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Trio 8800 Skype for Bussiness Logs off randomly

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Occasional Visitor

Trio 8800 Skype for Bussiness Logs off randomly

Hi we have polcom trio 8800 with 5.5.2.11338. 

 

Randomly Skype fB gets logged of and a full reboot needs to be done to get them functional again. it can happen within 3 days, half day, and we have investigated POE and Internet connection and it does not show any signs of problem, as we have other Skype equipment functional.

Message 1 of 7
6 REPLIES 6
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Polycom Employee & Community Manager

Re: Trio 8800 Skype for Bussiness Logs off randomly

Hello @nev1,

welcome to the Polycom Community.

The community's Skype for Business FAQ contains this post here:

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

Resolution: Have a look => here <=

 

Without any logs we cannot do anything.


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

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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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

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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 7
Highlighted
Occasional Visitor

Re: Trio 8800 Skype for Bussiness Logs off randomly

ok where do I post the logs, is there some specific rows you want or do I just post the whole Log?

Message 3 of 7
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Polycom Employee & Community Manager

Re: Trio 8800 Skype for Bussiness Logs off randomly

Hello @nev1,

You can post these here aka add an attachment but we may tell you, once we looked at these, to open a support ticket depending what we can see in these.


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

End Customers are unable to open a ticket directly with Polycom support.

If this is some sort of an Internet discounter please post either your phone's MAC address or your Polycom devices serial so I can look up who would be able to support you. This may not be who you purchased the Polycom device from.

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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

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

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 7
Highlighted
Occasional Visitor

Re: Trio 8800 Skype for Bussiness Logs off randomly

see attachment

Message 5 of 7
Highlighted
Polycom Employee & Community Manager

Re: Trio 8800 Skype for Bussiness Logs off randomly

Hello @nev1,

I can see this repeating over and over:

 

1212030516|sip  |4|00|TLS Listen Thread Exit
1212030714|sip  |4|00|CTrans::~CTrans still holding Login Cred. Released as valid
1212030714|cfg  |4|00|RT|SIP is setting Login Credentials to valid
1212030714|sip  |4|00|TLS-DSK:soWebTicketCbFunc: Unhandled event received from webRTicket [10]
1212030746|sip  |4|00|SSL_get_error Error code=5,rc(-1)

The logging was not set at any debug level so I cannot see any more but based on what I can see I believe we have a similar error already open.

 

I suggest you work with Ingram Micro AB as they originally sold the unit and are your Tier 1 contact.

 

I can also see core dumps tried to be uploaded so we may need these as well.

 

Please get Ingram to quote 1-7314097419 / VESC-8038


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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

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

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 7
Highlighted
Polycom Employee & Community Manager

Re: Trio 8800 Skype for Bussiness Logs off randomly

Hello @nev1,

we just released the new Trio Software 5.5.2 Rev AE which I believe has a fix for above mentioned case. Please upgrade your Trio and test this.

 

If this still fails go ahead as already requested and get this into 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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

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

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 7 of 7