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can't sign in to O365 on trio8800

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Occasional Visitor

can't sign in to O365 on trio8800

Hi, I checked all forum posts with the same problem, but was not able to find a solution to our problem. When I try to sign in to O365, it just keeps on saying signing in...

 

I updated the firmware, and the problem persists.

 

when I look in the log it looks like there is a time problem, but I don't know whats wrong. I tried the DHCP time server, and ntp.pool.org, nothing works. The time on the phone is correct by the way. Here's a piece of the log:

 

0712180817|app1 |4|00|[AppExchangeUiC::populateAutoDiscoverUrl] Internal & External EWS url's are empty
0712180817|so |4|00|[soRegistrationC] Login Credentials empty causing SoRegEventLine Deleted
0712180817|cfg |5|00|Prm|Parameter device.lync.timeZone requested type 7 (Bool) but is of type 1 (UIntNull)
0712180817|cfg |5|00|Prm|Parameter device.lync.timeZone requested type 7 (Bool) but is of type 1 (UIntNull)
0712180822|sip |*|00|Sip UnRegister Usr:talk@xxxxxx.onmicrosoft.com Dsp:talk Auth:'talk@xxxxxx.onmicrosoft.com' Inx:0
0712180822|sip |*|00|SipUserRemove: user 0 being removed.
0712180822|usbpp|4|00|[PpsUsbC]: OnEvReg Accepted
0712180822|app1 |*|00|SoRegistrationEventLineDeleted - new AppRegLineC, Default user
0712180822|usbpp|4|00|[PpsUsbC]: OnEvReg Accepted
0712180822|sip |*|00|Sip Register Usr:Trio8800 Dsp:RealPresence Trio 8800 Auth:'Using Login Cred' Inx:0
0712180822|utilm|4|00|uBLFUnCompressed: File /data/polycom/ffs0/Config/Local/WebTicket/0/fedContactUrl.dom doesn't exist or is empty
0712180822|sip |*|00|Sip Register Usr:Trio8800 Dsp:RealPresence Trio 8800 Auth:'Using Login Cred' Inx:0
0712180822|utilm|4|00|uBLFUnCompressed: File /data/polycom/ffs0/Config/Local/WebTicket/0/fedContactUrl.dom doesn't exist or is empty
0712180826|copy |4|00|Configuration of URL failed
0712180826|cfg |4|00|Web|[cfgSaProcessRequestC] Failed to download language file from provisioning server, request path Website_dictionary_language_nl-nl.xml
0712180826|utilm|4|00|uBLFCompressed: File /data/polycom/ffs0/languages/Website_dictionary_language_nl-nl.xml.zzz does not exist or is empty
0712180826|cfg |4|00|Web|[cfgSaProcessRequestC] Website_dictionary_language_nl-nl.xml Language file doesn't exist in cache
0712180827|sip |*|00|User removed

Message 1 of 5
1 ACCEPTED SOLUTION

Accepted Solutions
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Polycom Employee & Community Manager

Re: can't sign in to O365 on trio8800

Hello VictorHeisterkamp,

UC Software 5.4.3 is the currently latest Version. Please upgrade to this and re-test.

 

If this still fails please go ahead and open a support ticket.


In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you. In case this is some sort of an Internet discounter please post your phone's MAC address so I can look up who would be able to support you.

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

View solution in original post

Message 4 of 5
4 REPLIES 4
Polycom Employee & Community Manager

Re: can't sign in to O365 on trio8800

Hello VictorHeisterkamp,

welcome to the Polycom Community.

Please always ensure you post the currently used software version as months or years down the line anyone finding this post will not know what version you meant.

 

The time is fine as I can see the time and date as 0712180817

 

The simple question is how did you add the credentials ?

 

Please check this example => 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 5
Highlighted
Occasional Visitor

Re: can't sign in to O365 on trio8800

Hi Steffen,

 

I added the credentials exactly as in the picture. I've double checked a few times that there was no error in the spelling or in the password.

 

The software version was recently updated to 5.4.2.5400

Message 3 of 5
Highlighted
Polycom Employee & Community Manager

Re: can't sign in to O365 on trio8800

Hello VictorHeisterkamp,

UC Software 5.4.3 is the currently latest Version. Please upgrade to this and re-test.

 

If this still fails please go ahead and open a support ticket.


In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you. In case this is some sort of an Internet discounter please post your phone's MAC address so I can look up who would be able to support you.

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

View solution in original post

Message 4 of 5
Highlighted
Occasional Visitor

Re: can't sign in to O365 on trio8800

Hi Steffen,

 

Solved it by doing a factory reset. I know, I should have tried that sooner, but I assumed it wasn't necessary since the unit is brand new, and not yet used. Thanks for your efforts though. 

Message 5 of 5