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Polycom RealPresence Trio 8800 Unable to Sign in (Skype for Business)

Visitor

Polycom RealPresence Trio 8800 Unable to Sign in (Skype for Business)

Hi,

I have a polycom realpresense trio 8800 that im trying to sign in to a cloud based system for Skype for Business but its not working.

I have checked the logs which suggests a certificate issue but even after i have imported the global sign root ca certificate amongst others, it still wont sign in. I did disable the local sip protocol within the SIP menu and changed the special interop fromstandard to lync2010 and i get the following message:

 

0820082904|cfg  |5|00|RT|cfgRtUpdateLoginCredentials: executing.
0820082904|cfg  |5|00|RT|cfgRtUpdateLoginCredentials: mode = Host.
0820082904|cfg  |5|00|RT|cfgRtUpdateLoginCredentials: flash LoginCredentials valid
0820082904|so   |4|00|[soRegistrationC] Login Credentials valid causing SoRegEventLine Changed
0820082906|so   |4|00|[SoNcasC]: Unbound PPS Failed SetContext(***********.*******@***)
0820082906|usbpp|4|00|[PpsUsbC]: OnEvReg Accepted
0820082906|kiosk|4|00|[PpsKioskC]: OnEvReg Accepted
0820082906|so   |4|00|[SoNcasC]: Unbound PPS Failed SetContext(***********.*******@***)

I just hangs and no further logs generate. i have also searched for the messages above to see what they point to but ive had no luck.

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

Re: Polycom RealPresence Trio 8800 Unable to Sign in (Skype for Business)

Hello @markb1988 ,

Your post ended up in the Spam Filter so I moved this here.

Both the communities Must Read First and the 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,Teams, Skype for Business Online, Skype for Business on Premise, Lync)
  • Provide details if UC / SIP or ObiEdition
  • Additional Poly 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. Please rename into .TXT or Zip the file to attach.
Since UC Software 5.9.0 simply provide this via the Web Interface Diagnostics > Download Support Information Package

  • 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 for example if the issue is a day 1 issue or only happened after an upgrade or any other relevant details
  • For questions around Support please check here

 

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


There is no need to change anything on the Trio as long as it is in Skype for Business Base Profile as explained >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 2 of 9
Visitor

Re: Polycom RealPresence Trio 8800 Unable to Sign in (Skype for Business)

Hi, the Phone model is: Polycom RealPresense Trio 8800 Skype for Business Online S/N:64167F7597FA We have other Polycom handsets VVX201's but the trio 8800 aren't going to be used for anything else, apart from Skype for Business Online. We don't have an internal Skype for Business server and are trying to use an online system from our email provider. The device use to work, pretty much straight out of the box but for some unknown reason a week after it just stopped signing to Skype. Looking at the logs it suggests a certificate issue but having spoken to the mail provider they said to install a globalsign root CA that should solve the problem but it hasn't. In an attempt to fix it I have disabled local SIP which then doesn't bring up any certificate error but another error instead. The log file attached is when it has been factory reset and has had root ca installed and also the local SIP server disabled.
Visitor

Re: Polycom RealPresence Trio 8800 Unable to Sign in (Skype for Business)

just to add. firmware version is 5.9.0.11421
Message 4 of 9
Polycom Employee & Community Manager

Re: Polycom RealPresence Trio 8800 Unable to Sign in (Skype for Business)

Hello @markb1988 ,

 

Thanks for providing details that this used to work aka is not a day 1 issue. Thank you also for providing details that you have working VVX phones.

 

The easiest way to check this Trio issue is as follows:

 

  • Factory Reset the Device.
  • Ensure it is in Skype for Business Base Profile as explained prior >here<
  • Do not make any changes!
  • Import the certificate (actually comparing a working VVX backup to a Trio backup should tell you if you actually need this)
  • Sign into Skype

If this still fails and no other person wants to help you please ensure you check this:

 

Jan 17, 2017 Question: How can I troubleshoot simple Skype for Business, Office365 or Teams issues?

Resolution: Have a look => here <=

 

If this still fails please follow the below.


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.

I can see that this device was sold via GECDF-ScanSource UK Ltd > INSIGHT DIRECT UK LTD and I assume the actual service is provided by Siphon Networks Ltd

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 5 of 9
Occasional Visitor

Re: Polycom RealPresence Trio 8800 Unable to Sign in (Skype for Business)

Also double-check you're able to sign into the Skype account somewhere else (laptop, O365, etc.) and it isn't a password change or lock out. The accounts we created for our Trio's all had to be set with pw's that don't expire.

Message 6 of 9
Visitor

Re: Polycom RealPresence Trio 8800 Unable to Sign in (Skype for Business)

Hi, Tried with the suggestions above but no luck unfortunately. If im trying to connect to an external SFB service do I need to use/state in the Polycom settings where I need to point it to? As im connected inside my work environment, it is pulling DNS as id expect but if it is using my domain , will this clash with the SFB provider? I have tried turning off auto discover and using the providers URL details but again, no change, apart from the following message:

 

0821130807|so |4|00|[SoNcasC]: Unbound PPS Failed SetContext(****.*******@***.***) 

 

I can login to SFB on my PC with no issue (same network as the polycom device). If this was a certificate issue (even though ive already tried) do I import the standard globalsign root CA into application CA6? Thanks and sorry for all of the questions

Message 7 of 9
Polycom Employee & Community Manager

Re: Polycom RealPresence Trio 8800 Unable to Sign in (Skype for Business)


@SteffenBaierUK wrote:

 

If this still fails please follow the below.


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.

I can see that this device was sold via GECDF-ScanSource UK Ltd > INSIGHT DIRECT UK LTD and I assume the actual service is provided by Siphon Networks Ltd

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 8 of 9
Visitor

Re: Polycom RealPresence Trio 8800 Unable to Sign in (Skype for Business)

Hi, Still working away at trying to get this sorted. I think I'm a little closer but who knows, I'm probably still way off! So ive been changing the logging to see if I can pinpoint the issue/certificate I need to import to get this working. the logs show:

 

0823084817|curl |3|00| issuer: C=GB, ST=Greater Manchester, L=Salford, O=Sectigo Limited, CN=Sectigo RSA Domain Validation Secure Server CA 
0823084817|curl |3|00| SSL certificate verify result: unable to get issuer certificate (2) , continuing anyway.

I also get these errors:

 

SSL certificate verify result: unable to get local issuer certificate (20), continuing anyway. CAfile: /data/polycom/ffs0/ca4.crt CApath: none 

Now I have imported the sectigo rsa domain certificate and also thought I would import the polycom root ca but this hasn't helped either. This is the full logging regarding the certificate if it helps:

 

0823082528|curl |3|00|Connected to nh-slpiws01.ad1.nhs.net (155.231.208.10) port 443 (#0) 
0823082528|curl |3|00|successfully set certificate verify locations: 
0823082528|curl |3|00| CAfile: /data/polycom/ffs0/ca4.crt CApath: none
0823082528|curl |3|00|SSLv3, TLS Unknown, Unknown (22): 0823082528|curl |3|00|SSLv3, TLS handshake, Client hello (1): 0823082528|curl |3|00|SSLv2, Unknown (22): 0823082528|curl |3|00|SSLv3, TLS handshake, Server hello (2): 0823082528|curl |3|00|SSLv3, TLS handshake, CERT (11): 0823082528|curl |3|00|SSLv3, TLS handshake, Server key exchange (12): 0823082528|curl |3|00|SSLv3, TLS handshake, Server finished (14): 0823082528|curl |3|00|SSLv2, Unknown (22): 0823082528|curl |3|00|SSLv3, TLS handshake, Client key exchange (16):
0823082528|curl |3|00|SSLv2, Unknown (20): 0823082528|curl |3|00|SSLv3, TLS change cipher, Client hello (1):
0823082528|curl |3|00|SSLv2, Unknown (22): 0823082528|curl |3|00|SSLv3, TLS handshake, Finished (20): 0823082529|curl |3|00|SSLv2, Unknown (20): 0823082529|curl |3|00|SSLv3, TLS change cipher, Client hello (1): 0823082529|curl |3|00|SSLv2, Unknown (22): 0823082529|curl |3|00|SSLv3, TLS handshake, Finished (20): 0823082529|curl |3|00|SSL connection using ECDHE-RSA-AES256-SHA384
0823082529|curl |3|00|Server certificate: 0823082529|curl |3|00| subject: OU=Domain Control Validated, OU=PositiveSSL Multi-Domain, CN=nh-slppl1.ad1.nhs.net 0823082529|curl |3|00| start date: 2019-07-26 00:00:00 GMT 0823082529|curl |3|00| expire date: 2021-07-25 23:59:59 GMT 0823082529|curl |3|00| issuer: C=GB, ST=Greater Manchester, L=Salford, O=Sectigo Limited, CN=Sectigo RSA Domain Validation Secure Server CA 0823082529|curl |3|00| SSL certificate verify result: unable to get local issuer certificate (20), continuing anyway. 0823082529|curl |3|00|SSLv2, Unknown (23): 0823082529|curl |3|00|SSLv2, Unknown (23): 0823082529|curl |3|00|Connection #0 to host nh-slpiws01.ad1.nhs.net left intact 0823082529|curl |3|00|Closing connection #0 0823082529|curl |3|00|SSLv2, Unknown (21): 0823082529|curl |3|00|SSLv3, TLS alert, Client hello (1): 0823082529|curl |3|00|timeout on name lookup is not supported 0823082529|curl |3|00|About to connect() to nh-slpiws01.ad1.nhs.net port 443 (#0)
0823082529|curl |3|00| Trying 155.231.208.10... 0823082529|curl |3|00|the local port callback returned 0 0823082529|curl |3|00|Local port: 21416 0823082529|curl |3|00|Connected to nh-slpiws01.ad1.nhs.net (155.231.208.10) port 443 (#0) 0823082529|curl |3|00|successfully set certificate verify locations:
0823082529|curl |3|00| CAfile: /data/polycom/ffs0/ca4.crt CApath: none

 

Message 9 of 9