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RealPresence Trio 8800 Skype for Business Sign-in failing

Occasional Visitor

RealPresence Trio 8800 Skype for Business Sign-in failing

Hello,

 

We have three RealPresence Trio 8800s in one of our office which seem to be unable to login. 

 

The log entries we are seeing are:

 

 

0616143527|cfg |5|00|Prm|Parameter reg.x.auth.useLoginCredentials requested type 2 but is of type 7
0616143527|so |4|00|[soRegistrationC] Login Credentials valid causing SoRegEventLine Changed
0616143532|app1 |*|00|SoRegistrationEventLineChanged - success lineIndex 0 RegListSize 0
0616143532|app1 |*|00|SoRegistrationEventLast - new AppRegLineC, szUser = mr2.irvine@welocalize.com
0616143532|cfg |5|00|Prm|Parameter attendant.reg requested type 2 (SInt) but is of type 0 (UInt)
0616143532|usbpp|4|00|[PpsUsbC]: OnEvReg Accepted
0616143532|sip |*|00|Sip Register Usr:mr2.irvine@welocalize.com Dsp:mr2.irvine Auth:'Using Login Cred' Inx:0
0616143532|utilm|4|00|uBLFUnCompressed: File /data/polycom/ffs0/Config/Local/WebTicket/0/fedContactUrl.dom doesn't exist or is empty
0616143532|dns |5|00|Not adding DNS Querie name:welocalize.com sDomain:welocalize.com
0616143532|dns |5|00|Not adding DNS Querie name:welocalize.com sDomain:welocalize.com
0616143532|dns |5|00|Not adding DNS Querie name:welocalize.com sDomain:welocalize.com
0616143532|cfg |4|00|Prov|[CfgLyncSipSrvDiscover::cbFoundOption] Invalid STS-URI: '://:'
0616143532|cfg |4|00|Prov|[CfgLyncSipSrvDiscover::cbFoundOption] Invalid STS-URI: '://:'
0616143535|dns |5|00|Not adding DNS Querie name:_sipinternaltls._tcp.welocalize.com sDomain:welocalize.com
0616143535|dns |5|00|Not adding DNS Querie name:ocsse.welocalize.com sDomain:welocalize.com
0616143535|dns |5|00|Not adding DNS Querie name:ocsse.welocalize.com sDomain:welocalize.com
0616143535|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'welocalize.com' found no records
0616143535|dns |5|00|Not adding DNS Querie name:_sipinternal._tcp.welocalize.com sDomain:welocalize.com
0616143535|dns |5|00|Not adding DNS Querie name:_sipinternal._tcp.welocalize.com sDomain:welocalize.com
0616143535|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'welocalize.com' found no records
0616143535|dns |5|00|Not adding DNS Querie name:_sip._tls.welocalize.com sDomain:welocalize.com
0616143535|dns |5|00|Not adding DNS Querie name:_sip._tcp.welocalize.com sDomain:welocalize.com
0616143535|dns |5|00|Not adding DNS Querie name:_sip._tcp.welocalize.com sDomain:welocalize.com
0616143535|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'welocalize.com' found no records
0616143535|dns |5|00|Not adding DNS Querie name:sipinternal.welocalize.com sDomain:welocalize.com
0616143535|dns |5|00|Not adding DNS Querie name:sipinternal.welocalize.com sDomain:welocalize.com
0616143535|sip |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'sipinternal.welocalize.com' found no records
0616143535|dns |5|00|Not adding DNS Querie name:sip.welocalize.com sDomain:welocalize.com
0616143535|dns |5|00|Not adding DNS Querie name:sip.welocalize.com sDomain:welocalize.com
0616143535|dns |5|00|Not adding DNS Querie name:sip.welocalize.com sDomain:welocalize.com
0616143535|dns |5|00|Not adding DNS Querie name:autodiscover.welocalize.com sDomain:welocalize.com
0616143535|dns |5|00|Not adding DNS Querie name:autodiscover.welocalize.com sDomain:welocalize.com
0616143535|dns |5|00|Not adding DNS Querie name:autodiscover.welocalize.com sDomain:welocalize.com
0616143535|sip |*|00|Sip Register Usr:mr2.irvine@welocalize.com Dsp:mr2.irvine Auth:'Using Login Cred' Inx:0
0616143535|utilm|4|00|uBLFUnCompressed: File /data/polycom/ffs0/Config/Local/WebTicket/0/fedContactUrl.dom doesn't exist or is empty
0616143535|dns |5|00|Not adding DNS Querie name:welocalize.com sDomain:welocalize.com
0616143536|cfg |4|00|Prov|[CfgLyncSipSrvDiscover::cbFoundOption] Invalid STS-URI: '://:'
0616143536|cfg |4|00|Prov|[CfgLyncSipSrvDiscover::cbFoundOption] Invalid STS-URI: '://:'
0616143537|copy |4|00|Configuration of URL failed
0616143537|cfg |4|00|Prov|Could not download file 0004f2ff786e-web.cfg
0616143537|cfg |4|00|Prov|Uploading phoneWeb.cfg failed
0616143537|cfg |4|00|Prov|Update configuration failed
0616143539|dns |5|00|Not adding DNS Querie name:_sipinternaltls._tcp.welocalize.com sDomain:welocalize.com
0616143539|dns |5|00|Not adding DNS Querie name:ocsse.welocalize.com sDomain:welocalize.com
0616143539|dns |5|00|Not adding DNS Querie name:ocsse.welocalize.com sDomain:welocalize.com
0616143539|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'welocalize.com' found no records
0616143539|dns |5|00|Not adding DNS Querie name:_sipinternal._tcp.welocalize.com sDomain:welocalize.com
0616143539|dns |5|00|Not adding DNS Querie name:_sipinternal._tcp.welocalize.com sDomain:welocalize.com
0616143539|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'welocalize.com' found no records
0616143539|dns |5|00|Not adding DNS Querie name:_sip._tls.welocalize.com sDomain:welocalize.com
0616143539|dns |5|00|Not adding DNS Querie name:_sip._tcp.welocalize.com sDomain:welocalize.com
0616143539|dns |5|00|Not adding DNS Querie name:_sip._tcp.welocalize.com sDomain:welocalize.com
0616143539|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'welocalize.com' found no records
0616143539|dns |5|00|Not adding DNS Querie name:sipinternal.welocalize.com sDomain:welocalize.com
0616143539|dns |5|00|Not adding DNS Querie name:sipinternal.welocalize.com sDomain:welocalize.com
0616143539|sip |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'sipinternal.welocalize.com' found no records
0616143539|dns |5|00|Not adding DNS Querie name:sip.welocalize.com sDomain:welocalize.com
0616143539|dns |5|00|Not adding DNS Querie name:autodiscover.welocalize.com sDomain:welocalize.com
0616143539|dns |5|00|Not adding DNS Querie name:autodiscover.welocalize.com sDomain:welocalize.com
0616143539|dns |5|00|Not adding DNS Querie name:autodiscover.welocalize.com sDomain:welocalize.com
0616143540|sip |4|00|CTcpSocket::Abandon - TLS Listen Thread has exited. Process further to abandon this socket
0616143540|sip |4|00|CTcpSocket::Abandon connected socket. Send Message 0x4141a148
0616143540|sip |4|00|SSL_get_error Error code=5,rc(0)
0616143540|sip |4|00|TLS Listen Thread Exit
0616143541|utilm|4|00|uBLFUnCompressed: File /data/polycom/ffs0/Config/Local/WebTicket/0/sip.usr doesn't exist or is empty
0616143541|sip |4|00|CTrans::~CTrans still holding Login Cred. Released as valid
0616143541|cfg |4|00|RT|SIP is setting Login Credentials to valid
0616143542|tickt|4|00|[StdRet soWebTicketO365Info::soWebTicketFetchWsFedBearerToken()]:[6976] Could not get required info.
0616143542|sip |4|00|TLS-DSK:soWebTicketCbFunc: SoWebTicketCb_ResponseError event triggered from the soWebTicket
0616143612|sip |4|00|SSL_get_error Error code=5,rc(-1)
0616143612|sip |4|00|TLS Listen Thread Exit
0616143811|utilm|4|00|uBLFUnCompressed: File /data/polycom/ffs0/Config/Local/WebTicket/0/sip.usr doesn't exist or is empty
0616143811|sip |4|00|CTrans::~CTrans still holding Login Cred. Released as valid
0616143811|cfg |4|00|RT|SIP is setting Login Credentials to valid
0616143813|tickt|4|00|[StdRet soWebTicketO365Info::soWebTicketFetchWsFedBearerToken()]:[6976] Could not get required info.
0616143813|sip |4|00|TLS-DSK:soWebTicketCbFunc: SoWebTicketCb_ResponseError event triggered from the soWebTicket
0616143841|cfg |5|00|Prm|Parameter device.lync.timeZone requested type 7 (Bool) but is of type 1 (UIntNull)
0616143841|cfg |5|00|Prm|Parameter device.lync.timeZone requested type 7 (Bool) but is of type 1 (UIntNull)
0616143841|so |4|00|[soRegistrationC] Login Credentials empty causing SoRegEventLine Deleted
0616143843|sip |4|00|SSL_get_error Error code=5,rc(-1)
0616143843|sip |4|00|TLS Listen Thread Exit
0616143846|usbpp|4|00|[PpsUsbC]: OnEvReg Accepted
0616143846|sip |*|00|Sip UnRegister Usr:mr2.irvine@welocalize.com Dsp:mr2.irvine Auth:'' Inx:0
0616143846|sip |*|00|SipUserRemove: user 0 being removed.
0616143846|app1 |*|00|SoRegistrationEventLineDeleted - new AppRegLineC, Default user
0616143846|usbpp|4|00|[PpsUsbC]: OnEvReg Accepted
0616143846|sip |*|00|Sip Register Usr:Trio8800 Dsp:RealPresence Trio 8800 Auth:'Using Login Cred' Inx:0
0616143846|sip |*|00|Sip Register Usr:Trio8800 Dsp:RealPresence Trio 8800 Auth:'Using Login Cred' Inx:0
0616143851|sip |*|00|User removed
0616143851|copy |4|00|Configuration of URL failed
0616143851|cfg |4|00|Prov|Could not download file 0004f2ff786e-web.cfg
0616143851|cfg |4|00|Prov|Uploading phoneWeb.cfg failed
0616143851|cfg |4|00|Prov|Update configuration failed

 

Any ideas?

Message 1 of 2
1 REPLY
Polycom Employee & Community Manager

Re: RealPresence Trio 8800 Skype for Business Sign-in failing

Hello vrenfro,

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 the phone seems to have issues to resolve some or all of the DNS entries. The Skype for Business FAQ therefore contains:

 

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

Resolution: Have a look => here <=

 

If you cannot utilize the logs or suggested Log levels to troubleshoot please work with SCANSOURCE COMMUNICATIONS who sold that phone back in 27/12/2016.

 

They are your first level support but you can post new logs once the levels have been changed as suggested.


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

Please be aware:

The purpose of these forums is to allow community members collaborate and help each other.
Questions posted here do not follow Polycom’s SLA guidelines.
If you require assistance from Polycom technical support, please open a
web service request or call us .

The above is necessary in order to track issue internally within Polycom.

You are welcome to post more questions or configuration or logs for other community members to look at but if your issue requires a fix via Polycom you must go via the official support structure.

Please 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".

This forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Polycom 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 may be answered on weekends, bank holidays or personal holidays.
Message 2 of 2