Plantronics + Polycom. Now together as Poly Logo

PolycomTrio 8800 S4B cannot sign-in

iki
Occasional Contributor

PolycomTrio 8800 S4B cannot sign-in

Hi,

 

We have the Polycom Trio 8800, UC Software Version 5.5.4.2255. New unit sent as a replacement and installed the latest update.

 

The unit will take ages to sign in and eventually it will fail.  We have given a static IP address and pointed to our DNS server in cloud.  The only way to get it signed in, is to set the DNS as 8.8.8.8, however with this set we cannot search users in the directory.

 

We also have another Trio 8800, UC Software Version 5.4.5.9111, with our current DNS server set, we are able to login without any issues. Can you let us know if there is some setting that is required in the new firmware?

 

Below is the before failing.

0417171027|cfg  |5|00|Prm|Parameter reg.x.auth.useLoginCredentials requested type 2 but is of type 7
0417171027|so   |4|00|[soRegistrationC] Login Credentials valid causing SoRegEventLine Changed
0417171027|so   |4|00|[soRegistrationC] Login Credentials valid causing SoRegEventLine Changed
0417171029|usbpp|4|00|[PpsUsbC]: OnEvReg Accepted
0417171029|app1 |*|00|SoRegistrationEventLineChanged - success lineIndex 0 RegListSize 0
0417171029|sip  |*|00|Sip UnRegister Usr:lhrvc@woodsbagot.com Dsp:lhrvc Auth:'' Inx:0
0417171029|sip  |*|00|SipUserRemove: user 0 being removed.
0417171029|app1 |*|00|SoRegistrationEventLast - new AppRegLineC, szUser = lhrvc@woodsbagot.com
0417171029|utilm|4|00|uBLFUnCompressed: File /data/polycom/ffs0/Config/Local/WebTicket/0/sip.usr doesn't exist or is empty
0417171029|cfg  |4|00|RT|pps is setting Login Credentials to valid
0417171029|WADSe|4|00|parseAndSaveRequiredInfo()- Response received is less than 32 bytes 
0417171029|WADSe|4|00|parseAndSaveRequiredInfo()- Response received is less than 32 bytes 
0417171030|WADSe|4|00|parseAndSaveRequiredInfo()- Response received is less than 32 bytes 
0417171034|sip  |*|00|User removed
0417171034|sip  |*|00|Sip Register Usr:lhrvc@woodsbagot.com Dsp:lhrvc Auth:'Using Login Cred' Inx:0
0417171034|utilm|4|00|uBLFUnCompressed: File /data/polycom/ffs0/Config/Local/WebTicket/0/sip.usr doesn't exist or is empty
0417171036|sip  |4|00|SSL_get_error Error code=5,rc(0)
0417171036|sip  |4|00|TLS Listen Thread Exit
0417171107|sip  |4|00|Registration failed User: lhrvc, Error Code:480 Temporarily not available
0417171123|sip  |4|00|SSL_get_error Error code=5,rc(0)
0417171123|sip  |4|00|TLS Listen Thread Exit
0417171207|cfg  |5|00|Prm|Parameter exchange.error.retryCount requested type 0 (UInt) but is of type 2 (SInt)
0417171207|cfg  |5|00|Prm|Parameter exchange.error.retryPeriod requested type 0 (UInt) but is of type 2 (SInt)
0417171207|cfg  |5|00|Prm|Parameter exchange.ADerror.retryCount requested type 0 (UInt) but is of type 2 (SInt)
0417171207|cfg  |5|00|Prm|Parameter exchange.ADerror.retryPeriod requested type 0 (UInt) but is of type 2 (SInt)
0417171207|app1 |4|00|[AppExchangeUiC::populateAutoDiscoverUrl] Internal & External EWS url's are empty
0417171207|so   |4|00|[soRegistrationC] Login Credentials empty causing SoRegEventLine Deleted
0417171207|cfg  |5|00|Prm|Parameter device.lync.timeZone requested type 7 (Bool) but is of type 1 (UIntNull)
0417171207|cfg  |5|00|Prm|Parameter device.lync.timeZone requested type 7 (Bool) but is of type 1 (UIntNull)
0417171209|usbpp|4|00|[PpsUsbC]: OnEvReg Accepted
0417171209|app1 |*|00|SoRegistrationEventLineDeleted - new AppRegLineC, Default user
0417171209|sip  |*|00|Sip UnRegister Usr:lhrvc@woodsbagot.com Dsp:lhrvc Auth:'' Inx:0
0417171209|sip  |*|00|SipUserRemove: user 0 being removed.
0417171209|utilm|4|00|uBLFUnCompressed: File /data/polycom/ffs0/Config/Local/WebTicket/0/sip.usr doesn't exist or is empty
0417171209|sip  |*|00|Sip Register Usr:Trio8800 Dsp:Trio 8800 Auth:'Using Login Cred' Inx:0

Thanks.

Message 1 of 6
5 REPLIES 5
Polycom Employee & Community Manager

Re: PolycomTrio 8800 S4B cannot sign-in

Hello @iki,

welcome to the Polycom Community.

 

The easiest way is probably to compare a backup of the two units as most likely you have a certificate on one of the units and not on the other.

The community's VoIP FAQ contains this post here:

 

May 25, 2017 Question: Can I create a backup of my current configuration?

Resolution:Since UC Software 4.0.0 or later a backup can be created via the Web Interface Utilities > Phone Backup & Restore > Phone Backup > Phone Backup

In addition the Skype for Business FAQ contains:

 

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

Resolution: Have a look => here <=


Looking at your logs:

 

0417171036|sip  |4|00|SSL_get_error Error code=5,rc(0)
0417171036|sip  |4|00|TLS Listen Thread Exit
0417171107|sip  |4|00|Registration failed User: lhrvc, Error Code:480 Temporarily not available
0417171123|sip  |4|00|SSL_get_error Error code=5,rc(0)
0417171123|sip  |4|00|TLS Listen Thread Exit


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 6
Frequent Advisor

Re: PolycomTrio 8800 S4B cannot sign-in

Are the SSL certificates loaded on each device the same (since there is a SSL error?)    Comparing the configs as suggested should clue you in.

Message 3 of 6
Highlighted
iki
Occasional Contributor

Re: PolycomTrio 8800 S4B cannot sign-in

Thanks for you reply.

I have set those value below and still it wont sign-in.  I did realise when signing in the Trio it will display 'Invalid provisioning details', not sure what that means.

 

I am not aware of any certification, we've always had the device work as is without entering any certification info.

 

Trio:

  • Settings > Logging > Global Settings > Global Log Level Limit > Set to DEBUG
  • Settings > Logging > Log File Size (Kbytes) > 10240
  • Settings > Logging > Module Log Level Limits > CURL  > Set to DEBUG
  • Settings > Logging > Module Log Level Limits > Presentation > Set to DEBUG
  • Settings > Logging > Module Log Level Limits > SIP > Set to DEBUG
Message 4 of 6
Occasional Visitor

Re: PolycomTrio 8800 S4B cannot sign-in

We have similar problems over here on the same device.

Sometimes i can manage to login to the skype user on the polycom but only after the device has been factory reset and with some luck.

 

A few reboots with the device due to changed settings, and login doesnt work anymore. Sometimes with error 480, sometimes without. It also seems that it does not keep settings previously saved.

Just opened a service case and waiting on a reply.

Message 5 of 6
Polycom Employee & Community Manager

Re: PolycomTrio 8800 S4B cannot sign-in

Hello @Jens86,

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

 

In addition sharing the Polycom reference for the ticket and maybe some logs with the suggested levels can go a long way trying to help.


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 6 of 6