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Trio 8800 auto logs out

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Occasional Advisor

Trio 8800 auto logs out

Hello,


We have some Trios 8800's around 20 of them some auto logout over night we've talked to Polycom support and no resolve. We are running 5.5.2.11338 any suggestions?

 

We run Skype for Buisness Online in the cloud. 

Message 1 of 8
7 REPLIES 7
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Polycom Employee & Community Manager

Re: Trio 8800 auto logs out

Hello @technicholas,

welcome back to the Polycom Community.

 

Most if not all of your old posts => here <= are still open / pending as you have not marked these as "Accept as a solution" or at least provided some form of feedback or answer.

 

Some of them asked you to open a Ticket with Polycom support. Did you ever do this and what was the Ticket reference?

 

If they are in this state nobody finding them via a community search will know if an answer or advice provided was useful and has maybe helped you.

 

Could you therefore kindly go over them and mark or answer as appropriate ?

 

If they are marked as "Accept as a solution" other users can find these easier and it helps them to utilize the community more efficiently. 

RecentlyAnswered.PNG

 

In addition for your new ticket I cannot imagine we would not want to find the root cause.

 

What is the Polycom ticket reference for this new issue?

 

Best Regards

Steffen Baier

Polycom Global Services

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Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 2 of 8
Highlighted
Occasional Advisor

Re: Trio 8800 auto logs out

Okay,

So I troubleshooted this morning a little bit more and got logs - but am still unsure the problem the phone signed itself out again last night just 1 this time - this was the CEO Trio 8800 I clicked login using the cached password that was in there from Skype and no login failed. I rebooted the phone signed in again failed. I typed the password in after it failed and it got signed in no problem. 

Case # 

 1-7575955146

Case #

1-7574397093

 

 

 

SyntaxEditor Code Snippet

1205081239|sip  |*|00|Sip Register soandso Dsp:soandso Auth:'Using Login Cred' Inx:0
1205081240|sip  |4|00|CTrans::~CTrans still holding Login Cred. Released as valid
1205081240|cfg  |4|00|RT|SIP is setting Login Credentials to valid
1205081240|sip  |4|00|TLS-DSK:soWebTicketCbFunc: Unhandled event received from webRTicket [10]
1205081243|sip  |*|00|User removed
1205081249|copy |4|00|Configuration of URL failed
1205081249|clist|4|00|dbIO::processResult:no host
1205081303|sip  |4|00|SSL_get_error Error code=5,rc(-1)
1205081303|sip  |4|00|TLS Listen Thread Exit
1205081312|sip  |4|00|SSL_get_error Error code=5,rc(-1)
1205081312|sip  |4|00|TLS Listen Thread Exit
1205081510|sip  |4|00|CTrans::~CTrans still holding Login Cred. Released as valid
1205081510|cfg  |4|00|RT|SIP is setting Login Credentials to valid
1205081510|sip  |4|00|TLS-DSK:soWebTicketCbFunc: Unhandled event received from webRTicket [10]
1205081542|sip  |4|00|SSL_get_error Error code=5,rc(-1)
1205081542|sip  |4|00|TLS Listen Thread Exit
1205081740|sip  |4|00|CTrans::~CTrans still holding Login Cred. Released as valid
1205081740|cfg  |4|00|RT|SIP is setting Login Credentials to valid
1205081740|sip  |4|00|TLS-DSK:soWebTicketCbFunc: Unhandled event received from webRTicket [10]

 

I can't get a Platform Director expert either. Hopefully you can help. 

Message 3 of 8
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Polycom Employee & Community Manager

Re: Trio 8800 auto logs out

Hello @technicholas,

The Ticket 1-7574397093 is not related to a Trio as it was raised for a RPRM.

For Ticket 1-7575955146 our Tier 2 support already provided you with details how to change the logging levels.

 

As the above logs do not show these suggested levels I am unable to tell you anymore. In addition you only decided to show us a portion of these so there may be additional errors.

 

Please work this ticket with our Tier 2 team and provide an update here once this is resolved.


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

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 4 of 8
Highlighted
Occasional Advisor

Re: Trio 8800 auto logs out

I imported that into the phone and it error'd out. 

 

Message 5 of 8
Highlighted
Polycom Employee & Community Manager

Re: Trio 8800 auto logs out

Hello @technicholas,

 

try this via the Web Interface:

 

Settings > Logging > Global Settings > Global Log Level Limit > Debug
Settings > Logging > Global Settings > Global Log Level Limit > Log File Size (Kbytes) > 10000
Settings > Logging > Module Log Level Limits > SIP > Debug
Settings > Logging > Module Log Level Limits > DNS > Debug
Settings > Logging > Module Log Level Limits > Exchange Client > Debug
Settings > Logging > Module Log Level Limits > Tickt > Debug

Please provide these to our support team.

 

Best Regards

 

Steffen Baier

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 6 of 8
Highlighted
Frequent Visitor

Re: Trio 8800 auto logs out

Hello There,

 

Any feedback of this issue. I have the same one. Please let me know what was the outcome of this.

 

Thanks.

Message 7 of 8
Polycom Employee & Community Manager

Re: Trio 8800 auto logs out

Hello @Juan Carlos Arce ,

 

Welcome to the Poly Community. You responded to a post that is over 2 years old.

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:

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 posts.

 

As stated throughout the original post we would need to see some sort of log and know the basic information required for every post.

 

Alternatively please open a ticket.


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. Available End User Poly services offerings are detailed here

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

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 8 of 8