Ploycom Trio 8800 w/ Visual+
Trios - 18.104.22.16835
Updater Signature - Release
This is a test phone, and since upgrading the firmware, I can log into the Trio, but it will no longer connect to the exchange. I receive the following message on the Trio itself:
"Warning: Failed to connect to Exchange server. Re-enter credentials to access Exchange services."
Re-entering will say successful, but then the message appears again about 30 seconds later.
We have just finished with enabling the tenant-wide OAuth2.0, so that is in place. My other test phone on version 22.214.171.12421 still works perfectly fine.
I found this in the forum- https://knowledgebase-iframe.polycom.com/kb/viewdocument.do?noCount=true&externalId=39434&sliceId=1&..., however, it will say "Failed to fetch user certificate" when trying to log in that way.
Sort of at a loss why this phone won't connect to the exchange since the upgrade of firmware. I attached the logs leading up to the phone giving me the error message.
The UC version you are running is not compatible, Try running UC version 126.96.36.19906 for the Trio 8800
I actually just upgraded to 188.8.131.5253 to see if that would fix anything, but it did not. So wait, will this ever be compatible with later versions of software? I thought anything from 5.9.1.XX needs the OAuth2.0 enabled, which it is now.
You can confirm this will only work with 184.108.40.20606 and earlier?
I downgraded to 220.127.116.1106, but it still will not connect to the exchange, giving me the same error message.
Hello @Kevin_A ,
Welcome back to the Poly Community.
You have two options:
In order to raise a support ticket, you need to work with your Poly reseller as they may need to do this for you.
End Customers are usually unable to open a ticket directly with Poly support.
Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.
Normally, I wouldn't mind using the older version and just keeping it at that. But whenever I ask for assistance, I usually get told to upgrade to the latest firmware before I am helped. That's the only reason I have decided to upgrade.
I'm still working with my exchange engineer, as my polycom vendor told me it's a Microsoft issue and it's nothing they can assit with. I'm seeing if there is anything we are missing on our end. If we can't find it, I will have them open a support ticket.
from the Trio support page:
UC Software 18.104.22.16819 aka Rev AA added the above.
Yes, thank you. My team already completed the steps in that documentation and made sure OAuth2.0 was enabled tenant-wide.
Still not sure why it's failing authentication with the latest version.
One additional question.
Based on the advisory, does my Trio have to be upgraded to the latest firmware, or could I remain on the older one without this new application ID being an issue?
So my team says they did the tenant-wide policy and now support the new Poly application ID. Since I still can't connect to the exchange on firmware 5.9.1XX and above, can I remain on my older firmware AFTER January 15th and still be good until we can figure this out?
the above-quoted announcement and the linked document should be quite clear.
The date is January 15th, 2020 so the sooner you get this into support the better. After this date older devices with older firmware will no longer work.