Realpresence trio 8800 - Problem signing into Skype

[Anonymous]

Whenever I connect our Polycom to our network after it has been disconnected for a day or so, it will just say 'Signing in as This may take several minutes...' unless I connect it to a broadband connection first. Once it is connected to a broadband connection, it will then sign into Skype. I can then plug it into our network and it will connect to Skype on our network. If we then disconnect it for a day and try to connect it on the network again, we get the message 'Signing in as This may take several minutes...'.
I hope this makes sense. I am pasting part of the log.

1031092102|sip  |3|00|NoCall::TimeOut500ms 'Registering' m_nExpire == 0 RegisterCall -> Schedule Register listSize 0 lTimeout 0
1031092102|sip  |2|00|Schedule 'Register' nEvent 0 busyFlag 0 num events waiting 0
1031092102|sip  |2|00|new UA Client Non-INVITE trans state 'callingTrying', timeout=0 (0x41017548)
1031092102|sip  |3|00|RegClient:RegClient expire 66 overlap 0
1031092102|sip  |2|00|SendCommand: reqDest 'xxxxxxxxxxxxx.xxxx.uk' isLync 0 isGRUU 0 isIP 0 useEffectiveProxy 1
1031092102|sip  |1|00|SendCommand: isLync 0 isGRUU 0 isIP 0 useEffectiveProxy 1
1031092102|sip  |1|00|CreateFailOverProxyList : Reg to Domain 'xxxxxxxxxxxxx.xxxx.uk' nPort 0, lkup 6
1031092102|sip  |1|00|CreateFailOverProxyList : Domain is in user part
1031092102|sip  |1|00|CreateFailOverProxyList : For REGISTER Request nPort 0
1031092102|sip  |1|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList for 'sipfed1E.online.lync.com' port 443 returned 1 results
1031092102|sip  |1|00|doDnsListLookup(tls): result 0 '52.112.194.11' port 443 isInBound 0
1031092102|sip  |3|00|CreateFailOverProxyList : Redirect list 'REDIRECT' 'sipfed1E.online.lync.com' IP 1 is '52.112.194.11' on tls port 443
1031092102|sip  |2|00|CreateFailOverProxyList : Exit 'REDIRECT' lookup with 1 IP Addresses
1031092102|sip  |2|00|CreateFailOverProxyList : IP 1 is '52.112.194.11' on tls port 443
1031092102|sip  |1|00|CTrans:: SendCommand | this=41017548, bVQMonMessage=0, m_pCall->m_pUser->m_bOBFailOverReRegOn=0, m_pCall->m_pUser->m_bVQMonFailoverEnabled=1
1031092102|sip  |1|00|CTcp::Send(TLS) entry for address 52.112.194.11 port 443 can Connect 1 canFailOver 0
1031092102|sip  |1|00|CTcp::Send(TLS) address 52.112.194.11 port 443 can Connect 1
1031092102|sip  |2|00|CTcpSocket::CTcpSocket entry m_bIsTcpPersistentConnection 0, Inbound 0 Timeout 120 this 0x4101a4c8
1031092102|sip  |3|00|Open socket 237(0x4101a4c8)
1031092102|sip  |1|00|SetRemoteAddress set SND BUF to 64000 OK
1031092102|sip  |1|00|SetRemoteAddress set SEND TIMEOUT to 100ms OK
1031092102|sip  |3|00|SetRemoteAddress OK on try 1 nPort 41806 0x4101a4c8
1031092102|sip  |1|00|Task name tTCPCnt237
1031092102|sip  |1|00|CTcp::Send(TLS) exit for address 52.112.194.11 port 443 can Connect 1 status 1 canFailOver 0 FoundSocket 0
1031092102|sip  |3|00|CTcpSocket::ConnectThreadLocal. Trying to connect IP 52.112.194.11:443
1031092102|sip  |3|00|connectNonBlock is successful
1031092102|sip  |1|00|MsgSipTcpSocketStatus socket 237 status 1 m_bIsReconnectNeeded 0
1031092102|sip  |2|00|CTcpSocket::OnSocketStatus socket 237(0x4101a4c8) bStatus 1
1031092102|sip  |2|00|MakeTlsConnection: SSL_connect OK : TLS Handshake completed successfully
1031092102|sip  |1|00|[TLS] hostname we are connected to is: 'sipfed1E.online.lync.com'  IP '52.112.194.11' port 443
1031092102|sip  |3|00|[TLS] Validating Subject Alternative Name(s) (SAN) and Common Name (CN) against the following:
1031092102|sip  |3|00|[TLS]            Hostname: xxxxxxxxxxxxx.xxxx.uk
1031092102|sip  |3|00|[TLS]      Outbound Proxy: xxxxxxxxxxxxx.xxxx.uk
1031092102|sip  |3|00|[TLS] Hostname connection: sipfed1E.online.lync.com
1031092102|sip  |1|00|[TLS] Comparing certificate SAN type DNS: '*.infra.lync.com'
1031092102|sip  |3|00|[TLS] Allowing Server certificate with Specifc SN/SAN
1031092102|sip  |3|00|[TLS] Validating certificate SAN of type DNS with '*.infra.lync.com'
1031092102|sip  |3|00|[TLS] Server Certificate SAN or CN validation success. SSL verify result 0
1031092102|sip  |1|00|MakeTlsConnection: post_connection_checks passed
1031092102|sip  |3|00|MakeTlsConnection: connection succeeded
1031092102|sip  |0|00|>>> Data Send TLS 52.112.194.11:443
1031092102|sip  |0|00|    REGISTER sip:xxxxxxxxxxxxx.xxxx.uk;transport=tls SIP/2.0
1031092102|sip  |0|00|    Via: SIP/2.0/TLS 172.30.152.54:41806;branch=z9hG4bK8030346d7CD50522
1031092102|sip  |0|00|    From: "logitech.skype" <sip:logitech.skype@xxxxxxxxxxxxx.xxxx.uk>;tag=2E815F76-B0A684DE;epid=64167f1e5e9e
1031092102|sip  |0|00|    To: <sip:logitech.skype@xxxxxxxxxxxxx.xxxx.uk>
1031092102|sip  |0|00|    CSeq: 1 REGISTER
1031092102|sip  |0|00|    Call-ID: 8d6fe5e7-641fe952-2ae31386@172.30.152.54
1031092102|sip  |0|00|    Contact: <sip:logitech.skype@172.30.152.54:41806;transport=tls>;methods="INVITE, ACK, BYE, CANCEL, OPTIONS, INFO, MESSAGE, SUBSCRIBE, NOTIFY, PRACK, UPDATE, REFER, BENOTIFY";proxy=replace;+sip.instance="<urn:uuid:d09268db-161a-5f0b-8ab9-81e1f55d6b65>"
1031092102|sip  |0|00|    User-Agent: Polycom/5.4.3.2400 PolycomRealPresenceTrio-Trio_8800-UA/5.4.3.2400
1031092102|sip  |0|00|    Accept-Language: en
1031092102|sip  |0|00|    Ms-device-info: MAC=64-16-7F-1E-5E-9E, vendor=POLYCOM, version=PolycomRealPresenceTrio-Trio_8800-5.4.3.2400
1031092102|sip  |0|00|    ms-keep-alive: UAC;hop-hop=yes
1031092102|sip  |0|00|    Supported: msrtc-event-categories,adhoclist,ms-cluster-failover,ms-userservices-state-notification,gruu-10,gruu
1031092102|sip  |0|00|    Event: registration
1031092102|sip  |0|00|    ms-subnet: 172.30.152.0
1031092102|sip  |0|00|    Max-Forwards: 70
1031092102|sip  |0|00|    Content-Length: 0
1031092102|sip  |0|00|  
1031092102|sip  |0|00|>>> End of data send
1031092102|sip  |1|00|CTcpSocket::SendData TLS queuedTxData = 0 TotalLen 1044 loop count 1 maxQueueDepth 40000
1031092102|sip  |1|00|CTcpSocket::SendData TLS Sent 1044 loop count 1
1031092102|sip  |0|00|<<< Data received TLS
1031092102|sip  |0|00|    SIP/2.0 401 Unauthorized
1031092102|sip  |0|00|    ms-user-logon-data: RemoteUser
1031092102|sip  |0|00|    Date: Tue, 31 Oct 2017 09:21:02 GMT
1031092102|sip  |0|00|    WWW-Authenticate: TLS-DSK realm="SIP Communications Service", targetname="DB41E00EDG15.infra.lync.com", version=4, sts-uri="https://webdir1E.online.lync.com:443/CertProv/CertProvisioningService.svc"
1031092102|sip  |0|00|    From: "logitech.skype" <sip:logitech.skype@xxxxxxxxxxxxx.xxxx.uk>;tag=2E815F76-B0A684DE;epid=64167f1e5e9e
1031092102|sip  |0|00|    To: <sip:logitech.skype@xxxxxxxxxxxxx.xxxx.uk>;tag=8BD17C0CFB7DC398B8F133326F42F334
1031092102|sip  |0|00|    Call-ID: 8d6fe5e7-641fe952-2ae31386@172.30.152.54
1031092102|sip  |0|00|    CSeq: 1 REGISTER
1031092102|sip  |0|00|    Via: SIP/2.0/TLS 172.30.152.54:41806;branch=z9hG4bK8030346d7CD50522;received=52.112.132.254;ms-received-port=41806;ms-received-cid=74F18600
1031092102|sip  |0|00|    ms-telemetry-id: 92791CDE-629D-53E4-B09E-4DE98CBD44FB
1031092102|sip  |0|00|    Server: RTC/7.0
1031092102|sip  |0|00|    Content-Length: 0
1031092102|sip  |0|00|  
1031092102|sip  |1|00|MsgSipTcpPacket
1031092102|sip  |1|00|SipOnCommand: response 401,REGISTER
1031092102|sip  |1|00|SipOnCommand: response 401,REGISTER matches user 1 of 1 'logitech.skype'
1031092102|sip  |3|00|UA Client Non-INVITE REGISTER trans state 'callingTrying'->'completed' by 401 resp 10 timeout(0x41017548)
1031092102|sip  |2|00|CTrans:: REGISTER NonInv reTrans ALREADY stopped in 'completed' state at retryCount 0 code 401, timeout=10 (0x41017548)
1031092102|sip  |3|00|401 challenge received
1031092102|sip  |2|00|new UA Client Non-INVITE trans state 'callingTrying', timeout=0 (0x4101c888)
1031092102|sip  |2|00|CStkAuth::ParseAuthenticateHeader: TLS-DSK parsing enabled
1031092102|sip  |2|00|CStkAuth::ParseAuthenticateHeader: TLS-DSK parsing enabled
1031092102|sip  |2|00|CStkAuth::ParseAuthenticateHeader: TLS-DSK parsing enabled
1031092102|sip  |2|00|CStkAuth::ParseAuthenticateHeader: TLS-DSK parsing enabled
1031092102|sip  |1|00|TLS-DSK: Setting of Client Certificate failed due to (33558530) error:02001002:system library:fopen:No such file or directory
1031092102|sip  |1|00|TLS-DSK: Setting of Client Private key failed due to (537346050) error:20074002:BIO routines:FILE_CTRL:system lib
1031092102|sip  |3|00|m_nTLSDSKState = TLSDSK_INIT
1031092102|utilm|4|00|uBLFUnCompressed: File /data/polycom/ffs0/Config/Local/WebTicket/0/sip.usr doesn't exist or is empty
1031092102|sip  |3|00|m_nTLSDSKState = TLSDSK_INIT soWebTicketUserCertGet() rc:-1
1031092102|sip  |3|00|Cert validityDuration is 0
1031092102|sip  |3|00|Cert Valid Until 0
1031092102|sip  |2|00|CStkTlsDsk:ParseMsgHdr Cert Valid=0,Credential Type=2
1031092102|sip  |2|00|CStkTlsDsk:ParseMsgHdr Invalid Certificate..Forcing a re-sgin
1031092102|sip  |0|00|m_nTLSDSKState = TLSDSK_INIT  bAutoKickStartTLSDSK:1. rc 0 expires 0
1031092102|sip  |3|00|m_credType[2] bParsedNtlmForFailOver[0]
1031092102|sip  |1|00|Dialog 'id05f00126' State 'Trying'->'Terminated'
1031092102|sip  |2|00|CStkDialog::CStkDialog SetAddressLocal Config 'logitech.skype' <logitech.skype@xxxxxxxxxxxxx.xxxx.uk:0>
1031092102|sip  |2|00|CStkDialog::CStkDialog AddressLocal set to Config
1031092102|sip  |3|00|CStkDialog::SetAddressLocal localTag set to ''
1031092102|sip  |3|00|CStkDialog::SetAddressLocal new address added of 1
1031092102|sip  |2|00|CStkDialog::CStkDialog TAG 'F1862B0B-AAA8CA2F' generated
1031092102|sip  |2|00|CStkDialog::CStkDialog local addr 'logitech.skype' <logitech.skype@xxxxxxxxxxxxx.xxxx.uk:0> Tag 'F1862B0B-AAA8CA2F'
1031092102|sip  |2|00|CStkDialog::CStkDialog exit 0x2d6a800 local list size 1
1031092102|sip  |2|00|CStkDialogList::CreateDialogObject localTarg usr 'logitech.skype'
1031092102|sip  |3|00|O365 User account, m_nExpire[300] bNeedToDelAuthObj[1]
1031092103|sip  |1|00|SipGotNewUserCert: pstNewUserCert[57379328]
1031092103|sip  |3|00|TLS-DSK:soWebTicketCbFunc: the event type is 1
1031092103|sip  |4|00|TLS-DSK:soWebTicketCbFunc: SoWebTicketCb_ResponseError event triggered from the soWebTicket
1031092134|sip  |4|00|SSL_get_error Error code=5,rc(-1)
1031092134|sip  |4|00|TLS Listen Thread Exit
1031092134|sip  |1|00|MsgSipTcpSocketStatus socket 237 status 0 m_bIsReconnectNeeded 0
1031092134|sip  |2|00|CTcpSocket::OnSocketStatus socket 237(0x4101a4c8) bStatus 0
1031092134|sip  |3|00|CTcpSocket::~CTcpSocket socket 237   entry for 0x4101a4c8
1031092134|sip  |3|00|CTcpSocket::~CTcpSocket socket 237(0x4101a4c8) SSL_shutdown rc=-1, ltf(1)
1031092134|sip  |3|00|CTcpSocket::~CTcpSocket socket 237(0x4101a4c8) close
1031092134|sip  |3|00|CTcpSocket::~CTcpSocket Got lock

[SteffenBaierUK]

Hello dmorri,

welcome to the Polycom Community.

It is always useful to include the currently used UC Software version as issues experienced or a question asked may already be addressed in a newer release.

This also allows yourself and others to check against current software release notes, Administrator Guides or FAQ post’s.

The above is also stated in the "Must Read First" and is the absolute minimum requirement every new post should include. .

In addition providing us with this basic information gives Polycom an idea what Software Versions are used in the field and avoids wasting time trying to troubleshoot issues which have already been addressed.

Fortunately the Log shows this information so the first step you should do is update to a currently supported version aka UC Software 5.5.2 as you are still using a 5.4.3 build.

This may already address your issue.

In addition you can see:

1031092134|sip  |4|00|SSL_get_error Error code=5,rc(-1)
1031092134|sip  |4|00|TLS Listen Thread Exit

The Logging is not set at debug so we cannot tell what the actual issue is.

The Skype for Business FAQ contains this post here:

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

Resolution: Have a look => here <=

I suggest you first update and then check the FAQ post.

You can post more logs once this has happened so myself and other community members can try and help.

The next step after this is to contact Westcon as they sold the unit back in 29/03/2017

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]

Hi Steffan,

Thanks for your reply. I have not updated the device to version 5.5.2.11338. I have plugged it in again on our network and it has logged into Skype now. I will have to wait until Monday to see if the issue is resolved as it normally doesn't let you log in after it has been switch off for a day or so.

I can still see those SSL errors in the log. Do I need to configure the logging in some way so that we can see what is going causing this?

1103120602|sip  |3|00|CUser::HasNoCallCallInState for User Logitech.Skype,Index 0, total calls 9 state 'Register' rc 1 of type CCallNoCall
1103120602|sip  |3|00|NewRegisterState: 'Idle' 'Registered' -> 'Registering' Expires 5 Overlap 60 for (0x415f43f0)
1103120602|sip  |2|00|new UA Client Non-INVITE trans state 'callingTrying', timeout=0 (0x41488c08)
1103120602|sip  |1|00|signatureBuffer: <TLS-DSK><39C39BDE><17><SIP Communications Service><DB41E04FES08.infra.lync.com><ff62b04085c4707d5892df8b4e1e5e9e><1><SUBSCRIBE><sip:Logitech.Skype@xxxxxxxxx.xxxx.uk><75CAA25C-72424730><sip:Logitech.Skype@xxxxxxxxx.xxxx.uk><><><><0>
1103120602|sip  |1|00|SendCommand: isLync 1 isGRUU 0 isIP 0 useEffectiveProxy 1
1103120602|sip  |1|00|CreateFailOverProxyList : Reg to Domain 'xxxxxxxxx.xxxx.uk' nPort 443, lkup 5
1103120602|sip  |1|00|CreateFailOverProxyList : Domain is in user part
1103120602|sip  |1|00|CreateFailOverProxyList : For SUBSCRIBE Request nPort 443
1103120602|sip  |1|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList for '52.112.194.20' port 443 returned 1 results
1103120602|sip  |1|00|doDnsListLookup(tls): result 0 '52.112.194.20' port 443 isInBound 0
1103120602|sip  |1|00|CreateFailOverProxyList : 'TLS' for '52.112.194.20' port 443 IP 0 is '52.112.194.20' on tls port 443
1103120602|sip  |2|00|CreateFailOverProxyList : Exit 'TLS' lookup with 1 IP Addresses
1103120602|sip  |2|00|CreateFailOverProxyList result: IP 1 is '52.112.194.20' on tls port 443
1103120602|sip  |1|00|CTrans:: SendCommand | this=0x41488c08, bVQMonMessage=0, m_pCall->m_pUser->m_bOBFailOverReRegOn=0, m_pCall->m_pUser->m_bVQMonFailoverEnabled=1
1103120602|sip  |1|00|CTcp::Send(TLS) entry for address 52.112.194.20 port 443 can Connect 0 canFailOver 0
1103120602|sip  |1|00|CTcp::Send(TLS) address 52.112.194.20 port 443 can Connect 0
1103120602|sip  |0|00|>>> Data Send TLS 52.112.194.20:443
1103120602|sip  |0|00|    SUBSCRIBE sip:Logitech.Skype@xxxxxxxxx.xxxx.uk;transport=tls SIP/2.0
1103120602|sip  |0|00|    Via: SIP/2.0/TLS 172.30.152.54:46749;branch=z9hG4bKe04bd11c4C3E84D1
1103120602|sip  |0|00|    From: "Logitech Skype" <sip:Logitech.Skype@xxxxxxxxx.xxxx.uk>;tag=75CAA25C-72424730;epid=64167f1e5e9e
1103120602|sip  |0|00|    To: <sip:Logitech.Skype@xxxxxxxxx.xxxx.uk>
1103120602|sip  |0|00|    CSeq: 1 SUBSCRIBE
1103120602|sip  |0|00|    Call-ID: ff62b04085c4707d5892df8b4e1e5e9e
1103120602|sip  |0|00|    Contact: <sip:Logitech.Skype@xxxxxxxxx.xxxx.uk;opaque=user:epid:22iS0BoWC1-KuYHh9V1rZQAA;gruu>
1103120602|sip  |0|00|    Allow: INVITE, ACK, BYE, CANCEL, OPTIONS, INFO, MESSAGE, SUBSCRIBE, NOTIFY, PRACK, UPDATE, REFER
1103120602|sip  |0|00|    Event: vnd-microsoft-roaming-self
1103120602|sip  |0|00|    User-Agent: Polycom/5.5.2.11338 PolycomRealPresenceTrio-Trio_8800-UA/5.5.2.11338
1103120602|sip  |0|00|    Accept-Language: en
1103120602|sip  |0|00|    Accept: application/rlmi+xml,text/xml+msrtc.pidf
1103120602|sip  |0|00|    Supported: com.microsoft.autoextend,ms-benotify,ms-piggyback-first-notify,eventlist
1103120602|sip  |0|00|    Authorization: TLS-DSK qop="auth", realm="SIP Communications Service", opaque="C871013B", crand="39C39BDE", cnum="17", targetname="DB41E04FES08.infra.lync.com", response="5da9e683b9b017b27f90fe95139a8f4056916449"
1103120602|sip  |0|00|    Max-Forwards: 70
1103120602|sip  |0|00|    Expires: 0
1103120602|sip  |0|00|    Content-Length: 0
1103120602|sip  |0|00|   
1103120602|sip  |0|00|>>> End of data send
1103120602|sip  |1|00|CTcpSocket::SendData TLS queuedTxData = 0 TotalLen 1096 loop count 1 maxQueueDepth 40000
1103120602|sip  |1|00|CTcpSocket::SendData TLS Sent 1096 loop count 1
1103120602|sip  |3|00|SipOnTimer500ms: reg 1 and subscr 0 EventSchedule 0 state 'Shutdown Inprogress'
1103120602|sip  |1|00|MsgSipTcpPacket
1103120602|sip  |1|00|SipOnCommand: response 200,REGISTER
1103120602|sip  |1|00|SipOnCommand: response 200,REGISTER matches user 1 of 1 'Logitech.Skype'
1103120602|sip  |1|00|signatureBuffer: <TLS-DSK><10C8CB0A><16><SIP Communications Service><DB41E04FES08.infra.lync.com><3a15bbbfb6fa757268bf5ca8e51e5e9e><9><REGISTER><sip:Logitech.Skype@xxxxxxxxx.xxxx.uk><55E49D06-28EE9DDE><sip:Logitech.Skype@xxxxxxxxx.xxxx.uk><3DD8F3B404C3BD9FC3ECD1926A409E16><><><0><200>
1103120602|sip  |1|00|TLS-DSK:VerifySignature Succeeded
1103120602|sip  |3|00|UA Client Non-INVITE REGISTER trans state 'callingTrying'->'completed' by 200 resp 10 timeout(0x41498d08)
1103120602|sip  |2|00|[CTrans::ResponseProcess] REGISTER NonInv reTrans ALREADY stopped in 'completed' state at retryCount 0 code 200, timeout=10 (0x41498d08)
1103120602|sip  |3|00|CStateRegisterClient::OnEvResponse NO Service Route(s).
1103120602|sip  |3|00|CUser::OnRegistered Entry for call 0x415f2008 with expires 0 ticks Transport 'TLS' inval Method 2 RROFO 0
1103120602|sip  |3|00|CUser::OnRegistered m_nInbandProvSubscriptionTime set to 'Zero'
1103120602|sip  |3|00|CUser::OnRegistered MS NTLM Security Association Expiration Timer set to 'Zero'
1103120602|sip  |3|00|CCallNoCall::NewCallState 'LyncProvision'->'Idle' (0x415f3df4)
1103120602|sip  |3|00|CCallNoCall::NewCallState 'ServiceMediaAuth'->'Idle' (0x415f37f8)
1103120602|sip  |3|00|CCallNoCall::NewCallState 'ServiceSoap'->'Idle' (0x415f2c00)
1103120602|sip  |3|00|SipOnEvRegistrarUpdate User 0, index 0, state 0, expire 0, working 1 bIsOcs 1 prevIx -1
1103120602|pps  |4|00|[PpsHybridC]: OnEvRegistrarUpdate clearing regParams State(0) Expire(0) isOcs(1)
1103120602|cfg  |*|00|Edit|Save attempted after shutdown
1103120602|sip  |3|00|CUser::HasNoCallCallInState for User Logitech.Skype,Index 0, total calls 8 state 'SubscribeAddressBook' rc 0 of type Not Applicable
1103120602|sip  |1|00|removeContactUrlForO365User: O365Enabled='1' removeContactUrlForO365User='0x0'
1103120602|sip  |3|00|CUser::HasNoCallCallInState for User Logitech.Skype,Index 0, total calls 8 state 'ServiceSoap' rc 0 of type Not Applicable
1103120602|sip  |3|00|CUser::OnRegistered m_bIsRemote 1
1103120602|sip  |3|00|CTrans::'REGISTER' response 200 causing state 'Register' -> 'Idle' due to stack shutdown
1103120602|sip  |3|00|CCallNoCall::NewCallState 'Register'->'Idle' (0x415f2008)
1103120602|sip  |0|00|<<< Data received TLS
1103120602|sip  |0|00|    SIP/2.0 430 Flow Failed
1103120602|sip  |0|00|    ms-user-logon-data: RemoteUser
1103120602|sip  |0|00|    Authentication-Info: TLS-DSK qop="auth", opaque="C871013B", srand="1FE9D489", snum="17", rspauth="c80d43e4cdf3e8fed8f53c4e7baead8087b1084d", targetname="DB41E04FES08.infra.lync.com", realm="SIP Communications Service", version=4
1103120602|sip  |0|00|    From: "Logitech Skype" <sip:Logitech.Skype@xxxxxxxxx.xxxx.uk>;tag=75CAA25C-72424730;epid=64167f1e5e9e
1103120602|sip  |0|00|    To: <sip:Logitech.Skype@xxxxxxxxx.xxxx.uk>;tag=3DD8F3B404C3BD9FC3ECD1926A409E16
1103120602|sip  |0|00|    Call-ID: ff62b04085c4707d5892df8b4e1e5e9e
1103120602|sip  |0|00|    CSeq: 1 SUBSCRIBE
1103120602|sip  |0|00|    Via: SIP/2.0/TLS 172.30.152.54:46749;branch=z9hG4bKe04bd11c4C3E84D1;received=13.100.5.254;ms-received-port=46749;ms-received-cid=1F38C400
1103120602|sip  |0|00|    ms-diagnostics: 4154;reason="Endpoint is not currently registered and a re-registration required for this operation.";HRESULT="0xC3EE79F9(ES_E_CLIENT_REGISTRATION_REQUIRED)";gruu="sip:Logitech.Skype@xxxxxxxxx.xxxx.uk;opaque=user:epid:22iS0BoWC1-KuYHh9V1rZQAA;gruu";processing-cluster="sippoolDB41E04.infra.lync.com";processing-frontend="DB41E04FES02.infra.lync.com";source-user-primary-pool="sippoolDB41E04.infra.lync.com";source="DB41E04FES02.infra.lync.com"
1103120602|sip  |0|00|    ms-telemetry-id: BC116ACE-8254-5C49-A753-2786A6AB918D
1103120602|sip  |0|00|    P-Dialog-Recovery-Action: registration-route-set-update,dialog-route-set-update
1103120602|sip  |0|00|    Server: RTC/7.0
1103120602|sip  |0|00|    Content-Length: 0
1103120602|sip  |0|00|   
1103120602|sip  |1|00|MsgSipTcpPacket
1103120602|sip  |1|00|SipOnCommand: response 430,SUBSCRIBE
1103120602|sip  |1|00|SipOnCommand: response 430,SUBSCRIBE matches user 1 of 1 'Logitech.Skype'
1103120602|sip  |3|00|UA Client Non-INVITE SUBSCRIBE trans state 'callingTrying'->'completed' by 430 resp 10 timeout(0x41488c08)
1103120602|sip  |2|00|[CTrans::ResponseProcess] SUBSCRIBE NonInv reTrans ALREADY stopped in 'completed' state at retryCount 0 code 430, timeout=10 (0x41488c08)
1103120602|sip  |2|00|CStateSubscribeClient::OnEvResponse: Handling 430 error
1103120602|sip  |3|00|getMSDiagnostics- Cause(4154), reason(Endpoint is not currently registered and a re-registration required for this operation.)
1103120602|sip  |3|00|CUser::HasNoCallCallInState for User Logitech.Skype,Index 0, total calls 8 state 'Register' rc 0 of type Not Applicable
1103120602|sip  |1|00|CResiliency::handle430Error  No SipCallStateRegister object found
1103120602|sip  |3|00|CStateSubscribeClient::OnEvResponse 430 for Idle
1103120603|sip  |3|00|CUser::TimeOut500ms: Destroying NoCall object 'Idle' of type 'CRoamingContactsSubscriptionMgr' (0x415f2604)
1103120603|sip  |0|00|MicrosoftResourceList is invalid @ ~CRoamingContactsSubscriptionMgr
1103120603|sip  |0|00|AdhocListSubscription is invalid @ ~CRoamingContactsSubscriptionMgr
1103120603|sip  |3|00|CUser::HasNoCallCallInState for User Logitech.Skype,Index 0, total calls 7 state 'Register' rc 0 of type Not Applicable
1103120603|sip  |3|00|CUser::ActionOnSubscribeCalls for User Logitech.Skype,Index 0, total calls 7
1103120603|sip  |3|00|New Connection Accepted
1103120603|sip  |3|00|accept failure AcceptThread
1103120603|sip  |3|00|CTcpSocket::~CTcpSocket socket 267   entry for 0x41494d48
1103120603|sip  |3|00|CTcpSocket::~CTcpSocket socket 267(0x41494d48) SSL_shutdown rc=0, ltf(0)
1103120603|sip  |3|00|CTcpSocket::~CTcpSocket socket 267(0x41494d48) close
1103120603|sip  |4|00|SSL_get_error Error code=5,rc(0)
1103120603|sip  |4|00|TLS Listen Thread Exit
1103120603|sip  |3|00|CTcpSocket::~CTcpSocket Got lock
1103120603|sip  |3|00|OnEvSipStackIsShutdown
1103120603|sip  |3|00|SipOnTimer500ms: reg 0 and subscr 0 EventSchedule 0 state 'Shutdown Complete'
1103120603|so   |4|00|SoNcasC::procMsg: 1 services still to shutdown
1103120603|mr   |*|00|Stopped MR
1103120603|so   |*|00|SoNcasC::procMsg: Client service shutdown complete
1103120603|so   |*|00|Set shutdown watchdog
1103120603|httpd|0|00|BasicCheck
1103120603|httpd|0|00|Checking with Basic Authentication (Polycom)
1103120603|httpd|0|00|authFunc returned: 1
1103120603|httpd|0|00|Basic Authenticated

[SteffenBaierUK]

Hello dmorri,

Our support team won't even look at this as the software you are using is outdated.

You can simply upgrade this via the Web Interface:

Oct 7, 2011 Question: How can I setup my Phone / Provisioning / Download / Upgrade / Update / Downgrade Software?
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

Polycom Global Services

[Anonymous]

I phone is now on version 5.5.2.11217 of the software. Yesterday I was able to log into Skype on our network with it, but since then, I have logged out of Skype and now it won't log back in again. I have also tried on the broadband, but it won't log in on there either.

I cannot tell from thlog what the issue is. Here is a partial copy of the log:

Thanks

https://login.windows.net/common/oauth2/authorize
https://webdir1e.online.lync.com/WebTicket/WebTicketService.svc/OAuth
https://webdir1e.online.lync.com/WebTicket/WebTicketService.svc
https://login.windows.net/common/oauth2/authorize
http://nexus.microsoftonline-
1107110342|AuthS|4|00|AuthSvc SOAuth2Error, BaseEventInit restart[0] SfbTokenFetchMethod[3]
1107110343|AuthS|4|00|[StdRet COAuth2SmCtxt::OAuth2ParseAndSaveRequiredInfo(E_OAuth2ReqRspId)]:[1531] eReqRspID[1] m_RetVal[0] curlReturn[0] HttpRspCode[200] csStrippedResponse[{"ver":"1.0","account_type":"Federated","domain_name":"xxxxxxx.xxxx.uk","federation_protocol":"WSTrust","federation_metadata_url":"https://adfs.xxxxxxx.xxxx.uk/adfs/services/trust/mex","federation_active_auth_url":"https://adfs.xxxxxxx.xxxx.uk/adfs/services/trust/2005/usernamemixed","cloud_instance_name":"microsoftonline.com","cloud_aud
1107110343|httpd|0|00|BasicCheck
1107110343|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110343|httpd|0|00|authFunc returned: 1
1107110343|httpd|0|00|Basic Authenticated
1107110343|AuthS|4|00|[StdRet COAuth2SmCtxt::OAuth2ParseAndSaveRequiredInfo(E_OAuth2ReqRspId)]:[1531] eReqRspID[5] m_RetVal[0] curlReturn[0] HttpRspCode[200] csStrippedResponse[<?xml version="1.0" encoding="utf-8"?><wsdl:definitions name="SecurityTokenService" targetNamespace="http://schemas.microsoft.com/ws/2008/06/identity/securitytokenservice" xmlns:wsdl="http://schemas.xmlsoap.org/wsdl/" xmlns:xsd="http://www.w3.org/2001/XMLSchema" xmlns:t="http://schemas.xmlsoap.org/ws/2005/02/trust" xmlns:soapenc="http://schemas.xmlsoap.o
1107110343|AuthS|4|00|m_RetVal[-1] eReqRspID[4]
1107110343|AuthS|4|00|[StdRet COAuth2SmCtxt::OAuth2ParseAndSaveRequiredInfo(E_OAuth2ReqRspId)]:[1531] eReqRspID[4] m_RetVal[-1] curlReturn[0] HttpRspCode[500] csStrippedResponse[<s:Envelope xmlns:s="http://www.w3.org/2003/05/soap-envelope" xmlns:a="http://www.w3.org/2005/08/addressing" xmlns:u="http://docs.oasis-open.org/wss/2004/01/oasis-200401-wss-wssecurity-utility-1.0.xsd"><s:Header><a:Action s:mustUnderstand="1">http://www.w3.org/2005/08/addressing/soap/fault</a:Action><a:RelatesTo>2017-11-07T11:03:43Z</a:RelatesTo><o:Secu
1107110343|AuthS|4|00|[void COAuth2SmCtxt::printNIResponse(std::string)]:[1552] HttpResponse[<s:Envelope xmlns:s="http://www.w3.org/2003/05/soap-envelope" xmlns:a="http://www.w3.org/2005/08/addressing" xmlns:u="http://docs.oasis-open.org/wss/2004/01/oasis-200401-wss-wssecurity-utility-1.0.xsd"><s:Header><a:Action s:mustUnderstand="1">http://www.w3.org/2005/08/addressing/soap/fault</a:Action><a:RelatesTo>2017-11-07T11:03:43Z</a:RelatesTo><o:Security s:mustUnderstand="1" xmlns:o="http://doc]
1107110343|AuthS|4|00|[void COAuth2SmCtxt::printNIResponse(std::string)]:[1552] HttpResponse[s.oasis-open.org/wss/2004/01/oasis-200401-wss-wssecurity-secext-1.0.xsd"><u:Timestamp u:Id="_0"><u:Created>2017-11-07T11:03:44.347Z</u:Created><u:Expires>2017-11-07T11:08:44.347Z</u:Expires></u:Timestamp></o:Security></s:Header><s:Body><s:Fault><s:Code><s:Value>s:Sender</s:Value><s:Subcode><s:Value xmlns:a="http://docs.oasis-open.org/wss/2004/01/oasis-200401-wss-wssecurity-secext-1.0.xsd">a:Failed]
1107110343|AuthS|4|00|[void COAuth2SmCtxt::printNIResponse(std::string)]:[1552] HttpResponse[Authentication</s:Value></s:Subcode></s:Code><s:Reason><s:Text xml:lang="en-GB">ID3242: The security token could not be authenticated or authorized.</s:Text></s:Reason></s:Fault></s:Body></s:Envelope>]
1107110343|AuthS|4|00|pHD(-1)
https://webdir1e.online.lync.com/WebTicket/WebTicketService.svc
https://webdir1e.online.lync.com/CertProv/CertProvisioningService.svc/WebTicket_Proof_SHA1
https://webdir1e.online.lync.com/WebTicket/WebTicketService.svc/cert
 
https://login.windows.net/common/oauth2/authorize
https://webdir1e.online.lync.com/WebTicket/WebTicketService.svc/OAuth
https://webdir1e.online.lync.com/WebTicket/WebTicketService.svc
https://login.windows.net/common/oauth2/authorize
http://nexus.microsoftonline-
1107110343|AuthS|4|00|AuthSvc SOAuth2Error, BaseEventInit restart[0] SfbTokenFetchMethod[3]
1107110343|sip  |1|00|SipGotNewUserCert: pstNewUserCert[0x41a11614]
1107110343|sip  |3|00|TLS-DSK:soWebTicketCbFunc: the event type is 1
1107110343|sip  |4|00|TLS-DSK:soWebTicketCbFunc: SoWebTicketCb_ResponseError event triggered from the soWebTicket
1107110344|httpd|0|00|BasicCheck
1107110344|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110344|httpd|0|00|authFunc returned: 1
1107110344|httpd|0|00|Basic Authenticated
1107110344|sip  |1|00|Client State finished REGISTER (0x3acd2a0)
1107110345|httpd|0|00|BasicCheck
1107110345|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110345|httpd|0|00|authFunc returned: 1
1107110345|httpd|0|00|Basic Authenticated
1107110346|httpd|0|00|BasicCheck
1107110346|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110346|httpd|0|00|authFunc returned: 1
1107110346|httpd|0|00|Basic Authenticated
1107110347|httpd|0|00|BasicCheck
1107110347|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110347|httpd|0|00|authFunc returned: 1
1107110347|httpd|0|00|Basic Authenticated
1107110348|httpd|0|00|BasicCheck
1107110348|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110348|httpd|0|00|authFunc returned: 1
1107110348|httpd|0|00|Basic Authenticated
1107110349|httpd|0|00|BasicCheck
1107110349|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110349|httpd|0|00|authFunc returned: 1
1107110349|httpd|0|00|Basic Authenticated
1107110350|httpd|0|00|BasicCheck
1107110350|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110350|httpd|0|00|authFunc returned: 1
1107110350|httpd|0|00|Basic Authenticated
1107110351|httpd|0|00|BasicCheck
1107110351|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110351|httpd|0|00|authFunc returned: 1
1107110351|httpd|0|00|Basic Authenticated
1107110352|httpd|0|00|BasicCheck
1107110352|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110352|httpd|0|00|authFunc returned: 1
1107110352|httpd|0|00|Basic Authenticated
1107110353|httpd|0|00|BasicCheck
1107110353|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110353|httpd|0|00|authFunc returned: 1
1107110353|httpd|0|00|Basic Authenticated
1107110354|httpd|0|00|BasicCheck
1107110354|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110354|httpd|0|00|authFunc returned: 1
1107110354|httpd|0|00|Basic Authenticated
1107110355|httpd|0|00|BasicCheck
1107110355|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110355|httpd|0|00|authFunc returned: 1
1107110355|httpd|0|00|Basic Authenticated
1107110356|httpd|0|00|BasicCheck
1107110356|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110356|httpd|0|00|authFunc returned: 1
1107110356|httpd|0|00|Basic Authenticated
1107110357|httpd|0|00|BasicCheck
1107110357|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110357|httpd|0|00|authFunc returned: 1
1107110357|httpd|0|00|Basic Authenticated
1107110358|httpd|0|00|BasicCheck
1107110358|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110358|httpd|0|00|authFunc returned: 1
1107110358|httpd|0|00|Basic Authenticated
1107110359|httpd|0|00|BasicCheck
1107110359|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110359|httpd|0|00|authFunc returned: 1
1107110359|httpd|0|00|Basic Authenticated
1107110400|httpd|0|00|BasicCheck
1107110400|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110400|httpd|0|00|authFunc returned: 1
1107110400|httpd|0|00|Basic Authenticated
1107110401|httpd|0|00|BasicCheck
1107110401|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110401|httpd|0|00|authFunc returned: 1
1107110401|httpd|0|00|Basic Authenticated
1107110402|httpd|0|00|BasicCheck
1107110402|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110402|httpd|0|00|authFunc returned: 1
1107110402|httpd|0|00|Basic Authenticated
1107110403|httpd|0|00|BasicCheck
1107110403|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110403|httpd|0|00|authFunc returned: 1
1107110403|httpd|0|00|Basic Authenticated
1107110404|httpd|0|00|BasicCheck
1107110404|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110404|httpd|0|00|authFunc returned: 1
1107110404|httpd|0|00|Basic Authenticated
1107110406|httpd|0|00|BasicCheck
1107110406|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110406|httpd|0|00|authFunc returned: 1
1107110406|httpd|0|00|Basic Authenticated
1107110407|httpd|0|00|BasicCheck
1107110407|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110407|httpd|0|00|authFunc returned: 1
1107110407|httpd|0|00|Basic Authenticated
1107110408|httpd|0|00|BasicCheck
1107110408|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110408|httpd|0|00|authFunc returned: 1
1107110408|httpd|0|00|Basic Authenticated
1107110409|httpd|0|00|BasicCheck
1107110409|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110409|httpd|0|00|authFunc returned: 1
1107110409|httpd|0|00|Basic Authenticated
1107110410|httpd|0|00|BasicCheck
1107110410|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110410|httpd|0|00|authFunc returned: 1
1107110410|httpd|0|00|Basic Authenticated
1107110411|httpd|0|00|BasicCheck
1107110411|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110411|httpd|0|00|authFunc returned: 1
1107110411|httpd|0|00|Basic Authenticated
1107110411|sip  |4|00|SSL_get_error Error code=5,rc(-1)
1107110411|sip  |4|00|TLS Listen Thread Exit
1107110411|sip  |1|00|MsgSipTcpSocketStatus socket 269 status 0 m_bIsReconnectNeeded 0
1107110411|sip  |2|00|CTcpSocket::OnSocketStatus socket 269(0x414850c8) bStatus 0
1107110411|sip  |3|00|CTcpSocket::~CTcpSocket socket 269   entry for 0x414850c8
1107110411|sip  |3|00|CTcpSocket::~CTcpSocket socket 269(0x414850c8) SSL_shutdown rc=-1, ltf(1)
1107110411|sip  |3|00|CTcpSocket::~CTcpSocket socket 269(0x414850c8) close
1107110411|sip  |3|00|CTcpSocket::~CTcpSocket Got lock
1107110412|httpd|0|00|BasicCheck
1107110412|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110412|httpd|0|00|authFunc returned: 1
1107110412|httpd|0|00|Basic Authenticated
1107110413|httpd|0|00|BasicCheck
1107110413|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110413|httpd|0|00|authFunc returned: 1
1107110413|httpd|0|00|Basic Authenticated
1107110414|httpd|0|00|BasicCheck
1107110414|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110414|httpd|0|00|authFunc returned: 1
1107110414|httpd|0|00|Basic Authenticated
1107110415|httpd|0|00|BasicCheck
1107110415|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110415|httpd|0|00|authFunc returned: 1
1107110415|httpd|0|00|Basic Authenticated
1107110416|httpd|0|00|BasicCheck
1107110416|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110416|httpd|0|00|authFunc returned: 1
1107110416|httpd|0|00|Basic Authenticated
1107110417|httpd|0|00|BasicCheck
1107110417|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110417|httpd|0|00|authFunc returned: 1
1107110417|httpd|0|00|Basic Authenticated
1107110418|httpd|0|00|BasicCheck
1107110418|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110418|httpd|0|00|authFunc returned: 1
1107110418|httpd|0|00|Basic Authenticated
1107110419|httpd|0|00|BasicCheck
1107110419|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110419|httpd|0|00|authFunc returned: 1
1107110419|httpd|0|00|Basic Authenticated
1107110420|httpd|0|00|BasicCheck
1107110420|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110420|httpd|0|00|authFunc returned: 1
1107110420|httpd|0|00|Basic Authenticated
1107110421|httpd|0|00|BasicCheck
1107110421|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110421|httpd|0|00|authFunc returned: 1
1107110421|httpd|0|00|Basic Authenticated
1107110422|httpd|0|00|BasicCheck
1107110422|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110422|httpd|0|00|authFunc returned: 1
1107110422|httpd|0|00|Basic Authenticated
1107110423|httpd|0|00|BasicCheck
1107110423|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110423|httpd|0|00|authFunc returned: 1
1107110423|httpd|0|00|Basic Authenticated
1107110424|httpd|0|00|BasicCheck
1107110424|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110424|httpd|0|00|authFunc returned: 1
1107110424|httpd|0|00|Basic Authenticated
1107110425|httpd|0|00|BasicCheck
1107110425|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110425|httpd|0|00|authFunc returned: 1
1107110425|httpd|0|00|Basic Authenticated
1107110426|httpd|0|00|BasicCheck
1107110426|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110426|httpd|0|00|authFunc returned: 1
1107110426|httpd|0|00|Basic Authenticated
1107110427|httpd|0|00|BasicCheck
1107110427|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110427|httpd|0|00|authFunc returned: 1
1107110427|httpd|0|00|Basic Authenticated
1107110428|httpd|0|00|BasicCheck
1107110428|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110428|httpd|0|00|authFunc returned: 1
1107110428|httpd|0|00|Basic Authenticated
1107110428|app1 |4|00|[AppExchangeUiC::populateAutoDiscoverUrl] Internal & External EWS url's are empty
1107110428|cfg  |5|00|Prm|Parameter device.lync.timeZone requested type 7 (Bool) but is of type 1 (UIntNull)
1107110428|cfg  |5|00|Prm|Parameter device.lync.timeZone requested type 7 (Bool) but is of type 1 (UIntNull)
1107110428|httpd|0|00|BasicCheck
1107110428|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110428|httpd|0|00|authFunc returned: 1
1107110428|httpd|0|00|Basic Authenticated
1107110429|so   |4|00|[soRegistrationC] Login Credentials empty causing SoRegEventLine Deleted
1107110430|usbpp|4|00|[PpsUsbC]: OnEvReg Accepted
1107110430|app1 |*|00|SoRegistrationEventLineDeleted - new AppRegLineC, Default user
1107110430|sip  |3|00|SipSetOption nIndex 90, nParam 1
1107110430|sip  |3|00|SipReloadMediaConfig: video enabled
1107110430|sip  |*|00|Sip UnRegister Usr:logitech.skype@xxxxxxx.xxxx.uk Dsp:logitech.skype Auth:'logitech.skype@xxxxxxx.xxxx.uk' Inx:0
1107110430|sip  |*|00|SipUserRemove: user 0 being removed.
1107110430|sip  |3|00|CUser::HasNoCallCallInState for User logitech.skype,Index 0, total calls 1 state 'SubscribeAddressBook' rc 0 of type Not Applicable
1107110430|sip  |3|00|CUser::ActionOnSubscribeCalls for User logitech.skype,Index 0, total calls 1
1107110430|sip  |3|00|CUser::UnRegisterAll Entry for User logitech.skype,Index 0, total calls 1
1107110430|sip  |2|00|[void CUser::svcClearAll(bool, bool, bool)]:[8482]: SipUri[logitech.skype@xxxxxxx.xxxx.uk] User[logitech.skype.xxxxxxx.xxxx.uk],Dom[],STS[https://webdir1E.online.lync.com:443/CertProv/CertProvisioningService.svc] Expiry[-1], force[0], ClearLocalInfo[1], PreserveUsrKey[0]
1107110430|sip  |3|00|CUser::handleSignout entry
1107110430|AuthS|4|00|Number Of Controllers=0
1107110430|utilm|4|00|uBLFUnCompressed: File /data/polycom/ffs0/Config/Local/WebTicket/0/sip.usr doesn't exist or is empty
1107110430|sip  |3|00|SipSetOption nIndex 47, nParam 4
1107110430|sip  |3|00|SipSetOption nIndex 48, nParam 1
1107110430|sip  |3|00|SipSetOption nIndex 49, nParam 80
1107110430|sip  |3|00|SipSetOption nIndex 90, nParam 1
1107110430|sip  |3|00|SipReloadMediaConfig: video enabled
1107110430|sip  |*|00|Sip Register Usr:Trio8800 Dsp:RealPresence Trio 8800 Auth:'Using Login Cred' Inx:0
1107110430|sip  |3|00|SipSetOption nIndex 58, nParam 0
1107110430|sip  |3|00|SipSetOption nIndex 105, nParam 1
1107110430|sip  |2|00|CheckAllMicrosoftSubscriptions:Mask(19622492)
1107110430|sip  |3|00|SipSetOption nIndex 84, nParam 1101074596
1107110430|sip  |3|00|SipSetOption nIndex 85, nParam 1101074596
1107110430|httpd|0|00|BasicCheck
1107110430|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110430|httpd|0|00|authFunc returned: 1
1107110430|httpd|0|00|Basic Authenticated
1107110435|sip  |3|00|Destroying object CCallNoCall
1107110435|sip  |*|00|User removed
1107110438|copy |4|00|Configuration of URL failed
1107110438|cfg  |4|00|Prov|Could not download file 64167f1e5e9e-web.cfg
1107110438|cfg  |4|00|Prov|Uploading phoneWeb.cfg failed
1107110438|cfg  |4|00|Prov|Update configuration failed
1107110850|httpd|0|00|BasicCheck
1107110850|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110850|httpd|0|00|authFunc returned: 1
1107110850|httpd|0|00|Basic Authenticated

[Anonymous]

I have updated the UC software to version 5.5.2.11217. I am still having the same problem. After the device has been disconnected for a day or so, it will only log into Skype on the LAN if I put it on the broadband first.

I am pasting part of another log, please could you look to see what the issue is?

Thanks

https://login.windows.net/common/oauth2/authorize
https://webdir1e.online.lync.com/WebTicket/WebTicketService.svc/OAuth
https://webdir1e.online.lync.com/WebTicket/WebTicketService.svc
https://login.windows.net/common/oauth2/authorize
http://nexus.microsoftonline-
1107110342|AuthS|4|00|AuthSvc SOAuth2Error, BaseEventInit restart[0] SfbTokenFetchMethod[3]
1107110343|AuthS|4|00|[StdRet COAuth2SmCtxt::OAuth2ParseAndSaveRequiredInfo(E_OAuth2ReqRspId)]:[1531] eReqRspID[1] m_RetVal[0] curlReturn[0] HttpRspCode[200] csStrippedResponse[{"ver":"1.0","account_type":"Federated","domain_name":"xxxxxxx.xxxx.uk","federation_protocol":"WSTrust","federation_metadata_url":"https://adfs.xxxxxxx.xxxx.uk/adfs/services/trust/mex","federation_active_auth_url":"https://adfs.xxx...
1107110343|httpd|0|00|BasicCheck
1107110343|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110343|httpd|0|00|authFunc returned: 1
1107110343|httpd|0|00|Basic Authenticated
1107110343|AuthS|4|00|[StdRet COAuth2SmCtxt::OAuth2ParseAndSaveRequiredInfo(E_OAuth2ReqRspId)]:[1531] eReqRspID[5] m_RetVal[0] curlReturn[0] HttpRspCode[200] csStrippedResponse[<?xml version="1.0" encoding="utf-8"?><wsdl:definitions name="SecurityTokenService" targetNamespace="http://schemas.microsoft.com/ws/2008/06/identity/securitytokenservice" xmlns:wsdl="http://schemas.xmlsoap.org/wsdl/" xmlns:xsd="http://www.w3.org/2001/XMLSchema" xmlns:t="http://schemas.xmlsoap.org/ws/2005/02/trust" xmlns:soapenc="http://schemas.xmlsoap.o
1107110343|AuthS|4|00|m_RetVal[-1] eReqRspID[4]
1107110343|AuthS|4|00|[StdRet COAuth2SmCtxt::OAuth2ParseAndSaveRequiredInfo(E_OAuth2ReqRspId)]:[1531] eReqRspID[4] m_RetVal[-1] curlReturn[0] HttpRspCode[500] csStrippedResponse[<s:Envelope xmlns:s="http://www.w3.org/2003/05/soap-envelope" xmlns:a="http://www.w3.org/2005/08/addressing" xmlns:u="http://docs.oasis-open.org/wss/2004/01/oasis-200401-wss-wssecurity-utility-1.0.xsd"><s:Header><a:Act... s:mustUnderstand="1">http://www.w3.org/2005/08/addressing/soap/fault</a:Action><a:RelatesTo>2017-11-07T11:03:43Z</a:Relat...
1107110343|AuthS|4|00|[void COAuth2SmCtxt::printNIResponse(std::string)]:[1552] HttpResponse[<s:Envelope xmlns:s="http://www.w3.org/2003/05/soap-envelope" xmlns:a="http://www.w3.org/2005/08/addressing" xmlns:u="http://docs.oasis-open.org/wss/2004/01/oasis-200401-wss-wssecurity-utility-1.0.xsd"><s:Header><a:Act... s:mustUnderstand="1">http://www.w3.org/2005/08/addressing/soap/fault</a:Action><a:RelatesTo>2017-11-07T11:03:43Z</a:Relat... s:mustUnderstand="1" xmlns:o="http://doc]
1107110343|AuthS|4|00|[void COAuth2SmCtxt::printNIResponse(std::string)]:[1552] HttpResponse[s.oasis-open.org/wss/2004/01/oasis-200401-wss-wssecurity-secext-1.0.xsd"><u:Timestamp u:Id="_0"><u:Created>2017-11-07T11:03:44.347Z</u:Created><u:Expires>2017-11-07T11:08:44.347Z</u:Expires></u:Timestamp></o:Security></s:Header><s:Body><s:Fault><s:Code><s:Value>s:Sender</s:Value><s:Subcode><s:Value xmlns:a="http://docs.oasis-open.org/wss/2004/01/oasis-200401-wss-wssecurity-secext-1.0.xsd">a:Failed]
1107110343|AuthS|4|00|[void COAuth2SmCtxt::printNIResponse(std::string)]:[1552] HttpResponse[Authentication</s:Value></s:Subcode></s:Code><s:Reason><s:Text xml:lang="en-GB">ID3242: The security token could not be authenticated or authorized.</s:Text></s:Reason></s:Fault></s:Body></s:Envelope>]
1107110343|AuthS|4|00|pHD(-1)
https://webdir1e.online.lync.com/WebTicket/WebTicketService.svc
https://webdir1e.online.lync.com/CertProv/CertProvisioningService.svc/WebTicket_Proof_SHA1

https://webdir1e.online.lync.com/WebTicket/WebTicketService.svc/cert

https://login.windows.net/common/oauth2/authorize
https://webdir1e.online.lync.com/WebTicket/WebTicketService.svc/OAuth
https://webdir1e.online.lync.com/WebTicket/WebTicketService.svc
https://login.windows.net/common/oauth2/authorize
http://nexus.microsoftonline-
1107110343|AuthS|4|00|AuthSvc SOAuth2Error, BaseEventInit restart[0] SfbTokenFetchMethod[3]
1107110343|sip  |1|00|SipGotNewUserCert: pstNewUserCert[0x41a11614]
1107110343|sip  |3|00|TLS-DSK:soWebTicketCbFunc: the event type is 1
1107110343|sip  |4|00|TLS-DSK:soWebTicketCbFunc: SoWebTicketCb_ResponseError event triggered from the soWebTicket
1107110344|httpd|0|00|BasicCheck
1107110344|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110344|httpd|0|00|authFunc returned: 1
1107110344|httpd|0|00|Basic Authenticated
1107110344|sip  |1|00|Client State finished REGISTER (0x3acd2a0)
1107110345|httpd|0|00|BasicCheck
1107110345|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110345|httpd|0|00|authFunc returned: 1
1107110345|httpd|0|00|Basic Authenticated
1107110346|httpd|0|00|BasicCheck
1107110346|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110346|httpd|0|00|authFunc returned: 1
1107110346|httpd|0|00|Basic Authenticated
1107110347|httpd|0|00|BasicCheck
1107110347|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110347|httpd|0|00|authFunc returned: 1
1107110347|httpd|0|00|Basic Authenticated
1107110348|httpd|0|00|BasicCheck
1107110348|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110348|httpd|0|00|authFunc returned: 1
1107110348|httpd|0|00|Basic Authenticated
1107110349|httpd|0|00|BasicCheck
1107110349|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110349|httpd|0|00|authFunc returned: 1
1107110349|httpd|0|00|Basic Authenticated
1107110350|httpd|0|00|BasicCheck
1107110350|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110350|httpd|0|00|authFunc returned: 1
1107110350|httpd|0|00|Basic Authenticated
1107110351|httpd|0|00|BasicCheck
1107110351|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110351|httpd|0|00|authFunc returned: 1
1107110351|httpd|0|00|Basic Authenticated
1107110352|httpd|0|00|BasicCheck
1107110352|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110352|httpd|0|00|authFunc returned: 1
1107110352|httpd|0|00|Basic Authenticated
1107110353|httpd|0|00|BasicCheck
1107110353|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110353|httpd|0|00|authFunc returned: 1
1107110353|httpd|0|00|Basic Authenticated
1107110354|httpd|0|00|BasicCheck
1107110354|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110354|httpd|0|00|authFunc returned: 1
1107110354|httpd|0|00|Basic Authenticated
1107110355|httpd|0|00|BasicCheck
1107110355|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110355|httpd|0|00|authFunc returned: 1
1107110355|httpd|0|00|Basic Authenticated
1107110356|httpd|0|00|BasicCheck
1107110356|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110356|httpd|0|00|authFunc returned: 1
1107110356|httpd|0|00|Basic Authenticated
1107110357|httpd|0|00|BasicCheck
1107110357|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110357|httpd|0|00|authFunc returned: 1
1107110357|httpd|0|00|Basic Authenticated
1107110358|httpd|0|00|BasicCheck
1107110358|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110358|httpd|0|00|authFunc returned: 1
1107110358|httpd|0|00|Basic Authenticated
1107110359|httpd|0|00|BasicCheck
1107110359|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110359|httpd|0|00|authFunc returned: 1
1107110359|httpd|0|00|Basic Authenticated
1107110400|httpd|0|00|BasicCheck
1107110400|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110400|httpd|0|00|authFunc returned: 1
1107110400|httpd|0|00|Basic Authenticated
1107110401|httpd|0|00|BasicCheck
1107110401|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110401|httpd|0|00|authFunc returned: 1
1107110401|httpd|0|00|Basic Authenticated
1107110402|httpd|0|00|BasicCheck
1107110402|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110402|httpd|0|00|authFunc returned: 1
1107110402|httpd|0|00|Basic Authenticated
1107110403|httpd|0|00|BasicCheck
1107110403|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110403|httpd|0|00|authFunc returned: 1
1107110403|httpd|0|00|Basic Authenticated
1107110404|httpd|0|00|BasicCheck
1107110404|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110404|httpd|0|00|authFunc returned: 1
1107110404|httpd|0|00|Basic Authenticated
1107110406|httpd|0|00|BasicCheck
1107110406|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110406|httpd|0|00|authFunc returned: 1
1107110406|httpd|0|00|Basic Authenticated
1107110407|httpd|0|00|BasicCheck
1107110407|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110407|httpd|0|00|authFunc returned: 1
1107110407|httpd|0|00|Basic Authenticated
1107110408|httpd|0|00|BasicCheck
1107110408|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110408|httpd|0|00|authFunc returned: 1
1107110408|httpd|0|00|Basic Authenticated
1107110409|httpd|0|00|BasicCheck
1107110409|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110409|httpd|0|00|authFunc returned: 1
1107110409|httpd|0|00|Basic Authenticated
1107110410|httpd|0|00|BasicCheck
1107110410|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110410|httpd|0|00|authFunc returned: 1
1107110410|httpd|0|00|Basic Authenticated
1107110411|httpd|0|00|BasicCheck
1107110411|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110411|httpd|0|00|authFunc returned: 1
1107110411|httpd|0|00|Basic Authenticated
1107110411|sip  |4|00|SSL_get_error Error code=5,rc(-1)
1107110411|sip  |4|00|TLS Listen Thread Exit
1107110411|sip  |1|00|MsgSipTcpSocketStatus socket 269 status 0 m_bIsReconnectNeeded 0
1107110411|sip  |2|00|CTcpSocket::OnSocketStatus socket 269(0x414850c8) bStatus 0
1107110411|sip  |3|00|CTcpSocket::~CTcpSocket socket 269   entry for 0x414850c8
1107110411|sip  |3|00|CTcpSocket::~CTcpSocket socket 269(0x414850c8) SSL_shutdown rc=-1, ltf(1)
1107110411|sip  |3|00|CTcpSocket::~CTcpSocket socket 269(0x414850c8) close
1107110411|sip  |3|00|CTcpSocket::~CTcpSocket Got lock
1107110412|httpd|0|00|BasicCheck
1107110412|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110412|httpd|0|00|authFunc returned: 1
1107110412|httpd|0|00|Basic Authenticated
1107110413|httpd|0|00|BasicCheck
1107110413|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110413|httpd|0|00|authFunc returned: 1
1107110413|httpd|0|00|Basic Authenticated
1107110414|httpd|0|00|BasicCheck
1107110414|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110414|httpd|0|00|authFunc returned: 1
1107110414|httpd|0|00|Basic Authenticated
1107110415|httpd|0|00|BasicCheck
1107110415|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110415|httpd|0|00|authFunc returned: 1
1107110415|httpd|0|00|Basic Authenticated
1107110416|httpd|0|00|BasicCheck
1107110416|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110416|httpd|0|00|authFunc returned: 1
1107110416|httpd|0|00|Basic Authenticated
1107110417|httpd|0|00|BasicCheck
1107110417|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110417|httpd|0|00|authFunc returned: 1
1107110417|httpd|0|00|Basic Authenticated
1107110418|httpd|0|00|BasicCheck
1107110418|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110418|httpd|0|00|authFunc returned: 1
1107110418|httpd|0|00|Basic Authenticated
1107110419|httpd|0|00|BasicCheck
1107110419|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110419|httpd|0|00|authFunc returned: 1
1107110419|httpd|0|00|Basic Authenticated
1107110420|httpd|0|00|BasicCheck
1107110420|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110420|httpd|0|00|authFunc returned: 1
1107110420|httpd|0|00|Basic Authenticated
1107110421|httpd|0|00|BasicCheck
1107110421|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110421|httpd|0|00|authFunc returned: 1
1107110421|httpd|0|00|Basic Authenticated
1107110422|httpd|0|00|BasicCheck
1107110422|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110422|httpd|0|00|authFunc returned: 1
1107110422|httpd|0|00|Basic Authenticated
1107110423|httpd|0|00|BasicCheck
1107110423|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110423|httpd|0|00|authFunc returned: 1
1107110423|httpd|0|00|Basic Authenticated
1107110424|httpd|0|00|BasicCheck
1107110424|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110424|httpd|0|00|authFunc returned: 1
1107110424|httpd|0|00|Basic Authenticated
1107110425|httpd|0|00|BasicCheck
1107110425|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110425|httpd|0|00|authFunc returned: 1
1107110425|httpd|0|00|Basic Authenticated
1107110426|httpd|0|00|BasicCheck
1107110426|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110426|httpd|0|00|authFunc returned: 1
1107110426|httpd|0|00|Basic Authenticated
1107110427|httpd|0|00|BasicCheck
1107110427|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110427|httpd|0|00|authFunc returned: 1
1107110427|httpd|0|00|Basic Authenticated
1107110428|httpd|0|00|BasicCheck
1107110428|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110428|httpd|0|00|authFunc returned: 1
1107110428|httpd|0|00|Basic Authenticated
1107110428|app1 |4|00|[AppExchangeUiC::populateAutoDiscoverUrl] Internal & External EWS url's are empty
1107110428|cfg  |5|00|Prm|Parameter device.lync.timeZone requested type 7 (Bool) but is of type 1 (UIntNull)
1107110428|cfg  |5|00|Prm|Parameter device.lync.timeZone requested type 7 (Bool) but is of type 1 (UIntNull)
1107110428|httpd|0|00|BasicCheck
1107110428|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110428|httpd|0|00|authFunc returned: 1
1107110428|httpd|0|00|Basic Authenticated
1107110429|so   |4|00|[soRegistrationC] Login Credentials empty causing SoRegEventLine Deleted
1107110430|usbpp|4|00|[PpsUsbC]: OnEvReg Accepted
1107110430|app1 |*|00|SoRegistrationEventLineDeleted - new AppRegLineC, Default user
1107110430|sip  |3|00|SipSetOption nIndex 90, nParam 1
1107110430|sip  |3|00|SipReloadMediaConfig: video enabled
1107110430|sip  |*|00|Sip UnRegister Usr:logitech.skype@xxxxxxx.xxxx.uk Dsp:logitech.skype Auth:'logitech.skype@xxxxxxx.xxxx.uk' Inx:0
1107110430|sip  |*|00|SipUserRemove: user 0 being removed.
1107110430|sip  |3|00|CUser::HasNoCallCallInState for User logitech.skype,Index 0, total calls 1 state 'SubscribeAddressBook' rc 0 of type Not Applicable
1107110430|sip  |3|00|CUser::ActionOnSubscribeCalls for User logitech.skype,Index 0, total calls 1
1107110430|sip  |3|00|CUser::UnRegisterAll Entry for User logitech.skype,Index 0, total calls 1
1107110430|sip  |2|00|[void CUser::svcClearAll(bool, bool, bool)]:[8482]: SipUri[logitech.skype@xxxxxxx.xxxx.uk] User[logitech.skype.xxxxxxx.xxxx.uk],Dom[],STS[https://webdir1E.online.lync.com:443/CertProv/CertProvisioningService.svc] Expiry[-1], force[0], ClearLocalInfo[1], PreserveUsrKey[0]
1107110430|sip  |3|00|CUser::handleSignout entry
1107110430|AuthS|4|00|Number Of Controllers=0
1107110430|utilm|4|00|uBLFUnCompressed: File /data/polycom/ffs0/Config/Local/WebTicket/0/sip.usr doesn't exist or is empty
1107110430|sip  |3|00|SipSetOption nIndex 47, nParam 4
1107110430|sip  |3|00|SipSetOption nIndex 48, nParam 1
1107110430|sip  |3|00|SipSetOption nIndex 49, nParam 80
1107110430|sip  |3|00|SipSetOption nIndex 90, nParam 1
1107110430|sip  |3|00|SipReloadMediaConfig: video enabled
1107110430|sip  |*|00|Sip Register Usr:Trio8800 Dsp:RealPresence Trio 8800 Auth:'Using Login Cred' Inx:0
1107110430|sip  |3|00|SipSetOption nIndex 58, nParam 0
1107110430|sip  |3|00|SipSetOption nIndex 105, nParam 1
1107110430|sip  |2|00|CheckAllMicrosoftSubscriptions:Mask(19622492)
1107110430|sip  |3|00|SipSetOption nIndex 84, nParam 1101074596
1107110430|sip  |3|00|SipSetOption nIndex 85, nParam 1101074596
1107110430|httpd|0|00|BasicCheck
1107110430|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110430|httpd|0|00|authFunc returned: 1
1107110430|httpd|0|00|Basic Authenticated
1107110435|sip  |3|00|Destroying object CCallNoCall
1107110435|sip  |*|00|User removed
1107110438|copy |4|00|Configuration of URL failed
1107110438|cfg  |4|00|Prov|Could not download file 64167f1e5e9e-web.cfg
1107110438|cfg  |4|00|Prov|Uploading phoneWeb.cfg failed
1107110438|cfg  |4|00|Prov|Update configuration failed
1107110850|httpd|0|00|BasicCheck
1107110850|httpd|0|00|Checking with Basic Authentication (Polycom)
1107110850|httpd|0|00|authFunc returned: 1
1107110850|httpd|0|00|Basic Authenticated

[SteffenBaierUK]

Hello DMorris,

This ticket was stuck in our Spam queue as you did not use the code tags.

I have noticed you have since then tried to contact Polycom support via ticket 1-7414581261 which have refered you to your reseller WESTCON GROUP EUROPEAN OPERATIONS LTD.

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

[SteffenBaierUK · Accepted solution]

Hello @dmorri,

have you yet done and contacted the reseller ?

It seems the version of Trio Software is hosted by Microsoft and may cause a memory leak over a period of time.

I suggest to follow the advise and for now run the Polycom GA Version 5.5.2.11338 whilst we discuss this with our Partner Microsoft.

Simply download the attached ZIP file, unzip and import via the Web Interface. This will prevent the device from loading the Microsoft hosted version.

EDIT:

The attached Parameters only work for LYNC or Skype for Business on Premise but for Skype for Business Online you need to actively disable this on the Office 365 Server.

   device.prov.lyncDeviceUpdateEnabled.set="1"
                                device.prov.lyncDeviceUpdateEnabled="0"

In order to do this use the Skype for Business Online PowerShell Module as described by my colleague Jeff Schertz => here <=

Note that the EnableDeviceUpdate parameter is set to True by default. Inbound provisioning from the S4B Online server will therefore disable the above and change it back and possible downgrade the Trio or VVX.

Best Regards

Steffen Baier

Polycom Global Services