VVX300 Logging out and back in constantly (Skype for Busines... - HP Support Community

Anonymous · ‎11-02-2017

Im currently setting up a proof of concept for a regional office to use Skype for Business as a Telephone system using CloudPBX so no on premise skype server, ive opted for Polycom VVX 300 Handsets and thought id use the BToE Application however when i do so the phone signs out of Skype For Business 5-10times an hour and then goes through the sign in process again resulting in the end user having to type in the password on the skype for business pop up saying its detected the phone.

Phone: VVX300
Version: 5.6.017325

BToE: 3.6.0

BToE mode: auto

is there anything obvious I should be checking?

Anonymous · ‎11-02-2017

------------------------------------------------------------------
| BToE APP Version 3.6.0.0 |
| BUILD DATE AND TIME: Thu Jul 13 10:31:14 2017 |
| *** Welcome to Polycom BToE Connector *** |
| This file contains the BToE Application log messages |
------------------------------------------------------------------
[11/02/17 : 13:31:14] PBC: Windows 10 AMD64 64bit
[11/02/17 : 13:31:14] PBC: Configs:Errors(1) Warnings(1) NI_Icons(1) NI_Msg(1)
[11/02/17 : 13:31:14] PBC: Configs:Playback(1) Log(3) Limit(20) IPP(0) exit(1)
*******************************************************************************
[11/02/17 : 13:31:14] PBC: SESSION SEQUENCE 1
[11/02/17 : 13:31:14] PBC: Waiting for discovery thread to exit
[11/02/17 : 13:31:14] PBC: launching the discovery thread...
[11/02/17 : 13:31:14] PBC: discovery_server: 835 Soft_device_state WAITING_FOR_CONNECTION
[11/02/17 : 13:31:14] PBC: Waiting for IP-Phone Connection(on UDP).....
[11/02/17 : 13:31:15] PBC: Received packet from 192.168.2.4(len 12)
[11/02/17 : 13:31:15] PBC: VVX MAC ID **:**:**:**:**
[11/02/17 : 13:31:15] PBC: Received VVX Version from IPP is 5.6.0
[11/02/17 : 13:31:15] PBC: Using newXmlFormat
[11/02/17 : 13:31:15] PBC: Received paircode is 0, entered paircode is 0
[11/02/17 : 13:31:15] PBC: Posting WM_DESTROY to all open Dlgs
[11/02/17 : 13:31:15] PBC: Creating an SSH tunnel (process id: 888)
[11/02/17 : 13:31:15] PBC: Started the TCP Connection....
[11/02/17 : 13:31:16] PBC ERR: btoe_network.c: 278 (start_assoc_client) TCP connect failed with error 10061
[11/02/17 : 13:31:16] PBC: Found the entry to VVX. dwState = 5
[11/02/17 : 13:31:16] PBC: Waiting for SSH Server to up on VVX, 1sec..
[11/02/17 : 13:31:18] PBC ERR: btoe_network.c: 278 (start_assoc_client) TCP connect failed with error 10061
[11/02/17 : 13:31:18] PBC: Found the entry to VVX. dwState = 5
[11/02/17 : 13:31:18] PBC: Waiting for SSH Server to up on VVX, 2sec..
[11/02/17 : 13:31:19] PBC: ** Remote IP is 192.168.2.4
[11/02/17 : 13:31:19] PBC: Final IP Address : 192.168.2.3
[11/02/17 : 13:31:19] PBC: Adapter Type: 6 Desc : Intel(R) Ethernet Connection (2) I219-LM
[11/02/17 : 13:31:19] PBC: Adapter ID : {6E2AB0FE-F870-40C0-B92C-39E85A4EF355}
[11/02/17 : 13:31:19] PBC: setConnectedInterface {6E2AB0FE-F870-40C0-B92C-39E85A4EF355}
[11/02/17 : 13:31:19] PBC: Seeking gruu from IPP
[11/02/17 : 13:31:19] PBC ERR: btoe_network.c: 466 (start_assoc_client) IP Phone not signed in, In behalf of IP-Phone Send sign in request to LC
[11/02/17 : 13:31:19] PBC: Seeking Media Port from IPP
[11/02/17 : 13:31:19] PBC: Notifying PBC Version 3.6.0.0
[11/02/17 : 13:31:19] PBC: Notifying PC IP Address 192.168.2.3
[11/02/17 : 13:31:19] PBC: Notifying PC Lock status 0
[11/02/17 : 13:31:19] PBC: opened the BToE driver node.....
[11/02/17 : 13:31:19] PBC: discovery_server: 1207 Soft_device_state ENUMERATING
[11/02/17 : 13:31:19] PBC: Waiting for audio_render_thread function to initialize.....
[11/02/17 : 13:31:19] PBC: $$$ Successfully launched BToE Audio Playback thread $$$
[11/02/17 : 13:31:19] PBC: interrupt_ep_thread:1997 Interrupt endpoint thread launched ...
[11/02/17 : 13:31:19] PBC: Playback Render Thread is Running ............. 320

[11/02/17 : 13:31:19] PBC: attach_soft_device: 2808 GRUU_SEND_STATUS NOT_SENT
[11/02/17 : 13:31:19] PBC ERR: soft_device.c: 340 (process_dev_data) It can't be: May be first packet
[11/02/17 : 13:31:19] PBC: usb pb samp freq 16khz
[11/02/17 : 13:31:19] PBC: usb cp samp freq 16khz
[11/02/17 : 13:31:19] PBC: cfg total len 199
[11/02/17 : 13:31:19] PBC: Spk Idle
[11/02/17 : 13:31:19] PBC: Mic Idle
[11/02/17 : 13:31:19] PBC: process_hid_class_specific_requests: 1803 soft_device_state ENUMERATING_COMPLETED
[11/02/17 : 13:31:19] PBC: *** Render:AvSetMmThreadCharacteristics Success ****
[11/02/17 : 13:31:19] PBC: *** AvSetMmThreadPriority Success ****
[11/02/17 : 13:31:19] PBC: Init timer for Windows 10/8
[11/02/17 : 13:31:19] PBC: TCP Starts listening ...
[11/02/17 : 13:31:19] PBC: Launched capture Thread .............

[11/02/17 : 13:31:19] PBC: Launched Samples receive thread ............. 320

[11/02/17 : 13:31:19] PBC: keepalive thread launched ....
[11/02/17 : 13:31:19] PBC: *** Capture:AvSetMmThreadCharacteristics Success ****
[11/02/17 : 13:31:19] PBC: Received WebServerConfig from IP-Phone
[11/02/17 : 13:31:19] PBC: WebServer settings: 0 0 1
[11/02/17 : 13:31:20] PBC: Spk Active
[11/02/17 : 13:31:20] PBC: Not a valid srtp key length. Generating key again..
[11/02/17 : 13:31:20] PBC: PC APP SRTP Key is: 
[11/02/17 : 13:31:20] PBC: Spk Idle
[11/02/17 : 13:31:20] PBC: Received SRTPEncryption from IP-Phone
[11/02/17 : 13:31:20] PBC: Received SRTPEncryption (TRUE)
[11/02/17 : 13:31:20] PBC ERR: btoe_network.c:1690 (discovery_server) VVX is failed to create media session for playback
[11/02/17 : 13:31:21] PBC: Local User Name:
[11/02/17 : 13:31:21] PBC: My Name
[11/02/17 : 13:31:21] PBC: Sending the Char. Attr. Report
[11/02/17 : 13:31:21] PBC: DCR_NO_CHANGE
[11/02/17 : 13:31:21] PBC: process_hid_class_specific_requests: 1620 soft_device_state PAIRED
[11/02/17 : 13:31:21] PBC: process_hid_class_specific_requests: 1652 GRUU_SEND_STATUS NOT_SENT
[11/02/17 : 13:31:21] PBC: Recv Sign in request from IP-Phone
[11/02/17 : 13:31:21] PBC: Set signin_request variable
[11/02/17 : 13:31:21] PBC: **signin_request to LC**
[11/02/17 : 13:31:25] PBC: process_hid_class_specific_requests: 1652 GRUU_SEND_STATUS NOT_SENT
[11/02/17 : 13:31:27] PBC: Received phone signin state 1
[11/02/17 : 13:31:29] PBC: process_hid_class_specific_requests: 1652 GRUU_SEND_STATUS NOT_SENT
[11/02/17 : 13:31:33] PBC: process_hid_class_specific_requests: 1652 GRUU_SEND_STATUS NOT_SENT
[11/02/17 : 13:31:37] PBC: process_hid_class_specific_requests: 1652 GRUU_SEND_STATUS NOT_SENT
[11/02/17 : 13:31:41] PBC: process_hid_class_specific_requests: 1652 GRUU_SEND_STATUS NOT_SENT
[11/02/17 : 13:31:45] PBC: process_hid_class_specific_requests: 1652 GRUU_SEND_STATUS NOT_SENT
[11/02/17 : 13:31:46] PBC: Sign in Success, then Send Gruu Request to IP-Phone
[11/02/17 : 13:31:49] PBC: process_hid_class_specific_requests: 1652 GRUU_SEND_STATUS NOT_SENT
[11/02/17 : 13:31:52] PBC: Socket closed gracefully
[11/02/17 : 13:31:52] PBC: setConnectedInterface NULL
[11/02/17 : 13:31:52] PBC: detaching device
[11/02/17 : 13:31:52] PBC: Started device detaching
[11/02/17 : 13:31:52] PBC ERR: soft_device.c:2398 (soft_dev_read_async_completed) get overlapping failed: 1167
[11/02/17 : 13:31:52] PBC ERR: soft_device.c:2586 (btoe_vbus_soft_device_forward) Write Failed 0 :1
[11/02/17 : 13:31:52] PBC ERR: soft_device.c:2586 (btoe_vbus_soft_device_forward) Write Failed 0 :1
[11/02/17 : 13:31:54] PBC: Waiting for soft device thread to exit..........
[11/02/17 : 13:31:54] PBC: Received SoftDevice Shutdown event.....
[11/02/17 : 13:31:54] PBC: btoe_vbus_soft_device_forward: exited
[11/02/17 : 13:31:54] PBC: softdevice thread exit .....
[11/02/17 : 13:31:54] PBC: Terminated softdevice thread
[11/02/17 : 13:31:54] PBC: Closing the device handle
[11/02/17 : 13:31:54] PBC: Waiting for interrupt thread to exit..........
[11/02/17 : 13:31:54] PBC: ep interrupt thread exit......
[11/02/17 : 13:31:54] PBC: Terminated interrupt endpoint thread
[11/02/17 : 13:31:54] PBC: Waiting for keepalive thread to exit..........
[11/02/17 : 13:31:54] PBC: Keep alive thread shutdown event received
[11/02/17 : 13:31:54] PBC: keepalive thread exit ......
[11/02/17 : 13:31:54] PBC: Terminated keepalive thread
[11/02/17 : 13:31:54] PBC: Waiting for render thread to exit
[11/02/17 : 13:31:54] PBC: Render playback thread received shutdown event
[11/02/17 : 13:31:54] PBC: 349: render playback thread Exit .............
[11/02/17 : 13:31:54] PBC: Terminated render thread
[11/02/17 : 13:31:54] PBC: Waiting for capture thread to exit
[11/02/17 : 13:31:54] PBC: Capture thread received shutdown event
[11/02/17 : 13:31:54] PBC: 327: capture thread Exit .............
[11/02/17 : 13:31:54] PBC: Terminated capture thread
[11/02/17 : 13:31:54] PBC: Terminated samples receive thread
[11/02/17 : 13:31:54] PBC: Successfully terminated the SSH client process
[11/02/17 : 13:31:54] PBC: discovery_server: 2180 GRUU_SEND_STATUS NOT_SENT
[11/02/17 : 13:31:54] PBC: discovery thread exit .....
[11/02/17 : 13:31:54] PBC: Terminating discovery thread
[11/02/17 : 13:31:54] PBC: SESSION SEQUENCE 2
[11/02/17 : 13:31:54] PBC: Waiting for discovery thread to exit
[11/02/17 : 13:31:54] PBC: launching the discovery thread...
[11/02/17 : 13:31:54] PBC: discovery_server: 835 Soft_device_state WAITING_FOR_CONNECTION
[11/02/17 : 13:31:54] PBC: Waiting for IP-Phone Connection(on UDP).....

SteffenBaierUK · ‎11-02-2017

Hello nizz,

welcome to the Polycom Community.

Your first test should be to exclude the BToE App and simply sign into the Phone via the Web Interface.

If this behaves the same it is something in your environment.

The next step should be to check these two FAQ post:

Jan 26, 2016 Question:Can I troubleshoot BToE or changes settings ?

Resolution: Please check => here <= for details

and

Jan 27, 2016 Question:Are there any firewall ports required to be open when using BToE ?

Resolution: Please check => here <= for details

Lowering the logging level on the BToE app and in addition the phone logs may show what is happening.

You can post more logs but as you require support I suggest 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 usually unable to open a ticket directly with Polycom support.

If this is some sort of an Internet discounter please post either your phone's MAC address or your Polycom devices serial so I can look up who would be able to support you. This may not be who you purchased the Polycom device from.

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: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN

VVX300 Logging out and back in constantly (Skype for Business Online)

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