPhoneC::GetSoftKeysonCCCPCall] Returning since AppConf Model is NULL
0413125850|so   |5|00|soStreamNetDisc ERROR - Cannot remove ICE RTP channel
0413125850|so   |5|00|soStreamNetDisc ERROR - Cannot remove ICE RTCP channel
0413125850|so   |5|00|soStreamNetDisc ERROR - Cannot remove ICE RTP channel
0413125850|so   |5|00|soStreamNetDisc ERROR - Cannot remove ICE RTCP channel
0413125859|pgui |4|00|UM service is 0 and play on phone service is 0
0413125859|pgui |4|00|'vvm' service is not available
0413125920|so   |4|00|[SoMediaSessC]: iceSessionCb event SoIceSessionEvent_CheckFailed, (direction=0, state=6) previous m_iceChecksState = 1

For bullet 2, a successful video and audio experience between the polycom and another user, here are the logs:

 
0413131838|clist|4|00|dbCallInfo::connInsert:field=<8>
0413131838|clist|4|00|dbCallSet::updateConn:Failed to update dbCallSet connection: m_status=<true> db=<0x2d7ad48>

For bullet 3, an ainitial successful video and audio experience between the polycom and another user, then a 3rd user is added, and it no longer works. login changed to polycomaccount@fake.net. Here are the logs:

0413131941|copy |4|00|Configuration of URL failed
0413131941|clist|4|00|dbIO::processResult:no host
0413131942|pgui |4|00|UM service is 0 and play on phone service is 0
0413131942|pgui |4|00|'vvm' service is not available
0413132020|pgui |4|00|CEWSWebTicketService::onRenewTimeout
0413132025|pgui |4|00|CSoapTransaction error = SSL handshake failed (6)
0413132025|pgui |4|00|'webtickt' Service CSoapTransaction network error = SSL handshake failed (6) while requesting URL 'https://login.microsoftonline.com/getUserRealm.srf?login=polycomaccount@fake.net&xml=1'
0413132025|pgui |4|00|Fetching of web ticket failed with network error 6.
0413132100|clist|4|00|dbCallInfo::connInsert:field=<8>
0413132100|clist|4|00|dbCallSet::updateConn:Failed to update dbCallSet connection: m_status=<true> db=<0x2d7ad48>
0413132123|so   |5|00|soStreamNetDisc ERROR - Cannot remove ICE RTP channel
0413132123|so   |5|00|soStreamNetDisc ERROR - Cannot remove ICE RTCP channel
0413132123|ice  |5|00|soIceChannelDataSendToStack: sendto() call failed. channel 91 len 951 result -1 err=4
0413132123|so   |5|00|soStreamNetDisc ERROR - Cannot remove ICE RTP channel
0413132123|so   |5|00|soStreamNetDisc ERROR - Cannot remove ICE RTCP channel
0413132123|clist|4|00|dbCallInfo::connInsert:field=<8>
0413132123|clist|4|00|dbCallSet::updateConn:Failed to update dbCallSet connection: m_status=<true> db=<0x2d7ad48>
0413132124|so   |4|00|soStream: RTCP PacketLength extends past end of buffer. Type=0 PLen-4=64 Pos=32 BLen=43
0413132124|so   |4|00|soStream: RTCP PacketLength extends past end of buffer. Type=108 PLen-4=188624 Pos=96 BLen=219
0413132124|srtp |4|00|srtp: srtp_unprotect: auth failure - seq=0x809f, ROC=0
0413132124|srtp |4|00|srtp: srtp_unprotect_rtcp: error: 7 - auth failure, Ssrc=0x5137e131
0413132124|so   |4|00|[SoStreamC]: (0x2ba7950) srtpTransform decryption result=7 seq=32935 ssrc=0x5137e132
0413132124|srtp |4|00|srtp: srtp_unprotect_rtcp: error: 7 - auth failure, Ssrc=0x5137e132
0413132133|pgui |4|00|UM service is 0 and play on phone service is 0
0413132133|pgui |4|00|'vvm' service is not available
0413132154|so   |4|00|[SoMediaSessC]: iceSessionCb event SoIceSessionEvent_CheckFailed, (direction=0, state=6) previous m_iceChecksState = 1
0413132216|pgui |4|00|UM service is 0 and play on phone service is 0
0413132216|pgui |4|00|'vvm' service is not available

 Thank you in advance!

[SteffenBaierUK]

Hello Mikko89,

welcome to the Polycom Community.

We would need some more detailed logs:

• Settings > Logging > Global Log Level Limit > Debug
• Settings > Logging > Log File Size (Kbytes) > 512
• Settings > Logging > Module Log Level Limits > SIP > Debug

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

[mikko89]

Hello Steffan,

     I do not see where the additional settings for logging would be. I was in the web console and pulled the logs, I see where you can go to debug, but it is blank when i click on it. Please see the attachment. I also do not see where the Settings > Logging > Global Log Level Limit would be on the polycom or on the website.

[SteffenBaierUK]

Hello Mikko89

Please re-read my reply and follow the correct area on the web interface

Replied via a mobile device

[mikko89]

Steffen,

     I was able to follow your instructions for logging. Attached are the logs.

Also, another functionality issue:

Clicking Meet Now, just brings up the conference page, and you cannot click Add.

 <edit> with attachment

[SteffenBaierUK]

Hello Mikko89

Not really sure what is going on in your trace as I can see 2 different calls happening.

Call-ID: 5f2de89168fd9871b1d4056596ff5e31 and Call-ID: 92e0cd783a903c2f1a11bad2bfff5e31 and both look OK from the call view and end after around after 33 seconds.

I suggest you work with your Polycom reseller on this. SCANSOURCE COMMUNICATIONS sold the phone back in 26/12/2016

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

[Soulseak]

Hey are there any Updates to this Issue?

[SteffenBaierUK]

Hello Souldseak,

welcome to the Polycom Community.

unfortunately most people, when told to contact our support team via their reseller, never follow this up.

Or at least they never come back here to provide an update.

If you have a similar issue please provide your MAC address so I can advise you who to contact.

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

[mikko89]

Hello all,

     I still have not had my issue resolved. The reseller said that it was an issue with our ports being opened, however our ports are opened and we are still having the same issue. I am waiting on a response from our reseller and once I get a resolution, I will reply back here.