O365 Skype Business & Trio 8800

SOLVED
OgieCamat
Occasional Visitor

Re: O365 Skype Business & Trio 8800

I am also having the same issue on the Trio 8800. Signing in takes forever.

Both SNTP and Alternate SNTP has been set.

I loaded the latest version (5.4.5.9188 as of July 24, 2017) but sign on is still stuck.

 

In the July 24, 2017 version (5.4.5.9188), I only see "Generic", "Lync" and "Skype USB Optimized".

Choosing the "Skype USB Optimize" sets the screen to clock and the settings button. I cannot do anything else. no otehr menu choices.

 

I have downgraded to 5.4.1.17597 and the only choices 

In this Version (5.4.1.17597), I do not see the Skype for Business Profile from the choices, Only Lync and Generic.

 

Updating to 5.4.4.7511 does not resolve the issue either.

 

I have found the latest version as of today July 28, 2017 (5.4.5.9658). It does not resolve the issue.

 

 

Any clue why the Base Profile Skype for Business is not in the picklist? Only Lync and Skype USB Optimized is available.

 

The last member who posted a reply to this trail was in 2016 and I did not see any response after. I hope I can get a response to my new query. It is now July 2017.

Message 11 of 29
SteffenBaierUK
Polycom Employee & Community Manager

Re: O365 Skype Business & Trio 8800

Hello OgieCamat,

welcome to the Polycom Community.

 

Is this Trio trying to register to an on Premise or Office 365 account? If Office 365 account does this use modern Authentication aka MFA?

 

If yes this is not supported at present on the Trio Platform and needs to be changed.

 

The LYNC mode is simply called this but also is compatible with Skype for Business. Later  Software Versions will rename this into Skype Mode.

 

Skype USB Optimized is only if the Trio is being used with a Microsoft Room System.


The community's Skype for Business FAQ contains this post here:

 

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

Resolution: Have a look => here <=

 

Ensure you are not using MFA / Modern Auth and then provide some logs.


Please ensure you always check the community FAQ and/or utilize the community search before posting any new topics or follow up post’s.

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

----------------

If official support is required please check how to phone or open a case here

----------------
The title Poly Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 12 of 29
OgieCamat
Occasional Visitor

Re: O365 Skype Business & Trio 8800

Finally after months of collecting dust, we are now able to logon to our Polycom Trio 8800 phones.

 

None of the recommended solutions worked. 

 

Thanks to the update from Polycom 5.5.2.11338 which after applying auto-downgrades to a lower version 5.5.2.11217 (which surprisingly is not in the update list in the Polycom portal).

 

This latest version fixed my logon issue by introducing the Web Sign-In method of login just like the other VVX IP Phones which is not present in the older firmware versions of Trio.

 

By the way, we are not using MFA and this runs on Office 365. I have also tried the local vendor support but they were not able to help. I won't be surprised becasue it was the firmware update that fixed the problem which was only released I guess in September 2017.

Message 13 of 29
SteffenBaierUK
Polycom Employee & Community Manager

Re: O365 Skype Business & Trio 8800

Hello @OgieCamat,

welcome back to the Polycom Community.

As outlined in my initial reply you could have posted some logs or provided us with the MAC address of the device and I would have been able to provide you with the organisation who could have supported you.

 

5.5.2.11217 is the Version hosted by Microsoft on their O365 Platform.


Best Regards

Steffen Baier

Polycom Global Services

----------------

If official support is required please check how to phone or open a case here

----------------
The title Poly Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 14 of 29
SteffenBaierUK
Polycom Employee & Community Manager

Re: O365 Skype Business & Trio 8800

Hello @OgieCamat,


have you yet done what I have advised as it seems this Version is hosted by Microsoft and may cause a memory leak over a period of time.

 

I suggest to follow the advise and for now run the Polycom GA Version 5.5.2.11338 whilst we discuss this with our Partner Microsoft.

 

Simply download the attached ZIP file, unzip and import via the Web Interface. This will prevent the device from loading the Microsoft hosted version.

 

EDIT:

 

The attached Parameters only work for LYNC or Skype for Business on Premise but for Skype for Business Online you need to actively disable this on the Office 365 Server.

 

device.set="1" 
device.prov.lyncDeviceUpdateEnabled.set="1"
device.prov.lyncDeviceUpdateEnabled="0"

 

In order to do this use the Skype for Business Online PowerShell Module as described by my colleague Jeff Schertz => here <=

 

Note that the EnableDeviceUpdate parameter is set to True by default. Inbound provisioning from the S4B Online server will therefore disable the above and change it back and possible downgrade the Trio or VVX.


Best Regards

Steffen Baier

Polycom Global Services

----------------

If official support is required please check how to phone or open a case here

----------------
The title Poly Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
GrantC
Occasional Visitor

Re: O365 Skype Business & Trio 8800

Hi, This use to work and now it doesnt work, and cannot figure out what has changed, I have now factory reset and configured the Skype details, checked the NTP time servers, checked the account and all seems working, can any light be shed to my issue.., Logs below

Thanks

 

0427134126|tickt|4|00|[StdRet soWebTicketO365Info::soWebTicketFetchWsFedBearerToken()]:[6528] pSecurityTokenSamlAssertion[<saml:Assertion MajorVersion="1" MinorVersion="1" AssertionID="SamlSecurityToken-9e17ffd6-b96f-476d-a420-983736d57645" Issuer="https://me1au103fes01.infra.lync.com:4443/d0432d7c-9188-5f8f-8e0e-5e9dc00dccec" IssueInstant="2018-04-27T03:41:27.487Z" xmlns:saml="urn:oasis:names:tc:SAML:1.0:assertion"><saml:Conditions NotBefore="2018-04-27T03:36:26.817Z" NotOnOrAfter="2018-04-27T11:29:27.487Z"><saml:AudienceRest
0427134126|tickt|4|00|[StdRet soWebTicketMexDocInfo::soWebTicketCertPublish()]:[7888] Entry
0427134127|utilm|4|00|uBLFUnCompressed: File /data/polycom/ffs0/Config/Local/WebTicket/0/ntlm.dom doesn't exist or is empty
0427134139|so |4|00|[soRegistrationC] Login Credentials valid causing SoRegEventLine Changed
0427134139|so |3|00|[SoNcasC]: Handling SoNcasRegistrationChangePending now
0427134139|so |3|00|soRegistrationC::processCfgParamCbLine delayed 5000 ms user 0
0427134139|app1 |4|00|[AppExchangeUiC::populateAutoDiscoverUrl] Internal & External EWS url's are empty
0427134139|pgui |4|00|Email id availability status is 0.
0427134141|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'vadals.com.au' found no records
0427134141|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'vadals.com.au' found no records
0427134141|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'vadals.com.au' found no records
0427134141|sip |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'sipinternal.vadals.com.au' found no records
0427134141|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'sipinternal.vadals.com.au' found no records
0427134141|sip |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'sipexternal.vadals.com.au' found no records
0427134141|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'sipexternal.vadals.com.au' found no records
0427134142|utilm|4|00|uBLFUnCompressed: File /data/polycom/ffs0/Config/Local/WebTicket/0/ntlm.dom doesn't exist or is empty
0427134142|sip |5|00|m_nTLSDSKState = TLSDSK_INIT : pNtlmDomain or m_csAuthDomain is NULL
0427134142|cfg |4|00|RT|SIP is setting Login Credentials to valid
0427134142|sip |4|00|CTcpSocket::Abandon - TLS Listen Thread has exited. Process further to abandon this socket
0427134142|sip |4|00|CTcpSocket::Abandon connected socket. Send Message 0x40fddc88
0427134144|so |3|00|soRegistration process RegCfg ParamChange Buffer Flush:
0427134144|so |3|00|soRegistration (reportAllEvents)
0427134144|usbpp|4|00|[PpsUsbC]: OnEvReg Accepted
0427134144|app1 |*|00|SoRegistrationEventLineChanged - success lineIndex 0 RegListSize 0
0427134144|usbpp|4|00|[PpsUsbC]: OnEvReg Accepted
0427134144|app1 |*|00|SoRegistrationEventLast - new AppRegLineC, szUser = Boardroom@vadals.com.au
0427134144|pgui |4|00|Visual voice mail service is not yet started
0427134144|pgui |4|00|Visual voice mail service is not yet started
0427134144|pgui |4|00|Visual voice mail service is not yet started
0427134144|pgui |4|00|Visual voice mail service is not yet started
0427134154|sip |4|00|SSL_get_error Error code=5,rc(-1)
0427134154|sip |4|00|TLS Listen Thread Exit
0427134157|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'vadals.com.au' found no records
0427134157|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'vadals.com.au' found no records
0427134157|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'vadals.com.au' found no records
0427134157|sip |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'sipinternal.vadals.com.au' found no records
0427134157|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'sipinternal.vadals.com.au' found no records
0427134157|sip |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'sipexternal.vadals.com.au' found no records
0427134157|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'sipexternal.vadals.com.au' found no records
0427134157|sip |4|00|SSL_get_error Error code=5,rc(0)
0427134157|sip |4|00|TLS Listen Thread Exit
0427134157|sip |*|00|Sip UnRegister Usr:Boardroom@vadals.com.au Dsp:Boardroom Auth:'' Inx:0
0427134157|sip |*|00|SipUserRemove: user 0 being removed.
0427134157|sip |*|00|Sip Register Usr:Boardroom@vadals.com.au Dsp:Boardroom Auth:'Using Login Cred' Inx:0
0427134157|utilm|4|00|uBLFUnCompressed: File /data/polycom/ffs0/Config/Local/WebTicket/0/fedContactUrl.dom doesn't exist or is empty
0427134157|so |3|00|[SoNcasC]: Handling SoNcasFailOverPending now
0427134205|so |3|00|drvCodecAlsaInput: channel=0, termination=2
0427134210|so |4|00|[soRegistrationC] Login Credentials valid causing SoRegEventLine Changed
0427134210|app1 |4|00|[AppExchangeUiC::populateAutoDiscoverUrl] Internal & External EWS url's are empty
0427134210|so |3|00|[SoNcasC]: Handling SoNcasRegistrationChangePending now
0427134210|so |3|00|soRegistrationC::processCfgParamCbLine delayed 5000 ms user 0
0427134210|pgui |4|00|Email id availability status is 0.
0427134212|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'vadals.com.au' found no records
0427134212|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'vadals.com.au' found no records
0427134212|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'vadals.com.au' found no records
0427134212|sip |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'sipinternal.vadals.com.au' found no records
0427134212|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'sipinternal.vadals.com.au' found no records
0427134212|sip |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'sipexternal.vadals.com.au' found no records
0427134212|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'sipexternal.vadals.com.au' found no records
0427134212|so |3|00|[SoNcasC]: Handling SoNcasFailOverPending now
0427134212|utilm|4|00|uBLFUnCompressed: File /data/polycom/ffs0/Config/Local/WebTicket/0/fedContactUrl.dom doesn't exist or is empty
0427134212|sip |*|00|Sip Register Usr:Boardroom@vadals.com.au Dsp:Boardroom Auth:'Using Login Cred' Inx:0
0427134215|so |3|00|soRegistration process RegCfg ParamChange Buffer Flush:
0427134215|so |3|00|soRegistration (reportAllEvents)
0427134215|usbpp|4|00|[PpsUsbC]: OnEvReg Accepted
0427134215|app1 |*|00|SoRegistrationEventLineChanged - success lineIndex 0 RegListSize 0
0427134215|usbpp|4|00|[PpsUsbC]: OnEvReg Accepted
0427134215|app1 |*|00|SoRegistrationEventLast - new AppRegLineC, szUser = Boardroom@vadals.com.au
0427134215|pgui |4|00|Visual voice mail service is not yet started
0427134215|pgui |4|00|Visual voice mail service is not yet started
0427134215|pgui |4|00|Visual voice mail service is not yet started
0427134215|pgui |4|00|Visual voice mail service is not yet started
Message 16 of 29
SteffenBaierUK
Polycom Employee & Community Manager

Re: O365 Skype Business & Trio 8800

Hello @GrantC,

welcome to the Polycom Community.

It is always useful to include the currently used UC Software version as issues experienced or a question asked may already be addressed in a newer release.

This also allows yourself and others to check against current software release notes, Administrator Guides or FAQ post’s.

The above is also stated in the "Must Read First" and is the absolute minimum requirement every new post should include. .

In addition providing us with this basic information gives Polycom an idea what Software Versions are used in the field and avoids wasting time trying to troubleshoot issues which have already been addressed.

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 the Skype for Business FAQ contains:

 

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

Resolution: Have a look => here <=

 

Your logs show:

 

0427134141|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'vadals.com.au' found no records
0427134141|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'vadals.com.au' found no records
0427134141|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'vadals.com.au' found no records
0427134141|sip |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'sipinternal.vadals.com.au' found no records
0427134141|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'sipinternal.vadals.com.au' found no records
0427134141|sip |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'sipexternal.vadals.com.au' found no records
0427134141|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'sipexternal.vadals.com.au' found no records

and

 

0427134154|sip |4|00|SSL_get_error Error code=5,rc(-1)


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

----------------

If official support is required please check how to phone or open a case here

----------------
The title Poly Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 17 of 29
Tommy M
Occasional Visitor

Re: O365 Skype Business & Trio 8800

I have E5 licenses but I am unable to login into my phone.

My NTP servers are set.

I was running 5.4.5.8726 and it would not connect. 

I downgraded to 5.4.0.10182 and I am seeing the same issues. 

 

 

I keep seeing this error in my log.

 

1221151055|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'domain.onmicrosoft.com' found no records
1221151055|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'domain.onmicrosoft.com' found no records
1221151055|sip |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'domain.onmicrosoft.com' found no records
1221151055|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'domain.onmicrosoft.com' found no records
1221151055|sip |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'sipinternal.domain.onmicrosoft.com' found no records
1221151055|sip |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'sip.domain.onmicrosoft.com' found no records
1221151055|sip |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'sipexternal.domain.onmicrosoft.com' found no records
1221151055|sip |4|00|Failed to connect to [40.97.231.248:443] : Error[Operation now in progress]
1221151055|sip |4|00|Failed to connect to [40.97.155.184:443] : Error[Operation now in progress]
1221151055|sip |4|00|Failed to connect to [40.97.229.88:443] : Error[Operation now in progress]
1221151055|sip |4|00|Failed to connect to [52.96.37.40:443] : Error[Operation now in progress]
1221151100|sip |4|00|Failed to connect to [40.97.231.248:5060] : Error[Operation now in progress]
1221151105|sip |4|00|Failed to connect to [40.97.155.184:5060] : Error[Operation now in progress]
1221151110|sip |4|00|Failed to connect to [40.97.229.88:5060] : Error[Operation now in progress]
1221151115|sip |4|00|Failed to connect to [52.96.37.40:5060] : Error[Operation now in progress]

1221152904|cfg  |4|00|Prov|[CfgLyncSipSrvDiscover::cbFoundOption] Invalid STS-URI: '://:'
1221151115|btoe |4|00|PC port status is Down. Can not start BToE manager

 

Any advice?

 

Message 18 of 29
SteffenBaierUK
Polycom Employee & Community Manager

Re: O365 Skype Business & Trio 8800

Hello @Tommy M,

 

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.

 

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

Resolution: Have a look => here <=

 

As highlighted you have a DNS issue and in addition why would the phone try Port 5060 ?

 

Also the mentioned software versions are outdated. For a Trio it would be UC Software 5.7.2 Rev AB. For a VVX it would be UC Software 5.8.2 for )365 as 5.9.0 is not yet qualified.

 

If the above FAQ does not help you further and other community members do not have any other ideas to help you please 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 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.

If the unit is no longer within 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

Polycom Global Services

----------------

If official support is required please check how to phone or open a case here

----------------
The title Poly Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 19 of 29
Carlos Navas
Occasional Visitor

Re: O365 Skype Business & Trio 8800

Hi mi friend, Excuse my english.

 

I have the same problem with trio 8800 and firmware 5.7.2.3205

 

can you help me please?

Message 20 of 29