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Trio logs-out/signs out of Microsoft Teams almost daily

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Occasional Advisor

Trio logs-out/signs out of Microsoft Teams almost daily

Hello- 

 

We are using Trio 8800 in Audio-only mode.

 

Everything works fine, but almost daily the Teams user logs out. 

 

I have 5 Trio's, and they all do the same exact thing. 

 

It causes my users to keep grabbing me to enter the password and sign back in

 

How do I resolve this????

Message 1 of 7
6 REPLIES 6
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Polycom Employee & Community Manager

Re: Trio logs-out/signs out of Microsoft Teams almost daily

Hello @MarcusS ,

 

Welcome back to the Poly Community.

 

We are aware of this issue and this needs to be worked by our partner Microsoft

 

July 31. 2019 Question: How can I report Issues with Teams running on a Poly Trio in Native mode?

Resolution: Please collect the Logs as shown here => here <=  and submit them to our Partner Microsoft. You will need to work with Microsoft for this via the explained method >here<

 

The Teams Android Application running on the Poly Trio is supplied and maintained by Microsoft.


We have had similar reports and you can quote Microsoft Support Ticket #:16653358


Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

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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 7
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Polycom Employee & Community Manager

Re: Trio logs-out/signs out of Microsoft Teams almost daily

Hello @MarcusS ,

 

In order to help our Partner Microsoft with this could you kindly download the following when this happens:

 

- Diagnostics > View & Download Logs > System Log > Export

 

The Messages Logs within should contain a line similar to this:

 

 

09-24 15:52:18.010 I/AuthorizationService_GetPrimaryResourceTokenAction( 1272): ProcessId: 1272, Thread: main, #executeAuthRequest() TaskUtilities.runOnBackgroundThread() network state: true
09-24 15:52:18.010 I/AuthorizationService_GetPrimaryResourceTokenAction( 1272): ProcessId: 1272, Thread: main, Showing force login prompt to the user. User logged in already: true.
09-24 15:52:18.020 I/AuthorizationService_GetPrimaryResourceTokenAction( 1272): ProcessId: 1272, Thread: main, redirect uri: msauth://com.microsoft.skype.teams.ipphone/fcg80qvoM1YMKJZibjBwQcDfOno%3D
09-24 15:52:18.060 I/AuthorizationService_GetPrimaryResourceTokenAction( 1272): ProcessId: 1272, Thread: main, Queued AAD request - Interactive flow

 

 

Questions to help Microsoft:

 

  • How often does this happen?
  • How long does it stay in a good state before a failure? Is there a pattern to that?
  • Does it happen after a certain event like a reboot, overnight, certain meetings, etc.?
  • Is it 100% of the Trios that have seen the issue and if not is it always the same Trio(s)
  • If the password is input does the phone work properly for a period of time?

 

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 3 of 7
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Occasional Advisor

Re: Trio logs-out/signs out of Microsoft Teams almost daily

Hi - Is there any new information on this?

 

I was hoping maybe a firmware update over time would correct.

 

All of my phones sign-out almost daily.

Message 4 of 7
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Polycom Employee & Community Manager

Re: Trio logs-out/signs out of Microsoft Teams almost daily

Hello @MarcusS 

 

we do not know what firmware you are running at present so we cannot comment.

 

Before Christmas, we released UC Software 5.9.2 Rev AA which should have addressed known issues and also updated the Native Teams app on the Trio.

 

July 31. 2019 Question: How can I report Issues with Teams running on a Poly Trio in Native mode?

Resolution: Please collect the Logs as shown here => here <=  and submit them to our Partner Microsoft. You will need to work with Microsoft for this via the explained method >here<.

 

The next step would be opening a ticket with our Partner Microsoft.

 

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 5 of 7
Highlighted
Occasional Advisor

Re: Trio logs-out/signs out of Microsoft Teams almost daily

Thanks-

 

I was running 5.9.0.xxx

 

I am upgrading to 5.9.2 currently

Message 6 of 7
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Occasional Visitor

Re: Trio logs-out/signs out of Microsoft Teams almost daily

Hi MarcusS,

Any luck finding solution for this issue.

We deployed 30 TRIO 8500, it was ok with SFB mode, but Teams mode is killing us.

Spending too much time on resigning into these phones.

MS has been able to even scratch the surface of this issue

Message 7 of 7