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Polycom Trio 8800 Domain authentication issues

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Occasional Contributor

Polycom Trio 8800 Domain authentication issues

Hello, 

 

I am trying to setup a Polycom Trio 8800 on Skype for Business 2013 on-prem. We are running firmware 5.4.5.9188. This install is for an executive to join Skype meetings directly through the calendar on the trio. Pin authentication works flawlessly but you need domain authentication for Exchange integration (O365). 

 

When I try to use domain authentication, the phone came back with an error message that the login was failed. We also have a Skype online test account which works without any issue. 

 

I captured the debug log and found the error here,

 

 

0620120045|dns |1|00|doDnsLookupForList for record A: hostname 'x.x.x.x' attempting..
0620120045|dns |1|00|doDnsLookupForList(A): returning passed in ipAddress 'x.x.x.x'
0620120045|sip |1|00|CTcp::Send(TLS) entry for address x.x.x.x port 5061 can Connect 1 canFailOver 0
0620120045|sip |1|00|CTcp::Send(TLS) address x.x.x.x port 5061 can Connect 1
0620120045|sip |3|00|CTcpSocket::SendData TLS discarded TotalLen 1016 due to transmit stopped
0620120045|sip |2|00|adjustRetransWhenTimerCreated UA Client Non-INVITE REGISTER state 'callingTrying' timeout=65 (0x4139d528)
0620120045|sip |1|00|MsgSipTcpSocketStatus socket 244 status 0 m_bIsReconnectNeeded 0
0620120045|sip |2|00|CTcpSocket::OnSocketStatus socket 244(0x413a1448) bStatus 0
0620120045|sip |3|00|CTcpSocket::~CTcpSocket socket 244 entry for 0x413a1448
0620120045|sip |3|00|CTcpSocket::~CTcpSocket socket 244(0x413a1448) SSL_shutdown rc=-1, ltf(1)
0620120045|sip |3|00|CTcpSocket::~CTcpSocket socket 244(0x413a1448) close
0620120045|sip |3|00|CTcpSocket::~CTcpSocket Got lock
0620120045|sip |1|00|MsgSipTcpSocketStatus socket 244 status 0 m_bIsReconnectNeeded 0
0620120045|sip |3|00|SipStartFailOver 0
0620120045|sip |3|00|Destroying object CCallNoCall
0620120045|sip |3|00|[clearCallLabelList] - Size of Call Label List is 0
0620120045|sip |*|00|User removed
0620120110|sip |1|00|CTrans::TimeOut500ms m_nMainTimeoutCount == 0. Call SndMsgFail
0620120110|sip |3|00|CTrans::TimeOut500ms Self Generated 480 Response
0620120110|sip |3|00|UA Client Non-INVITE REGISTER trans state 'callingTrying'->'completed' by 480 resp 10 timeout(0x4139d528)
0620120110|sip |2|00|CTrans:: REGISTER NonInv reTrans ALREADY stopped in 'completed' state at retryCount 0 code 480, timeout=10 (0x4139d528)
0620120110|sip |1|00|CTrans:: ResponseProcess | Follow SIP logic
0620120110|sip |3|00|CTrans::ResponseProcess Self Generated 480. RROFO Invalidate Registration
0620120110|sip |1|00|Dialog 'id00d0f0e0' State 'Trying'->'Confirmed'
0620120110|sip |4|00|Registration failed User: lync_user1, Error Code:480 Temporarily not available

 

Home Phone Information Phone Model RealPresence Trio 8800 Part Number 3111-65290-001 Rev:A MAC Address 00:04:F2:FF:21:E9 Wi-Fi MAC Address 00:04:F2:FF:21:EA Bluetooth MAC Address 00:04:F2:FF:21:EB IP Address xxx.xxx.xxx.xxx UC Software Version 5.4.5.9188 Updater Signature Release System Name

 

Can someone throw some light please?

 

I have gone through http://community.polycom.com/t5/Skype-for-Business/FAQ-Troubleshooting-sign-in-issues/td-p/87637

 

Message 1 of 4
3 REPLIES 3
Polycom Employee & Community Manager

Re: Polycom Trio 8800 Domain authentication issues

Hello Aramesh,

welcome to the Polycom Community.

Looking at the log I can see:

 

0620120110|sip |3|00|CTrans::TimeOut500ms Self Generated 480 Response

This is usually caused either by DNS or if you are using Modern Auth on Office 365.

 

I suggest you get a support ticket raised.

 

SCANSOURCE COMMUNICATIONS sold this unit back in 08/09/2016 so they are your Tier 1 support and they can raise a Ticket for 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




<======== 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 4
Occasional Contributor

Re: Polycom Trio 8800 Domain authentication issues

Hello Steffen Baier,

 

I have opened a ticket as per your suggestion and fixed the issue with the help of Polycom tech support. We enabled auto discovery and left the domain field blank and the authentication was successful. However, the Calendar doesn't synch as we have O365 with MFA. 

 

Does the Trio support MFA? If not will there be any alternative to achieve Synch?

Message 3 of 4
Polycom Employee & Community Manager

Re: Polycom Trio 8800 Domain authentication issues

Hello Aramesh,

welcome to the Polycom Community.

The RealPresence Trio with its current software does not support MFA aka modern Authentication. A future software version will add 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




<======== 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 4