Plantronics + Polycom. Now together as Poly Logo

Trio 8800 auto logs out

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 6
5 REPLIES 5
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




<======== 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 6
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 6
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




<======== 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 6
Occasional Advisor

Re: Trio 8800 auto logs out

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

 

Message 5 of 6
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




<======== 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 6