skype for business authentication has failed. Trio 8800

Occasional Visitor

skype for business authentication has failed. Trio 8800

We recently purchased the Trio 8800, I'm trying to connect to a Skype for Business (O365 E5) account, all I get when I enter the login info and try to sign in is the error "skype for business authentication has failed. please sign in again."

 

Attached is the log file from the attempt

5 REPLIES
Polycom Employee & Community Manager

Re: skype for business authentication has failed. Trio 8800

Hello @David Davis,

 

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

  • 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 if the issue is a day 1 issue or only happened after an upgrade or any other relevant details

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.

 

Example:

 

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

Resolution: Have a look => here <=

 

Checking the log:

Timestamp: 2018-11-29 15:52:11Z] csErrorTimeStamp[2018-11-29 15:52:11Z] csTraceId[6e92add0-796e-43b9-a733-5831c6efb901] csCorrId[308d3e60-d3c8-4042-a69c-8312b4a060e
1129095210|auth |4|00|[StdRet COAuth2SmCtxt::OAuth2ParseAndSaveRequiredInfo(E_OAuth2ReqRspId)]:[1554] eReqRspID[2] m_RetVal[-1] curlReturn[0] HttpRspCode[401] csStrippedResponse[{"error":"invalid_grant","error_description":"AADSTS50034: The user account does not exist in the schuettemetals.onmicrosoft.com directory. To sign into this application, the account must be added to the directory.\r\nTrace ID: 6e92add0-796e-43b9-a733-5831c6efb901\r\nCorrelation ID: 308d3e60-d3c8-4042-a69c-8312b4a060e9\r\nTimestamp: 2018-11-29 15:52:11Z
1129095210|auth |4|00|[void COAuth2SmCtxt::printNIResponse(std::string)]:[1576] HttpResponse[{"error":"invalid_grant","error_description":"AADSTS50034: The user account does not exist in the schuettemetals.onmicrosoft.com directory. To sign into this application, the account must be added to the directory.\r\nTrace ID: 6e92add0-796e-43b9-a733-5831c6efb901\r\nCorrelation ID: 308d3e60-d3c8-4042-a69c-8312b4a060e9\r\nTimestamp: 2018-11-29 15:52:11Z","error_codes":[50034],"timestamp":"2018-11-]
1129095210|auth |4|00|[void COAuth2SmCtxt::printNIResponse(std::string)]:[1576] HttpResponse[29 15:52:11Z","trace_id":"6e92add0-796e-43b9-a733-5831c6efb901","correlation_id":"308d3e60-d3c8-4042-a69c-8312b4a060e9"}]

 

In addition it seems you are using some sort of Hybrid registration:

1129095141|sip  |2|00|CStkDialog::CStkDialog SetAddressLocal Config 'Boardroom' <201@172.20.100.202:0>

As you have not provided the minimum required detail in this post we are assuming this.

 

If you need help further than what the community can provide please work with your Polycom reseller.


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.

 

SCANSOURCE COMMUNICATIONS sold this unit back in 05/08/2018 and are your Tier 1 support contact.

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

Please be aware:

The purpose of these forums is to allow community members collaborate and help each other.
Questions posted here do not follow Polycom’s SLA guidelines.
If you require assistance from Polycom technical support, please open a
web service request or call us .

The above is necessary in order to track issue internally within Polycom.

You are welcome to post more questions or configuration or logs for other community members to look at but if your issue requires a fix via Polycom you must go via the official support structure.

Please 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.
Polycom 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 6
Occasional Visitor

Re: skype for business authentication has failed. Trio 8800

Steffen,

 

Sorry about the double post I replied to wrong one. Reposting this for others to see

 

Below is the phone information, the calling platform is "Skype for Business Online".  Yes I have a hybrid setup (Skype & SIP) that I'm testing.  

 

I belive the error about "The user account does not exist in the schuettemetals.onmicrosoft.com directory" was due to me using the alias (skype.schuettemetals@schuettemetals.onmicrosoft.com) on the O365 account instead of the primary address (skype.schuettemetals@schuettemetals.com).

 

If I use the primary address I no longer see that error but I still can't sign in.

 

Attached is the log of that try.  If you want a copy of the backup let me know how to send it privately.

 

Phone Information
------------------------
Phone Model Trio 8800
Part Number    3111-65290-001 Rev:A
MAC Address    64:16:7F:3E:B4:26
Wi-Fi MAC Address   64:16:7F:3E:B4:27
Bluetooth MAC Address  64:16:7F:3E:B4:28
IUC Software Version  5.7.2.3205
Updater Signature   Release

Message 3 of 6
Polycom Employee & Community Manager

Re: skype for business authentication has failed. Trio 8800

Hello @David Davis,

 

you did not utilize the posted FAQ as your logs are still at the same levels.

 

1129135934|sip  |1|00|doDnsListLookup(udp): result 0 '172.20.100.202' port 5060 isInBound 0
1129135934|sip  |1|00|CreateFailOverProxyList : 'UDP Only' for '172.20.100.202' port 5060 IP 0 is '172.20.100.202' on udp port 5060
1129135934|sip  |2|00|CUser::GetFailBackMode 'Timeout'
1129135934|sip  |2|00|CreateFailOverProxyList : Exit 'UDP Only' lookup with 1 IP Addresses
1129135934|sip  |2|00|CreateFailOverProxyList result: IP 1 is '172.20.100.202' on udp port 5060
1129135934|sip  |1|00|CTrans:: SendCommand | this=0x415f2ee8, bVQMonMessage=0, m_pCall->m_pUser->m_bOBFailOverReRegOn=0, m_pCall->m_pUser->m_bVQMonFailoverEnabled=1
1129135934|sip  |1|00|SipOnCommand: response 404,REGISTER
1129135934|sip  |1|00|SipOnCommand: response 404,REGISTER matches user 3 of 3 'skype.schuettemetals'
1129135934|sip  |3|00|UA Client Non-INVITE REGISTER trans state 'callingTrying'->'completed' by 404 resp 10 timeout(0x415f2ee8)
1129135934|sip  |2|00|[CTrans::ResponseProcess] REGISTER NonInv reTrans ALREADY stopped in 'completed' state at retryCount 0 code 404, timeout=10 (0x415f2ee8)
1129135934|sip  |1|00|Dialog 'id01918d87' State 'Trying'->'Confirmed'
1129135934|sip  |4|00|Registration failed User: skype.schuettemetals, Error Code:404 Not Found

I assume again the above is the actual registration to the O365 account but somehow this ends up at port 5060 where Office 365 would use 443.

 

Again you have not attached a backup for the community to look at so I can only recommend the following:

 

  • Factory Reset the Unit
  • Enable the Web Interface after enabling the Base Profile to Skype
  • Sign into Skype

Once this works follow the FAQ post for Hybrid registration.

 

If this still fails please work with your reseller as already advised.


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

Please be aware:

The purpose of these forums is to allow community members collaborate and help each other.
Questions posted here do not follow Polycom’s SLA guidelines.
If you require assistance from Polycom technical support, please open a
web service request or call us .

The above is necessary in order to track issue internally within Polycom.

You are welcome to post more questions or configuration or logs for other community members to look at but if your issue requires a fix via Polycom you must go via the official support structure.

Please 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.
Polycom 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 4 of 6
Occasional Visitor

Re: skype for business authentication has failed. Trio 8800

Steffen,

 

According to the 

[FAQ] Troubleshooting sign in issues (https://community.polycom.com/t5/Skype-for-Business/FAQ-Troubleshooting-sign-in-issues/td-p/87637), the logging parameters should be set to the following.

Unable to sign into Skype for Business Online:

 

  • Settings > Logging > Global Log Level Limit > Debug
  • Settings > Logging > Log File Size (Kbytes) > VVX 1000 or on a Trio 10240
  • Settings > Logging > Module Log Level Limits > Web Ticket > Debug
  • Settings > Logging > Module Log Level Limits > SIP > Event 1

Are these the correct parameters?

 

Also based on the phone info sent eariler, can you tell me who my authorized support center would be.

 

 

 

Message 5 of 6
Polycom Employee & Community Manager

Re: skype for business authentication has failed. Trio 8800

Hello @David Davis,

 

For your issue we would need to see SIP at debug and I already replied that ScanSource is your reseller / Tier 1 contact for any support issues.


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

Please be aware:

The purpose of these forums is to allow community members collaborate and help each other.
Questions posted here do not follow Polycom’s SLA guidelines.
If you require assistance from Polycom technical support, please open a
web service request or call us .

The above is necessary in order to track issue internally within Polycom.

You are welcome to post more questions or configuration or logs for other community members to look at but if your issue requires a fix via Polycom you must go via the official support structure.

Please 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.
Polycom 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 6 of 6