Calendar sync timeout

[Lothar Behrens]

Hi,

I am troubleshooting a timeout issue with several Trio 8800 devices. The device tries to sync calendar entries and fails with a timeout after 6 seconds.

The Trio 8800 runs the following UC software 5.4.5.9658.

I think, the following log is relevant:

1023150229|pgui |4|00|Re-syncing calendar events
1023150229|pgui |0|00|CPolyCalendarService::onSubscriptionTimeout Re-subscribing again
1023150229|pgui |0|00| CPolyCalendarService::resetTimers
1023150229|pgui |2|00|Resetting calendar model
1023150229|pgui |2|00|Subscribing for calendar event updates
1023150229|pgui |2|00|[CPolyCalendarService::getIdleTransaction] Encrypted data exist : 0
1023150235|pgui |4|00|CSoapTransaction error = Socket operation timed out (4)
1023150235|pgui |4|00|'ews' Service CSoapTransaction network error = Socket operation timed out (4) while requesting URL 'https://outlook.url.com/ews/exchange.asmx'
1023150235|pgui |4|00|Network error occured 4
1023150235|pgui |1|00|Calendar: Setting retry subscription timer
1023150235|pgui |0|00| CPolyCalendarService::resetTimers
1023150235|pgui |4|00| Retrying the subscription with retryCount 3

Is there any way to setup the timeout? It looks that 6 seconds is very short.

Thanks, Lothar

[SteffenBaierUK]

Hello Lothar,

welcome back to the Polycom Community.

I think you should upgrade to 5.5.2 first prior to anything as we have many improved features in this release.

In addition I believe this is hardcoded and we only have exchange.reconnectOnError which would not match your scenario.

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

[Lothar Behrens]

Ok, I'll try to update the device tomorrow and see if that changes. But if that is a hard coded value, it may be helpful to note that our backend runs in a virtualized environment where I assume having some performance issues near the hard coded value.

I can reproduce the error with a factory reset and after a while it works again. Either it is an increasing timeout mechanism the UC software uses to find the best but shortest value, or it is really random based on the performance and a fixed value in general.

Edit: Is there a CAB file officially supported by Microsoft?

[SteffenBaierUK]

Hello Lothar,

all officially tested releases come with a CAB file. This is the same for UC Software 5.5.2 and you find this => here <=

I suggest, as you are a partner, to get this into support so we can check against your hosted infrastructure. We may require a feature request to suit this but you can work this with your known sales engineer.

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

[Lothar Behrens]

I have updated several of our internal trios and the first I tested, still has these timeouts.

As of the logs, it is a larger time frame till a timeout is happening, but still not a typical 30 seconds tcp connection timeout.

Is the following enough log?

1024143221|so   |4|00|getAndStoreWebTicket(AuthSvc): failed to get WT for Lync device update
1024143221|app1 |3|00|fetchToken: Log upload web ticket fetch status '-1'
1024143221|app1 |2|00|Reporting upload log state as free
1024143222|pgui |1|00|Calendar service timeout, active=true
1024143222|pgui |2|00|Calendar service auth state is not authenticated (0)
1024143232|pgui |2|00| CSoapTransaction::onTimeout
1024143232|pgui |4|00|CSoapTransaction error = Operation canceled (5)
1024143232|pgui |4|00|'ews' Service CSoapTransaction network error = Operation canceled (5)
1024143232|pgui |4|00|onNetworkError: error occured 5
1024143232|pgui |1|00|Calendar: Setting retry subscription timer
1024143232|pgui |0|00| CPolyCalendarService::resetTimers
1024143232|pgui |0|00|[CEwsTransactionMgr::removeTransactionsByService] Acquiring semaphore
1024143232|pgui |0|00|[CEwsTransactionMgr::removeTransactionsByService] Releasing semaphore
1024143232|pgui |4|00|onNetworkError: retrying the subscription in 120000
1024143232|pgui |3|00|Calendar widget network error
1024143232|pgui |2|00|Exchange Server network error 5
1024143232|pgui |4|00|CPolyCalendarDayView::onSyncInProgress for error=1, bProgress=0
1024143232|pgui |3|00|Error response body: ""
1024143233|pgui |0|00|[CEwsTransactionMgr::handleTransaction] Acquiring semaphore
1024143233|pgui |0|00|Deleting previous/last SOAP transaction request from fetch list.
1024143233|pgui |0|00|Transaction list size: now 0 and later 3
1024143233|pgui |0|00|Processing next SOAP transaction request.
1024143233|pgui |0|00|Executing SOAP transaction request.
1024143233|pgui |0|00|[CEwsTransactionMgr::handleTransaction] Releasing semaphore
1024143236|pps  |1|00|wlanModeStandby Id(0)
1024143253|pgui |2|00| CSoapTransaction::onTimeout
1024143253|pgui |4|00|CSoapTransaction error = Operation canceled (5)
1024143253|pgui |4|00|'contacts' Service CSoapTransaction network error = Operation canceled (5)
1024143253|pgui |1|00|'contacts' service failed with network error 5.
1024143253|pgui |4|00|Contact operation failed and the type of operation is '-1'
1024143253|pgui |3|00|Error response body: ""
1024143254|pgui |0|00|[CEwsTransactionMgr::handleTransaction] Acquiring semaphore
1024143254|pgui |0|00|Deleting previous/last SOAP transaction request from fetch list.
1024143254|pgui |0|00|Transaction list size: now 0 and later 2
1024143254|pgui |0|00|Processing next SOAP transaction request.
1024143254|pgui |0|00|Executing SOAP transaction request.
1024143254|pgui |0|00|[CEwsTransactionMgr::handleTransaction] Releasing semaphore
1024143312|pgui |4|00|CSoapTransaction error = Socket operation timed out (4)
1024143312|pgui |4|00|'contactsSync' Service CSoapTransaction network error = Socket operation timed out (4)
1024143312|pgui |1|00|'contactsSync' service failed with network error 4.

[SteffenBaierUK]

Hello Lothar,

Anything support related needs to come into our support organisation.

In addition a Wireshark would be helpful and a test account.

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

[Lothar Behrens]

Hi,

I have created a support item but it has been cancelled due to my selected device under test has no support contract or is out of warranty. I believe, as we have several devices it is not related to a specific device.

Hare is the support number: 1-7387401811

[SteffenBaierUK]

Hi Lothar,

I have reopened this and will contact you.

Best Regards

Steffen Baier

[muellesj]

I'm having the same issue on the latest firmware as of 5/31/2018. Care to share if y'all got a resolution to this?

[SteffenBaierUK]

Hello @muellesj,

Stating the latest software does not help others when finding this post in days, weeks, months or years to come as they do not know what software mentioned was current at the time of writing.

Please therefore always post the exact complete build id.

Therefore the Polycom VoIP FAQ contains this post here:

Question: How can I find out my SIP or UC Software Version of my Phone?
Resolution: Please check here

In addition he posted issue proved to be a network issue.

You may want to start a new post and include all the requested details and logs as outlined => 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

Polycom Global Services