Forum Discussion
Polycom RealPresence Trio 8800 Signs out
We are starting to deploy these conference devices in our environment and am finding that they sign out after a few days of inactivity. We have Exchange resources we assigned S4B and Cloud licensing and have successfully signed into the devices and joined several skype for business meetings.
The problem is the devices sign out anywhere between 1 to 3 days after being signed in and i have to reboot the device to force it to sign back in.
We have over 200 VVX phones deployed and are not having this issue. Polycom seems to think that it has something to do with Skype for Business.
Can anyone shed some light as to what i need to look at? Much appreciated.
15 Replies
I have the exact same issue but I am not using Event Zero. Just a very basic configuration, with a Skype room account. I have also removed the sign out button, and I have added a custom back ground, otherwise pretty vanilla. I also asked Polycom with no further information, they only mentioned factory reseting it, which I did. I must say though after a factory reset, and reapllying the lastest firmware it behaved for a longer time, even a couple weeks I believe. But now its back to its old ways. As stated a reboot or restart fixes it. Interestingly when you lookin in the web UI the skype account is signed in, the account shows offline though, very bizzare. I am thinking of rebooting it every night as a temp fix as its extremely fustrating to my users.
Bradley, I assume you have already opened a ticket with your support channel? If not please do so that SIP logs may be captured and reviewed. This behavior has not been seen since older releases and may be related to something in your environment that the phone is not reacting well to.
There is also another firmware release coming out soon that support may be able to provide under beta testing to see if the issue goes away.
- Disabling Polycom Labs "Send Diagnostics Data" seemed to stabilize this problem for us. Have had no issues with my Trio, since changing that option.
- What is the firmware version you are running on the Trio? I upgraded to 5.4.4.776 and my Trios have been stable for a month now. I am assuming you are using an Office365 account?
I am using 5.4.4.7776, was stable for a while but as I said it started up again recently.
- I have the same setup as you, also using event zero. Is there anything in the logs of what is going on? Maybe PoE is restarting causing something? Just digging at straws
Adam - do yours reboot? I will ask the network guys if anything happens on the switch.
- The only time mine reboot is when I make a config change. Now it does reboot when I change the sign in address on the Polycom through the web portal. Maybe somebody is trying to login into it as them? I used event zero to modify the configuration so there is not configuration management icon on the main screen. It's pretty tightly locked down, no USB, no Bluetooth, Striped UI.
Have you checked the firmware version of the deivces? Could it be possible that there is something else trying to sign in as that device locking out the account?
- The firmware version is exactly what Polycom supports.
We are using Event Zero as a provisioning server and have config blocks on the device to log it in if needed...I have this on some common area phones. But good point though, I will check to see if the config block for the Trio is causing the issue.
