Plantronics + Polycom. Now together as Poly Logo

Polycom Trio loses SIP connection when Visual+ plugged in

SOLVED
Occasional Advisor

Polycom Trio loses SIP connection when Visual+ plugged in

This is an odd one.  I have a Trio 8800 and a Visual+, and a Logitech C930e plugged into the Visual+.  All firmware updated.  I have connectivity between the two devices.  The Trio is logged in to SfB, and in addition it has Line2 configured for a SIP extension.  Both skype and SIP/voice calls work.

 

However, here is where it gets weird.  When I power the Visual+ on (POE from the Lan-Out on the Trio), the Trio will no longer be able to make outgoing SIP calls.  It can still receive incoming... but outgoing is broken (fast-busy).  If I unplug the Visual+ and restart the phone, it works again - and will continue to work, for hours... up until I plug the Visual+ back in. 

- Trio and Visual+ on on the same subnet, no firewall in between them. 

- outgoing-call breakage happens as soon as the Trio shows a blue 'link' icon (top-right)

- also doesn't matter if the Visual+ is connected to the Lan-Out on the Trio, or a different network jack.

Attached is what gets logged on the Trio... not sure this is meaningful.

 

 

UC Software Version 5.7.2.3205

 

 

Message 1 of 9
8 REPLIES 8
Occasional Advisor

Re: Polycom Trio loses SIP connection when Visual+ plugged in

- doesn't matter if the Logitech camera is plugged in or not.

- the logs seem more indicative of trying to upload some core-dumps on the Visual+

- going to try to un-pair the devices, reboot both... wait a bit.... then re-pair

(theory being that the pairing was done after the Trio was on updated firmware, but the Visual+ was not)

 

 

Message 2 of 9
Occasional Advisor

Re: Polycom Trio loses SIP connection when Visual+ plugged in

immediately after re-pairing, same issue occurs.  Found all sorts of logging, but can't make sense of what I'm seeing yet.

Next approach - pair again and then downgrade to a previous firmware (if that is allowed).  

Message 3 of 9
Occasional Advisor

Re: Polycom Trio loses SIP connection when Visual+ plugged in

Downgraded two versions  -  5.7.2.3205 --> 5.7.2.3123  -->    5.7.1.4145 (currently)

 

No apparent change whatsoever.   So maybe this isn't a either a 1) new software bug or 2) it's more a configuration issue.  Find it hard to believe no one has hit this previously.  

Message 4 of 9
Occasional Advisor

Re: Polycom Trio loses SIP connection when Visual+ plugged in

Saw an old ticket about issues experienced where there was no provisioning server.  Fair enough, set up an internal FTP.  Did not seem to help (though I can get logs this way).  Frustrating - this is the (as far as I know) last piece inhibiting me from deploying this... the SfB integration is pretty neat, but I still need to support a SIP line2. 

Message 5 of 9
Occasional Advisor

Re: Polycom Trio loses SIP connection when Visual+ plugged in

Not so sure about this being a 'configuration' issue now.  I've tried all sorts of tweaks and combinations, to no avail.  Tried 3 different S/W versions, no change.  

 

Trio P/N: 3111-65290-001 RevA

Visual+: 2201-66420-001

 

Going to run the phone w/out the Visual+ for a bit, make sure all works (SfB, SIP/Line2) for the long-haul.  

I'm at a loss.  Open to ideas, even if it is logging (e.g. what to look for)

Message 6 of 9
Polycom Employee & Community Manager

Re: Polycom Trio loses SIP connection when Visual+ plugged in

Hello @gnyce,

 

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.

 

The Logs are not really meant for end users so in the interest of any progress to be made please consider contacting support.


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.

If this is some sort of an Internet discounter providing your MAC address or your Polycom devices serial will enable us to 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




<======== 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".

The title Polycom Employee & Community Manager is an automatic setting within the community and any 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 maybe answered on weekends, bank holidays or personal holidays.
Message 7 of 9
Occasional Advisor

Re: Polycom Trio loses SIP connection when Visual+ plugged in

So in trying to find the ticket/entry where I set up the 2-line/hybrid setup (and the "TrioMultipleLines.cfg"), I found this:

 

https://community.polycom.com/t5/Skype-for-Business/Trio-8800-hybrid-registration-default-call-mode/...

 

so my answer seems to be that I need to tweak the video.callMode.default....  some minor success so far.  Encouraging!

 

<changes>
<video.callMode video.callMode.default="audio" video.callMode.default.Trio8500="audio" video.callMode.default.Trio8800="audio">

</changes>

Message 8 of 9
Polycom Employee & Community Manager

Re: Polycom Trio loses SIP connection when Visual+ plugged in

Hello @gnyce,

 

still missing the basic required information but check here:

 

Jan 25, 2016 Question:How many Lines can I register using Polycom phones with Lync Server / Skype for Business server ?

Resolution: UC Software 5.8.0 for VVX phones and UC Software 5.5.2 for Polycom Trio added the Hybrid registration feature. Details are in the Admin Guide or => here <= up to 3 different lines. The first one must be Skype for Business / Office 365

 

reg.2.video.enabled="0"


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".

The title Polycom Employee & Community Manager is an automatic setting within the community and any 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 maybe answered on weekends, bank holidays or personal holidays.
Message 9 of 9