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VVX phone is losing login several times a day

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Occasional Advisor

VVX phone is losing login several times a day

Hi,

 

I have a problem with a VVX phone that is losing it's login several times a day. Then the user has to reenter the password. Especially interresting is a message as follows:

 

TlsListenThread: TCP buffer is full....retrying

 

Here is the log that I have grabbed shortly after my call to her trying to figure out what is happening. After that call it seemed the phone loses the login again. The phone is probably not at the latest version (5.6.0.17325) and I need to test the update before I release the current version.

 

1102105012|sip  |3|00|Calling Blocked contact list from Notified
1102105012|sip  |3|00|updateBlockedUserList : uiListSize is NULL, All Blocked Contacts removed
1102105012|sip  |3|00|SipOnEvBlockedContactUpdate
1102105012|app1 |2|00|AppPhoneC::OnEvBlockedContactsUpdate
1102105012|app1 |2|00|AppPhoneC::OnEvBlockedContactsUpdate - count is same, Hence No need to do anything
1102105013|so   |2|00|[SoNcasC]: MsgAppNcasActiveTransducer received in Non-PlayBackMode
1102105013|so   |2|00|[SoNcasC]: MsgAppNcasActiveTransducer received in Non-PlayBackMode
1102105013|app1 |2|00|[AppHybridC] handleNonCallService - Event: 0x3d
1102105013|app1 |3|00|MsgSoUpdateBannerWithDnd received, increasing the watchdogTimeOut 30000msec
1102105013|sip  |2|00|new UA Client Non-INVITE trans state 'callingTrying', timeout=0 (0x40ed5848)
1102105013|sip  |2|00|CreateFailOverProxyList : Exit 'TLS' lookup with 1 IP Addresses
1102105013|sip  |2|00|CreateFailOverProxyList : IP 1 is '62.67.238.60' on tls port 443
1102105013|sip  |3|00|CTcpSocket::OnRecvData
1102105013|sip  |3|00|UA Client Non-INVITE SERVICE trans state 'callingTrying'->'completed' by 202 resp 10 timeout(0x40ed5848)
1102105013|sip  |2|00|[CTrans::ResponseProcess] SERVICE NonInv reTrans ALREADY stopped in 'completed' state at retryCount 0 code 202, timeout=10 (0x40ed5848)
1102105013|sip  |3|00|CStateServiceClient::OnEvResponse 202
1102105013|so   |2|00|SoSystemTimerC::notifyClients() Set the Skip Flag to FALSE
1102105013|sip  |2|00|new UA Client Non-INVITE trans state 'callingTrying', timeout=0 (0x40ed8728)
1102105013|sip  |2|00|CreateFailOverProxyList : Exit 'TLS' lookup with 1 IP Addresses
1102105013|sip  |2|00|CreateFailOverProxyList : IP 1 is '62.67.238.60' on tls port 443
1102105013|sip  |3|00|CTcpSocket::OnRecvData
1102105013|sip  |3|00|UA Client Non-INVITE SERVICE trans state 'callingTrying'->'completed' by 200 resp 10 timeout(0x40ed8728)
1102105013|sip  |2|00|[CTrans::ResponseProcess] SERVICE NonInv reTrans ALREADY stopped in 'completed' state at retryCount 0 code 200, timeout=10 (0x40ed8728)
1102105013|sip  |3|00|CStateServiceClient::OnEvResponse 200
1102105013|sip  |3|00|CTcpSocket::OnRecvData
1102105013|sip  |2|00|CCallBase::IsChallenged 'NOTIFY' Dialog Tag '505E9AA0-C9C39FFF' pRequest Tag '505E9AA0-C9C39FFF' state 'Confirmed'
1102105013|sip  |2|00|new UA Server Non-INVITE trans state 'callingTrying', timeout=0 (0x40ecca48)
1102105013|sip  |3|00|CCallNoCall::calculateNewExpire new expires = 34667
1102105013|sip  |3|00|UA Server Non-INVITE NOTIFY trans state 'callingTrying'->'completed' by 200 resp 65 timeout(0x40ecca48)
1102105013|sip  |2|00|CTrans::InitRetrans for UA Server Non-INVITE NOTIFY state 'completed' Server 2 of 2 (0x40ecca48)
1102105013|sip  |2|00| Start Element handler called for element - dialogInfo
1102105013|sip  |2|00|Self presence with no state elements ignorned
1102105013|sip  |3|00|Calling Blocked contact list from Notified
1102105013|sip  |3|00|updateBlockedUserList : uiListSize is NULL, All Blocked Contacts removed
1102105013|sip  |3|00|SipOnEvBlockedContactUpdate
1102105013|app1 |2|00|AppPhoneC::OnEvBlockedContactsUpdate
1102105013|app1 |2|00|AppPhoneC::OnEvBlockedContactsUpdate - count is same, Hence No need to do anything
1102105013|app1 |2|00|handleLocalEvents : MsgType - 08C3
1102105013|app1 |2|00|[BossAdminContact::updateLEDnAnimation] LineIndex:0 LedState:0
1102105016|so   |2|00|In SoSystemTimerC::sysTimerReset()
1102105016|so   |2|00|In SoSystemTimerC::sysTimerReset() Set the Skip flag to TRUE for call back=0x555bb8
1102105017|so   |2|00|SoSystemTimerC::notifyClients() Set the Skip Flag to FALSE
1102105017|sip  |2|00|CStkCall::CleanPemParamList 0x13b5bb8
1102105018|sip  |3|00|CUser::TimeOut500ms: Destroying NoCall object 'ServiceQoeReport' of type 'CCallNoCall' (0x13c2e08)
1102105018|sip  |3|00|CCallNoCall::NewCallState 'ServiceQoeReport'->'Idle' (0x13c2e08)
1102105022|sip  |2|00|resetTO
1102105022|sip  |2|00|Terminated Remote Dialogs(0x40ec5428), MaxTO(-1)
1102105022|sip  |2|00|Timeout:(0)
1102105053|app1 |2|00|AppC::updateBackLightAndTouchScrStates() - Backlight states - present - [0], previous - [2].
1102105512|pps  |2|00|[PpsHybridC]:AppPpsSetMyStatus NetCall(0x0) hsCall(0x0) nStatus(8)
1102105512|sip  |3|00|SipSetMyStatus 'Inactive' (nil) (nil) mode 1
1102105512|sip  |3|00|CUser::HasNoCallCallInState for User User.Name,Index 0, total calls 7 state 'Register' rc 1 of type CCallNoCall
1102105512|sip  |3|00|CUser::HasNoCallCallInState for User User.Name,Index 0, total calls 7 state 'ServiceSoap' rc 1 of type CCallNoCall
1102105512|sip  |2|00|new UA Client Non-INVITE trans state 'callingTrying', timeout=0 (0x40ec3c08)
1102105512|sip  |3|00|clearPhoneState = 0, publishPhoneState = 0
1102105512|sip  |2|00|CreateFailOverProxyList : Exit 'TLS' lookup with 1 IP Addresses
1102105512|sip  |2|00|CreateFailOverProxyList : IP 1 is '62.67.238.60' on tls port 443
1102105512|sip  |2|00|adjustRetransWhenTimerCreated UA Client Non-INVITE SERVICE state 'callingTrying' timeout=65 (0x40ec3c08)
1102105512|sip  |3|00|CTcpSocket::OnRecvData
1102105512|sip  |3|00|CTcpSocket::OnRecvData
1102105512|sip  |3|00|CTcpSocket::OnRecvData
1102105512|sip  |3|00|CTcpSocket::OnRecvData
1102105512|sip  |3|00|CTcpSocket::OnRecvData
1102105512|sip  |3|00|UA Client Non-INVITE SERVICE trans state 'callingTrying'->'completed' by 200 resp 10 timeout(0x40ec3c08)
1102105512|sip  |2|00|[CTrans::ResponseProcess] SERVICE NonInv reTrans ALREADY stopped in 'completed' state at retryCount 0 code 200, timeout=10 (0x40ec3c08)
1102105512|sip  |3|00|CStateServiceClient::OnEvResponse 200
1102105512|sip  |3|00|CTcpSocket::OnRecvData
1102105512|sip  |3|00|CTcpSocket::OnRecvData
1102105512|sip  |3|00|CTcpSocket::OnRecvData
1102105512|sip  |3|00|CTcpSocket::OnRecvData
1102105512|sip  |3|00|CTcpSocket::OnRecvData
1102105512|sip  |2|00|CCallBase::IsChallenged 'NOTIFY' Dialog Tag '505E9AA0-C9C39FFF' pRequest Tag '505E9AA0-C9C39FFF' state 'Confirmed'
1102105512|sip  |2|00|new UA Server Non-INVITE trans state 'callingTrying', timeout=0 (0x40ecc488)
1102105512|sip  |3|00|CCallNoCall::calculateNewExpire new expires = 34368
1102105512|sip  |3|00|UA Server Non-INVITE NOTIFY trans state 'callingTrying'->'completed' by 200 resp 65 timeout(0x40ecc488)
1102105512|sip  |2|00|CTrans::InitRetrans for UA Server Non-INVITE NOTIFY state 'completed' Server 2 of 2 (0x40ecc488)
1102105512|sip  |2|00|Self  Instance ID Container Version expireType        xsi:state availability
1102105512|sip  |2|00|Self   2400530991         2       6   EndPoint          Machine         5000
1102105512|sip  |2|00|Self            1         2       9       User        Aggregate         3500
1102105512|sip  |2|00|Self    268435456         2       6       User AggregateMachine         3500
1102105512|sip  |2|00|Self    843670706         2       1   EndPoint          Machine         3500
1102105512|sip  |2|00|Self    536870912         2       1     Static             User         3500
1102105512|sip  |2|00|Self   2400530991         3       6   EndPoint          Machine         5000
1102105512|sip  |2|00|Self            1         3       9       User        Aggregate         3500
1102105512|sip  |2|00|Self    843670706         3       1   EndPoint          Machine         3500
1102105512|sip  |2|00|Self    536870912         3       1     Static             User         3500
1102105512|sip  |2|00|Self            1       100       9       User        Aggregate         3500
1102105512|sip  |2|00|Self            1       200       9       User        Aggregate         3500
1102105512|sip  |2|00|Self            1       300       9       User        Aggregate         3500
1102105512|sip  |2|00|Self            1       400       9       User        Aggregate         3500
1102105512|sip  |2|00|Self presence calculated on Aggregate 3500 User 3500 -> 'Online'
1102105512|sip  |2|00|SipOnEvContactPresenceUpdate user 'User.Name@company.de' '' status 'Online' customMsg  ActToken [] ContactCardUpdate[0] EmailId[] MostActiveDevice[0]
1102105512|app1 |2|00|AppPhoneC::OnEvContactPresenceUpdate - szNumber: User.Name@company.de, szDisplayName: , status: 0, ActivityToken: , CustomMessage: , HomNumb: ,  MobNumb: ,  WorkNumb  : , OtherTel:  voiceMail: bcontactcardupdate = 0 bOOOUpdate:0 bOOOStatus:0 isMostActive=0
1102105512|app1 |2|00|BuddyItemC::IsForceRefershRequired - PrevToken , PrevCusMeg  ForceRefresh 0
1102105512|app1 |3|00|OnEvContactPresenceUpdate buddy User.Name@company.de not found
1102105512|app1 |2|00|updatePresenceStatus number: User.Name@company.de, displayname: , status: 0, bOOOUpdate: 0, bOOOStatus: 0
1102105512|app1 |2|00|AppExchangeUiC::setMostActivedevice  isMostActiveDevice 0
1102105512|app1 |2|00|[AppHybridC] handleNonCallService - Event: 0x3d
1102105512|app1 |3|00|MsgSoUpdateBannerWithDnd received, increasing the watchdogTimeOut 30000msec
1102105512|sip  |3|00|Calling Blocked contact list from Notified
1102105512|sip  |3|00|updateBlockedUserList : uiListSize is NULL, All Blocked Contacts removed
1102105512|sip  |3|00|SipOnEvBlockedContactUpdate
1102105512|app1 |2|00|AppPhoneC::OnEvBlockedContactsUpdate
1102105512|app1 |2|00|AppPhoneC::OnEvBlockedContactsUpdate - count is same, Hence No need to do anything
1102105819|sip  |3|00|NoCall::TimeOut500ms 'Registered' overlap was 120
1102105819|sip  |3|00|NewRegisterState: 'Register' 'Registered' -> 'Renewing' Expires 60 Overlap 60 for (0x13c332c)
1102105819|sip  |2|00|new UA Client Non-INVITE trans state 'callingTrying', timeout=0 (0x40ec3c08)
1102105819|sip  |3|00|RegClient:RegClient expire 60 overlap 60
1102105819|sip  |2|00|CreateFailOverProxyList : Exit 'TLS' lookup with 1 IP Addresses
1102105819|sip  |2|00|CreateFailOverProxyList : IP 1 is '62.67.238.60' on tls port 443
1102105819|sip  |2|00|adjustRetransWhenTimerCreated UA Client Non-INVITE REGISTER state 'callingTrying' timeout=65 (0x40ec3c08)
1102105819|sip  |3|00|NoCall::TimeOut500ms 'Renewing' m_nExpire 60 m_nOverlap 60
1102105819|sip  |3|00|CTcpSocket::OnRecvData
1102105819|sip  |3|00|CTcpSocket::OnRecvData
1102105819|sip  |3|00|UA Client Non-INVITE REGISTER trans state 'callingTrying'->'completed' by 200 resp 10 timeout(0x40ec3c08)
1102105819|sip  |2|00|[CTrans::ResponseProcess] REGISTER NonInv reTrans ALREADY stopped in 'completed' state at retryCount 0 code 200, timeout=10 (0x40ec3c08)
1102105819|sip  |3|00|CStateRegisterClient::OnEvResponse NO Service Route(s).
1102105819|sip  |3|00|NewRegisterState: 'Register' 'Renewing' -> 'Registered' Expires 60 Overlap 60 for (0x13c332c)
1102105819|sip  |3|00|CUser::OnRegistered Entry for call 0x13c332c with expires 1200 ticks Transport 'TLS' inval Method 2 RROFO 0
1102105819|sip  |2|00|CheckAllMicrosoftSubscriptions:Mask(13)
1102105819|sip  |3|00|CUser::HasNoCallCallInState for User User.Name,Index 0, total calls 7 state 'LocalProfileProvision' rc 0 of type Not Applicable
1102105819|sip  |2|00|CStkDialog::CStkDialog SetAddressLocal Config 'User Name' <User.Name@company.de:0>
1102105819|sip  |2|00|CStkDialog::CStkDialog AddressLocal set to Config
1102105819|sip  |3|00|CStkDialog::SetAddressLocal localTag set to ''
1102105819|sip  |3|00|CStkDialog::SetAddressLocal new address added of 1
1102105819|sip  |2|00|CStkDialog::CStkDialog TAG '7512DF3C-CFC721FB' generated
1102105819|sip  |2|00|CStkDialog::CStkDialog local addr 'User Name' <User.Name@company.de:0> Tag '7512DF3C-CFC721FB'
1102105819|sip  |2|00|CStkDialog::CStkDialog exit 0x13dd46c local list size 1
1102105819|sip  |2|00|CStkDialogList::CreateDialogObject localTarg usr 'User.Name'
1102105819|sip  |2|00|CLocalIPManager::GetLocalIP Local IP indentified is 192.168.1.182 for Remote address company.de
1102105819|sip  |3|00|CCallNoCall::NewCallState 'Unknown'->'LocalProfileProvision' (0x13c2e08)
1102105819|sip  |3|00|SipOnEvRegistrarUpdate User 0, index 0, state 2, expire 600, working 1 bIsOcs 1
1102105819|pps  |2|00|[PpsHybridC]: OnEvRegistrarUpdate User(0) Server(0) State(2) Expire(600) Working(1) isOcs(1)
1102105819|so   |2|00|SoNcasC::procMsg: Reg. Info - Usr() T(600) Tp(-1) Ix(0) Dt() US(0) UIx(0)
1102105819|btoe |2|00|PpsBtoeC::handleBtoeStartStopPairing(): m_bEnabled [1], m_ePairingMode:[1] (1-Auto, 2-Manual, 3-IPPairing), bPCPortUP [1]
1102105819|btoe |2|00|Start Pairing (Auto Mode)
1102105819|btoe |2|00|startPairing(1912)
1102105819|btoe |4|00|PC port status is Down. Can not start BToE manager
1102105819|app1 |2|00|[BTOE::handleLocalEvents] handleLocalEvents : MsgType - 08D5
1102105819|app1 |2|00|[BTOE::handlePpsBtoeMsg] nBtoeMgrState [9]
1102105819|app1 |2|00|PC port is Down.Cannot start BToE
1102105819|app1 |2|00|AppRegLineC::OnEvRegistrarUpdate - nServer [0] state [2], nExpire [600]
1102105819|app1 |2|00|AppRegLineC::OnEvRegistrarUpdate [usrIx:0], [nServer:0], [state:2], [Expire:600].
1102105819|sip  |3|00|CUser::HasNoCallCallInState for User User.Name,Index 0, total calls 8 state 'ServiceSoap' rc 1 of type CCallNoCall
1102105819|sip  |3|00|SipOnEvProxyIPList 0,Total proxy 1
1102105819|pps  |2|00|[PpsHybridC]: OnEvServerIPList Usr[0] Sz[1]
1102105819|so   |2|00|SoNcasC::procMsg: Name. Info - Usr(0) Ix(0) Dt(62.67.238.60)
1102105819|app1 |2|00|[AppHybridC] handleServerInfo - Event: 0x2d
1102105819|app1 |2|00|[AppHybridC] MsgAppNcasRegName [Server IP List] for Line[0],         order[0] IP[62.67.238.60]
1102105819|sip  |3|00|SipOnEvWorkingProxy userIx 0
1102105819|pps  |2|00|[PpsHybridC]: OnEvWorkingProxy Usr[0]
1102105819|so   |2|00|[SoNcasC]:pps2NcasWorkingProxy is 62.67.238.60
1102105819|so   |2|00|SoNcasC::procMsg: Name. Info - Usr(0) workingProxy(62.67.238.60)
1102105819|app1 |2|00|[AppHybridC] handleServerInfo - Event: 0x49
1102105819|app1 |2|00|[AppHybridC] MsgAppNCasWorkingProxyName [Server Name:62.67.238.60] for Line[0]
1102105819|sip  |2|00|CStateRegisterClient::OnEvResponse m_nExpire 1080 m_nOverlap 120
1102105819|sip  |2|00|new UA Client Non-INVITE trans state 'callingTrying', timeout=0 (0x40ecb068)
1102105819|sip  |2|00|CreateFailOverProxyList : Exit 'TLS' lookup with 1 IP Addresses
1102105819|sip  |2|00|CreateFailOverProxyList : IP 1 is '62.67.238.60' on tls port 443
1102105819|sip  |3|00|CTcpSocket::OnRecvData
1102105819|sip  |3|00|UA Client Non-INVITE SERVICE trans state 'callingTrying'->'completed' by 200 resp 10 timeout(0x40ecb068)
1102105819|sip  |2|00|[CTrans::ResponseProcess] SERVICE NonInv reTrans ALREADY stopped in 'completed' state at retryCount 0 code 200, timeout=10 (0x40ecb068)
1102105819|sip  |3|00|CStateServiceClient::OnEvResponse 200
1102105819|sip  |2|00|CheckAllMicrosoftSubscriptions:Mask(9)
1102105819|sip  |3|00|CUser::HasNoCallCallInState for User User.Name,Index 0, total calls 8 state 'SubscribeRoamingSelf' rc 1 of type CCallNoCall
1102105819|sip  |3|00|SipSetOption nIndex 88, nParam 1118106896
1102105819|pps  |1|00|pAppPpsCallBack->AppOnEvDialPlan '^0(\d{5}\d+)$@+49$1|^00(\d*)$@+$1|^(\+\d\d)0(\d{5}\d+)$@$1$2|^(112)$@$1|^(110)$@$1|'
1102105819|sip  |3|00|CCallNoCall::NewCallState 'LocalProfileProvision'->'Idle' (0x13c2e08)
1102105819|app1 |2|00|[AppExchangeUiC::setLocationProfile] Got '^0(\d{5}\d+)$@+49$1|^00(\d*)$@+$1|^(\+\d\d)0(\d{5}\d+)$@$1$2|^(112)$@$1|^(110)$@$1|' dial plan from stack
1102105820|sip  |2|00|Timeout500 to 'sip:User.Name@company.de' state 'SubscribeRoamingSelf' type 'CCallNoCall' (0x13c4ce0) expire 3600 Scheduling
1102105820|sip  |3|00|NewRegisterState: 'SubscribeRoamingSelf' 'Registered' -> 'Registering' Expires 3600 Overlap 60 for (0x13c4ce0)
1102105820|sip  |2|00|new UA Client Non-INVITE trans state 'callingTrying', timeout=0 (0x40ecd9a8)
1102105820|sip  |2|00|CreateFailOverProxyList : Exit 'TLS' lookup with 1 IP Addresses
1102105820|sip  |2|00|CreateFailOverProxyList : IP 1 is '62.67.238.60' on tls port 443
1102105820|sip  |2|00|TlsListenThread: TCP buffer is full....retrying
1102105820|sip  |3|00|CTcpSocket::OnRecvData
1102105820|sip  |3|00|CTcpSocket::OnRecvData
1102105820|sip  |3|00|CTcpSocket::OnRecvData
1102105820|sip  |3|00|CTcpSocket::OnRecvData
1102105820|sip  |3|00|CTcpSocket::OnRecvData
1102105820|sip  |3|00|CTcpSocket::OnRecvData

 

Message 1 of 9
8 REPLIES 8
Highlighted
Polycom Employee & Community Manager

Re: VVX phone is losing login several times a day

Hello Lothar,

welcome back to the Polycom Community.

The message:

 

TlsListenThread: TCP buffer is full....retrying

isn't the issue as I can find this in my own logs.

 

I will reach out to you directly and we 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 2 of 9
Highlighted
Advisor

Re: VVX phone is losing login several times a day

Hi Lothar,

 

Did you ever figure out what the issue was? we are experiencing the same symptoms.

 

Thanks

Message 3 of 9
Highlighted
Polycom Employee & Community Manager

Re: VVX phone is losing login several times a day

Hello @PN,

 

welcome back to the Polycom Community.

Both the community's Must Read First and the community's FAQ reference the basic minimum information a new or follow up post should contain.

This ensures the questions having to be asked are limited and any new or follow up post contains the right amount of details to ensure any voluntary participant within the community does not spend additional time chasing basic information.

As a reminder the basic information asked for:

 

  • Provide the exact Software Version of your Phone
  • Provide the Phone Model
  • Provide the Call Platform (aka openSIP,Skype for Business Online, Skype for Business on Premise, Lync)
  • Additional Polycom Infrastructure (RPRM,PDMS or BToE)
  • If applicable provide a backup of the phone in question

UC Software 4.0.0 or later via the Web Interface Utilities > Phone Backup & Restore > Phone Backup > Phone Backup

  • If possible provide a Log and either attach them or use the Code Tag.Consult the Troubleshooting Section found within the FAQ if applicable
  • If possible provide the MAC Address or Serial of the device
  • Provide details if the issue is a day 1 issue or only happened after an upgrade or any other relevant details

 

Whilst providing some of these details may not directly impact any possible answer the community can provide, it does enable Polycom to have an overview of the current software used. In addition other details allow us to check logs or look up a potential support partners if an issue needs to come into support. It also enables us to verify the entitlement for using features.

 

Please ensure you always check the FAQ's and/or utilize the community search before posting any new topics or follow up post’s.

As you have not provided any of the above its hard to tell if your issue is the same.

 

The quickest way to get support is via your Polycom reseller.


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 9
Highlighted
Advisor

Re: VVX phone is losing login several times a day

Hi Steffen,

 

Thanks for your reply.

 

We are using PolycomRealPresenceTrio-Trio_8800-UA/5.5.2.11217 (one hosted by MS) with Skype for Business, we tried different versions including latest 5.7.2.3205 and same problem occurs.

 

This setup was working for months but suddenly we started having issues, on all our polycom trios.

 

We are able to sign in to skype for business on the device and connect to a bluejeans meeting, we then get disconnected from the bluejeans meeting roughly 50sec after call is established however the call stays alive on the phone.

 

Please see logs attached, I've replaced our domain with user@ukdomain.com and public IP with xx.xx.xx.xx

 

Any help would be very much appreciated.

 

 

Message 5 of 9
Highlighted
Polycom Employee & Community Manager

Re: VVX phone is losing login several times a day

Hello @PN,

 

welcome back to the Polycom Community.

 

First of all this is not the same issue as the original poster. He posted that the Trio signs out of Skype for Business but up to this day this was never followed up.


For your different issue is this a Dual aka Hybrid Registration ?

 

Since UC Software 5.5.2 we support to register via a 2nd Line to BlueJeans but I am unsure if you are dialing this via Skype for Business.

 

Anyway you software is no longer supported as the latest current Version is UC Software 5.7.2 Rev AB.

 

I can see the Trio sending a BYE after around 60 seconds for which we receive a 481 Call/Transaction Does Not Exist.

 

Have you worked yet with BlueJeans on this?

 

The Unit 0004F2FDB770 was sold via ScanSource Video Communications Ltd. back in 25/03/2016 so it is out of warranty and PPI would be the next option when opening a ticket with your reseller.

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.

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

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 9
Highlighted
Advisor

Re: VVX phone is losing login several times a day

Hi Steffen,

 

First of all apologies I thought it was identical issue, thanks again for quick reply.

 

We currently only have skype registration and have meet@lync.bluejeans.com as a local contact.

 

Pardon my ignorance but is it possible to register with bluejeans without registering a skype for business or other sip provider line? i.e can we join bluejeans calls on a trio device just by importing the single line script here https://community.polycom.com/t5/VoIP-SIP-Phones/FAQ-Add-BlueJeans-interoperability-to-the-Polycom-T...

?

We would ideally have both, use skype for phone calls and the 2n line for bj meetings.

I will test out but in the meantime if you could answer the above it would be greate.

 

Message 7 of 9
Highlighted
Polycom Employee & Community Manager

Re: VVX phone is losing login several times a day

Hello @PN,

 

the linked FAQ post contains all the details.


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 8 of 9
Highlighted
Advisor

Re: VVX phone is losing login several times a day

Thanks Steffen,

 

Im now using Hybrid configuration with Bluejeans and it works much better.

 

PN

Message 9 of 9