Trio 8800 - Cannot find any Contacts & Security association issue

[Aniel G]

Hi All, 

We have recently installed a few new Polycom Trio 8800 with the Visual+ kit with UC release 5.4.4.7609

These are connected with a on prem SfB 2015 server.

Login and SfB voice & video calls are all going well, and also the calander integration and the one click to "join" button.

But we still have 2 anoying issue which are still not solved:

Cannot find any user in the contacts, 

in the debugging i see the following:

0103092501|abs |1|00|[CAbsDirectory::getContacts] sending message to abs task
0103092501|abs |1|00|[CAbsDirectory::processFetchTaskMsg] recieved message of type 1
0103092501|abs |1|00|[CAbsDirectory::getContactsFromServer] invoking so webticket api for fetching contacts for XXXX search string
0103092501|cfg |5|00|Prm|Parameter feature.lync.abs.enabled requested type 2 (SInt) but is of type 7 (Bool)
0103092501|tickt|4|00|soWebTicketTicketGetWithclientCert: Failed, result 500 error "An error occurred when verifying security for the message."
0103092501|tickt|5|00|soWebTicketABSQueryUsingWebTicket: soWebTicketTicketGetWithclientCert Failed. Unable to get webTicket
0103092501|abs |4|00|[CAbsDirectory::getContactsFromServer] received empty response or error code = 6
0103092501|abs |1|00|[CAbsDirectory::processFetchTaskMsg] waiting for message
0103092504|pgui |4|00|UM service is 0 and play on phone service is 0

Have checked the NTP settings, and these are all ok, i see the right time on the screen.

http://community.polycom.com/t5/Skype-for-Business/CX-5500-unable-to-find-contacts-in-Address-Book/m...

& 

Every 30-60 sec we see "renewing securiry association"  on the display.

dont see anything in the logging about this...

Anybody an idea how to solve thee issues?

[SteffenBaierUK]

Hello Aniel G,

welcome to the Polycom Community.

Your error:

0103092501|tickt|4|00|soWebTicketTicketGetWithclientCert: Failed, result 500 error "An error occurred when verifying security for the message."

The community's Skype FAQ contains this post here:

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

Resolution: Have a look => 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