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Polycom 8800 - unable to sign in to O365

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Occasional Visitor

Polycom 8800 - unable to sign in to O365

Hi,

 

I have been asked to troubleshoot a Polycom unit my organisation purchased in the past and never managed to get up and running. The issue is that the unit will not log in to the Office 365 account via the device or web interface.

 

I'm also failry new to this technology so I am not too aware of where to look for faults at the moment. Hopefully you guys can help :)

 

I have downloaded the log files and attached the relevant section during the login attempt. See below;

03-28 10:17:31.380 W/khrn_client(  994): init_window num_buffers 3 min undequeued buffers 1
03-28 10:17:31.380 W/khrn_client(  994): init_window window 0x5c04fb68, 720x1280 hintTransform 0x0 do_pre 1
03-28 10:17:31.450 E/PLCM    (  396): 0328111731|so   |4|00|[soRegistrationC] Login Credentials valid causing SoRegEventLine Changed
03-28 10:17:31.620 W/khrn_client(  994): init_window num_buffers 3 min undequeued buffers 1
03-28 10:17:31.620 W/khrn_client(  994): init_window window 0x5b46f1d0, 720x1280 hintTransform 0x0 do_pre 1
03-28 10:17:31.640 E/egl_client(  994): mangled_eglSwapBuffers called with unbound surface 27
03-28 10:17:31.640 W/Qt      (  994): (null):0 ((null)): QEGLPlatformContext::swapBuffers(): eglError: 12301, this: 0x5b32cc98 
03-28 10:17:31.640 W/Qt      (  994): 
03-28 10:17:34.300 V/audio_hw_fifo(  123): out_standby
03-28 10:17:36.160 F/PLCM    (  396): 0328111736|app1 |*|00|SoRegistrationEventLineChanged - success lineIndex 0 RegListSize 0
03-28 10:17:36.170 F/PLCM    (  396): 0328111736|app1 |*|00|SoRegistrationEventLast - new AppRegLineC, szUser = chris.scott@changing-lives.org.uk
03-28 10:17:36.170 F/PLCM    (  396): 0328111736|cfg  |5|00|Prm|Parameter attendant.reg requested type 2 (SInt) but is of type 0 (UInt)
03-28 10:17:36.170 E/PLCM    (  396): 0328111736|usbpp|4|00|[PpsUsbC]: OnEvReg Accepted
03-28 10:17:36.210 F/PLCM    (  396): 0328111736|sip  |*|00|Sip Register Usr:chris.scott@changing-lives.org.uk Dsp:chris.scott Auth:'Using Login Cred' Inx:0
03-28 10:17:36.210 V/PolySettingsService(  756): 0:Got message len 12
03-28 10:17:36.220 E/PLCM    (  396): 0328111736|utilm|4|00|uBLFUnCompressed: File /data/polycom/ffs0/Config/Local/WebTicket/0/fedContactUrl.dom doesn't exist or is empty
03-28 10:17:36.220 V/PolySettingsService(  756): 0:Adding action "BLUETOOTHDEV_STATE_GET"
03-28 10:17:36.240 W/ContextImpl(  756): Calling a method in the system process without a qualified user: android.app.ContextImpl.startService:1501 android.content.ContextWrapper.startService:494 com.polycom.polysettings.PolySettingsService.processMsg:2327 com.polycom.polysettings.PolySettingsMsgQ$PolySettingsMsgQThread.run:514 <bottom of call stack> 
03-28 10:17:36.250 V/PolySettingsService(  756): 0:Processed bluetooth message BLUETOOTHDEV_STATE_GET
03-28 10:17:40.140 E/PLCM    (  396): 0328111740|cfg  |4|00|Prov|CfgDhcpInformControl::ExtractOptions: DHCP ACK message failed initial validation. Skipping parsing of DHCP options.
03-28 10:17:41.160 E/PLCM    (  396): 0328111741|copy |4|00|Configuration of URL failed
03-28 10:17:41.160 E/PLCM    (  396): 0328111741|cfg  |4|00|Prov|Could not download file 0004f2fd0a66-phone.cfg
03-28 10:17:41.160 E/PLCM    (  396): 0328111741|cfg  |4|00|Prov|Uploading phoneLocal.cfg failed
03-28 10:17:41.160 E/PLCM    (  396): 0328111741|cfg  |4|00|Prov|Update configuration failed
03-28 10:17:43.690 E/PLCM    (  396): 0328111743|cfg  |4|00|Prov|CfgDhcpInformControl::ExtractOptions: DHCP ACK message failed initial validation. Skipping parsing of DHCP options.
03-28 10:17:50.810 E/PLCM    (  396): 0328111750|sip  |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'changing-lives.org.uk' found no records
03-28 10:17:50.830 E/PLCM    (  396): 0328111750|sip  |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'changing-lives.org.uk' found no records
03-28 10:17:50.850 E/PLCM    (  396): 0328111750|sip  |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'changing-lives.org.uk' found no records
03-28 10:17:50.870 E/PLCM    (  396): 0328111750|sip  |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'changing-lives.org.uk' found no records
03-28 10:17:50.890 E/PLCM    (  396): 0328111750|sip  |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'sipinternal.changing-lives.org.uk' found no records
03-28 10:17:50.890 E/PLCM    (  396): 0328111750|sip  |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'sipinternal.changing-lives.org.uk' found no records
03-28 10:17:50.900 E/PLCM    (  396): 0328111750|sip  |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'sip.changing-lives.org.uk' found no records
03-28 10:17:50.900 E/PLCM    (  396): 0328111750|sip  |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'sip.changing-lives.org.uk' found no records
03-28 10:17:50.920 E/PLCM    (  396): 0328111750|sip  |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'sipexternal.changing-lives.org.uk' found no records
03-28 10:17:50.920 E/PLCM    (  396): 0328111750|sip  |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'sipexternal.changing-lives.org.uk' found no records
03-28 10:17:50.940 E/PLCM    (  396): 0328111750|sip  |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'autodiscover.changing-lives.org.uk' found no records
03-28 10:17:50.940 E/PLCM    (  396): 0328111750|sip  |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'autodiscover.changing-lives.org.uk' found no records
03-28 10:17:50.940 E/PLCM    (  396): 0328111750|sip  |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'autodiscover.changing-lives.org.uk' found no records
03-28 10:17:50.940 E/PLCM    (  396): 0328111750|sip  |4|00|Registration failed User: chris.scott, Error Code:480 Temporarily not available
03-28 10:17:50.960 F/PLCM    (  396): 0328111750|sip  |*|00|Sip Register Usr:chris.scott@changing-lives.org.uk Dsp:chris.scott Auth:'Using Login Cred' Inx:0
03-28 10:17:50.960 E/PLCM    (  396): 0328111750|utilm|4|00|uBLFUnCompressed: File /data/polycom/ffs0/Config/Local/WebTicket/0/fedContactUrl.dom doesn't exist or is empty
03-28 10:17:50.960 E/PLCM    (  396): 0328111750|sip  |4|00|Schedule prioritized register event at 1 of 1
03-28 10:17:51.000 E/PLCM    (  396): 0328111751|pmt  |4|00|No SSH server on Android
03-28 10:17:51.000 F/PLCM    (  396): 0328111751|btoe |5|00|SSH Server is failed to run. Can not start BToE manager
03-28 10:17:51.800 E/PLCM    (  396): 0328111751|cfg  |4|00|Prov|CfgDhcpInformControl::ExtractOptions: DHCP ACK message failed initial validation. Skipping parsing of DHCP options.
03-28 10:17:51.850 E/PLCM    (  396): 0328111751|cfg  |4|00|Prov|CfgDhcpInformControl::ExtractOptions: DHCP ACK message failed initial validation. Skipping parsing of DHCP options.
03-28 10:17:57.250 E/PLCM    (  396): 0328111757|cfg  |4|00|Prov|CfgDhcpInformControl::ExtractOptions: DHCP ACK message failed initial validation. Skipping parsing of DHCP options.
03-28 10:18:01.900 E/PLCM    (  396): 0328111801|cfg  |4|00|Prov|CfgDhcpInformControl::ExtractOptions: DHCP ACK message failed initial validation. Skipping parsing of DHCP options.
03-28 10:18:06.150 E/PLCM    (  396): 0328111806|cfg  |4|00|Prov|CfgDhcpInformControl::ExtractOptions: DHCP ACK message failed initial validation. Skipping parsing of DHCP options.
03-28 10:18:06.800 E/PLCM    (  396): 0328111806|sip  |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'changing-lives.org.uk' found no records
03-28 10:18:06.800 E/PLCM    (  396): 0328111806|sip  |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'changing-lives.org.uk' found no records
03-28 10:18:06.800 E/PLCM    (  396): 0328111806|sip  |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'changing-lives.org.uk' found no records
03-28 10:18:06.800 E/PLCM    (  396): 0328111806|sip  |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'changing-lives.org.uk' found no records
03-28 10:18:06.800 E/PLCM    (  396): 0328111806|sip  |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'sipinternal.changing-lives.org.uk' found no records
03-28 10:18:06.800 E/PLCM    (  396): 0328111806|sip  |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'sipinternal.changing-lives.org.uk' found no records
03-28 10:18:06.800 E/PLCM    (  396): 0328111806|sip  |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'sip.changing-lives.org.uk' found no records
03-28 10:18:06.800 E/PLCM    (  396): 0328111806|sip  |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'sip.changing-lives.org.uk' found no records
03-28 10:18:06.800 E/PLCM    (  396): 0328111806|sip  |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'sipexternal.changing-lives.org.uk' found no records
03-28 10:18:06.800 E/PLCM    (  396): 0328111806|sip  |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'sipexternal.changing-lives.org.uk' found no records
03-28 10:18:06.800 E/PLCM    (  396): 0328111806|sip  |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'autodiscover.changing-lives.org.uk' found no records
03-28 10:18:06.800 E/PLCM    (  396): 0328111806|sip  |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'autodiscover.changing-lives.org.uk' found no records
03-28 10:18:06.800 E/PLCM    (  396): 0328111806|sip  |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'autodiscover.changing-lives.org.uk' found no records
03-28 10:18:06.820 E/PLCM    (  396): 0328111806|pmt  |4|00|No SSH server on Android
03-28 10:18:06.820 F/PLCM    (  396): 0328111806|btoe |5|00|SSH Server is failed to run. Can not start BToE manager
03-28 10:18:15.550 E/PLCM    (  396): 0328111815|cfg  |4|00|Prov|CfgDhcpInformControl::ExtractOptions: DHCP ACK message failed initial validation. Skipping parsing of DHCP options.
03-28 10:18:19.100 E/PLCM    (  396): 0328111819|cfg  |4|00|Prov|CfgDhcpInformControl::ExtractOptions: DHCP ACK message failed initial validation. Skipping parsing of DHCP options.
03-28 10:18:20.800 E/PLCM    (  396): 0328111820|sip  |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'changing-lives.org.uk' found no records
03-28 10:18:20.800 E/PLCM    (  396): 0328111820|sip  |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'changing-lives.org.uk' found no records
03-28 10:18:20.800 E/PLCM    (  396): 0328111820|sip  |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'changing-lives.org.uk' found no records
03-28 10:18:20.800 E/PLCM    (  396): 0328111820|sip  |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'changing-lives.org.uk' found no records
03-28 10:18:20.810 E/PLCM    (  396): 0328111820|sip  |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'sipinternal.changing-lives.org.uk' found no records
03-28 10:18:20.810 E/PLCM    (  396): 0328111820|sip  |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'sipinternal.changing-lives.org.uk' found no records
03-28 10:18:20.810 E/PLCM    (  396): 0328111820|sip  |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'sip.changing-lives.org.uk' found no records
03-28 10:18:20.810 E/PLCM    (  396): 0328111820|sip  |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'sip.changing-lives.org.uk' found no records
03-28 10:18:20.810 E/PLCM    (  396): 0328111820|sip  |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'sipexternal.changing-lives.org.uk' found no records
03-28 10:18:20.810 E/PLCM    (  396): 0328111820|sip  |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'sipexternal.changing-lives.org.uk' found no records
03-28 10:18:20.810 E/PLCM    (  396): 0328111820|sip  |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'autodiscover.changing-lives.org.uk' found no records
03-28 10:18:20.810 E/PLCM    (  396): 0328111820|sip  |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'autodiscover.changing-lives.org.uk' found no records
03-28 10:18:20.810 E/PLCM    (  396): 0328111820|sip  |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'autodiscover.changing-lives.org.uk' found no records
03-28 10:18:20.820 E/PLCM    (  396): 0328111820|pmt  |4|00|No SSH server on Android
03-28 10:18:20.820 F/PLCM    (  396): 0328111820|btoe |5|00|SSH Server is failed to run. Can not start BToE manager
03-28 10:18:39.140 E/PLCM    (  396): 0328111839|cfg  |4|00|Prov|CfgDhcpInformControl::ExtractOptions: DHCP ACK message failed initial validation. Skipping parsing of DHCP options.
03-28 10:18:41.290 E/PLCM    (  396): 0328111841|cfg  |4|00|Prov|CfgDhcpInformControl::ExtractOptions: DHCP ACK message failed initial validation. Skipping parsing of DHCP options.
03-28 10:18:43.340 E/PLCM    (  396): 0328111843|cfg  |4|00|Prov|CfgDhcpInformControl::ExtractOptions: DHCP ACK message failed initial validation. Skipping parsing of DHCP options.
03-28 10:18:46.790 E/PLCM    (  396): 0328111846|sip  |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'changing-lives.org.uk' found no records
03-28 10:18:46.790 E/PLCM    (  396): 0328111846|sip  |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'changing-lives.org.uk' found no records
03-28 10:18:46.790 E/PLCM    (  396): 0328111846|sip  |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'changing-lives.org.uk' found no records
03-28 10:18:46.790 E/PLCM    (  396): 0328111846|sip  |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'changing-lives.org.uk' found no records
03-28 10:18:46.790 E/PLCM    (  396): 0328111846|sip  |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'sipinternal.changing-lives.org.uk' found no records
03-28 10:18:46.790 E/PLCM    (  396): 0328111846|sip  |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'sipinternal.changing-lives.org.uk' found no records
03-28 10:18:46.790 E/PLCM    (  396): 0328111846|sip  |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'sip.changing-lives.org.uk' found no records
03-28 10:18:46.790 E/PLCM    (  396): 0328111846|sip  |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'sip.changing-lives.org.uk' found no records
03-28 10:18:46.790 E/PLCM    (  396): 0328111846|sip  |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'sipexternal.changing-lives.org.uk' found no records
03-28 10:18:46.790 E/PLCM    (  396): 0328111846|sip  |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'sipexternal.changing-lives.org.uk' found no records
03-28 10:18:46.790 E/PLCM    (  396): 0328111846|sip  |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'autodiscover.changing-lives.org.uk' found no records
03-28 10:18:46.790 E/PLCM    (  396): 0328111846|sip  |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'autodiscover.changing-lives.org.uk' found no records
03-28 10:18:46.790 E/PLCM    (  396): 0328111846|sip  |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'autodiscover.changing-lives.org.uk' found no records
03-28 10:18:46.810 E/PLCM    (  396): 0328111846|pmt  |4|00|No SSH server on Android
03-28 10:18:46.810 F/PLCM    (  396): 0328111846|btoe |5|00|SSH Server is failed to run. Can not start BToE manager
03-28 10:19:14.090 D/ConnectivityService(  540): Sampling interval elapsed, updating statistics ..
03-28 10:19:14.100 D/ConnectivityService(  540): Done.
03-28 10:19:14.100 D/ConnectivityService(  540): Setting timer for 720seconds
Message 1 of 2
1 REPLY 1
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Polycom Employee & Community Manager

Re: Polycom 8800 - unable to sign in to O365

Hello @Chris.Scott,

welcome to the Polycom Community.

It is always useful to include the currently used UC Software version as issues experienced or a question asked may already be addressed in a newer release.

This also allows yourself and others to check against current software release notes, Administrator Guides or FAQ post’s.

The above is also stated in the "Must Read First" and is the absolute minimum requirement every new post should include. .

In addition providing us with this basic information gives Polycom an idea what Software Versions are used in the field and avoids wasting time trying to troubleshoot issues which have already been addressed.

Therefore the Polycom VoIP FAQ contains this post here:

Question: How can I find out my SIP or UC Software Version of my Phone?
Resolution: Please check here

 

The provided logs clearly shows many DNS errors so the question would be if there are any other devices within your organisation connecting to O365?

 

I suggest you IT team looks at this.


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

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

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 2