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TRIO 8800 Office 365 Login Not Working

Occasional Visitor

TRIO 8800 Office 365 Login Not Working

Hi,

 

Been trying all day to get this Office365 account (Skype for Business and Exchange) working on this Trio 8800.

 

In web interface if I go to "Skype for Business Sign In", enter Office365 credentials it fails to sign in.

 

Debug log attached.

05-29 07:10:04.000 E/PLCM    ( 1727): 0529171004|sip  |4|00|CTcpSocket::Abandon - TLS Listen Thread has exited. Process further to abandon this socket
05-29 07:10:04.000 E/PLCM    ( 1727): 0529171004|sip  |4|00|CTcpSocket::Abandon connected socket. Send Message 0x415076c8
05-29 07:10:55.380 F/PLCM    ( 1727): 0529171055|cfg  |5|00|Prm|Parameter reg.x.auth.useLoginCredentials requested type 2 but is of type 7
05-29 07:10:55.380 F/PLCM    ( 1727): 0529171055|cfg  |5|00|Prm|Parameter reg.x.auth.useLoginCredentials requested type 2 but is of type 7
05-29 07:10:55.550 E/PLCM    ( 1727): 0529171055|so   |4|00|[soRegistrationC] Login Credentials valid causing SoRegEventLine Changed
05-29 07:10:57.550 F/PLCM    ( 1727): 0529171057|sip  |*|00|Sip UnRegister Usr:lpmeetingroom@customerdomain.com.au Dsp:Conference 2 Auth:'64167F2901E9-1.CustID-411442' Inx:0
05-29 07:10:57.550 F/PLCM    ( 1727): 0529171057|sip  |*|00|SipUserRemove: user 0 being removed.
05-29 07:10:57.550 E/PLCM    ( 1727): 0529171057|usbpp|4|00|[PpsUsbC]: OnEvReg Accepted
05-29 07:10:57.550 F/PLCM    ( 1727): 0529171057|app1 |*|00|SoRegistrationEventLineChanged - success lineIndex 0 RegListSize 0
05-29 07:10:57.550 F/PLCM    ( 1727): 0529171057|app1 |*|00|SoRegistrationEventLast - new AppRegLineC, szUser = lpmeetingroom@customerdomain.com.au
05-29 07:10:57.570 E/PLCM    ( 1727): 0529171057|utilm|4|00|uBLFUnCompressed: File /data/polycom/ffs0/Config/Local/WebTicket/0/sip.usr doesn't exist or is empty
05-29 07:10:57.610 E/PLCM    ( 1727): 0529171057|cfg  |4|00|RT|pps is setting Login Credentials to valid
05-29 07:10:57.620 D/BluetoothHfDevice(  776): getConnectedDevices()
05-29 07:10:57.620 D/BluetoothAdapterService(1101453600)(  947): getState(): mAdapterProperties: com.android.bluetooth.btservice.AdapterProperties@41a6eab8
05-29 07:10:57.640 V/PolySettingsService(  776): 0:Processed bluetooth message BLUETOOTHDEV_STATE_GET
05-29 07:10:57.790 E/PLCM    ( 1727): 0529171057|WADSe|4|00|parseAndSaveRequiredInfo()- Response received is less than 32 bytes 
05-29 07:10:57.790 E/PLCM    ( 1727): 0529171057|WADSe|4|00|parseAndSaveRequiredInfo()- Response received is less than 32 bytes 
05-29 07:10:58.930 V/PLCM    ( 1727): 0529171058|AuthS|0|00|Request(-1)AuthSvc,(101)AuthServiceWTMsgKey,(-1)WADService,(780)WADServiceWebTicketRspMsgKey,(Expiry,TransactionId,Time,Type):(-1,-1,1559113858,0)IndicationLevel:(200)
05-29 07:10:58.930 V/PLCM    ( 1727): 0529171058|AuthS|0|00|Policy Dest:(201)AuthServicePolicyServiceKey:(101)AuthServiceWTMsgKey:(205)AuthSvcAOServiceRequestKey
05-29 07:10:58.930 V/PLCM    ( 1727): Caller Service(141)AuthServiceCallerWbad:IndicationCode(0)
05-29 07:10:58.930 V/PLCM    ( 1727): ,TransactionID(-1)Data:SD:Key Data(User Key/Operation Key/Url Key):Uri:lpmeetingroom@customerdomain.com.au
05-29 07:10:58.930 V/PLCM    ( 1727): User/Domain:lpmeetingroom@customerdomain.com.au,
05-29 07:10:58.930 V/PLCM    ( 1727): Url:
05-29 07:10:58.930 V/PLCM    ( 1727): 
05-29 07:10:58.930 V/PLCM    ( 1727): Operation:(101)AuthServiceWTMsgKey,Caller Service:(141)AuthServiceCallerWbadUrl,TransactionId:,-1
05-29 07:10:58.930 V/PLCM    ( 1727): UrlKey(Operation,CallerService,Url):(-1),(-1),
05-29 07:10:58.930 V/PLCM    ( 1727): Secondary Key:
05-29 07:10:58.930 V/PLCM    ( 1727): Token Key/Data:Toke
05-29 07:10:58.930 V/PLCM    ( 1727): 0529171058|AuthS|0|00|Policy Dest:(201)AuthServicePolicyServiceKey:(101)AuthServiceWTMsgKey:(206)AuthSvcAOServiceReplyKey
05-29 07:10:58.930 V/PLCM    ( 1727): Caller Service(141)AuthServiceCallerWbad:IndicationCode(200)Got WT
05-29 07:10:58.930 V/PLCM    ( 1727): ,TransactionID(-1)Data:SD:Key Data(User Key/Operation Key/Url Key):Uri:lpmeetingroom@customerdomain.com.au
05-29 07:10:58.930 V/PLCM    ( 1727): User/Domain:lpmeetingroom@customerdomain.com.au,
05-29 07:10:58.930 V/PLCM    ( 1727): Url:
05-29 07:10:58.930 V/PLCM    ( 1727): 
05-29 07:10:58.930 V/PLCM    ( 1727): Operation:(101)AuthServiceWTMsgKey,Caller Service:(141)AuthServiceCallerWbadUrl,TransactionId:,-1
05-29 07:10:58.930 V/PLCM    ( 1727): UrlKey(Operation,CallerService,Url):(-1),(-1),
05-29 07:10:58.930 V/PLCM    ( 1727): Secondary Key:
05-29 07:10:58.930 V/PLCM    ( 1727): Token Key/Dat
05-29 07:10:58.930 V/PLCM    ( 1727): 0529171058|AuthS|0|00|Reqponse(-1)AuthSvc,(101)AuthServiceWTMsgKey,(-1)WADService,(780)WADServiceWebTicketRspMsgKey,(Expiry,TransactionId,Time,Type):(-1,-1,1559113858,1)IndicationCode:(200)Got WT
05-29 07:10:59.290 F/PLCM    ( 1727): 0529171059|cfg  |5|00|Prm|Parameter reg.x.outboundProxy.port requested type 0 but is of type 2
05-29 07:10:59.290 F/PLCM    ( 1727): 0529171059|sip  |*|00|Sip Register Usr:lpmeetingroom@customerdomain.com.au Dsp:Conference 2 Auth:'Using Login Cred' Inx:0
05-29 07:10:59.290 E/PLCM    ( 1727): 0529171059|utilm|4|00|uBLFUnCompressed: File /data/polycom/ffs0/Config/Local/WebTicket/0/sip.usr doesn't exist or is empty
05-29 07:11:02.490 F/PLCM    ( 1727): 0529171102|sip  |*|00|User removed
05-29 07:11:05.790 E/PLCM    ( 1727): 0529171105|cfg  |4|00|Prov|Could not download file 64167f2901e9-web.cfg
05-29 07:11:05.790 E/PLCM    ( 1727): 0529171105|cfg  |4|00|Prov|Uploading phoneWeb.cfg failed
05-29 07:11:05.790 E/PLCM    ( 1727): 0529171105|cfg  |4|00|Prov|Update configuration failed
05-29 07:11:31.500 E/PLCM    ( 1727): 0529171131|sip  |4|00|CTcpSocket::Abandon - TLS Listen Thread has exited. Process further to abandon this socket
05-29 07:11:31.500 E/PLCM    ( 1727): 0529171131|sip  |4|00|CTcpSocket::Abandon connected socket. Send Message 0x4150a9e8
05-29 07:11:31.500 E/PLCM    ( 1727): 0529171131|sip  |4|00|Registration failed User: lpmeetingroom, Error Code:480 Temporarily not available
05-29 07:11:46.440 D/dalvikvm(  776): GC_CONCURRENT freed 392K, 20% free 3053K/3812K, paused 2ms+3ms, total 28ms
05-29 07:12:59.500 E/PLCM    ( 1727): 0529171259|sip  |4|00|CTcpSocket::Abandon - TLS Listen Thread has exited. Process further to abandon this socket
05-29 07:12:59.500 E/PLCM    ( 1727): 0529171259|sip  |4|00|CTcpSocket::Abandon connected socket. Send Message 0x41508ec8
05-29 07:14:26.500 E/PLCM    ( 1727): 0529171426|sip  |4|00|CTcpSocket::Abandon - TLS Listen Thread has exited. Process further to abandon this socket
05-29 07:14:26.500 E/PLCM    ( 1727): 0529171426|sip  |4|00|CTcpSocket::Abandon connected socket. Send Message 0x41508968
05-29 07:15:03.530 D/ConnectivityService(  588): Sampling interval elapsed, updating statistics ..
05-29 07:15:03.610 D/dalvikvm(  588): GC_FOR_ALLOC freed 331K, 12% free 5576K/6304K, paused 74ms, total 75ms
05-29 07:15:03.610 I/LatinIME:LogUtils(  754): Dictionary info: dictionary = UserHistoryDictionary.en_US.dic ; version = ? ; date = 1559114103
05-29 07:15:03.620 D/ConnectivityService(  588): Done.
05-29 07:15:03.620 D/ConnectivityService(  588): Setting timer for 720seconds
05-29 07:15:50.250 D/dalvikvm(  588): GC_CONCURRENT freed 620K, 12% free 5563K/6304K, paused 2ms+5ms, total 54ms
05-29 07:15:52.490 E/PLCM    ( 1727): 0529171552|sip  |4|00|CTcpSocket::Abandon - TLS Listen Thread has exited. Process further to abandon this socket
05-29 07:15:52.490 E/PLCM    ( 1727): 0529171552|sip  |4|00|CTcpSocket::Abandon connected socket. Send Message 0x41508968
05-29 07:15:56.480 D/dalvikvm(  776): GC_CONCURRENT freed 387K, 20% free 3052K/3812K, paused 3ms+2ms, total 27ms
05-29 07:16:37.070 D/dalvikvm(  588): GC_CONCURRENT freed 617K, 12% free 5575K/6304K, paused 3ms+7ms, total 48ms
05-29 07:17:01.500 E/PLCM    ( 1727): 0529171701|sip  |4|00|CTcpSocket::Abandon - TLS Listen Thread has exited. Process further to abandon this socket
05-29 07:17:01.500 E/PLCM    ( 1727): 0529171701|sip  |4|00|CTcpSocket::Abandon connected socket. Send Message 0x41508968
05-29 07:17:24.490 D/dalvikvm(  588): GC_CONCURRENT freed 588K, 12% free 5574K/6304K, paused 4ms+8ms, total 54ms
Message 1 of 7
6 REPLIES 6
Polycom Employee & Community Manager

Re: TRIO 8800 Office 365 Login Not Working

Hello @i2dau ,

 

welcome to the Poly Community.

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)
  • 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.

 

Please ensure you always check the FAQ's and/or utilize the community search before posting any new topics or follow up post’s.

 

Our records show that the Unit was sold via Ingram Micro (Australia) back in 22/06/2017 so we assume it worked at some point in the past.

 

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

Resolution: Have a look => here <=

 

Your logs show a 480 error but we do not have enough details why.

 

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 7
Highlighted
Occasional Visitor

Re: TRIO 8800 Office 365 Login Not Working

Software Version: 5.5.3.3517
Model: Trio 8800
Call Platform: Provisioned to SIP server
Additional Poly Infrastructure (RPRM,PDMS or BToE): RealPrescence Visual+
MAC: 64:16:7F:29:01:E9
Example: Happened since we change phone providers and new supplier request us to do factory reset and has provided us with provisioning server URL

 

Phone backup attached

Debug log also attached

Changed auto provision URL, domain name and auth info for privacy.

 

Message 3 of 7
Polycom Employee & Community Manager

Re: TRIO 8800 Office 365 Login Not Working

Hello @i2dau ,

 

Your Software is no longer supported. In addition, nothing was attached.

 

Please upgrade to 5.9.0 and when signing into O365 load this below prior as O365 otherwise

Feb 02, 2016 Question:How can I prevent a Poly Phone to be downgraded/upgraded automatically via Skype for Business and/or Office365?

Resolution:For Skype for Busines please download, unpack and import the attached LyncProvisionDeviceParams. For Skype for Business Online / O365 in addition please set the EnableDeviceUpdate to false as explained => here <=

downgrades the software:

 

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 7
Occasional Visitor

Re: TRIO 8800 Office 365 Login Not Working

Hi,

 

I've upgraded to 5.9.0.10869 successfully with the instructions you sent.

 

Phone Backup is also attached.

 

Now Web Interface > Settings > Skype for Business Sign In is stuck on "Singing in to Skype for Business". 

Polycom Employee & Community Manager

Re: TRIO 8800 Office 365 Login Not Working

Hello @i2dau ,

 

welcome back to the Poly Community.

 

Looking through the attached backup I can see:

 

reg.1.auth.domain="littleprojects.com.au"

The above is not a value I would expect.

 

Please factory default the unit, load the above to prevent O365 to provision the Phone, Enable the Web Interface and do not make any other changes and only sign into Skype for Business using:

 

  • Settings > Skype for Business Sign In

 

Example:

 

Jul 13, 2016 Question:How do I sign into an O365 account?

Resolution:Please check => here <=

 

or

 

Sep 30 2014 Question:Can I sign into Skype for Business using the Web Interface?

Resolution: Please check => here <=

 

If this all fails please work with Ingram Micro (Australia) as they sold the unit back in 22/06/2017

 

They are your Tier 1 support and they can open a PPI/Pay Per Incident Ticket for you with Poly.


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 6 of 7
Occasional Visitor

Re: TRIO 8800 Office 365 Login Not Working

So I've found the root cause of this.

 

Our ISP have given us an auto provision script. The SIP credentials for this are stored on Line 1 of the Polycom device.

 

When I try logging into Skype for Business / Exchange it also saves / writes to Line 1. 

 

I've asked the ISP to give me the SIP details so I can use them on Line 2, instead of using their Auto Provision script.

 

They've escalated to Polycom on how to overcome this as they want their customers to only use the Auto Provision script, but not make it break the Skype for Business functionality. 

Message 7 of 7