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Trio 8800 unable to log into Skype for Business

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Trio 8800 unable to log into Skype for Business

Hello,

I am having trouble connecting the o365 SFB account on our new Trio 8800. I have made sure the firmware is updated to the latest version, 5.7.1.4145, and also made sure the time settings are correct (according to other threads I found). I am able to log into SFB through my pc using the account in question and it has an E5 license with Domestic Calling Plan enabled and a DID assigned. Please see the error log here and let me know if you have any suggestions, thank you in advance.

 

0923111004|sip  |3|00|CreateFailOverProxyList - Could not found servers using WAD
0923111007|cfg  |4|00|Prov|CfgDhcpInformControl::ExtractOptions: DHCP ACK message failed initial validation. Skipping parsing of DHCP options.
0923111016|cfg  |4|00|Prov|CfgDhcpInformControl::ExtractOptions: DHCP ACK message failed initial validation. Skipping parsing of DHCP options.
0923111018|sip  |3|00|CreateFailOverProxyList : 'Auto Discovery' 0 DHCP servers received
0923111018|sip  |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList '********.com' found no records
0923111018|sip  |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList '********.com' found no records
0923111018|sip  |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList '********.com' found no records
0923111018|sip  |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList '********.com' found no records
0923111018|sip  |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'sipinternal.********.com' found no records
0923111018|sip  |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'sip.********.com' found no records
0923111018|sip  |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'sipexternal.********.com' found no records
0923111018|sip  |2|00|CreateFailOverProxyList : Exit 'Auto Discovery' lookup with 0 IP Addresses
0923111018|sip  |3|00|UA Client Non-INVITE REGISTER trans state 'callingTrying'->'completed' by 480 resp 10 timeout(0x41523d88)
0923111018|sip  |2|00|[CTrans::ResponseProcess] REGISTER NonInv reTrans ALREADY stopped in 'completed' state at retryCount 0 code 480, timeout=10 (0x41523d88)
0923111018|sip  |1|00|CTrans:: ResponseProcess | Follow SIP logic
0923111018|sip  |1|00|Dialog 'id05764753' State 'Trying'->'Confirmed'
0923111018|sip  |3|00|CUser::OnRegistered Entry for call 0x415b4008 with expires 0 ticks Transport 'INVALID' inval Method 2 RROFO 0
0923111018|sip  |3|00|CUser::NewWorkingServer user 0 oldServer 0 newServer 0 expires 0
0923111018|sip  |3|00|SipOnEvNewWorkingServer User 0, old 0, new 0, expire 0
0923111018|sip  |3|00|SipOnEvRegistrarUpdate User 0, index 0, state 0, expire 0, working 1 bIsOcs 0 prevIx -1
0923111018|sip  |3|00|CUser::HasNoCallCallInState for User trio1,Index 0, total calls 1 state 'SubscribeAddressBook' rc 0 of type Not Applicable
0923111018|sip  |1|00|removeContactUrlForO365User: O365Enabled='0' removeContactUrlForO365User='0x0'
0923111018|sip  |3|00|CUser::HasNoCallCallInState for User trio1,Index 0, total calls 1 state 'ServiceSoap' rc 0 of type Not Applicable
0923111018|sip  |3|00|CUser::OnRegistered m_bIsRemote 0
0923111018|sip  |1|00|Dialog 'id05764753' State 'Confirmed'->'Terminated'
0923111018|sip  |2|00|CStkDialog::CStkDialog SetAddressLocal Config 'trio1' <trio1@********.com:0>
0923111018|sip  |2|00|CStkDialog::CStkDialog AddressLocal set to Config
0923111018|sip  |3|00|CStkDialog::SetAddressLocal localTag set to ''
0923111018|sip  |3|00|CStkDialog::SetAddressLocal new address added of 1
0923111018|sip  |2|00|CStkDialog::CStkDialog TAG 'FD043938-2BF47ECB' generated
0923111018|sip  |2|00|CStkDialog::CStkDialog local addr 'trio1' <trio1@********.com:0> Tag 'FD043938-2BF47ECB'
0923111018|sip  |2|00|CStkDialog::CStkDialog exit 0x2cfd400 local list size 1
0923111018|sip  |2|00|CStkDialogList::CreateDialogObject localTarg usr 'trio1'
0923111018|sip  |3|00|Reg UAC Response: code 480 consecutive Attempts 14 baseTimeOut 10 maxTimeOut 180 exponTimeOut 163840 randomTimeOut 157
0923111018|sip  |3|00|Reg UAC Response: code 480 new m_nExpire 314 m_nOverlap 0 Trans 0x41523d88
0923111018|sip  |2|00|adjustRetransWhenTimerCreated UA Client Non-INVITE Unknown state 'completed' timeout=1 (0x41523d88)
0923111018|sip  |1|00|Client State finished REGISTER (0x2cfd7b8)
0923111018|sip  |3|00|SipStartFailOver 0
0923111241|sip  |3|00|NoCall::TimeOut500ms 'Registering' m_nExpire == 0 RegisterCall -> Schedule Register listSize 0 lTimeout 0
0923111241|sip  |2|00|Schedule 'Register' nEvent 0 busyFlag 0 num events waiting 0
0923111241|sip  |2|00|new UA Client Non-INVITE trans state 'callingTrying', timeout=0 (0x41523d88)
0923111241|sip  |3|00|RegClient:RegClient expire 66 overlap 0
0923111241|sip  |2|00|SendCommand: reqDest '********.com' isLync 0 isGRUU 0 isIP 0 useEffectiveProxy 1
0923111241|sip  |1|00|SendCommand: isLync 0 isGRUU 0 isIP 0 useEffectiveProxy 1
0923111241|sip  |1|00|CreateFailOverProxyList : Reg to Domain '********.com' nPort 0, lkup 6
0923111241|sip  |1|00|CreateFailOverProxyList : Domain is in user part
0923111241|sip  |1|00|CreateFailOverProxyList : For REGISTER Request nPort 0
0923111241|sip  |2|00|CreateFailOverProxyList resetting pps watchdog for 200000mSec in auto discovery
0923111241|sip  |3|00|CreateFailOverProxyList - Could not found servers using WAD
0923111244|cfg  |4|00|Prov|CfgDhcpInformControl::ExtractOptions: DHCP ACK message failed initial validation. Skipping parsing of DHCP options.
0923111252|cfg  |4|00|Prov|CfgDhcpInformControl::ExtractOptions: DHCP ACK message failed initial validation. Skipping parsing of DHCP options.
0923111255|sip  |3|00|CreateFailOverProxyList : 'Auto Discovery' 0 DHCP servers received
0923111255|sip  |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList '********.com' found no records
0923111255|sip  |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList '********.com' found no records
0923111255|sip  |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList '********.com' found no records
0923111255|sip  |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList '********.com' found no records
0923111255|sip  |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'sipinternal.********.com' found no records
0923111255|sip  |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'sip.********.com' found no records
0923111255|sip  |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'sipexternal.********.com' found no records
0923111255|sip  |2|00|CreateFailOverProxyList : Exit 'Auto Discovery' lookup with 0 IP Addresses
0923111255|sip  |3|00|UA Client Non-INVITE REGISTER trans state 'callingTrying'->'completed' by 480 resp 10 timeout(0x41523d88)
0923111255|sip  |2|00|[CTrans::ResponseProcess] REGISTER NonInv reTrans ALREADY stopped in 'completed' state at retryCount 0 code 480, timeout=10 (0x41523d88)
0923111255|sip  |1|00|CTrans:: ResponseProcess | Follow SIP logic
0923111255|sip  |1|00|Dialog 'id05710cfa' State 'Trying'->'Confirmed'
0923111255|sip  |3|00|CUser::OnRegistered Entry for call 0x415b4008 with expires 0 ticks Transport 'INVALID' inval Method 2 RROFO 0
0923111255|sip  |3|00|CUser::NewWorkingServer user 0 oldServer 0 newServer 0 expires 0
0923111255|sip  |3|00|SipOnEvNewWorkingServer User 0, old 0, new 0, expire 0
0923111255|sip  |3|00|SipOnEvRegistrarUpdate User 0, index 0, state 0, expire 0, working 1 bIsOcs 0 prevIx -1
0923111255|sip  |3|00|CUser::HasNoCallCallInState for User trio1,Index 0, total calls 1 state 'SubscribeAddressBook' rc 0 of type Not Applicable
0923111255|sip  |1|00|removeContactUrlForO365User: O365Enabled='0' removeContactUrlForO365User='0x0'
0923111255|sip  |3|00|CUser::HasNoCallCallInState for User trio1,Index 0, total calls 1 state 'ServiceSoap' rc 0 of type Not Applicable
0923111255|sip  |3|00|CUser::OnRegistered m_bIsRemote 0
0923111255|sip  |1|00|Dialog 'id05710cfa' State 'Confirmed'->'Terminated'
0923111255|sip  |2|00|CStkDialog::CStkDialog SetAddressLocal Config 'trio1' <trio1@********.com:0>
0923111255|sip  |2|00|CStkDialog::CStkDialog AddressLocal set to Config
0923111255|sip  |3|00|CStkDialog::SetAddressLocal localTag set to ''
0923111255|sip  |3|00|CStkDialog::SetAddressLocal new address added of 1
0923111255|sip  |2|00|CStkDialog::CStkDialog TAG 'ED613728-1EB2A051' generated
0923111255|sip  |2|00|CStkDialog::CStkDialog local addr 'trio1' <trio1@********.com:0> Tag 'ED613728-1EB2A051'
0923111255|sip  |2|00|CStkDialog::CStkDialog exit 0x2cfd7b8 local list size 1
0923111255|sip  |2|00|CStkDialogList::CreateDialogObject localTarg usr 'trio1'
0923111255|sip  |3|00|Reg UAC Response: code 480 consecutive Attempts 15 baseTimeOut 10 maxTimeOut 180 exponTimeOut 327680 randomTimeOut 157
0923111255|sip  |3|00|Reg UAC Response: code 480 new m_nExpire 314 m_nOverlap 0 Trans 0x41523d88
0923111255|sip  |2|00|adjustRetransWhenTimerCreated UA Client Non-INVITE Unknown state 'completed' timeout=1 (0x41523d88)
0923111255|sip  |1|00|Client State finished REGISTER (0x2cfd400)
0923111255|sip  |3|00|SipStartFailOver 0
0923111518|sip  |3|00|NoCall::TimeOut500ms 'Registering' m_nExpire == 0 RegisterCall -> Schedule Register listSize 0 lTimeout 0
0923111518|sip  |2|00|Schedule 'Register' nEvent 0 busyFlag 0 num events waiting 0
0923111518|sip  |2|00|new UA Client Non-INVITE trans state 'callingTrying', timeout=0 (0x41523d88)
0923111518|sip  |3|00|RegClient:RegClient expire 66 overlap 0
0923111518|sip  |2|00|SendCommand: reqDest '********.com' isLync 0 isGRUU 0 isIP 0 useEffectiveProxy 1
0923111518|sip  |1|00|SendCommand: isLync 0 isGRUU 0 isIP 0 useEffectiveProxy 1
0923111518|sip  |1|00|CreateFailOverProxyList : Reg to Domain '********.com' nPort 0, lkup 6
0923111518|sip  |1|00|CreateFailOverProxyList : Domain is in user part
0923111518|sip  |1|00|CreateFailOverProxyList : For REGISTER Request nPort 0
0923111518|sip  |2|00|CreateFailOverProxyList resetting pps watchdog for 200000mSec in auto discovery
0923111518|sip  |3|00|CreateFailOverProxyList - Could not found servers using WAD
0923111521|cfg  |4|00|Prov|CfgDhcpInformControl::ExtractOptions: DHCP ACK message failed initial validation. Skipping parsing of DHCP options.
0923111529|cfg  |4|00|Prov|CfgDhcpInformControl::ExtractOptions: DHCP ACK message failed initial validation. Skipping parsing of DHCP options.
0923111532|sip  |3|00|CreateFailOverProxyList : 'Auto Discovery' 0 DHCP servers received
0923111532|sip  |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList '********.com' found no records
0923111532|sip  |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList '********.com' found no records
0923111532|sip  |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList '********.com' found no records
0923111532|sip  |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList '********.com' found no records
0923111532|sip  |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'sipinternal.********.com' found no records
0923111532|sip  |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'sip.********.com' found no records
0923111532|sip  |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'sipexternal.********.com' found no records
0923111532|sip  |2|00|CreateFailOverProxyList : Exit 'Auto Discovery' lookup with 0 IP Addresses
0923111532|sip  |3|00|UA Client Non-INVITE REGISTER trans state 'callingTrying'->'completed' by 480 resp 10 timeout(0x41523d88)
0923111532|sip  |2|00|[CTrans::ResponseProcess] REGISTER NonInv reTrans ALREADY stopped in 'completed' state at retryCount 0 code 480, timeout=10 (0x41523d88)
0923111532|sip  |1|00|CTrans:: ResponseProcess | Follow SIP logic
0923111532|sip  |1|00|Dialog 'id0448d343' State 'Trying'->'Confirmed'
0923111532|sip  |3|00|CUser::OnRegistered Entry for call 0x415b4008 with expires 0 ticks Transport 'INVALID' inval Method 2 RROFO 0
0923111532|sip  |3|00|CUser::NewWorkingServer user 0 oldServer 0 newServer 0 expires 0
0923111532|sip  |3|00|SipOnEvNewWorkingServer User 0, old 0, new 0, expire 0
0923111532|sip  |3|00|SipOnEvRegistrarUpdate User 0, index 0, state 0, expire 0, working 1 bIsOcs 0 prevIx -1
0923111532|sip  |3|00|CUser::HasNoCallCallInState for User trio1,Index 0, total calls 1 state 'SubscribeAddressBook' rc 0 of type Not Applicable
0923111532|sip  |1|00|removeContactUrlForO365User: O365Enabled='0' removeContactUrlForO365User='0x0'
0923111532|sip  |3|00|CUser::HasNoCallCallInState for User trio1,Index 0, total calls 1 state 'ServiceSoap' rc 0 of type Not Applicable
0923111532|sip  |3|00|CUser::OnRegistered m_bIsRemote 0
0923111532|sip  |1|00|Dialog 'id0448d343' State 'Confirmed'->'Terminated'
0923111532|sip  |2|00|CStkDialog::CStkDialog SetAddressLocal Config 'trio1' <trio1@********.com:0>
0923111532|sip  |2|00|CStkDialog::CStkDialog AddressLocal set to Config
0923111532|sip  |3|00|CStkDialog::SetAddressLocal localTag set to ''
0923111532|sip  |3|00|CStkDialog::SetAddressLocal new address added of 1
0923111532|sip  |2|00|CStkDialog::CStkDialog TAG 'EC80F590-88EC0756' generated
0923111532|sip  |2|00|CStkDialog::CStkDialog local addr 'trio1' <trio1@********.com:0> Tag 'EC80F590-88EC0756'
0923111532|sip  |2|00|CStkDialog::CStkDialog exit 0x2cfd400 local list size 1
0923111532|sip  |2|00|CStkDialogList::CreateDialogObject localTarg usr 'trio1'
0923111532|sip  |3|00|Reg UAC Response: code 480 consecutive Attempts 16 baseTimeOut 10 maxTimeOut 180 exponTimeOut 180 randomTimeOut 149
0923111532|sip  |3|00|Reg UAC Response: code 480 new m_nExpire 298 m_nOverlap 0 Trans 0x41523d88
0923111532|sip  |2|00|adjustRetransWhenTimerCreated UA Client Non-INVITE Unknown state 'completed' timeout=1 (0x41523d88)
0923111532|sip  |1|00|Client State finished REGISTER (0x2cfd7b8)
0923111532|sip  |3|00|SipStartFailOver 0
0923111747|sip  |3|00|NoCall::TimeOut500ms 'Registering' m_nExpire == 0 RegisterCall -> Schedule Register listSize 0 lTimeout 0
0923111747|sip  |2|00|Schedule 'Register' nEvent 0 busyFlag 0 num events waiting 0
0923111747|sip  |2|00|new UA Client Non-INVITE trans state 'callingTrying', timeout=0 (0x41523d88)
0923111747|sip  |3|00|RegClient:RegClient expire 66 overlap 0
0923111747|sip  |2|00|SendCommand: reqDest '********.com' isLync 0 isGRUU 0 isIP 0 useEffectiveProxy 1
0923111747|sip  |1|00|SendCommand: isLync 0 isGRUU 0 isIP 0 useEffectiveProxy 1
0923111747|sip  |1|00|CreateFailOverProxyList : Reg to Domain '********.com' nPort 0, lkup 6
0923111747|sip  |1|00|CreateFailOverProxyList : Domain is in user part
0923111747|sip  |1|00|CreateFailOverProxyList : For REGISTER Request nPort 0
0923111747|sip  |2|00|CreateFailOverProxyList resetting pps watchdog for 200000mSec in auto discovery
0923111747|sip  |3|00|CreateFailOverProxyList - Could not found servers using WAD
0923111750|cfg  |4|00|Prov|CfgDhcpInformControl::ExtractOptions: DHCP ACK message failed initial validation. Skipping parsing of DHCP options.
0923111759|cfg  |4|00|Prov|CfgDhcpInformControl::ExtractOptions: DHCP ACK message failed initial validation. Skipping parsing of DHCP options.
0923111801|sip  |3|00|CreateFailOverProxyList : 'Auto Discovery' 0 DHCP servers received
0923111801|sip  |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList '********.com' found no records
0923111801|sip  |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList '********.com' found no records
0923111801|sip  |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList '********.com' found no records
0923111801|sip  |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList '********.com' found no records
0923111801|sip  |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'sipinternal.********.com' found no records
0923111801|sip  |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'sip.********.com' found no records
0923111801|sip  |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'sipexternal.********.com' found no records
0923111801|sip  |2|00|CreateFailOverProxyList : Exit 'Auto Discovery' lookup with 0 IP Addresses
0923111801|sip  |3|00|UA Client Non-INVITE REGISTER trans state 'callingTrying'->'completed' by 480 resp 10 timeout(0x41523d88)
0923111801|sip  |2|00|[CTrans::ResponseProcess] REGISTER NonInv reTrans ALREADY stopped in 'completed' state at retryCount 0 code 480, timeout=10 (0x41523d88)
0923111801|sip  |1|00|CTrans:: ResponseProcess | Follow SIP logic
0923111801|sip  |1|00|Dialog 'id05c8f6cc' State 'Trying'->'Confirmed'
0923111801|sip  |3|00|CUser::OnRegistered Entry for call 0x415b4008 with expires 0 ticks Transport 'INVALID' inval Method 2 RROFO 0
0923111801|sip  |3|00|CUser::NewWorkingServer user 0 oldServer 0 newServer 0 expires 0
0923111801|sip  |3|00|SipOnEvNewWorkingServer User 0, old 0, new 0, expire 0
0923111801|sip  |3|00|SipOnEvRegistrarUpdate User 0, index 0, state 0, expire 0, working 1 bIsOcs 0 prevIx -1
0923111801|sip  |3|00|CUser::HasNoCallCallInState for User trio1,Index 0, total calls 1 state 'SubscribeAddressBook' rc 0 of type Not Applicable
0923111801|sip  |1|00|removeContactUrlForO365User: O365Enabled='0' removeContactUrlForO365User='0x0'
0923111801|sip  |3|00|CUser::HasNoCallCallInState for User trio1,Index 0, total calls 1 state 'ServiceSoap' rc 0 of type Not Applicable
0923111801|sip  |3|00|CUser::OnRegistered m_bIsRemote 0
0923111801|sip  |1|00|Dialog 'id05c8f6cc' State 'Confirmed'->'Terminated'
0923111801|sip  |2|00|CStkDialog::CStkDialog SetAddressLocal Config 'trio1' <trio1@********.com:0>
0923111801|sip  |2|00|CStkDialog::CStkDialog AddressLocal set to Config
0923111801|sip  |3|00|CStkDialog::SetAddressLocal localTag set to ''
0923111801|sip  |3|00|CStkDialog::SetAddressLocal new address added of 1
0923111801|sip  |2|00|CStkDialog::CStkDialog TAG '51CA216D-9BA5ADE3' generated
0923111801|sip  |2|00|CStkDialog::CStkDialog local addr 'trio1' <trio1@********.com:0> Tag '51CA216D-9BA5ADE3'
0923111801|sip  |2|00|CStkDialog::CStkDialog exit 0x2cfd7b8 local list size 1
0923111801|sip  |2|00|CStkDialogList::CreateDialogObject localTarg usr 'trio1'
0923111801|sip  |3|00|Reg UAC Response: code 480 consecutive Attempts 17 baseTimeOut 10 maxTimeOut 180 exponTimeOut 180 randomTimeOut 117
0923111801|sip  |3|00|Reg UAC Response: code 480 new m_nExpire 234 m_nOverlap 0 Trans 0x41523d88
0923111801|sip  |2|00|adjustRetransWhenTimerCreated UA Client Non-INVITE Unknown state 'completed' timeout=1 (0x41523d88)
0923111801|sip  |1|00|Client State finished REGISTER (0x2cfd400)
0923111801|sip  |3|00|SipStartFailOver 0
Message 1 of 2
1 REPLY 1
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Polycom Employee & Community Manager

Re: Trio 8800 unable to log into Skype for Business

Hello  @JavyCosta,

 

welcome to the Polycom Community.

 

Not sure if you made any changes to the configuration of the phone but it cannot resolve your DNS:

 

0923111018|sip  |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList '********.com' found no records
0923111018|sip  |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList '********.com' found no records
0923111018|sip  |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList '********.com' found no records
0923111018|sip  |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList '********.com' found no records
0923111018|sip  |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'sipinternal.********.com' found no records
0923111018|sip  |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'sip.********.com' found no records
0923111018|sip  |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'sipexternal.********.com' found no records

 

Therefore it has no IP to register against:

0923111018|sip  |2|00|CreateFailOverProxyList : Exit 'Auto Discovery' lookup with 0 IP Addresses

 

The Skype for Business FAQ contains:

 

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

Resolution: Have a look => here <=


Other community members can try and help you troubleshoot this.

 

The next step would be to open a service request.


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 providing your MAC address or your Polycom devices serial will enable us to look up who would be able to support you. This may not be who you purchased the Polycom device from.

If the unit is no longer within warranty please be prepared to Pay Per Incident / PPI. This is all outlined in detail 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 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 2 of 2