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Trio 8800 that has been Signing in to SFB Online for months stopped working

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Occasional Advisor

Trio 8800 that has been Signing in to SFB Online for months stopped working

I have a Trio 8800 running the latest OS that will not log into Office 365. It has worked for weeks and then stopped. I tried a software update but still no joy. Any assistance would be appreciated.

 

Craig

 

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Phone Information

 

Phone ModelRealPresence Trio 8800Part Number3111-65290-001 Rev:AMAC Address00:04:F2:FD:80:68Wi-Fi MAC Address00:04:F2:FD:80:69Bluetooth MAC Address00:04:F2:FD:80:6AIP Address10.10.12.229UC Software Version5.4.4.7609Updater SignatureReleaseSystem NameCCLARGECONFERENCERM

 

Log Information

 

0111120917|cfg |5|00|Prm|Parameter reg.x.auth.useLoginCredentials requested type 2 but is of type 7
0111120917|so |4|00|[soRegistrationC] Login Credentials valid causing SoRegEventLine Changed
0111120922|app1 |*|00|SoRegistrationEventLineChanged - success lineIndex 0 RegListSize 0
0111120922|app1 |*|00|SoRegistrationEventLast - new AppRegLineC, szUser = cclargeconferenceroom@optimityadvisors.com
0111120922|cfg |5|00|Prm|Parameter attendant.reg requested type 2 (SInt) but is of type 0 (UInt)
0111120922|usbpp|4|00|[PpsUsbC]: OnEvReg Accepted
0111120922|sip |*|00|Sip Register Usr:cclargeconferenceroom@optimityadvisors.com Dsp:cclargeconferenceroom Auth:'Using Login Cred' Inx:0
0111120922|utilm|4|00|uBLFUnCompressed: File /data/polycom/ffs0/Config/Local/WebTicket/0/fedContactUrl.dom doesn't exist or is empty
0111120922|cfg |4|00|Prov|[CfgLyncSipSrvDiscover::cbFoundOption] Invalid STS-URI: '://:'
0111120925|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'optimityadvisors.com' found no records
0111120925|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'optimityadvisors.com' found no records
0111120925|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'optimityadvisors.com' found no records
0111120925|sip |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'sipinternal.optimityadvisors.com' found no records
0111120925|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'sipinternal.optimityadvisors.com' found no records
0111120925|sip |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'sipexternal.optimityadvisors.com' found no records
0111120925|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'sipexternal.optimityadvisors.com' found no records
0111120925|sip |*|00|Sip Register Usr:cclargeconferenceroom@optimityadvisors.com Dsp:cclargeconferenceroom Auth:'Using Login Cred' Inx:0
0111120925|utilm|4|00|uBLFUnCompressed: File /data/polycom/ffs0/Config/Local/WebTicket/0/fedContactUrl.dom doesn't exist or is empty
0111120925|cfg |4|00|Prov|[CfgLyncSipSrvDiscover::cbFoundOption] Invalid STS-URI: '://:'
0111120926|cfg |4|00|Prov|CfgDhcpInformControl::ExtractOptions: DHCP ACK message failed initial validation. Skipping parsing of DHCP options.
0111120929|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'optimityadvisors.com' found no records
0111120929|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'optimityadvisors.com' found no records
0111120929|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'optimityadvisors.com' found no records
0111120929|sip |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'sipinternal.optimityadvisors.com' found no records
0111120929|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'sipinternal.optimityadvisors.com' found no records
0111120929|sip |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'sipexternal.optimityadvisors.com' found no records
0111120929|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'sipexternal.optimityadvisors.com' found no records
0111120930|sip |4|00|CTcpSocket::Abandon - TLS Listen Thread has exited. Process further to abandon this socket
0111120930|sip |4|00|CTcpSocket::Abandon connected socket. Send Message 0x41297e88
0111120930|sip |4|00|SSL_get_error Error code=5,rc(0)
0111120930|sip |4|00|TLS Listen Thread Exit
0111120930|utilm|4|00|uBLFUnCompressed: File /data/polycom/ffs0/Config/Local/WebTicket/0/ntlm.dom doesn't exist or is empty
0111120930|tickt|4|00|soWebTicketUserCertGetLocal: STS 'https://webpoolDM10B05.infra.lync.com:443/CertProv/CertProvisioningService.svc' != 'https://webpoolbl20b05.infra.lync.com:443/CertProv/CertProvisioningService.svc'
0111120930|sip |4|00|Return false on TLS-DSK parse due to user Match with serverMisMatch WebTicket
0111120930|sip |4|00|CTcpSocket::Abandon - TLS Listen Thread has exited. Process further to abandon this socket
0111120930|sip |4|00|CTcpSocket::Abandon connected socket. Send Message 0x4129a9a8
0111120930|cfg |4|00|RT|SIP is setting Login Credentials to invalid
0111120930|so |4|00|[soRegistrationC] Login Credentials invalid causing SoRegEventLine Deleted
0111120930|cfg |5|00|Prm|Parameter device.lync.timeZone requested type 7 (Bool) but is of type 1 (UIntNull)
0111120930|cfg |5|00|Prm|Parameter device.lync.timeZone requested type 7 (Bool) but is of type 1 (UIntNull)
0111120930|sip |4|00|Registration failed User: cclargeconferenceroom, Error Code:480 Temporarily not available
0111120930|btoe |4|00|PC port status is Down. Can not start BToE manager
0111120930|sip |4|00|SSL_get_error Error code=5,rc(0)
0111120930|sip |4|00|TLS Listen Thread Exit
0111120935|usbpp|4|00|[PpsUsbC]: OnEvReg Accepted
0111120935|app1 |*|00|SoRegistrationEventLineDeleted - new AppRegLineC, Default user
0111120935|usbpp|4|00|[PpsUsbC]: OnEvReg Accepted
0111120935|sip |*|00|Sip UnRegister Usr:cclargeconferenceroom@optimityadvisors.com Dsp:cclargeconferenceroom Auth:'' Inx:0
0111120935|sip |*|00|SipUserRemove: user 0 being removed.
0111120935|sip |*|00|Sip Register Usr:Trio8800 Dsp:RealPresence Trio 8800 Auth:'Using Login Cred' Inx:0
0111120935|sip |*|00|Sip Register Usr:Trio8800 Dsp:RealPresence Trio 8800 Auth:'Using Login Cred' Inx:0
0111120940|sip |*|00|User removed
0111121846|so |4|00|No server to upload 2 core files to
0111123755|copy |4|00|Configuration of URL failed
0111123755|cfg |4|00|Prov|Could not download file 0004f2fd8068-web.cfg
0111123755|cfg |4|00|Prov|Uploading phoneWeb.cfg failed
0111123755|cfg |4|00|Prov|Update configuration failed

 

 

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

Re: Trio 8800 that has been Signing in to SFB Online for months stopped working

Hello Craig0Thomas,

welcome back to the Polycom Community.

 

0111120929|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'optimityadvisors.com' found no records
0111120929|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'optimityadvisors.com' found no records
0111120929|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'optimityadvisors.com' found no records
0111120929|sip |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'sipinternal.optimityadvisors.com' found no records
0111120929|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'sipinternal.optimityadvisors.com' found no records
0111120929|sip |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'sipexternal.optimityadvisors.com' found no records
0111120929|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'sipexternal.optimityadvisors.com' found no records
0111120930|sip |4|00|CTcpSocket::Abandon - TLS Listen Thread has exited. Process further to abandon this socket
0111120930|sip |4|00|CTcpSocket::Abandon connected socket. Send Message 0x41297e88
0111120930|sip |4|00|SSL_get_error Error code=5,rc(0)
0111120930|sip |4|00|TLS Listen Thread Exit

As you can see DNS and TLS errors.

 

You can try and troubleshoot this yourselve via:

 

  • Settings > Logging > Global Log Level Limit > Debug
  • Settings > Logging > Module Log Level Limits > SIP > Debug

The next step is to work with SCANSOURCE COMMUNICATIONS who sold the Trio back in 26/02/2016 just as already outlined as next action for your other Trio => 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

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 2 of 4
Highlighted
Occasional Advisor

Re: Trio 8800 that has been Signing in to SFB Online for months stopped working

Thanks for identifying the issues as being TLS and DNS related. Can you please point me to THE complete and detailed documentation for the proper setup and configuration of a Polycom Trio 8800 with Office 365 and SFB online? The fact that the unit has worked without issued for quite some time and has now stopped would suggest that Microsoft has changed the security of SFB Online and requires additional settings in your device to work as the NTP settings became an issue in the past that you helped with.

 

With regards to my Scansource communications, it is very confusing. I purchased these units from two different Polycom resellers but you are telling me that support is from a different but same third party. How is this possible? If that is the case, how do I get support from them when they have no mechanism to do this? 

 

Craig

Message 3 of 4
Highlighted
Polycom Employee & Community Manager

Re: Trio 8800 that has been Signing in to SFB Online for months stopped working

Hello Craig,

The community's VoIP FAQ contains this post here:

 

Mar 8, 2012 Question: What kind of support should I expect from the Community?
Clarification: Please check => here <=

The above outlines the community guidelines.

 

By providing your MAC address I can lookup who your reseller is from a Polycom perspective. Only these resellers can open cases with Polycom support.

 

There are a few value added resellers that can do this in addition but most likely the two different companies you purchased the Trio from may not be able to do this.

 

Therefore to avoid a lengthy process for you trying to open a ticket with Polycom support and being told to contact Scansource I cut out the middle man.

 

Scansource is your Tier 1 support and can open a Ticket for you. They can work with us and we usually work via them but we may contact you directly.

 

This is how it always worked and the way it will work for you.

 

There is nothing else that needs to be changed on the Trio to work with Office 365 / SFB online and once you lowered the log levels and maybe fixed the DNS / TLS issue contact Scansource.


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 4