Trio 8800 issues registering to CUCM

[KRay]

I am using a deplyoing trios 8800 at a new site and registering to the CUCM

Phone lines are being configured as Line2 - Line1 is Skype

I am having issues where by it registers to the CUCM and immediately unregisters.

there are other trio 8800 at other sites that are getting registered to the same CUCM - All the working trios at other sites and non working trios have the same firmware

UC Software Version

5.7.2.3205

The error on the logs i seem to get it 

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

0717175343|cfg |*|00|Prov|Finished updating configuration
0717175343|cfg |*|00|Prov|Starting to provision
0717175343|cfg |*|00|Prov|Starting to update
0717175343|copy |*|00|Server '10.112.100.57' said 'phoneservice/configfiles/64167f7697bd/contacts/64167f7697bd-directory.xml' is not present
0717175343|clist|4|00|dbSet::srv2mem:'64167f7697bd/contacts/64167f7697bd-directory.xml' File transfer failed, trying to get local file
0717175344|app1 |*|00|SoRegistrationEventLast - new AppRegLineC, szUser = 7326962
0717175344|sip |*|00|Sip Register Usr:7326962 Dsp:Phone Line Auth:'7326962' Inx:1
0717175344|app1 |4|00|AppPhoneC::OnEvReg - Ctx [1] Registered [0]
0717175344|app1 |4|00|AppPhoneC::OnEvReg - Ctx [1] Registered [0]
0717175344|copy |*|00|Server '10.112.100.57' said 'phoneservice/configfiles/64167f7697bd/contacts/000000000000-directory.xml' is not present
0717175344|clist|4|00|dbSet::srv2mem:'64167f7697bd/contacts/000000000000-directory.xml' File transfer failed, trying to get local file
0717175344|copy |*|00|Server '10.112.100.57' said 'phoneservice/configfiles/64167f7697bd/overridesProfile/64167f7697bd-phone.cfg' is not present
0717175344|cfg |4|00|Prov|cfgProvStatusSet: error code '22' respCode '404' desc '64167f7697bd/overridesProfile/64167f7697bd-phone.cfg'
0717175344|cfg |4|00|Prov|File transfer failed due to curl error code:22 and respCode:404
0717175344|cfg |4|00|Prov|provStatusCbSynced CfgProvTransferringFileResult_CurlError: error code '22' respCode '404' desc '64167f7697bd/overridesProfile/64167f7697bd-phone.cfg' provErrorPopupDisplayed 'F'
0717175344|app1 |4|00|AppPhoneC::OnEvReg - Ctx [1] Registered [1]
0717175344|wmgr |4|00|[findProxy] Invalid proxy mode '8' specified to find the proxy
0717175344|wmgr |4|00|[sendXMLObject] Proxy connect result '0'
0717175344|copy |*|00|Server '10.112.100.57' said 'phoneservice/configfiles/64167f7697bd/license/000000000000-license.cfg' is not present
0717175345|copy |*|00|Server '10.112.100.57' said 'phoneservice/configfiles/64167f7697bd/license/64167f7697bd-license.cfg' is not present
0717175345|cfg |*|00|Prov|Setting device parameters from configuration files.
0717175345|sip |*|00|Sip UnRegister Usr:7326962 Dsp:Phone Line Auth:'7326962' Inx:1
0717175345|sip |*|00|SipUserRemove: user 1 being removed.
0717175345|clist|4|00|dbSet::load:cleared load error state m_sync=<0x40>
0717175345|clist|4|00|dbSet::ioRequest:dir=<0> m_status=<true> src=<64167f7697bd/contacts/64167f7697bd-directory.xml> dst=</data/polycom/ffs0/user/64167f7697bd/64167f7697bd-directory.xml> m_sync=<0x10>
0717175345|cfg |*|00|Prov|Finished updating configuration

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

can anyone advise what the issue could be here please?

[SteffenBaierUK]

Hello @KRay ,

welcome to the Poly Community.

Both the communities Must Read First and the 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,Teams, Skype for Business Online, Skype for Business on Premise, Lync)
• Additional Poly 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
• For questions around Support please check here

Whilst providing some of these details may not directly impact any possible answer the community can provide, it does enable Poly 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 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 posts.

Jan 19, 2012 Question: How to troubleshoot Polycom VoIP related Issues?

Resolution: Please check => 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

[KRay]

Thanks for your reply

Details for the phones

Phone Information

Phone Model

Trio 8800

Part Number

3111-65290-001 Rev:A

UC Software Version

5.7.2.3205

There are other sites that are working with the same UC Software version and connection is established for other sites. Also this is the only site when I try to upgrade the firmware seems to be not coming back with the firmware and says failed to get the firmware whereas it is working for other sites

The logs which most likely shows the errors are as bellow 

000608.693|wmgr |4|00|[sendXMLObject] Proxy connect result '0'
000640.998|so |4|00|SNTP: sync failed with all servers, trying again[0]
000739.407|wad |4|00|parseAndSaveRequiredInfo()- Response received is less than 32 bytes
000739.409|wad |4|00|parseAndSaveRequiredInfo()- Response received is less than 32 bytes
000742.550|cfg |4|00|Prov|CfgDhcpInformControl::ExtractOptions: DHCP ACK message failed initial validation. Skipping parsing of DHCP options.
000742.599|cfg |4|00|Prov|CfgDhcpInformControl::ExtractOptions: DHCP ACK message failed initial validation. Skipping parsing of DHCP options.
000750.549|cfg |4|00|Prov|CfgDhcpInformControl::ExtractOptions: DHCP ACK message failed initial validation. Skipping parsing of DHCP options.
000750.599|cfg |4|00|Prov|CfgDhcpInformControl::ExtractOptions: DHCP ACK message failed initial validation. Skipping parsing of DHCP options.
000753.450|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'xxxxxx.onmicrosoft.com' found no records
000753.450|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'xxxxxx.onmicrosoft.com' found no records
000753.529|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'xxxxxx.onmicrosoft.com' found no records
000753.529|sip |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'sipinternal.xxxxxx.onmicrosoft.com' found no records
000754.489|nisvc|4|00|Renew(0) Pac Fetch Failed, SMCtx:ProxyData:UserName Invalid,Password Invalid,nAddrs:0, Type/Address:DHCPCurl:, HttpCode:0 CurlCode:0 DiagErrCode:0, Retry:0 Failed:3 Renew:0 Expiry:0 Domain:xxxxxxx.com Domain Tokens(1),xxxxxxx.com, Domain Idx:4294967295
000754.489|app1 |4|00| getIndication Str 400
000758.754|wad |4|00|parseAndSaveRequiredInfo()- Response received is less than 32 bytes
000812.644|sip |4|00|MakeTlsConnection: SSL_connect error 5
000812.644|sip |4|00|MakeTlsConnection: connection failed error -1
000812.659|wmgr |4|00|[findProxy] Invalid proxy mode '8' specified to find the proxy
000812.659|wmgr |4|00|[sendXMLObject] Proxy connect result '0'

[SteffenBaierUK]

Hello @KRay ,

0717175343|copy |*|00|Server '10.112.100.57' said 'phoneservice/configfiles/64167f7697bd/contacts/64167f7697bd-directory.xml' is not present

The above line shows us that you are using an RPRM but you did not tell us this within the minimum required information.

Also, you did not attach a backup of a working unit and a non-working unit.

I suggest you get this into support after you ensure that the time server is set in this network:

000812.644|sip |4|00|MakeTlsConnection: SSL_connect error 5
000812.644|sip |4|00|MakeTlsConnection: connection failed error -1

Your phone does not have an NTP server.

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.

Exertis Go Connect B.V. sold this unit back in 20/06/2019 so it is nearly new.

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier