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Trio exchange disconnection on calendar event cancellation

Occasional Contributor

Trio exchange disconnection on calendar event cancellation

Hello, I have a Trio 8800 fw 5.9.0.11398, generic profile, integrated with OTD. I am using OTD integration with service account and passtrough authentication. My exchange server on the Trio is https://otd.plcm.vc/EWS/Exchange.asmx and on the Trio I configured the username and password of the O365 room mailbox that I want to connect. Everything works fine, on the OTD panel I see the Trio connected to OTD and OTD connected to O365, calendar events are visible on the Trio and I am able to join meetings.

All works fine until an event is cancelled. As an example, if from my personal mailbox I create an event and invite the room, it is correctly displayed on the Trio.... then from my Outlook I delete the event (and send the cancellation) and a few seconds later the Trio raises the error 

 

"Failed to connect to exchange server: re-enter credentials to access exchange services"

 

Logs on the Trio say:

 

0718120448|pgui |4|00|onNetworkError: error occurred 204 
0718120448|pgui |4|00|New credentials needed for accessing Exchange Web Services, deactivating to wait for new credentials
0718120448|pgui |4|00|Stopped access token service
0718120448|app1 |4|00|EC has failed to authenticate with server
0718120448|pgui |4|00|Exiting EC for sign out.

 

The OTD panel shows Trio connected to OTD but OTD not connected to O365 with the error "calendar access not permitted". If I go on the trio, settings, basic, login credentials and I press submit without changing anything, it works again.

 

I tried this https://knowledgebase-iframe.polycom.com/kb/viewContent.do;jsessionid=D80E88F3E9B2AFC3AD3E732B659ECD...

 

with the following settings

 

exchange.ADerror.retryCount="2"
exchange.ADerror.retryPeriod="10"
exchange.error.retryCount="2"
exchange.error.retryPeriod="10"

but did not solve the issue. Honestly I do not know if these setting are correct.

Thank you for your help.

 

 

Message 1 of 4
3 REPLIES 3
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Polycom Employee & Community Manager

Re: Trio exchange disconnection on calendar event cancellation

Hello @maurice77 ,

 

welcome to the Poly Community.

 

This should come into our support team.


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

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

If this is some sort of an Internet discounter providing your MAC address or your Poly devices serial will enable us to look up who would be able to support you. This may not be who you purchased the Poly 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




<======== 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 2 of 4
Occasional Contributor

Re: Trio exchange disconnection on calendar event cancellation

Hello Steffen,

so based on the description and on the actions made you think that there is nothing I can further check and it should be analyzed deeper by the support team? Btw, this is the mac address: 00:04:F2:FE:BF:DC

Thank you

Message 3 of 4
Polycom Employee & Community Manager

Re: Trio exchange disconnection on calendar event cancellation

Hello @maurice77 ,

 

You can try the Skype FAQ here:

 

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

Resolution: Have a look => here <=

 

AXAVIS AG sold this back in 28/09/2016 so the unit is no longer within the 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




<======== 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 4 of 4