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Trio 8800 will not show calendar meetings for one touch join

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Visitor

Trio 8800 will not show calendar meetings for one touch join

Basic setup information:

We are an Office 365 customer and there is a 365 E3 license assigned to the mailbox the system is logged in with. It has an exchange mailbox and skype for business license assigned. Skype works perfectly. Can read address book, dial users, make calls, be part of multiple person calls. All good.

For some reason the phone will not get the calendar downladed and offer the one touch join button for meetings. Phone configuration and details below. I have been thorugh firmware updates, exchange configuration, password changes, and all the normal things I can think of but whatever I do the phone reports "EWS Not Deployed" in the Skype for Business status page.

 

Any questions or suggestions for how to resolve this would be appreciated.

 

Phone Information

Phone Model Trio 8800

Part Number 3111-65290-001 Rev:A UC

Software Version 5.8.0.15024

 

Skype for Business Status

EWS Information EWS not deployed

Email {blank}

Configured Exchange URL {blank}

EWS Internal URL {blank}

EWS External URL {blank}

Exchange Calendar Not Available

Exchange Call logs Not Available

Exchange Voicemail Not Available

Exchange Outlook Contacts Not Available

Server Missed Call Status Not Available

 

Exchange application Settings:

Exchange Calendar Enable
AutoDiscover Enable
Exchange Server {blank}
Reminder Enable
Meeting Reminder Sound Disable
Require PIN to Join Private Meetings Disable
Multiple Calendar Events Enable

My opinions are my own. I may be asking for help for my company though :)
Message 1 of 8
7 REPLIES 7
Polycom Employee & Community Manager

Re: Trio 8800 will not show calendar meetings for one touch join

Hello @DavidIrwin ,

 

welcome to the Polycom Community.

Both the community's Must Read First and the community's 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,Skype for Business Online, Skype for Business on Premise, Lync)
  • Additional Polycom 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 Polycom 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 a 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.

 

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

Resolution: Have a look => here <=

 

We would need to see some sort of log in order to try and help. A backup would also allow us to verify some details.


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".

This 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 may be answered on weekends, bank holidays or personal holidays.
Message 2 of 8
Visitor

Re: Trio 8800 will not show calendar meetings for one touch join

Thank you for your response.

 

I have looked through the document you linked and all of the articles seem to relate to initial provisioning to SIP or sign-in issues. All of these processes appear to be working successfully on our device (see attachment showing Skype for Business status) but the EWS will not connect

In the log file I am seeing the following:

0221151700|app1 |4|00|[AppExchangeUiC::populateAutoDiscoverUrl] Internal & External EWS url's are empty
0221151700|cfg  |5|00|Prm|Parameter exchange.error.retryCount requested type 0 (UInt) but is of type 2 (SInt)
0221151700|cfg  |5|00|Prm|Parameter exchange.error.retryPeriod requested type 0 (UInt) but is of type 2 (SInt)
0221151700|cfg  |5|00|Prm|Parameter exchange.ADerror.retryCount requested type 0 (UInt) but is of type 2 (SInt)
0221151700|cfg  |5|00|Prm|Parameter exchange.ADerror.retryPeriod requested type 0 (UInt) but is of type 2 (SInt)
0221151700|app1 |4|00|[AppExchangeUiC::populateAutoDiscoverUrl] Internal & External EWS url's are empty
0221151700|cfg  |5|00|Prm|Parameter exchange.pollInterval requested type 2 (SInt) but is of type 0 (UInt)

I have also confirmed certificates are working OK

0221161125|curl |3|00|Server certificate:
0221161125|curl |3|00|	 subject: CN=*.online.lync.com
0221161125|curl |3|00|	 start date: 2018-01-30 17:06:22 GMT
0221161125|curl |3|00|	 expire date: 2019-07-30 17:06:22 GMT
0221161125|curl |3|00|	 issuer: C=US, ST=Washington, L=Redmond, O=Microsoft Corporation, OU=Microsoft IT, CN=Microsoft IT TLS CA 5
0221161125|curl |3|00|	 SSL certificate verify ok.

I have seen with CURL logging set to DEBUG that the unit is repeatedly connecting to an odd addres trying to retrieve a wpad.dat file but cannot see anywhere to turn this off. The device has direct access to all services without need for a proxy so this should not have any effect.

0221161751|curl |3|00|About to connect() to 184.168.221.47 port 80 (#0)
0221161751|curl |3|00|  Trying 184.168.221.47... 
0221161751|curl |3|00|the local port callback returned 0
0221161751|curl |3|00|Local port: 16811
0221161751|curl |3|00|Connected to 184.168.221.47 (184.168.221.47) port 80 (#0)
0221161751|curl |1|00|HEADER_OUT: GET /wpad.dat HTTP/1.1
...
0221161751|curl |1|00|HEADER_IN : HTTP/1.1 302 Found
0221161751|curl |1|00|HEADER_IN : Connection: close
0221161751|curl |1|00|HEADER_IN : Pragma: no-cache
0221161751|curl |1|00|HEADER_IN : cache-control: no-cache
0221161751|curl |1|00|HEADER_IN : Location: /KcjcZ/wpad.dat
0221161751|curl |1|00|HEADER_IN : 
0221161751|curl |0|00|DATA_IN   : Data of len 0 not displayed
0221161751|curl |3|00|Closing connection #0
0221161751|curl |3|00|Issue another request to this URL: '** not displayed **'
0221161751|curl |3|00|timeout on name lookup is not supported

Thanks

My opinions are my own. I may be asking for help for my company though :)
Visitor

Re: Trio 8800 will not show calendar meetings for one touch join

Log attached (note CURL was logging at DEBUG for part of that log). The forum will not allow a backup to be attached.

 

If you need more please ask.

 

David

My opinions are my own. I may be asking for help for my company though :)
Message 4 of 8
Polycom Employee & Community Manager

Re: Trio 8800 will not show calendar meetings for one touch join

Hello @DavidIrwin ,

 

My initial reply explains how to attach a backup. The issue is your Skype for Business Environment is not setup correcly or we would be able to autodiscover the Exchange EWS.

 

This is standard Microsoft so instructions can be found using Google. You can also work with Microsoft on this.

 

You could try and set it manually for now via Settings > Applications > Exchange Applications > Exchange Server URL

 

The next step would be to open a ticket.


In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you.

End Customers are unable to open a ticket directly with Polycom support.

 

Siphon Networks Ltd sold this Trio back in 28/12/2017

If the unit is no longer within 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

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".

This 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 may be answered on weekends, bank holidays or personal holidays.
Message 5 of 8
Visitor

Re: Trio 8800 will not show calendar meetings for one touch join

Thank you for the response.

 

I have done an AutoDiscover test on this account and received the below response; I have extracted what I think is the relevant item:

 

     <Protocol>
        <Type>EXHTTP</Type>
        <Server>outlook.office365.com</Server>
        <SSL>On</SSL>
        <AuthPackage>Basic</AuthPackage>
        <ASUrl>https://outlook.office365.com/EWS/Exchange.asmx</ASUrl>
        <EwsUrl>https://outlook.office365.com/EWS/Exchange.asmx</EwsUrl>
        <EmwsUrl>https://outlook.office365.com/EWS/Exchange.asmx</EmwsUrl>

Which shows EWS is enabled with Basic Auth so I believe the PolyCom unit should be able to discover this setting. Is there a logging level I can enable to show exactly what AutoDiscover values the unit is receiving?

 

I have also verified the same test for the mailbox used by our PolyCom RealPresence Group 500 system which works perfectly. ALl of the values returned are identical with the exception of the DisplayName, SMTP Addres and unique mailbox identifiers.

 

Full AutoDiscover result below.

 

Kind Regards

 

David

 

<?xml version="1.0" encoding="utf-8"?>
<Autodiscover xmlns="http://schemas.microsoft.com/exchange/autodiscover/responseschema/2006">
  <Response xmlns="http://schemas.microsoft.com/exchange/autodiscover/outlook/responseschema/2006a">
    <User>
      <DisplayName>LDN London Video Conferencing</DisplayName>
      <LegacyDN>/o=ExchangeLabs/ou=Exchange Administrative Group (FYDIBOHF23SPDLT)/cn=Recipients/cn=2a5b58dbc5b34aafba8b7f3168146d57-London Vide</LegacyDN>
      <AutoDiscoverSMTPAddress>LDNVideoConferencing@buzzbingo.com</AutoDiscoverSMTPAddress>
      <DeploymentId>543f3b9c-139f-47d3-9307-83a4c25317de</DeploymentId>
    </User>
    <Account>
      <AccountType>email</AccountType>
      <Action>settings</Action>
      <MicrosoftOnline>True</MicrosoftOnline>
      <ConsumerMailbox>False</ConsumerMailbox>
      <Protocol Type="mapiHttp" Version="1">
        <MailStore>
          <ExternalUrl>https://outlook.office365.com/mapi/emsmdb/?MailboxId=16da03b7-a479-4924-a5cd-26c9031c22e2@buzzbingo.com</ExternalUrl>
        </MailStore>
        <AddressBook>
          <ExternalUrl>https://outlook.office365.com/mapi/nspi/?MailboxId=16da03b7-a479-4924-a5cd-26c9031c22e2@buzzbingo.com</ExternalUrl>
        </AddressBook>
      </Protocol>
      <Protocol>
        <Type>WEB</Type>
        <Internal>
          <OWAUrl AuthenticationMethod="LiveIdFba, OAuth">https://outlook.office365.com/owa/</OWAUrl>
          <Protocol>
            <Type>EXCH</Type>
            <ASUrl>https://outlook.office365.com/EWS/Exchange.asmx</ASUrl>
          </Protocol>
        </Internal>
        <External>
          <OWAUrl AuthenticationMethod="Fba">https://outlook.office365.com/owa/buzzbingo.com/</OWAUrl>
          <Protocol>
            <Type>EXPR</Type>
            <ASUrl>https://outlook.office365.com/EWS/Exchange.asmx</ASUrl>
          </Protocol>
        </External>
      </Protocol>
      <Protocol>
        <Type>EXHTTP</Type>
        <Server>outlook.office365.com</Server>
        <SSL>On</SSL>
        <AuthPackage>Basic</AuthPackage>
        <ASUrl>https://outlook.office365.com/EWS/Exchange.asmx</ASUrl>
        <EwsUrl>https://outlook.office365.com/EWS/Exchange.asmx</EwsUrl>
        <EmwsUrl>https://outlook.office365.com/EWS/Exchange.asmx</EmwsUrl>
        <SharingUrl>https://outlook.office365.com/EWS/Exchange.asmx</SharingUrl>
        <EcpUrl>https://outlook.office365.com/owa/</EcpUrl>
        <EcpUrl-um>?path=/options/callanswering</EcpUrl-um>
        <EcpUrl-aggr>?path=/options/connectedaccounts</EcpUrl-aggr>
        <EcpUrl-mt>options/ecp/PersonalSettings/DeliveryReport.aspx?rfr=olk&amp;exsvurl=1&amp;IsOWA=&lt;IsOWA&gt;&amp;MsgID=&lt;MsgID&gt;&amp;Mbx=&lt;Mbx&gt;&amp;realm=buzzbingo.com</EcpUrl-mt>
        <EcpUrl-ret>?path=/options/retentionpolicies</EcpUrl-ret>
        <EcpUrl-sms>?path=/options/textmessaging</EcpUrl-sms>
        <EcpUrl-photo>?path=/options/myaccount/action/photo</EcpUrl-photo>
        <EcpUrl-connect>?path=/options/socialnetworks&amp;ignore1=&lt;Action&gt;&amp;ignore2=&lt;Provider&gt;</EcpUrl-connect>
        <EcpUrl-tm>options/ecp/?rfr=olk&amp;ftr=TeamMailbox&amp;exsvurl=1&amp;realm=buzzbingo.com</EcpUrl-tm>
        <EcpUrl-tmCreating>options/ecp/?rfr=olk&amp;ftr=TeamMailboxCreating&amp;SPUrl=&lt;SPUrl&gt;&amp;Title=&lt;Title&gt;&amp;SPTMAppUrl=&lt;SPTMAppUrl&gt;&amp;exsvurl=1&amp;realm=buzzbingo.com</EcpUrl-tmCreating>
        <EcpUrl-tmEditing>options/ecp/?rfr=olk&amp;ftr=TeamMailboxEditing&amp;Id=&lt;Id&gt;&amp;exsvurl=1&amp;realm=buzzbingo.com</EcpUrl-tmEditing>
        <EcpUrl-extinstall>?path=/options/manageapps</EcpUrl-extinstall>
        <OOFUrl>https://outlook.office365.com/EWS/Exchange.asmx</OOFUrl>
        <UMUrl>https://outlook.office365.com/EWS/UM2007Legacy.asmx</UMUrl>
        <OABUrl>https://outlook.office365.com/OAB/773c54e9-971a-4243-a7f3-97e188f36034/</OABUrl>
        <ServerExclusiveConnect>On</ServerExclusiveConnect>
      </Protocol>
    </Account>
  </Response>
</Autodiscover>
My opinions are my own. I may be asking for help for my company though :)
Message 6 of 8
Polycom Employee & Community Manager

Re: Trio 8800 will not show calendar meetings for one touch join

Hello @DavidIrwin ,

 

The FAQ contains a Exchange Section with the following:

 

Trio:

 

  • Settings > Logging > Global Settings > Global Log Level Limit > Set to DEBUG
  • Settings > Logging > Log File Size (Kbytes) > 10240
  • Settings > Logging > Module Log Level Limits > CURL  > Set to DEBUG
  • Settings > Logging > Module Log Level Limits > Presentation > Set to DEBUG
  • Settings > Logging > Module Log Level Limits > SIP > Set to DEBUG

The above should outline any errors the device occurs.

 

As already outlined you have these choices:

 

  • Keep posting logs here and hope a community member will help you
  • Manually configure the EWS URl as outlined
  • Open a PPI ticket via the Reseller stated

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".

This 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 may be answered on weekends, bank holidays or personal holidays.
Message 7 of 8
Visitor

Re: Trio 8800 will not show calendar meetings for one touch join

Thank you

I have manually configured the EWS URL and the system is now downloading calendar events so it does work. I will continue to try and understand why the AutoDiscover is not working using the logging. If I have any success I will post a follow up.

Thank you for your assistance.

 

Davud

My opinions are my own. I may be asking for help for my company though :)
Message 8 of 8