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- TRIO 8800 Office 365 Login Failure

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08-09-2016 12:52 PM
I have two Polycom Trio 8800 running lastest version 5.4.3.2342. I can't get any valid user to successfully login to Office 365 on the devices. The network port is providing IP address and access to the internet. When I extract the logs from the web config, this is what it is saying
000542.665|cfg |5|00|Prm|Parameter reg.x.auth.useLoginCredentials requested type 2 but is of type 7 000542.722|app1 |4|00|[AppExchangeUiC::populateAutoDiscoverUrl] Internal & External EWS url's are empty 000542.942|so |4|00|[soRegistrationC] Login Credentials valid causing SoRegEventLine Changed 000547.719|app1 |*|00|SoRegistrationEventLineChanged - success lineIndex 0 RegListSize 0 000547.722|app1 |*|00|SoRegistrationEventLast - new AppRegLineC, szUser = nylargeconferenceroom@optimityadvisors.com 000547.722|cfg |5|00|Prm|Parameter attendant.reg requested type 2 (SInt) but is of type 0 (UInt) 000547.726|usbpp|4|00|[PpsUsbC]: OnEvReg Accepted 000547.727|sip |*|00|Sip Register Usr:nylargeconferenceroom@optimityadvisors.com Dsp:nylargeconferenceroom Auth:'Using Login Cred' Inx:0 000547.727|utilm|4|00|uBLFUnCompressed: File /data/polycom/ffs0/Config/Local/WebTicket/0/fedContactUrl.dom doesn't exist or is empty 000551.677|cfg |4|00|Prov|CfgDhcpInformControl::ExtractOptions: DHCP ACK message failed initial validation. Skipping parsing of DHCP options. 000552.728|copy |4|00|Configuration of URL failed 000552.728|cfg |4|00|Prov|Could not download file 0004f2fd7d0e-web.cfg 000552.728|cfg |4|00|Prov|Uploading phoneWeb.cfg failed 000552.728|cfg |4|00|Prov|Update configuration failed 000559.677|cfg |4|00|Prov|CfgDhcpInformControl::ExtractOptions: DHCP ACK message failed initial validation. Skipping parsing of DHCP options. 000602.634|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'optimityadvisors.com' found no records 000602.642|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'optimityadvisors.com' found no records 000602.725|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'optimityadvisors.com' found no records 000602.731|sip |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'sipinternal.optimityadvisors.com' found no records 000602.731|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'sipinternal.optimityadvisors.com' found no records 000602.804|sip |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'sipexternal.optimityadvisors.com' found no records 000602.805|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'sipexternal.optimityadvisors.com' found no records 000602.830|sip |*|00|Sip Register Usr:nylargeconferenceroom@optimityadvisors.com Dsp:nylargeconferenceroom Auth:'Using Login Cred' Inx:0 000602.830|utilm|4|00|uBLFUnCompressed: File /data/polycom/ffs0/Config/Local/WebTicket/0/fedContactUrl.dom doesn't exist or is empty 000602.831|sip |4|00|Schedule prioritized register event at 1 of 1 000606.677|cfg |4|00|Prov|CfgDhcpInformControl::ExtractOptions: DHCP ACK message failed initial validation. Skipping parsing of DHCP options. 000614.677|cfg |4|00|Prov|CfgDhcpInformControl::ExtractOptions: DHCP ACK message failed initial validation. Skipping parsing of DHCP options. 000617.628|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'optimityadvisors.com' found no records 000617.628|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'optimityadvisors.com' found no records 000617.628|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'optimityadvisors.com' found no records 000617.628|sip |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'sipinternal.optimityadvisors.com' found no records 000617.628|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'sipinternal.optimityadvisors.com' found no records 000617.628|sip |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'sipexternal.optimityadvisors.com' found no records 000617.628|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'sipexternal.optimityadvisors.com' found no records 000617.786|utilm|4|00|uBLFUnCompressed: File /data/polycom/ffs0/Config/Local/WebTicket/0/sip.usr doesn't exist or is empty 000617.975|xml |*|00|Initial log entry. Current logging level 4 000621.616|tickt|4|00|[StdRet soWebTicketO365Info::soWebTicketFetchWsFedBearerToken()]:[6926] pSecurityTokenSamlAssertion[<saml:Assertion MajorVersion="1" MinorVersion="1" AssertionID="SamlSecurityToken-5e01e5b9-ea6b-4f58-82e9-8d38cda9dd86" Issuer="https://bl20b05fes08.infra.lync.com:4443/a0f0e907-f49b-5bf8-b0dd-735c60cf4f5c" IssueInstant="2016-08-09T18:36:54.219Z" xmlns:saml="urn:oasis:names:tc:SAML:1.0:assertion"><saml:Conditions NotBefore="2016-08-09T18:36:54.219Z" NotOnOrAfter="2016-08-10T02:08:05.219Z"><saml:AudienceRestr 000621.767|tickt|5|00|doXmlParsingForErrorCode:pResponse doesn't have string <!DOCTYPE 000621.768|sip |4|00|TLS-DSK:soWebTicketCbFunc: SoWebTicketCb_ResponseError event triggered from the soWebTicket 000634.851|sip |4|00|SSL_get_error Error code=5,rc(-1) 000634.851|sip |4|00|TLS Listen Thread Exit 000850.667|cfg |4|00|Prov|CfgDhcpInformControl::ExtractOptions: DHCP ACK message failed initial validation. Skipping parsing of DHCP options. 000858.668|cfg |4|00|Prov|CfgDhcpInformControl::ExtractOptions: DHCP ACK message failed initial validation. Skipping parsing of DHCP options. 000901.618|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'optimityadvisors.com' found no records 000901.618|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'optimityadvisors.com' found no records 000901.618|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'optimityadvisors.com' found no records 000901.618|sip |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'sipinternal.optimityadvisors.com' found no records 000901.618|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'sipinternal.optimityadvisors.com' found no records 000901.618|sip |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'sipexternal.optimityadvisors.com' found no records 000901.618|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'sipexternal.optimityadvisors.com' found no records 000901.814|utilm|4|00|uBLFUnCompressed: File /data/polycom/ffs0/Config/Local/WebTicket/0/sip.usr doesn't exist or is empty 000908.066|tickt|4|00|[StdRet soWebTicketO365Info::soWebTicketFetchWsFedBearerToken()]:[6926] pSecurityTokenSamlAssertion[<saml:Assertion MajorVersion="1" MinorVersion="1" AssertionID="SamlSecurityToken-53a75992-4557-440e-be24-e6272a66d69f" Issuer="https://bl20b05fes05.infra.lync.com:4443/8ce2b716-d02e-51cc-9438-e23583be4ebf" IssueInstant="2016-08-09T18:39:42.540Z" xmlns:saml="urn:oasis:names:tc:SAML:1.0:assertion"><saml:Conditions NotBefore="2016-08-09T18:39:42.540Z" NotOnOrAfter="2016-08-10T02:16:50.540Z"><saml:AudienceRestr 000908.222|tickt|5|00|doXmlParsingForErrorCode:pResponse doesn't have string <!DOCTYPE 000908.223|sip |4|00|TLS-DSK:soWebTicketCbFunc: SoWebTicketCb_ResponseError event triggered from the soWebTicket 000933.706|sip |4|00|SSL_get_error Error code=5,rc(-1) 000933.707|sip |4|00|TLS Listen Thread Exit 001030.663|app1 |4|00|[AppExchangeUiC::populateAutoDiscoverUrl] Internal & External EWS url's are empty 001033.187|cfg |5|00|Prm|Parameter device.lync.timeZone requested type 7 (Bool) but is of type 1 (UIntNull) 001033.189|cfg |5|00|Prm|Parameter device.lync.timeZone requested type 7 (Bool) but is of type 1 (UIntNull) 001033.208|so |4|00|[soRegistrationC] Login Credentials empty causing SoRegEventLine Deleted 001035.658|usbpp|4|00|[PpsUsbC]: OnEvReg Accepted 001035.659|app1 |*|00|SoRegistrationEventLineDeleted - new AppRegLineC, Default user 001035.663|sip |*|00|Sip UnRegister Usr:nylargeconferenceroom@optimityadvisors.com Dsp:nylargeconferenceroom Auth:'' Inx:0 001035.663|sip |*|00|SipUserRemove: user 0 being removed. 001035.666|usbpp|4|00|[PpsUsbC]: OnEvReg Accepted 001035.678|sip |*|00|Sip Register Usr:Trio8800 Dsp:RealPresence Trio 8800 Auth:'Using Login Cred' Inx:0 001035.683|sip |*|00|Sip Register Usr:Trio8800 Dsp:RealPresence Trio 8800 Auth:'Using Login Cred' Inx:0 001040.418|sip |*|00|User removed 001040.658|copy |4|00|Configuration of URL failed 001040.658|cfg |4|00|Prov|Could not download file 0004f2fd7d0e-web.cfg 001040.658|cfg |4|00|Prov|Uploading phoneWeb.cfg failed 001040.658|cfg |4|00|Prov|Update configuration failed
Solved! Go to Solution.
Accepted Solutions

08-11-2016 01:19 PM
Created two DHCP Options 42 and 2 on my DHCP server and rebooted device and it is now working properly. Thanks for the assistance.
Craig
08-09-2016 02:01 PM
As you can see in your log the phone does not have a time & date so it cannot verify the certificate.
Ensure your NTP server is set
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

08-09-2016 02:31 PM
The NTP servers are set. Screen shot of web config showing NTP setting attached. Still failing. It was working without issue last week. What changed?
014931.973|cfg |5|00|Prm|Parameter reg.x.auth.useLoginCredentials requested type 2 but is of type 7 014932.020|app1 |4|00|[AppExchangeUiC::populateAutoDiscoverUrl] Internal & External EWS url's are empty 014932.379|so |4|00|[soRegistrationC] Login Credentials valid causing SoRegEventLine Changed 014937.019|app1 |*|00|SoRegistrationEventLineChanged - success lineIndex 0 RegListSize 0 014937.024|app1 |*|00|SoRegistrationEventLast - new AppRegLineC, szUser = nylargeconferenceroom@optimityadvisors.com 014937.028|cfg |5|00|Prm|Parameter attendant.reg requested type 2 (SInt) but is of type 0 (UInt) 014937.029|usbpp|4|00|[PpsUsbC]: OnEvReg Accepted 014937.030|sip |*|00|Sip Register Usr:nylargeconferenceroom@optimityadvisors.com Dsp:nylargeconferenceroom Auth:'Using Login Cred' Inx:0 014937.030|utilm|4|00|uBLFUnCompressed: File /data/polycom/ffs0/Config/Local/WebTicket/0/fedContactUrl.dom doesn't exist or is empty 014940.667|cfg |4|00|Prov|CfgDhcpInformControl::ExtractOptions: DHCP ACK message failed initial validation. Skipping parsing of DHCP options. 014942.019|copy |4|00|Configuration of URL failed 014942.019|cfg |4|00|Prov|Could not download file 0004f2fd7d0e-web.cfg 014942.019|cfg |4|00|Prov|Uploading phoneWeb.cfg failed 014942.019|cfg |4|00|Prov|Update configuration failed 014948.667|cfg |4|00|Prov|CfgDhcpInformControl::ExtractOptions: DHCP ACK message failed initial validation. Skipping parsing of DHCP options. 014951.618|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'optimityadvisors.com' found no records 014951.618|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'optimityadvisors.com' found no records 014951.625|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'optimityadvisors.com' found no records 014951.625|sip |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'sipinternal.optimityadvisors.com' found no records 014951.625|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'sipinternal.optimityadvisors.com' found no records 014951.631|sip |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'sipexternal.optimityadvisors.com' found no records 014951.631|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'sipexternal.optimityadvisors.com' found no records 014951.640|sip |*|00|Sip Register Usr:nylargeconferenceroom@optimityadvisors.com Dsp:nylargeconferenceroom Auth:'Using Login Cred' Inx:0 014951.640|utilm|4|00|uBLFUnCompressed: File /data/polycom/ffs0/Config/Local/WebTicket/0/fedContactUrl.dom doesn't exist or is empty 014951.641|sip |4|00|Schedule prioritized register event at 1 of 1 014955.687|cfg |4|00|Prov|CfgDhcpInformControl::ExtractOptions: DHCP ACK message failed initial validation. Skipping parsing of DHCP options. 015003.687|cfg |4|00|Prov|CfgDhcpInformControl::ExtractOptions: DHCP ACK message failed initial validation. Skipping parsing of DHCP options. 015006.637|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'optimityadvisors.com' found no records 015006.637|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'optimityadvisors.com' found no records 015006.637|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'optimityadvisors.com' found no records 015006.638|sip |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'sipinternal.optimityadvisors.com' found no records 015006.638|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'sipinternal.optimityadvisors.com' found no records 015006.638|sip |4|00|doDnsListLookup(tls): doDnsSrvLookupForARecordList 'sipexternal.optimityadvisors.com' found no records 015006.638|sip |4|00|doDnsListLookup(tcp): doDnsSrvLookupForARecordList 'sipexternal.optimityadvisors.com' found no records 015006.760|sip |4|00|CTcpSocket::Abandon - TLS Listen Thread has exited. Process further to abandon this socket 015006.760|sip |4|00|CTcpSocket::Abandon connected socket. Send Message 0x40ffcf28 015006.817|sip |4|00|SSL_get_error Error code=5,rc(0) 015006.817|sip |4|00|TLS Listen Thread Exit 015006.991|utilm|4|00|uBLFUnCompressed: File /data/polycom/ffs0/Config/Local/WebTicket/0/sip.usr doesn't exist or is empty 015009.560|ares |4|00|aresDnsLookup: select time-out 1 on A lookup for 'nexus.microsoftonline-p.com' after 0 sec 015010.432|tickt|4|00|[StdRet soWebTicketO365Info::soWebTicketFetchWsFedBearerToken()]:[6926] pSecurityTokenSamlAssertion[<saml:Assertion MajorVersion="1" MinorVersion="1" AssertionID="SamlSecurityToken-44d7e95f-a1b3-41b8-9f12-e3db4a7aad72" Issuer="https://bl20b05fes06.infra.lync.com:4443/ddb527e9-7220-50e9-906f-412ceaaf3aac" IssueInstant="2016-08-09T20:20:43.331Z" xmlns:saml="urn:oasis:names:tc:SAML:1.0:assertion"><saml:Conditions NotBefore="2016-08-09T20:20:43.331Z" NotOnOrAfter="2016-08-10T03:54:38.331Z"><saml:AudienceRestr 015010.588|tickt|5|00|doXmlParsingForErrorCode:pResponse doesn't have string <!DOCTYPE 015010.588|sip |4|00|TLS-DSK:soWebTicketCbFunc: SoWebTicketCb_ResponseError event triggered from the soWebTicket 015038.881|sip |4|00|SSL_get_error Error code=5,rc(-1) 015038.881|sip |4|00|TLS Listen Thread Exit 015237.074|utilm|4|00|uBLFUnCompressed: File /data/polycom/ffs0/Config/Local/WebTicket/0/sip.usr doesn't exist or is empty 015238.994|tickt|4|00|[StdRet soWebTicketO365Info::soWebTicketFetchWsFedBearerToken()]:[6926] pSecurityTokenSamlAssertion[<saml:Assertion MajorVersion="1" MinorVersion="1" AssertionID="SamlSecurityToken-78a2ad00-8c3a-40b7-bdb9-2e0bd76fec1f" Issuer="https://bl20b05fes01.infra.lync.com:4443/4759a989-f0dd-5093-96a3-32faef139b69" IssueInstant="2016-08-09T20:23:12.724Z" xmlns:saml="urn:oasis:names:tc:SAML:1.0:assertion"><saml:Conditions NotBefore="2016-08-09T20:23:12.724Z" NotOnOrAfter="2016-08-10T04:13:16.724Z"><saml:AudienceRestr 015239.158|tickt|5|00|doXmlParsingForErrorCode:pResponse doesn't have string <!DOCTYPE 015239.158|sip |4|00|TLS-DSK:soWebTicketCbFunc: SoWebTicketCb_ResponseError event triggered from the soWebTicket 015308.998|sip |4|00|SSL_get_error Error code=5,rc(-1) 015308.998|sip |4|00|TLS Listen Thread Exit 015507.672|ares |4|00|aresDnsLookup: select time-out 1 on A lookup for 'sipfed0B.online.lync.com' after 0 sec 015507.885|utilm|4|00|uBLFUnCompressed: File /data/polycom/ffs0/Config/Local/WebTicket/0/sip.usr doesn't exist or is empty 015513.291|tickt|4|00|[StdRet soWebTicketO365Info::soWebTicketFetchWsFedBearerToken()]:[6926] pSecurityTokenSamlAssertion[<saml:Assertion MajorVersion="1" MinorVersion="1" AssertionID="SamlSecurityToken-fa223f34-5fbd-4de4-9dd8-fda60502dda8" Issuer="https://bl20b05fes07.infra.lync.com:4443/17dc0e87-0f6b-5e84-a41d-693819f0f217" IssueInstant="2016-08-09T20:25:44.769Z" xmlns:saml="urn:oasis:names:tc:SAML:1.0:assertion"><saml:Conditions NotBefore="2016-08-09T20:25:44.768Z" NotOnOrAfter="2016-08-10T04:18:28.768Z"><saml:AudienceRestr 015513.463|tickt|5|00|doXmlParsingForErrorCode:pResponse doesn't have string <!DOCTYPE 015513.467|sip |4|00|TLS-DSK:soWebTicketCbFunc: SoWebTicketCb_ResponseError event triggered from the soWebTicket 015539.795|sip |4|00|SSL_get_error Error code=5,rc(-1) 015539.795|sip |4|00|TLS Listen Thread Exit 015737.577|utilm|4|00|uBLFUnCompressed: File /data/polycom/ffs0/Config/Local/WebTicket/0/sip.usr doesn't exist or is empty 015740.637|tickt|4|00|[StdRet soWebTicketO365Info::soWebTicketFetchWsFedBearerToken()]:[6926] pSecurityTokenSamlAssertion[<saml:Assertion MajorVersion="1" MinorVersion="1" AssertionID="SamlSecurityToken-27572305-9641-4447-95dd-eb25fc2e791d" Issuer="https://bl20b05fes09.infra.lync.com:4443/d3b4abb2-3ee5-5697-a831-ad9064c21f81" IssueInstant="2016-08-09T20:28:13.626Z" xmlns:saml="urn:oasis:names:tc:SAML:1.0:assertion"><saml:Conditions NotBefore="2016-08-09T20:28:13.625Z" NotOnOrAfter="2016-08-10T04:19:14.625Z"><saml:AudienceRestr 015740.797|tickt|5|00|doXmlParsingForErrorCode:pResponse doesn't have string <!DOCTYPE 015740.798|sip |4|00|TLS-DSK:soWebTicketCbFunc: SoWebTicketCb_ResponseError event triggered from the soWebTicket 015809.499|sip |4|00|SSL_get_error Error code=5,rc(-1) 015809.499|sip |4|00|TLS Listen Thread Exit 015906.378|app1 |4|00|[AppExchangeUiC::populateAutoDiscoverUrl] Internal & External EWS url's are empty 015906.381|cfg |5|00|Prm|Parameter device.lync.timeZone requested type 7 (Bool) but is of type 1 (UIntNull) 015906.381|cfg |5|00|Prm|Parameter device.lync.timeZone requested type 7 (Bool) but is of type 1 (UIntNull) 015906.774|so |4|00|[soRegistrationC] Login Credentials empty causing SoRegEventLine Deleted 015911.378|usbpp|4|00|[PpsUsbC]: OnEvReg Accepted 015911.379|app1 |*|00|SoRegistrationEventLineDeleted - new AppRegLineC, Default user 015911.389|usbpp|4|00|[PpsUsbC]: OnEvReg Accepted 015911.390|sip |*|00|Sip UnRegister Usr:nylargeconferenceroom@optimityadvisors.com Dsp:nylargeconferenceroom Auth:'' Inx:0 015911.390|sip |*|00|SipUserRemove: user 0 being removed. 015911.391|sip |*|00|Sip Register Usr:Trio8800 Dsp:RealPresence Trio 8800 Auth:'Using Login Cred' Inx:0 015911.392|sip |*|00|Sip Register Usr:Trio8800 Dsp:RealPresence Trio 8800 Auth:'Using Login Cred' Inx:0 015915.919|sip |*|00|User removed 015916.378|copy |4|00|Configuration of URL failed 015916.378|cfg |4|00|Prov|Could not download file 0004f2fd7d0e-web.cfg 015916.378|cfg |4|00|Prov|Uploading phoneWeb.cfg failed 015916.378|cfg |4|00|Prov|Update configuration failed
08-09-2016 02:42 PM
Please utilise the voip FAQ to troubleshoot your time issue
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