O365 Skype Business & Trio 8800

SOLVED
SteffenBaierUK
Polycom Employee & Community Manager

Re: O365 Skype Business & Trio 8800

Hello @Carlos Navas,

 

welcome to the Polycom Community.

 

Please us an online translator to check the already replied messages

 

http://translate.google.com/

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 21 of 29
Carlos Navas
Occasional Visitor

Re: O365 Skype Business & Trio 8800

Hi.

I have the same problem that I can not connect my Polycom trio 8800 to SFB.

The attempt is authenticated and is unsuccessful

Message 22 of 29
SteffenBaierUK
Polycom Employee & Community Manager

Re: O365 Skype Business & Trio 8800

Hello @Carlos Navas,

 

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. Please rename into .TXT or Zip the file to attach.
Since UC Software 5.9.0 simply provide this via the Web Interface Diagnostics > Download Support Information Package

  • 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 for example 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.

 

Throughout this post, which the original poster declared to have fixed his issue, we provide details and ask for Logs.

 

We do have Spanish, English, French and German speakers in our support team so you can always go and open a support 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 23 of 29
Carlos Navas
Occasional Visitor

Re: O365 Skype Business & Trio 8800

Can you give me an email address to send you the requested information?

Message 24 of 29
SteffenBaierUK
Polycom Employee & Community Manager

Re: O365 Skype Business & Trio 8800

Hello @Carlos Navas,

 

this is the free and open Community Forum where Polycom customers and Polycom Employees can exchange ideas and attempt and try to help each other.

 

If you require support please work with your Polycom reseller as already outlined.

 

Mar 8, 2012 Question: What kind of support should I expect from the Community?
Clarification: Please check => here <=

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 25 of 29
Carlos Navas
Occasional Visitor

Re: O365 Skype Business & Trio 8800

My answers:

  • Provide the exact Software Version of your Phone: -----------------  R: 5.7.2.3205
  • Provide the Phone Model -------------------- R:Trio 8800
  • Provide the Call Platform (aka openSIP,Skype for Business Online, Skype for Business on Premise, Lync) R: .---------------------------------- O365 ( Microsoft Teams)

 

SteffenBaierUK
Polycom Employee & Community Manager

Re: O365 Skype Business & Trio 8800

Hello @Carlos Navas,

 

someone who does not understand how to program the device really messed up the configuration.

 

I suggest you factory reset the device, do not load any configuration and then add your Skype for Business credentials.

 

Oct 10, 2011 Question: How can I reset / Factory default my Phones configuration?

Resolution: Please check => here <=

 

Sep 30 2014 Question:Can I sign into Skype for Business using the Web Interface?

Resolution: Please check => here <=

 

Mar 30, 2016 Question:Can I enable the Web Interface on a Polycom Trio 8800 or 8500?

Resolution: Please check => here <= for details

 

If this still fails for whatever reason please contact ANIXTER who sold this unit back in 03/10/2018

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 27 of 29
ARafeq
Occasional Visitor

Re: O365 Skype Business & Trio 8800

Hi,

We are having a similar issue with a SoundStructure VoIP.

The device is running on the latest firmware: 5.9.1.0615

Logging into SfB online (hybrid Mode). 

we are able to set up a Trio 8500 with the same SfB account. 

I have rolled back to v 5.8 but that did not help. 

 

Keep seeing the same error in the logs (attached). 

uBLFUnCompressed: File /ffs0/Config/Local/WebTicket/0/sip.usr doesn't exist or is empty

 

I have confirmed that Time server and timezone are set correctly.

 

Also, I do not see the WebSign in option in the drop down menu. 

Navigating to Common Area Phone Settings option under Skype for Business Settings menu results in the error below:

"Failed to load the page. The document requested was not found on this server".

I'd appericate any suggestions you have to fix this issue.

 

Thanks!

ARafeq

 

Message 28 of 29
SteffenBaierUK
Polycom Employee & Community Manager

Re: O365 Skype Business & Trio 8800

Hello @ARafeq ,

 

welcome to the Polycom Community.


there is nothing attached to your reply and this post is about a Polycom Trio.

 

Other products like the Polycom SoundStructure VoIP card may have restrictions.

 

I suggest to speed your own issue up to work with 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.

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 29 of 29