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ID do artigo: 000035666
Last Modified Date: 10/12/2021
Access Level: Public

Distracting BToE popup notification is displayed every 70-80 seconds

Users getting constant and disruptive BToE pop-ups (BToE is not in BToE mode) Expected Results:
User should not get constant pop-ups

Observed Results:
User is getting constant pop-ups What is observed in BTOE logs: [08/15/19 : 10:28:15]  PBC: no HB received from LC [08/15/19 : 10:28:20]  PBC: no HB received from LC [08/15/19 : 10:28:25]  PBC: no HB received from LC  
  • Historically when BTOE was developed by MSFT, it needed a USB cable to pair with phones and TPCP embedded into the Skype client would initiate the “Better Together” status with the UC phone.
  • So Polycom developed BTOE App that leverages the LAN connection on PC, so we convert USB signals into packets and we use this to pair between PC and VVX, this is the pairing mode, the other leg of the pairing happens between BTOE App and Skype client, in this case the BTOE App is the virtual USB device.
  • “Better Together” mode uses a USB layer of communication, once the BTOE App is up, it enumerates itself and attaches to the audio manager in windows, once that happens, the Skype for business client sends Heart Beat messages to the BTOE App (all on the same PC) to begin a pairing process.
 
  • In this issue reported here, the BTOE app never receives Heart Beat messages from the Skype client and so the BTOE App enters into a recovery mechanism introduced in 3.9 that cycles the app in attempts to enter in “Better Together” mode with Skype client, this fails everytime and a pop up is displayed at an interval of every 70-80s.
In this particular case, this is not a Poly issue. Cusotmer is pursuing root cause on the Microsoft side, possible root cause could be third party application blocking USB Stack Head messages from Skype Client to BToE app. Reinstalling the BToE app seems to resolve the issue. Will update with Root Cause if Microsoft finds one.   Jan 6th 2020 EDIT: please see Root Cause Section with new findings from Microsoft.