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SfB content share drops after 30 minutes (Trio/VisualPro)

Frequent Visitor

SfB content share drops after 30 minutes (Trio/VisualPro)

Hello,

 

I have been seeing some issues regarding content sharing just stopping 30 minutes into a SfB call that is been joined from a Trio / VisualPro meeting room system.

 

Note: - I have 3 unregistered lines, one line for BlueJeans and one for Zoom. (I do not see the same issue when connecting to these services)

 

The Trio system is running FW - 5.7.2.3205

 

The logs from the device also show the below information around the time of the issue; 

 

E/PLCM    ( 1290): 0906175150|auth |4|00|parseOAuth2ErrorCodeDetails: csErrorCode[invalid_resource] csErrorDescription[AADSTS500011: The resource principal named https://outlook.office365.com/ews/outlook.asmx was not found in the tenant named company1.com. This can happen if the application has not been installed by the administrator of the tenant or consented to by any user in the tenant. You might have sent your authentication request to the wrong tenant.
09-06 17:51:50.650 E/PLCM    ( 1290): Trace ID: e99e87dc-436c-47d7-9df0-fcd3978d1301
09-06 17:51:50.650 E/PLCM    ( 1290): Correlation ID: 4f7a9203-92ec-42ce-ad0d-c
09-06 17:51:50.650 E/PLCM    ( 1290): 0906175150|auth |4|00|[StdRet COAuth2SmCtxt::OAuth2ParseAndSaveRequiredInfo(E_OAuth2ReqRspId)]:[1554] eReqRspID[2] m_RetVal[-1] curlReturn[0] HttpRspCode[400] csStrippedResponse[{"error":"invalid_resource","error_description":"AADSTS500011: The resource principal named https://outlook.office365.com/ews/outlook.asmx was not found in the tenant named company1.com. This can happen if the application has not been installed by the administrator of the tenant or consented to by any user in the tenant. You might have sent your authent
09-06 17:51:50.650 E/PLCM    ( 1290): 0906175150|auth |4|00|[void COAuth2SmCtxt::printNIResponse(std::string)]:[1576] HttpResponse[{"error":"invalid_resource","error_description":"AADSTS500011: The resource principal named https://outlook.office365.com/ews/outlook.asmx was not found in the tenant named company1.com. This can happen if the application has not been installed by the administrator of the tenant or consented to by any user in the tenant. You might have sent your authentication request to the wrong tenant.\r\nTrace]
09-06 17:51:50.650 E/PLCM    ( 1290): 0906175150|auth |4|00|[void COAuth2SmCtxt::printNIResponse(std::string)]:[1576] HttpResponse[ ID: e99e87dc-436c-47d7-9df0-fcd3978d1301\r\nCorrelation ID: 4f7a9203-92ec-42ce-ad0d-cf53fec519cf\r\nTimestamp: 2019-09-07 00:51:51Z","error_codes":[500011],"timestamp":"2019-09-07 00:51:51Z","trace_id":"e99e87dc-436c-47d7-9df0-fcd3978d1301","correlation_id":"4f7a9203-92ec-42ce-ad0d-cf53fec519cf","error_uri":"https://login.windows.net/error?code=500011"}]
09-06 17:51:50.650 E/PLCM    ( 1290): 0906175150|auth |4|00|pHD(146)AuthServiceCallerEwsSvc
09-06 17:51:50.650 E/PLCM    ( 1290): 
09-06 17:51:50.650 E/PLCM    ( 1290): https://login.windows.net/common/oauth2/authorize
09-06 17:51:50.650 E/PLCM    ( 1290): 
09-06 17:51:50.650 E/PLCM    ( 1290): https://login.windows.net/common/oauth2/authorize
09-06 17:51:50.650 E/PLCM    ( 1290): 
09-06 17:51:50.650 E/PLCM    ( 1290): 0906175150|auth |4|00|AuthSvc SOAuth2Error, BaseEventInit restart[0] SfbTokenFetchMethod[0] 
09-06 17:51:50.650 F/PLCM    ( 1290): 0906175150|app1 |5|00|[CAuthServiceEwsRsp::execute] Failed to get oAuth token with (400,Failed to Get oAuth Token)
09-06 17:51:50.660 E/PLCM    ( 1290): 0906175150|pgui |4|00|Received token data of length '0' for type '2' from app
09-06 17:51:50.660 E/PLCM    ( 1290): 0906175150|pgui |4|00|Received token data in calendar with length '0' and type is '2'
09-06 17:51:55.800 D/dalvikvm(  593): GC_CONCURRENT freed 813K, 15% free 6385K/7448K, paused 3ms+9ms, total 95ms
09-06 17:51:56.950 F/PLCM    ( 1290): 0906175156|ptp  |5|00|handleReceiveModuleStats: module 00e0db4c3a61 ptpStatusGood: 0, PTP status msg: PTP stopped

Could this potentially be causing the issue? I would have though if this was the issue that it would drop the call completely.

 

Any assistance or advise would be very much appreciated.

 

 

 

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

Re: SfB content share drops after 30 minutes (Trio/VisualPro)

Hello @LloydCHughes ,

 

Welcome to the Poly Community.

 

You are running very old software so I suggest you upgrade to something currently supported. At present this is UC Software 5.9.0 Rev AD.

 

This may be some sort of firewall issue but we would need far more details once you upgraded the unit.

 

Please open a ticket if the issue persists running a supported version.

End Customers are usually unable to open a ticket directly with Poly support.

If this is some sort of an Internet discounter providing your MAC address or your Poly devices serial will enable us to look up who would be able to support you. This may not be who you purchased the Poly device from.

If the unit is no longer within the warranty please be prepared to Pay Per Incident / PPI. This is all outlined in detail 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 4
Frequent Visitor

Re: SfB content share drops after 30 minutes (Trio/VisualPro)

Thank you for your input, version update is on the roadmap but we have to run the latest version of firmware through acceptance testing with the company.

I have done further testing and had some interesting results.

I used a full o365 E3 account and the presentation did not drop at all.

I also created a SfB o365 and this also did not stop sharing presentation.

Message 3 of 4
Polycom Employee & Community Manager

Re: SfB content share drops after 30 minutes (Trio/VisualPro)

Hello @LloydCHughes ,

 

So the issue is only Skype for Business on premise?

 

We can obviously support, you once this comes into support, so we can analyze the issue and suggest possible workarounds. Or as already suggested to update the software to a supported version.


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.

If this is some sort of an Internet discounter providing your MAC address or your Poly devices serial will enable us to look up who would be able to support you. This may not be who you purchased the Poly device from.

If the unit is no longer within the warranty please be prepared to Pay Per Incident / PPI. This is all outlined in detail 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 4 of 4