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Trio 8800 unable to search for contacts

Occasional Visitor

Trio 8800 unable to search for contacts

Hi there,

I am currently investigating an issue where ever since our mailboxes have been migrated to exchange 365, our Polycom Trio 8800 (and small number of VVX 501) are unable to perform a contact search.


The devices themselves work correctly with regards to dialling numbers, joining meetings, etc.  However if you go into the contacts option and type a name, it says 'searching' for a couple of seconds and then returns zero results. Contacts search was working absolutely fine until we migrated the resource accounts from exchange on premise to exchange online.


Our environment is set up in the following way:

Skype For Business Server 2015 on premise.  
Microsoft Exchange Server 2016 Hybrid with mailboxes themselves stored online.

Trio 8800 software revision: (we have tried upgrading to but makes no difference, the issue still persists).


I have enabled debug logging on the Trio devices and if I perform a search for my surname 'Johns' this is what I find.



1123124620|abs  |0|00|[CAbsDirectory::getContacts]
1123124620|abs  |1|00|[CAbsDirectory::getContacts] sending message to abs task
1123124620|abs  |1|00|[CAbsDirectory::processFetchTaskMsg] recieved message of type 1
1123124620|abs  |0|00|[CAbsDirectory::getContactsFromServer]
1123124620|abs  |1|00|[CAbsDirectory::getContactsFromServer] invoking so webticket api for fetching contacts for Johns search string
1123124620|proxy|2|00|CProxyService:: Received Request on Proxy Service
1123124620|proxy|2|00|CProxyService:: Forwarding Request to AuthSvc, TransactionID[694675646]
1123124620|proxy|3|00|proxyService's Ticked,Reason(Internal),Count/Size(1/1),Stop? (No)
1123124620|proxy|3|00|proxyService's Timer,Running(0),Start(45000)
1123124620|proxy|2|00|Proxy Saved Req: xnid(694675646),id(0x3a0ee28),expiry(45000)
1123124620|AuthS|2|00|Policy Dest:(201)AuthServicePolicyServiceKey:(101)AuthServiceWTMsgKey:(205)AuthSvcAOServiceRequestKey
Caller Service(139)AuthServiceCallerAbs:IndicationCode(0)
1123124620|AuthS|2|00|Policy Dest:(201)AuthServicePolicyServiceKey:(101)AuthServiceWTMsgKey:(206)AuthSvcAOServiceReplyKey
Caller Service(139)AuthServiceCallerAbs:IndicationCode(200)Got WT
1123124620|AuthS|2|00|Reqponse(-1)AuthSvc,(101)AuthServiceWTMsgKey,(-1)proxyService,(1001)AuthRsp,(Expiry,TransactionId,Time,Type):(-1,694675646,1542977180,1)IndicationCode:(200)Got WT
1123124620|proxy|2|00|CProxyService:: Recieved Response, TransactionID[694675646]
1123124620|proxy|2|00|CProxyService:: Returning Response to Requester, TransactionID[694675646]
1123124620|proxy|2|00|Proxy deleted Req: xnid(694675646),id(0x3a0ee28)
1123124620|abs  |2|00|[CAbsDirectory::absPrepareForQuery] Got Response from SF.
1123124620|abs  |0|00|Lync ABS Request:<?xml version="1.0" encoding="utf-8"?>
<soap:Envelope xmlns:soap="" xmlns:xsi="">
<soap:Header><wsa:To xmlns:wsa="" xmlns:wsu="" wsu:Id="to">https://REDACTED/groupexpansion/service.svc/WebTicket_Bearer</wsa:To><wsa:ReplyTo xmlns:wsa="
1123124620|abs  |0|00|Lync ABS Response:[<s:Envelope xmlns:s="" xmlns:a=""><s:Header><a:Action s:mustUnderstand="1">DistributionListExpander/IAddressBook/QueryAbContactsResponse</a:Action></s:Header><s:Body xmlns:xsi="" xmlns:xsd=""><QueryAbContactsResponse xmlns="DistributionListExpander"><QueryAbContactsResult><ResponseState>ContactDataCorruption</ResponseState><ResultInfo/><AbC
1123124620|abs  |0|00|[CAbsDirectory::parseContacts]
1123124620|abs  |0|00|[CAbsDirectory::updateContacts]
1123124620|app1 |1|00|[AppUiC::sendSearchNotification] Sending abs search done event to UI
1123124620|abs  |1|00|[CAbsDirectory::processFetchTaskMsg] waiting for message
1123124621|app1 |0|00|[AppHybridC] handleNonCallService - Event: 0x5f
1123124621|app1 |1|00|[CPresenceHelper::fetchPresenceInfo]Sening request to core module - dbEntContacts, ct,em
1123124621|app1 |0|00|Requesting database service: {"Req": {"Sql": "SELECT ct,em FROM dbEntContacts limit 12", "Cmds": [], "Db": "64167f293a0b", "CID": 57192920, "Tk": "presence-for-dbEntContacts"}}
1123124621|app1 |0|00|Received database service response: {"Resp": {"End": 0, "Total": 1, "Cols": ["ct", "em"], "Start": 0, "Tk": "presence-for-dbEntContacts", "Db": "64167f293a0b", "CID": 57192920, "Rows": [["+44 7811976088", ""]]}}
1123124621|app1 |0|00|AppUiC::TimerOut500ms() - Checking stalled GUI ticks 1 timeout 30 nextRecoveryAllowed 13378
1123124622|app1 |0|00|[AppHybridC] handleNonCallService - Event: 0x5f
1123124622|app1 |0|00|AppUiC::TimerOut500ms() - Checking stalled GUI ticks 1 timeout 30 nextRecoveryAllowed 13380
1123124623|app1 |0|00|[AppHybridC] handleNonCallService - Event: 0x5f
1123124623|app1 |0|00|AppUiC::TimerOut500ms() - Checking stalled GUI ticks 1 timeout 30 nextRecoveryAllowed 13382


Personally I think the <ResponseState>ContactDataCorruption</ResponseState> response is the smoking gun for this problem however I am at a loss as to what the issue could be.


Any help would be appreciated.




Message 1 of 3
Polycom Employee & Community Manager

Re: Trio 8800 unable to search for contacts

Hello @AnthonyJohns,


welcome to the Polycom Community.


We would need additional logs but personally I am unable to support this via the community.


I suggest you work with ScanSource Video Communications Ltd. who sold this Trio as they can open a ticket for you with our support team.

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. 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 3
Occasional Visitor

Re: Trio 8800 unable to search for contacts

Thankyou Steffen, I have logged a support ticket for this.


I will update this thread if I have any result. Many thanks, Tony

Message 3 of 3