Plantronics + Polycom. Now together as Poly Logo

Trio 8800 - Unable to sign into Skype for Business

SOLVED
Occasional Contributor

Trio 8800 - Unable to sign into Skype for Business

Dear support and community,

 

we have one Trio 8800 on our second site working with Office365 Skype for Business.

As part of a exchange of our currently used VideoConference devices we enrolled a second device for that site.

 

Here at our home site the new Trio 8800 worked fine.

As we brought the device to the second site, login to Skype for Business was not possible.

Both devices have the same OS-Version (5.5.2.11217) and the same configuration (except different IPs). I also tried the same Skype Account, but the login on the new second device does not work.

 

I've read through your admin guide and looked at the FAQs, but no solution there.

 

Here are some log information and attached is a larger log file. I thought that the DNS messages should mention something, but as i mentioned, both devices are set up the same.

1015144154|sip  |3|00|CreateFailOverProxyList : 'Auto Discovery' 0 DHCP servers received
1015144154|sip  |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'steuler.de' found no records
1015144154|sip  |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'steuler.de' found no records
1015144154|sip  |1|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList for 'steuler.de' port 0 returned 1 results
1015144154|sip  |1|00|doDnsListLookup(tls): result 0 '52.112.192.139' port 443 isInBound 0
1015144154|sip  |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'steuler.de' found no records
1015144154|sip  |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'sipinternal.steuler.de' found no records
1015144154|sip  |1|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList for 'sip.steuler.de' port 443 returned 1 results
1015144154|sip  |1|00|doDnsListLookup(tls): result 0 '52.112.192.139' port 443 isInBound 0
1015144154|sip  |3|00|CreateFailOverProxyList : 'Auto Discovery' for 'steuler.de' port 0 index 0 has domain 'sipdir.online.lync.com' IP '52.112.192.139' on tls port 443
1015144154|sip  |3|00|CreateFailOverProxyList : 'Auto Discovery' for 'steuler.de' port 0 index 1 has domain 'sip.steuler.de' IP '52.112.192.139' on tls port 443
1015144154|sip  |2|00|CreateFailOverProxyList : Exit 'Auto Discovery' lookup with 2 IP Addresses
1015144154|sip  |2|00|CreateFailOverProxyList result: IP 1 is '52.112.192.139' on tls port 443
1015144154|sip  |2|00|CreateFailOverProxyList result: IP 2 is '52.112.192.139' on tls port 443
1015144154|sip  |1|00|CTrans:: SendCommand | this=0x4144c948, bVQMonMessage=0, m_pCall->m_pUser->m_bOBFailOverReRegOn=0, m_pCall->m_pUser->m_bVQMonFailoverEnabled=1
1015144154|sip  |1|00|CTcp::Send(TLS) entry for address 52.112.192.139 port 443 can Connect 1 canFailOver 0
1015144154|sip  |1|00|CTcp::Send(TLS) address 52.112.192.139 port 443 can Connect 1
1015144154|sip  |2|00|CTcpSocket::CTcpSocket entry m_bIsTcpPersistentConnection 0, Inbound 0 Timeout 120 this 0x4144da28
1015144154|sip  |3|00|Open socket 244(0x4144da28)
1015144154|sip  |1|00|SetRemoteAddress set SND BUF to 64000 OK
1015144154|sip  |1|00|SetRemoteAddress set SEND TIMEOUT to 100ms OK
1015144154|sip  |3|00|SetRemoteAddress OK on try 1 nPort 63555 0x4144da28
1015144154|sip  |1|00|Task name tTCPCnt244
1015144154|sip  |1|00|CTcp::Send(TLS) exit for address 52.112.192.139 port 443 can Connect 1 status 1 canFailOver 0 FoundSocket 0
1015144154|sip  |2|00|adjustRetransWhenTimerCreated UA Client Non-INVITE REGISTER state 'callingTrying' timeout=65 (0x4144c948)
1015144154|sip  |3|00|CTcpSocket::ConnectThreadLocal. Trying to connect IP 52.112.192.139:443
1015144159|sip  |4|00|Failed to connect to [52.112.192.139:443] : Error[Operation now in progress]
1015144159|sip  |3|00|CTcpSocket::ConnectThreadLocal failed to 52.112.192.139:443 : Error[Operation now in progress]
1015144159|sip  |1|00|MsgSipTcpSocketStatus socket 244 status 0 m_bIsReconnectNeeded 0
1015144159|sip  |2|00|CTcpSocket::OnSocketStatus socket 244(0x4144da28) bStatus 0
1015144159|sip  |3|00|CTcpSocket::~CTcpSocket socket 244   entry for 0x4144da28
1015144159|sip  |3|00|CTrans::TCPFail workingServer 1 -> 2 0x4144c948
1015144159|sip  |2|00|CTrans:: SendCommand | ProxyList NOT empty.
1015144159|sip  |1|00|CTrans:: SendCommand | this=0x4144c948, bVQMonMessage=0, m_pCall->m_pUser->m_bOBFailOverReRegOn=0, m_pCall->m_pUser->m_bVQMonFailoverEnabled=1
1015144159|sip  |1|00|CTcp::Send(TLS) entry for address 52.112.192.139 port 443 can Connect 1 canFailOver 1
1015144159|sip  |1|00|CTcp::Send(TLS) address 52.112.192.139 port 443 can Connect 1
1015144159|sip  |2|00|CTcpSocket::CTcpSocket entry m_bIsTcpPersistentConnection 0, Inbound 0 Timeout 120 this 0x4144dba8
1015144159|sip  |3|00|Open socket 231(0x4144dba8)
1015144159|sip  |1|00|SetRemoteAddress set SND BUF to 64000 OK
1015144159|sip  |1|00|SetRemoteAddress set SEND TIMEOUT to 100ms OK
1015144159|sip  |3|00|SetRemoteAddress OK on try 1 nPort 61513 0x4144dba8
1015144159|sip  |1|00|Task name tTCPCnt231
1015144159|sip  |1|00|CTcp::Send(TLS) exit for address 52.112.192.139 port 443 can Connect 1 status 1 canFailOver 1 FoundSocket 0
1015144159|sip  |2|00|CTrans::InitRetrans for UA Client Non-INVITE REGISTER state 'callingTrying' Server 2 of 2 (0x4144c948)
1015144159|sip  |3|00|CTcpSocket::~CTcpSocket socket 244(0x4144da28) close
1015144159|sip  |3|00|CTcpSocket::ConnectThreadLocal. Trying to connect IP 52.112.192.139:443
1015144204|sip  |4|00|Failed to connect to [52.112.192.139:443] : Error[Operation now in progress]
1015144204|sip  |3|00|CTcpSocket::ConnectThreadLocal failed to 52.112.192.139:443 : Error[Operation now in progress]
1015144204|sip  |1|00|MsgSipTcpSocketStatus socket 231 status 0 m_bIsReconnectNeeded 0
1015144204|sip  |2|00|CTcpSocket::OnSocketStatus socket 231(0x4144dba8) bStatus 0
1015144204|sip  |3|00|CTcpSocket::~CTcpSocket socket 231   entry for 0x4144dba8
1015144204|sip  |3|00|CTrans::TCPFail workingServer 2 -> 3 0x4144c948
1015144204|sip  |3|00|UA Client Non-INVITE REGISTER trans state 'callingTrying'->'completed' by 480 resp 10 timeout(0x4144c948)
1015144204|sip  |2|00|[CTrans::ResponseProcess] REGISTER NonInv reTrans ALREADY stopped in 'completed' state at retryCount 0 code 480, timeout=10 (0x4144c948)
1015144204|sip  |1|00|CTrans:: ResponseProcess | Follow SIP logic
1015144204|sip  |1|00|Dialog 'id055481ee' State 'Trying'->'Confirmed'
1015144204|sip  |3|00|CUser::OnRegistered Entry for call 0x41585008 with expires 0 ticks Transport 'TLS' inval Method 2 RROFO 0
1015144204|sip  |3|00|CUser::NewWorkingServer user 0 oldServer 0 newServer 0 expires 0
1015144204|sip  |3|00|SipOnEvNewWorkingServer User 0, old 0, new 0, expire 0
1015144204|sip  |3|00|SipOnEvRegistrarUpdate User 0, index 0, state 0, expire 0, working 1 bIsOcs 0 prevIx -1
1015144204|sip  |3|00|CUser::HasNoCallCallInState for User Bespr.SKC-Multimedia.video,Index 0, total calls 1 state 'SubscribeAddressBook' rc 0 of type Not Applicable
1015144204|sip  |1|00|removeContactUrlForO365User: O365Enabled='0' removeContactUrlForO365User='0x0'
1015144204|sip  |3|00|CUser::HasNoCallCallInState for User Bespr.SKC-Multimedia.video,Index 0, total calls 1 state 'ServiceSoap' rc 0 of type Not Applicable
1015144204|sip  |3|00|CUser::OnRegistered m_bIsRemote 0
1015144204|sip  |1|00|Dialog 'id055481ee' State 'Confirmed'->'Terminated'
1015144204|sip  |2|00|CStkDialog::CStkDialog SetAddressLocal Config 'Bespr.SKC-Multimedia.video' <Bespr.SKC-Multimedia.video@steuler.de:0>
1015144204|sip  |2|00|CStkDialog::CStkDialog AddressLocal set to Config
1015144204|sip  |3|00|CStkDialog::SetAddressLocal localTag set to ''
1015144204|sip  |3|00|CStkDialog::SetAddressLocal new address added of 1
1015144204|sip  |2|00|CStkDialog::CStkDialog TAG 'BB2A1B84-3B70FFEF' generated
1015144204|sip  |2|00|CStkDialog::CStkDialog local addr 'Bespr.SKC-Multimedia.video' <Bespr.SKC-Multimedia.video@steuler.de:0> Tag 'BB2A1B84-3B70FFEF'
1015144204|sip  |2|00|CStkDialog::CStkDialog exit 0x29a0658 local list size 1
1015144204|sip  |2|00|CStkDialogList::CreateDialogObject localTarg usr 'Bespr.SKC-Multimedia.video' 
1015144204|sip  |3|00|Reg UAC Response: code 480 consecutive Attempts 5 baseTimeOut 10 maxTimeOut 180 exponTimeOut 320 randomTimeOut 156
1015144204|sip  |3|00|Reg UAC Response: code 480 new m_nExpire 312 m_nOverlap 0 Trans 0x4144c948
1015144204|sip  |3|00|CTcpSocket::~CTcpSocket socket 231(0x4144dba8) close
1015144204|sip  |3|00|SipStartFailOver 0

We have no clue, what could be the problem.

We had contact with our carrier and they checked all IPs from Microsoft, that they are reachable. And keep in mind that one device works at that site.

 

If you need any aditional information, i will share it with you.

 

Thank you for your help

Chris

Message 1 of 9
8 REPLIES 8
Polycom Employee & Community Manager

Re: Trio 8800 - Unable to sign into Skype for Business

Hello @Schnee,

 

welcome to the Polycom Community.


Looks pretty clear to me as a firewall / DNS issue

 

1015145015|sip  |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'steuler.de' found no records
1015145015|sip  |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'steuler.de' found no records
1015145015|sip  |1|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList for 'steuler.de' port 0 returned 1 results
1015145015|sip  |1|00|doDnsListLookup(tls): result 0 '52.112.192.11' port 443 isInBound 0
1015145015|sip  |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'steuler.de' found no records
1015145015|sip  |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'sipinternal.steuler.de' found no records
1015145016|sip  |1|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList for 'sip.steuler.de' port 443 returned 1 results
1015145016|sip  |1|00|doDnsListLookup(tls): result 0 '52.112.192.11' port 443 isInBound 0
1015145016|sip  |3|00|CreateFailOverProxyList : 'Auto Discovery' for 'steuler.de' port 0 index 0 has domain 'sipdir.online.lync.com' IP '52.112.192.11' on tls port 443
1015145016|sip  |3|00|CreateFailOverProxyList : 'Auto Discovery' for 'steuler.de' port 0 index 1 has domain 'sip.steuler.de' IP '52.112.192.11' on tls port 443
1015145016|sip  |2|00|CreateFailOverProxyList : Exit 'Auto Discovery' lookup with 2 IP Addresses
1015145016|sip  |2|00|CreateFailOverProxyList result: IP 1 is '52.112.192.11' on tls port 443
1015145016|sip  |2|00|CreateFailOverProxyList result: IP 2 is '52.112.192.11' on tls port 443
1015145016|sip  |1|00|CTrans:: SendCommand | this=0x4144c948, bVQMonMessage=0, m_pCall->m_pUser->m_bOBFailOverReRegOn=0, m_pCall->m_pUser->m_bVQMonFailoverEnabled=1
1015145016|sip  |1|00|CTcp::Send(TLS) entry for address 52.112.192.11 port 443 can Connect 1 canFailOver 0
1015145016|sip  |1|00|CTcp::Send(TLS) address 52.112.192.11 port 443 can Connect 1
1015145016|sip  |2|00|CTcpSocket::CTcpSocket entry m_bIsTcpPersistentConnection 0, Inbound 0 Timeout 120 this 0x4144da28
1015145016|sip  |3|00|Open socket 231(0x4144da28)
1015145016|sip  |1|00|SetRemoteAddress set SND BUF to 64000 OK
1015145016|sip  |1|00|SetRemoteAddress set SEND TIMEOUT to 100ms OK
1015145016|sip  |3|00|SetRemoteAddress OK on try 1 nPort 45118 0x4144da28
1015145016|sip  |1|00|Task name tTCPCnt231
1015145016|sip  |1|00|CTcp::Send(TLS) exit for address 52.112.192.11 port 443 can Connect 1 status 1 canFailOver 0 FoundSocket 0
1015145016|sip  |2|00|adjustRetransWhenTimerCreated UA Client Non-INVITE REGISTER state 'callingTrying' timeout=65 (0x4144c948)
1015145016|sip  |3|00|CTcpSocket::ConnectThreadLocal. Trying to connect IP 52.112.192.11:443
1015145021|sip  |4|00|Failed to connect to [52.112.192.11:443] : Error[Operation now in progress]
1015145021|sip  |3|00|CTcpSocket::ConnectThreadLocal failed to 52.112.192.11:443 : Error[Operation now in progress]


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 9
Occasional Contributor

Re: Trio 8800 - Unable to sign into Skype for Business

Hello @SteffenBaierUk,

 

thank you for your fast reply.

I will give that information to our network-team but can you give me some additional information, which DNS entries should be set?

 

And why does the other system work at the same IP-range with the same DNS sever set in the options?

 

Thanks

Chris

Message 3 of 9
Polycom Employee & Community Manager

Re: Trio 8800 - Unable to sign into Skype for Business

Hello @Schnee,

 

The DNS errors are not the main issue. Your Trio cannot connect to the IP highlighted.


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 9
Occasional Contributor

Re: Trio 8800 - Unable to sign into Skype for Business

Hello @SteffenBaierUK,

 

thank you for your reply.

 

Is there a way to ping or tracert from the trio device?

 

As the other device on that site with a nearly same IP adress works, i don't get it, why this device should not reach the microsoft IP adress.

 

Thanks

Chris

Message 5 of 9
Polycom Employee & Community Manager

Re: Trio 8800 - Unable to sign into Skype for Business

Hello @Schnee,

 

To use please either press the Home Key and/or select Settings => Status > Diagnostics > Network


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 9
Occasional Contributor

Re: Trio 8800 - Unable to sign into Skype for Business

Hello @SteffenBaierUK,

 

is it only possible on the device or also via webconsole?

 

Thanks

Chris

Message 7 of 9
Polycom Employee & Community Manager

Re: Trio 8800 - Unable to sign into Skype for Business

Hello @Schnee,

 

for end users this is only accessible via the Phone UI.

 

Polycom support has other options which are not exposed to end customers.


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 8 of 9
Occasional Contributor

Re: Trio 8800 - Unable to sign into Skype for Business

Hello @SteffenBaierUK,

 

thanks for the info about the tracert at the device.

We had seen through the result, that the "failed" device had problems to reach our firewall.

We changed some settings within our network and then it worked!

 

So thank you very much!

 

Best Regards

Chris

Message 9 of 9