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The Poly Phones Knowledge Base is live! We look forward to helping you with common issues and troubleshooting advice!
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‎08-09-2023 06:52 PM

HP Recommended
Product: Trio 8800

As of today, all of our Trio 8800's signed out of their room account and we cannot sign back in. Is there some sort of outage or something we are missing? Our GS500/700 are still OK.

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5 REPLIES 5

‎08-10-2023 01:02 AM

HP Recommended

Hello @J-Topcon ,


Welcome to the HP community.


Your post unfortunately does not contain the currently used Software version for the HP Poly product .

 

This is important especially in the future when someone finds this post in days, months, or years to come.

 

We also have no idea what type of service that you are trying to sign into so we cannot try and help.

 

Please provide the details and we can try and help you.


Best regards


Steffen Baier

 

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
Was this reply helpful? Yes No

‎08-10-2023 01:28 AM

HP Recommended
Hi Steffen,
 
My setup:
 
Trio800
Sfb Profile
5.9.6 last revision
Using RealConnect
 
All my Trios signed out of the room resource account, and I can no longer sign into it or any M365 account. 
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‎08-10-2023 01:38 AM

HP Recommended

Hello  @J-Topcon ,

 

Poly RealConnect would not use Skype for Business and would use openSIP instead.

 

UC Software 5.9.6 is not the latest version as this would be today's UC Software 7.2.6 or the previous 7.1.3

 

I suggest you work with our support organization in your region. Details are in my signature.


Best Regards


Steffen Baier

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
Was this reply helpful? Yes No

‎08-10-2023 04:06 AM - edited ‎08-10-2023 04:10 AM

HP Recommended

Hello @J-Topcon ,

 

most likely your Poly Trio is set up with 2 lines or more.

 

I am just assuming this but the 1st line is probably Skype for Business Online aka the Microsoft 3PIP gateway.

 

Our Partner Microsoft announced a long time ago that they will discontinue this service (example >here<) and if you are using a compatible phone you should switch to the Microsoft Teams SIP gateway.

 

We do have a public article about this >here< but I am double checking as this only allows 1 line and would break the RealConnect implementation.

 

You can easily verify this by checking a backup of the Trio via the Web Interface:

 

  • Utilities > Phone Backup & Restore > Phone Backup > Phone Backup

 

It should contain:

 

		device.baseProfile.set="1"
		device.baseProfile="Lync"

 

 

2 lines or more via:

 

		reg.limit="2"

 

 

If my assumption is correct set the following:

  • Settings > Logging > Global Settings > Global Log Level Limit > Log File Size (Kbytes) > Trio or CCX 10240
  • Settings > Logging > Module Log Level Limits > SIP > Debug

 

then Reboot the device and wait about 2 minutes or so and get the Logs

  • Diagnostics > View & Download Logs > UCS Application > Export

 

If you check the Logs and see:

 

0810002915|sip  |2|00|MakeTlsConnection: SSL_connect OK : TLS Handshake completed successfully
0810002915|sip  |1|00|[TLS] hostname we are connected to is: 'sipdir.online.lync.com'  IP '52.112.192.75' port 443
0810002915|sip  |3|00|[TLS] Validating Subject Alternative Name(s) (SAN) and Common Name (CN) against the following:
0810002915|sip  |3|00|[TLS]            Hostname: bindingsite.com
0810002915|sip  |3|00|[TLS]      Outbound Proxy: bindingsite.com
0810002915|sip  |3|00|[TLS] Hostname connection: sipdir.online.lync.com
0810002915|sip  |1|00|[TLS] Comparing certificate SAN type DNS: 'sipfed.online.lync.com'
0810002915|sip  |1|00|[TLS] Comparing certificate SAN type DNS: '*.online.lync.com'
0810002915|sip  |3|00|[TLS] certificate SAN wildcard: '*.online.lync.com' matched
0810002915|sip  |3|00|[TLS] Validating certificate SAN of type DNS with '*.online.lync.com'
0810002915|sip  |3|00|[TLS] Server Certificate SAN or CN validation success. SSL verify result 0
0810002915|sip  |1|00|MakeTlsConnection: post_connection_checks passed

 

and

 

0810002916|sip  |0|00|<<< Data received TLS
0810002916|sip  |0|00|    SIP/2.0 488 Not acceptable here

 


then my assumption is right.

 

The above is from our Partner Microsoft and shows that Line 1 is using the disabled 3PIP gateway.

 

Best regards

 

Steffen Baier

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
Was this reply helpful? Yes No

‎08-10-2023 09:41 AM - edited ‎08-10-2023 10:00 AM

HP Recommended

Steffen, you are correct, we have 2 lines, line 1 is Sfb and line 2 is Teams/RealConnect bridge.

 

We we misguided and was told we did not have to to migrate to Microsoft Teams SIP Gateway, as that would only allow Audio calling only. Can you advise on the best course of action for us to retain RealConnect/Calendaring functionality?

 

 

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