Call logs missing on VVX 411 5.6.0 with Skype for Business

[Anonymous]

We have about 60 of these handsets, but a good number are not loading the complete call history logs. I've noticed that the placed, missed, and received call logs are missing the past week, or even month depending on the handset. Some handsets might have a few random call logs throughout the past few days, but many entries are still missing. The call logs do show in the desktop Skype client correctly.

We use O365 for our email and in the phone's admin page under Exchange Client, I see the Exchange URL and Exchange Call Logs shows synchronized, but call logs are still missing. I compared the output of the "Exchange Client" page to a working phone and all settings match. I factory defaulted a problematic handset, but it came back with the same issue where it only downloaded call logs that were around a week old with many from the previous days missing.

I attached the scrubbed config of a problematic phone. Also below is a snippet from the phone logs with the "Exchange Client" set to debug. Any help is appreciated!

1129104504|ec   |0|00|'calllogs' service timed out and re-fetching the data
1129104504|ec   |2|00|Fetching 'calllogs' service data using operation 'GetCalllogItem' and token type '2', length '1570'
1129104504|ec   |1|00|Transaction created for service 'calllogs' and operation 'GetCalllogItem'.
1129104504|ec   |0|00|Preparing SOAP transaction request for operation 'GetCalllogItem'
1129104504|ec   |1|00|[CEwsTransactionMgr::handleTransaction] Acquiring semaphore
1129104504|ec   |0|00|Adding transaction to the fetch list with fetch value '0'
1129104504|ec   |0|00|[CEwsTransactionMgr::handleTransaction] Releasing semaphore for add transaction [now 0 and later 1]
1129104504|ec   |1|00|Finished processing of received response for service 'calllogs'
1129104504|ec   |2|00|Transaction processing completed for service 'calllogs'
1129104505|ec   |1|00|[CEwsTransactionMgr::handleTransaction] Acquiring semaphore
1129104505|ec   |0|00|Deleting previous/last SOAP transaction request from fetch list.
1129104505|ec   |1|00|Transaction list size: now 0 and later 1
1129104505|ec   |0|00|Processing next SOAP transaction request.
1129104505|ec   |1|00|Executing SOAP transaction request.
1129104505|ec   |0|00|'calllogs' Service configured SSL protocol is '6'
1129104505|ec   |0|00|CPolySoapAccessMgr::createRequest ctx is empty no proxies
1129104505|ec   |1|00|[CEwsTransactionMgr::handleTransaction] Releasing semaphore
1129104506|ec   |1|00|Started processing received response for service 'calllogs'
1129104506|ec   |0|00|Processing GetItem response for call logs service.
1129104506|ec   |0|00|'calllogs' service timed out and re-fetching the data
1129104506|ec   |2|00|Fetching 'calllogs' service data using operation 'GetCalllogItem' and token type '2', length '1570'
1129104506|ec   |1|00|Transaction created for service 'calllogs' and operation 'GetCalllogItem'.
1129104506|ec   |0|00|Preparing SOAP transaction request for operation 'GetCalllogItem'
1129104506|ec   |1|00|[CEwsTransactionMgr::handleTransaction] Acquiring semaphore
1129104506|ec   |0|00|Adding transaction to the fetch list with fetch value '0'
1129104506|ec   |0|00|[CEwsTransactionMgr::handleTransaction] Releasing semaphore for add transaction [now 0 and later 1]
1129104506|ec   |1|00|Finished processing of received response for service 'calllogs'
1129104506|ec   |2|00|Transaction processing completed for service 'calllogs'
1129104507|ec   |1|00|[CEwsTransactionMgr::handleTransaction] Acquiring semaphore
1129104507|ec   |0|00|Deleting previous/last SOAP transaction request from fetch list.
1129104507|ec   |1|00|Transaction list size: now 0 and later 1
1129104507|ec   |0|00|Processing next SOAP transaction request.
1129104507|ec   |1|00|Executing SOAP transaction request.
1129104507|ec   |0|00|'calllogs' Service configured SSL protocol is '6'
1129104507|ec   |0|00|CPolySoapAccessMgr::createRequest ctx is empty no proxies
1129104507|ec   |1|00|[CEwsTransactionMgr::handleTransaction] Releasing semaphore
1129104507|ec   |1|00|Started processing received response for service 'calllogs'
1129104507|ec   |0|00|Processing GetItem response for call logs service.
1129104507|ec   |0|00|'calllogs' service timed out and re-fetching the data
1129104507|ec   |2|00|Fetching 'calllogs' service data using operation 'GetCalllogItem' and token type '2', length '1570'
1129104507|ec   |1|00|Transaction created for service 'calllogs' and operation 'GetCalllogItem'.
1129104507|ec   |0|00|Preparing SOAP transaction request for operation 'GetCalllogItem'
1129104507|ec   |1|00|[CEwsTransactionMgr::handleTransaction] Acquiring semaphore
1129104507|ec   |0|00|Adding transaction to the fetch list with fetch value '0'
1129104507|ec   |0|00|[CEwsTransactionMgr::handleTransaction] Releasing semaphore for add transaction [now 0 and later 1]
1129104507|ec   |1|00|Finished processing of received response for service 'calllogs'
1129104507|ec   |2|00|Transaction processing completed for service 'calllogs'
1129104508|ec   |1|00|[CEwsTransactionMgr::handleTransaction] Acquiring semaphore
1129104508|ec   |0|00|Deleting previous/last SOAP transaction request from fetch list.
1129104508|ec   |1|00|Transaction list size: now 0 and later 1
1129104508|ec   |0|00|Processing next SOAP transaction request.
1129104508|ec   |1|00|Executing SOAP transaction request.
1129104508|ec   |0|00|'calllogs' Service configured SSL protocol is '6'
1129104508|ec   |0|00|CPolySoapAccessMgr::createRequest ctx is empty no proxies
1129104508|ec   |1|00|[CEwsTransactionMgr::handleTransaction] Releasing semaphore
1129104508|ec   |1|00|Started processing received response for service 'calllogs'
1129104508|ec   |0|00|Processing GetItem response for call logs service.
1129104508|ec   |2|00|Sending missed call counter '1' for UI display after download
1129104508|ec   |0|00|'calllogs' service timed out and re-fetching the data
1129104508|ec   |0|00|Calllogs sync process is started with state 2
1129104508|ec   |2|00|Creating getEvents request for 'calllogs' service 
1129104508|ec   |2|00|Fetching 'calllogs' service data using operation 'GetEvents' and token type '2', length '1570'
1129104508|ec   |1|00|Transaction created for service 'calllogs' and operation 'GetEvents'.
1129104508|ec   |0|00|Preparing SOAP transaction request for operation 'GetEvents'
1129104508|ec   |1|00|[CEwsTransactionMgr::handleTransaction] Acquiring semaphore
1129104508|ec   |0|00|Adding transaction to the fetch list with fetch value '0'
1129104508|ec   |0|00|[CEwsTransactionMgr::handleTransaction] Releasing semaphore for add transaction [now 0 and later 1]
1129104508|ec   |1|00|Finished processing of received response for service 'calllogs'
1129104508|ec   |2|00|Transaction processing completed for service 'calllogs'
1129104508|ec   |0|00|Synchronizing table with 0 rows and 0 cols
1129104508|ec   |0|00|Synchronizing table with 0 rows and 0 cols
1129104508|ec   |0|00|Synchronizing table with 0 rows and 0 cols
1129104508|ec   |0|00|Synchronizing table with 0 rows and 0 cols
1129104509|ec   |1|00|[CEwsTransactionMgr::handleTransaction] Acquiring semaphore
1129104509|ec   |0|00|Deleting previous/last SOAP transaction request from fetch list.
1129104509|ec   |1|00|Transaction list size: now 0 and later 1
1129104509|ec   |0|00|Processing next SOAP transaction request.
1129104509|ec   |1|00|Executing SOAP transaction request.
1129104509|ec   |0|00|'calllogs' Service configured SSL protocol is '6'
1129104509|ec   |0|00|CPolySoapAccessMgr::createRequest ctx is empty no proxies
1129104509|ec   |1|00|[CEwsTransactionMgr::handleTransaction] Releasing semaphore
1129104509|ec   |1|00|Started processing received response for service 'calllogs'
1129104509|ec   |1|00|Resetting timer for service 'calllogs' and period 90000
1129104509|ec   |1|00|Finished processing of received response for service 'calllogs'
1129104509|ec   |2|00|Transaction processing completed for service 'calllogs'
1129104510|ec   |1|00|[CEwsTransactionMgr::handleTransaction] Acquiring semaphore
1129104510|ec   |0|00|Deleting previous/last SOAP transaction request from fetch list.
1129104510|ec   |1|00|Transaction list size: now 0 and later 0
1129104510|ec   |1|00|[CEwsTransactionMgr::handleTransaction] Releasing semaphore
1129104516|ec   |0|00|[getIdleTransaction] Encrypted data exist : 1
1129104516|ec   |0|00|'ews' Service configured SSL protocol is '6'
1129104516|ec   |0|00|CPolySoapAccessMgr::createRequest ctx is empty no proxies
1129104516|ec   |0|00| --- processGetEventsResponse 1 ---
1129104546|ec   |0|00|[getIdleTransaction] Encrypted data exist : 1
1129104546|ec   |0|00|'ews' Service configured SSL protocol is '6'
1129104546|ec   |0|00|CPolySoapAccessMgr::createRequest ctx is empty no proxies
1129104546|ec   |0|00| --- processGetEventsResponse 1 ---

[SteffenBaierUK]

Hello @ericn,

welcome to the Polycom Community.

As this is may be a network issue I would check this on your end as I can see a couple of these:

1129104508|ec   |0|00|'calllogs' service timed out and re-fetching the data

If you verified this please open this via your Polycom reseller.

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 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

[Anonymous · Accepted solution]

Just an update for some other poor soul who might encounter this same issue, our autodiscover URL was set wrong in the OAuth config. Once that was fixed, I rebooted the desktop client and phone. All call logs were showing on both the client and handset after the change.

I am referring to the "ExchangeAutodiscoverUrl" under the get/set of Get-CsOAuthConfiguration/Set-CsOAuthConfiguration.