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Custom Background Suddenly Not Working - Trio 8800/Visual Pro

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Custom Background Suddenly Not Working - Trio 8800/Visual Pro

Equipment

Ploycom Trio 8800 w/ VisualPro

 

Software Versions

Trios - 5.9.0.11421

Updater Signature - Release

VisualPro - 6.2.2-580140

 

All of a sudden, after a few weeks of working, my custom background image disappeared from my Trio 8800 and Visual Pro. I have a second room setup with a Trio 8800 and Visual+, and they are identical in every way, yet the Visual+ custom background works, and my Visual Pro background setup is not working.

 

When I check the log, I see this now, and please keep in mind, I did not make any adjustments that would have made this stop working, other than futzing around with the Video/Audio input in the web interface of the Visual Pro:

 

1009075910|nisvc|2|00|Request(-1)nisvc,(889)NIResolveReqMsgKey,(-1)proxy,(1001)AuthRsp,(Expiry,TransactionId,Time,Type):(30000,25,1570622350,0)IndicationLevel:(200)
1009075910|nisvc|2|00|PacA:PacContent:Src,Status,Contentlen,Expiry = WPADKey(,0x4),400,0,(0:0:0:0:0:0:0:0:0)ProxyData:UserName Valid,Password Valid,nAddrs:0, Type/Address:
1009075910|nisvc|2|00|Invoker's nCommands,CurrentKey:2,(103)ProxyResolve
1009075910|nisvc|2|00|PacF:PacContent:Src,Status,Contentlen,Expiry = WPADKey(,0x4),400,0,(0:0:0:0:0:0:0:0:0)ProxyData:UserName Invalid,Password Invalid,nAddrs:0, Type/Address:
1009075910|nisvc|2|00|ProxyResolve-PD:ProxyData:UserName Valid,Password Valid,nAddrs:1, Type/Address:(0/),
1009075910|nisvc|2|00|Invoker's nCommands,CurrentKey:2,(106)Responder
1009075910|nisvc|2|00|Response(-1)nisvc,(-1),(-1)proxy,(1001)AuthRsp,(Expiry,TransactionId,Time,Type):(-1,25,1570622350,1)IndicationCode:(200) Success
1009075910|copy |4|00|SSL_connect error Peer certificate cannot be authenticated with known CA certificates.
1009075910|res |4|00|[ResFinderC]: Download - Failed to download file https://www.lancastergeneralhealth.org/-/media/images/lancaster%20general/images/general/pm_lgh_cmyk_polycomposter.jpg, errno 0x2.
1009075910|app1 |4|00|Background retrieve failed: (https://www.lancastergeneralhealth.org/-/media/images/lancaster%20general/images/general/pm_lgh_cmyk_polycomposter.jpg): File find error.
1009075910|so |1|00|[SoStreamC]: Ice disabled for stream:0x4b542e0
1009075911|so |1|00|soStream: RTCP receiver report received from SSRC 0xdb9e1301:
1009075911|so |1|00|soStream: SDES SSRC 0xdb9e1301 cname = Polycom - Trio VisPro
1009075911|so |1|00|soStream: RTCP sender report received from SSRC 0xee7b4f01:
1009075911|so |1|00|soStream: SDES SSRC 0xee7b4f01 cname = Polycom - Trio VisPro
Message 1 of 12
11 REPLIES 11
Frequent Advisor

Re: Custom Background Suddenly Not Working - Trio 8800/Visual Pro

Message 2 of 12
Advisor

Re: Custom Background Suddenly Not Working - Trio 8800/Visual Pro

Thank you. I saw that link before submitting this post. I have never gotten the certs to work correctly on the phone.

 

The only CA I have in the trio is our company's root, and I don't even know how it go there. I never installed it myself. I asked the Exchange engineer who helped set up the accounts, and he said he doesn't know either, and that maybe the phone grabbed it automatically while setting up the phone on our network.

 

I had our security engineer create the certs in the correct format, but they never download to the phone. I always get an error message, which I believe I posted in here about.

 

What's more, my other trio is set up exactly the same, and the background image works on that. So I am really at a loss on what's going on.

 

I did ask the security engineer about the digicert, and he said our root contains all that information already.

Message 3 of 12
Polycom Employee & Community Manager

Re: Custom Background Suddenly Not Working - Trio 8800/Visual Pro

Hello @Kevin_A  and @mshu ,

 

Welcome back to the Poly Community.

 

Lowering the CURL logging level as shown in the KNOVA post would show if you hit a Certificate issue.

 

Based on your original statement this only happens on the VisualPro and not Visual+

 

Do you use RPRM ?

 

The other certificate you talk about, you have not attached a backup to verify this

, is most likely the Skype for Business cert which comes automatically via LDAP.

 

This is based on an assumption as we do not have the details.

 

If you are interested to troubleshoot this please escalate.


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.

If this is some sort of an Internet discounter providing your MAC address or your Poly devices serial will enable us to look up who would be able to support you. This may not be who you purchased the Poly device from.

If the unit is no longer within the 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




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and maybe answered on weekends, bank holidays or personal holidays.
Message 4 of 12
Advisor

Re: Custom Background Suddenly Not Working - Trio 8800/Visual Pro

Hi, Steffen.

 

I do not us RPDM, as we are only piloting these two phones right now. And that is correct, this only is affecting the Trio 8800 on the Trio Pro.  The Trio+ works just fine. Whether it matters or not,  below is the log with the updated CURL settings, and I was not able to attach a backup on this forum.

 

1009105428|curl |3|00|Connected to www.lancastergeneralhealth.org (170.212.0.134) port 443 (#0)
1009105428|curl |3|00|successfully set certificate verify locations:
1009105428|curl |3|00| CAfile: /data/polycom/ffs0/ca1.crt
CApath: none
1009105428|curl |3|00|SSLv3, TLS Unknown, Unknown (22):
1009105428|curl |3|00|SSLv3, TLS handshake, Client hello (1):
1009105428|curl |3|00|SSLv2, Unknown (22):
1009105428|curl |3|00|SSLv3, TLS handshake, Server hello (2):
1009105428|curl |3|00|SSLv3, TLS handshake, CERT (11):
1009105428|curl |3|00|SSLv2, Unknown (21):
1009105428|curl |3|00|SSLv3, TLS alert, Server hello (2):
1009105428|curl |3|00|SSL certificate problem, verify that the CA cert is OK. Details:
error:14090086:SSL routines:ssl3_get_server_certificate:certificate verify failed
1009105428|curl |3|00|Closing connection #0
1009105428|curl |3|00|Peer certificate cannot be authenticated with known CA certificates
1009105428|copy |4|00|SSL_connect error Peer certificate cannot be authenticated with known CA certificates.
1009105428|res |4|00|[ResFinderC]: Download - Failed to download file https://www.lancastergeneralhealth.org/-/media/images/lancaster%20general/images/general/pm_lgh_cmyk_polycomposter.jpg, errno 0x2.
1009105428|app1 |4|00|Background retrieve failed: (https://www.lancastergeneralhealth.org/-/media/images/lancaster%20general/images/general/pm_lgh_cmyk_polycomposter.jpg): File find error.
Message 5 of 12
Advisor

Re: Custom Background Suddenly Not Working - Trio 8800/Visual Pro

I also found these settings in the Visual Pro profile. Anything to note?

 

v:system.pki.certificates.certvalidationclientapps:"False"
v:system.pki.certificates.certvalidationweb:"False"
v:system.pki.certificates.sslverificationdepth:"2"
v:system.pki.revocation.ocspenabled:"False"
v:system.pki.revocation.ocspoverride:"False"
v:system.pki.revocation.ocspresponder:""
v:system.pki.scep.autorenewalthresholdtype:"Days"
v:system.pki.scep.caprofile:""
v:system.pki.scep.certificateexpirytime:"0"
v:system.pki.scep.certificateinstalltime:"0"
v:system.pki.scep.certificatethresholddays:"7"
v:system.pki.scep.csr.country:"United States"
v:system.pki.scep.enabled:"False"
v:system.pki.scep.enrollretryinterval:"5"
v:system.pki.scep.renewalretryinterval:"2"
v:system.pki.scep.scepchallengepwchanged:"False"
v:system.pki.scep.serverurl:""
Message 6 of 12
Polycom Employee & Community Manager

Re: Custom Background Suddenly Not Working - Trio 8800/Visual Pro

Hello @Kevin_A ,

 

This would need to come into support. It works on one device and not the other. The solution may be a certificate added but you should not have to do this.

 

Once your reseller opened the SR with Poly please post this or provide me with the MAC of the device so I can tell you who to contact.

 

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and maybe answered on weekends, bank holidays or personal holidays.
Message 7 of 12
Advisor

Re: Custom Background Suddenly Not Working - Trio 8800/Visual Pro

Good morning, Steffen.

 

I spoke with the reseller, and they forwarded it to Polycom. Here is the SR number:

 

PLCM SR 1-14195033751

 

Thank you.

 

Kevin

Message 8 of 12
Advisor

Re: Custom Background Suddenly Not Working - Trio 8800/Visual Pro

Steffen, I see you are the one handling my case with my vendor. I just forwarded my vendor some additional information: I just spoke with one of our security engineers after he had looked at the error messages in the logs. Based on the log files, it showed SSL V2 & V3 being used, but on our end, those have been deprecated. We are only using TLS V1.2. With that being said, how would I go about enabling only TLS 1.2 on the Trio 8800s. Thanks.
Message 9 of 12
Polycom Employee & Community Manager

Re: Custom Background Suddenly Not Working - Trio 8800/Visual Pro

Hello @Kevin_A ,

 

Yep, that was me in my day job.

 

From our FAQ:

 

Sep 6, 2017 Question:Can you change the minimum required TLS Version on a Poly Phone?

Resolution: Please check => 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




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and maybe answered on weekends, bank holidays or personal holidays.
Message 10 of 12