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Firmware, Software Updates => Firmware / Advisories / Notifications for OBi Products => Topic started by: NoObiKnObi on July 03, 2018, 11:28:45 am



Title: OBI200 operation unreliable since May 2018
Post by: NoObiKnObi on July 03, 2018, 11:28:45 am
I've been using Obihai devices (110 and 200) with GV successfully, with factory default settings, for around 7 years. My GV is set to forward to both my OBI 200, and my cell phone. I have the latest firmware build 5859EX, and latest GV. My Obi200 is beyond the support warranty.

Sadly, since May 2018 my obi200 device has been unreliable. I have found work arounds which are ok for the short term, but long term are unsatisfactory solutions.

Here are the issues:

1. After powering up my obi and computer in the morning, I get a "Service provider can't access" error message on my phone attached to the OBI200. The rightmost (phone) LED is off or faint. The workaround fix is to do a software reset (not factory default) of the obi200 each day after powering up the device. This must be done daily to restore correct operation.

2. In normal "correct" operation, when I receive a call to my GV number GV will ring my OBI three times. If I don't pick up, the caller is transferred to GV voicemail. Occasionally, however, a GV call will ring my obi200/IP phone only once, instead of the expected three times, then immediately transfer the caller to my cell phone voice mail rather than the expected GV voicemail transfer. Once started, this behavior continues on an ongoing basis. The workaround is to completely remove my obi 200 device, do a factory default reset, remove GV, then reinstall everything as if it is a new OBI200. This solves the problem, at least for a week until it reappears. Then the reinstall process must be repeated. 


Both of these problems seem related to software/firmware modifications which occurred in May 2018.

Is anyone else having these issues? Is this an issue with the current firmware? Are there settings different from factory default which might help? My Obi's have always worked with factory defaults; hence I suspect a firmware issue. Polycom will not help unless I update my support contract. My past experiences with Polycom support have not been positive.

Thank you


Title: Re: OBI200 operation unreliable since May 2018
Post by: adatt on July 04, 2018, 07:01:28 pm
 >:(

I am having the same issues. I have had it for 10 plus years. I guess I upgraded the firmware in May and now I my security provider cannot connect my phone


Title: Re: OBI200 operation unreliable since May 2018
Post by: ProfTech on July 05, 2018, 08:38:46 am
Interesting observations. Our 200 was updated to 5897EX by Polycom sometime last night and one of two [both sip] service providers has stopped working. The other still works. We are still trying to see what the problem might be.


Title: Re: OBI200 operation unreliable since May 2018
Post by: lrosenman on July 05, 2018, 08:48:31 am
I think the 5897EX version has a bunch of bugs.


Title: Re: OBI200 operation unreliable since May 2018
Post by: chilirock on July 05, 2018, 10:17:20 am
Just adding a data point to the discussion. I have two Obi200's that I manage, our's and our in-laws. Both devices were updated to 5897EX a couple of days ago. Both are working fine. Our device uses GV for outbound calls and CallCentric for inbound calls. Our in-laws device uses CallCentric for both outbound and inbound calls. No issue so far with either device.


Title: Re: OBI200 operation unreliable since May 2018
Post by: NoObiKnObi on July 05, 2018, 10:51:48 am
Thanks for the input. Yes, I'm also currently evaluating 5897. Crossing my fingers....


Title: Re: OBI200 operation unreliable since May 2018
Post by: ProfTech on July 05, 2018, 02:03:16 pm
I looked our Obi 200 over to try and figure out the issue. We had 2 sp configured. Callcentric for both inbound and outbound. CallWithUs for outbound only. CallWithUs does not require registration if you are only using them for outbound so the sp slot was not configured to register. CWU did not work so I thought it might just need to be rebooted. I went ahead and set CWU to register and rebooted just to see if it was a problem with the ITSP. It came up and registered immediately. So I shut off registering and rebooted again. Made a test call and it failed. Re-enabled register and it now works. I opened a ticket with Polycom but haven't heard anything yet.


Title: Re: OBI200 operation unreliable since May 2018
Post by: NoObiKnObi on July 08, 2018, 12:21:47 pm
Looks like Polycom rolled back to the 5859 firmware. 5897 was a bust from my perpective. Receiving calls improved but couldn't call out. It would ring the receiver once then freeze.
I just disconnected my OBI200. Polycom's only offered soltuion is to buy a service contract. It's not clear to me What good will that do given unstable firmware.




Title: Re: OBI200 operation unreliable since May 2018
Post by: SteveInWA on July 08, 2018, 01:04:04 pm
Looks like Polycom rolled back to the 5859 firmware. 5897 was a bust from my perpective. Receiving calls improved but couldn't call out. It would ring the receiver once then freeze.
I just disconnected my OBI200. Polycom's only offered soltuion is to buy a service contract. It's not clear to me What good will that do given unstable firmware.




This is now old news.  The bug(s) were fixed and new firmware was pushed out that works fine.  The current firmware, as of Friday, is 3.2.2 (Build: 5898EX).


Title: Re: OBI200 operation unreliable since May 2018
Post by: NoObiKnObi on July 08, 2018, 02:19:10 pm
Thanks for the update Steve. We were having power outages here in LA from the heat, so mine just now got updated. That's great news. I'll have to test for a while, hopefully I'll get the same results. 


Title: Re: OBI200 operation unreliable since May 2018
Post by: SteveInWA on July 08, 2018, 03:12:57 pm
Thanks for the update Steve. We were having power outages here in LA from the heat, so mine just now got updated. That's great news. I'll have to test for a while, hopefully I'll get the same results. 

Wow, I guess everyone's air conditioning is overwhelming the grid.  My friend in Burbank said it was 118 the other day.  Good luck staying cool!


Title: Re: OBI200 operation unreliable since May 2018
Post by: NoObiKnObi on July 14, 2018, 01:03:32 pm
Thanks Steve. It's still hot here, but power has been restored and I think the worst is behind us. I'm not quite so sanguine regarding Polycom, however. In my case 5898 fixed all the new bugs induced by 5897, and it's a marginal improvement over 5859. I can make calls out fine, received calls are improved. I now need to perform a soft reboot every few hours to avoid "service provider" errors. Received calls mostly work but a little flaky. Sometimes my cell phone doesn't ring with the IP phone. So still not back to the old days of consistently solid operation. How is everyone else doing?



Title: Re: OBI200 operation unreliable since May 2018
Post by: NoObiKnObi on July 16, 2018, 09:28:45 am
Update: Having had more time to test, I would say that 5898 is the same or worse than 5859, which was described in my original post in this thread. Sadly, after about ten years, I'm starting to think it's time to find an alternate solution to Polycom.


Title: Re: OBI200 operation unreliable since May 2018
Post by: SteveInWA on July 16, 2018, 03:21:17 pm
Update: Having had more time to test, I would say that 5898 is the same or worse than 5859, which was described in my original post in this thread. Sadly, after about ten years, I'm starting to think it's time to find an alternate solution to Polycom.

Nobody else is reporting the exact same symptom as you, so I doubt there is any overall issue with firmware at this time.  You may just have a failing unit.


Title: Re: OBI200 operation unreliable since May 2018
Post by: NoObiKnObi on July 16, 2018, 04:11:10 pm
That's an interesting data point. OK, in that case perhaps replacing it makes more sense than a service contract, in which case they would probably just tell me to replace it.  So glad that you are on the forum Steve, that's a big help. Thank you!


Title: Re: OBI200 operation unreliable since May 2018
Post by: SteveInWA on July 16, 2018, 04:25:05 pm
Well, you won't be thanking me, if you buy a new one, and it fails the same way   :o :o :o :o

But, the only other thing I can suggest to isolate the issue to a bad device vs. a bad network service, is to physically take the existing OBi device somewhere else, connect it to some other internet service, and see how it performs over a couple of days.


Title: Re: OBI200 operation unreliable since May 2018
Post by: NoObiKnObi on July 16, 2018, 05:13:09 pm
That's an idea, although difficult for me to implement. Maybe my first shot will be to swap the switching power adapter with the one from my old Obi110, to rule out unstable power. 


Title: Re: OBI200 operation unreliable since May 2018
Post by: hamfastgamgee on August 13, 2018, 11:34:33 am
That's an idea, although difficult for me to implement. Maybe my first shot will be to swap the switching power adapter with the one from my old Obi110, to rule out unstable power.  

Your situation sounds eerily familiar to the one I posted in another thread.  Did you ever make any headway on this?  My device loses the third light and its network connectivity and needs a manual reboot roughly every 24-26 hours.


Title: Re: OBI200 operation unreliable since May 2018
Post by: NoObiKnObi on August 13, 2018, 02:53:22 pm
Yes, hamfastgamgee, it sounds similar. I have been attempting to isolate the problem without much success. Recently, however, I noticed that if I boot the Obi200 after the router finishes it's boot process the OBi is much more stable for the day. So I am suspecting the handshake between the OBI and router. Sadly, I have a four year old rented Spectrum Arris DG1670 modem/router. If you tell me you have the same router then that is very likely the issue.  I think my next step will be to buy my own modem and router, and also save the outrageous rental fee in the process.


Title: Re: OBI200 operation unreliable since May 2018
Post by: hamfastgamgee on August 13, 2018, 03:34:27 pm
Well, I do use Spectrum, but I have my own (Apple) router.  The modem is included in the Internet fee and they no longer offer discounts to bring your own, so I do use one of their modems, which I am getting swapped out next Monday for a newer model.

However, given that several of the issues I was having were present in one version of firmware and went away with the next, I am still suspecting some edge case in the Obi firmware, maybe related to some daily refresh token or similar.


Title: Re: OBI200 operation unreliable since May 2018
Post by: NoObiKnObi on August 13, 2018, 04:20:05 pm
Interesting. Blows my theory however. OK, let's keep trying stuff and let me know please if you have any success. So far, it seems you and I are the only ones with this issue. Somehow I'm not ready to throw in the towel and replace my OBi200. You are probably right that it is a firmware edge condition but who knows when that will get resolved.


Title: Re: OBI200 operation unreliable since May 2018
Post by: SteveInWA on August 13, 2018, 04:43:39 pm
I suggested earlier that you take your OBi somewhere else and see if the problem follows the OBi, or stays with your original location.  You said it would be "difficult".  Rather than waste time trying to guess, why not just do it?  Unless you are Ted Kaczynski, you have some friends or neighbors who would be willing to help.


Title: Re: OBI200 operation unreliable since May 2018
Post by: NoObiKnObi on August 13, 2018, 05:43:11 pm
Point taken Steve. OK maybe time for a refresher course in human relations and I'll give that a go ;).


Title: Re: OBI200 operation unreliable since May 2018
Post by: Marie on August 14, 2018, 09:36:15 pm
Me too. Got an email from Obi that my service was not registering. I have no idea what that means. But, I cannot call out or in but I did get emails that I had missed called to the Obi.
My third light to the right (phone) is not lit.
Not sure what to do?
Marie


Title: Re: OBI200 operation unreliable since May 2018
Post by: NoObiKnObi on August 14, 2018, 11:36:33 pm
Yup! That's the exact issue hamfastgamgee and I are having. I assume your OBI is no longer under warranty? What router are you using?

The fix that seems to be working for me is to power on my router and let it boot completely, then power on the OBI.  This has been working for the last couple of weeks but I don't get all that many calls (I must be related to Ted Kaczynski, as Steve points out).  Time will tell if this is a viable solution.  I suggest trying that. A soft reset, either via the admin menu or by dialing ***91 will get the third light to go back on and the OBI will function but it's always a question of for how long that will last.

Let us know please how that works for you.   


Title: Re: OBI200 operation unreliable since May 2018
Post by: Raziel68 on September 06, 2018, 07:56:25 am
Does anyone get a "Connect Failed: 403 Forbidden" in the sp1 using google voice.  The box seems to run fine (echo test). Green light on the device config page too...???


Title: Re: OBI200 operation unreliable since May 2018
Post by: ProfTech on September 07, 2018, 11:20:26 am
This is kind of old information but since I reported an issue with 5797 to Polycom in July and there have been numerous issues with Google Voice [we don't use Google Voice] I decided to post again. Polycom loaded 5898EX into our Obi 200 a day or two after I reported the issue with 5797 and I thought we were out of the woods. But a week or two ago I noticed that Callcentric was not registering on the correct port. If you use dns_srv [and we do] the Obi is supposed to pick the correct port up from the dns_srv packet. This works on all my 100 series and on another Obi 200 that Polycom has not updated. I reported it to Polycom and they emailed me back and said "Pay us the $10 and we'll think about taking a look." I'm going to try resetting to factory defaults first. Callcentric reported they have heard other reports of firmware updates corrupting things. I had another 200 that had a weird problem that a reset to factory defaults corrected.


Title: Re: OBI200 operation unreliable since May 2018
Post by: zorlac on September 10, 2018, 06:34:39 pm
I'm not really sure if this is the right thread for this post but tonight for the third time in about the past two weeks the right most green led goes off on my obi200 and we can't receive any calls. "SoftwareVersion   3.2.2 (Build: 5898EX)" GV configured on SP1 & 2.
I've power cycled and it comes right back.
It unfortunately seems like more than a fluke at this point since nothing else has changed.
I'll try the ***91 next time it happens since it's easier than reaching behind it for the power plug.
Wifey was a tad PO'd when the phone didn't ring for an important call.  :o :P ;)


Title: Re: OBI200 operation unreliable since May 2018
Post by: SteveInWA on September 10, 2018, 07:53:48 pm
Next time this happens, before you reboot the OBi 200, sign into the OBiTALK portal, and look at the status of the Google Voice SP or SPs.  That will at least provide a hint as to whether the device lost its registration with the Google Voice SIP servers.


Title: Re: OBI200 operation unreliable since May 2018
Post by: NoObiKnObi on September 10, 2018, 08:17:46 pm
Steve, I just sent Polycomm an email to look at this thread because others besides me are having the same problem. I suggested that rather than push service contracts as a solution they might look into a firmware update. My workaround above, namely power cycle the OBI after the router finishes its boot procedure seems to be restoring stable operation for me.  Your suggestion is good, and I'll check that as well when I get a chance. Thanks.


Title: Re: OBI200 operation unreliable since May 2018
Post by: SteveInWA on September 10, 2018, 08:35:24 pm
Steve, I just sent Polycomm an email to look at this thread because others besides me are having the same problem. I suggested that rather than push service contracts as a solution they might look into a firmware update. My workaround above, namely power cycle the OBI after the router finishes its boot procedure seems to be restoring stable operation for me.  Your suggestion is good, and I'll check that as well when I get a chance. Thanks.

That's nice, but why not perform my test already?  It's been weeks.  At least, you'd be able to point the finger at your particular LAN configuration vs. whatever other site you use to test it.


Title: Re: OBI200 operation unreliable since May 2018
Post by: NoObiKnObi on September 10, 2018, 08:53:03 pm
I understand Steve, but it seems that others with completely different environments are having the identical problem that I'm having. I've already spent hours getting to the solution that I found which seems to be working for me, and I think others. I could go to greater testing efforts for further characterization for PolyCom but my time for this is limited and I think there are enough additional data points here for PolyCom to work with such that the ball is appropriately in their court. Let's see how they respond.... 


Title: Re: OBI200 operation unreliable since May 2018
Post by: hamfastgamgee on September 19, 2018, 03:33:45 pm
I actually seem to be experiencing an issue where one of the following two things will happen:

1) The green light dies, and I have to power cycle the Obi after leaving it unplugged for some time.
2) The Obi will randomly revert back to 5896 from 5898EX.  Once it reboots, it'll get 5898EX again and fix itself.

To say it's annoying would be a massive understatement. :)


Title: Re: OBI200 operation unreliable since May 2018
Post by: howardjeffrey on September 28, 2018, 05:52:18 pm
I have been using Obihai for ~7 yrs. now, first the 110, then the 200 for the last couple years, with Google Voice.
I have also set up these devices for numerous folks, also for use exclusively w/GV.
I have had virtually no problems that were not user error, firmware update, or product failure related.

That has dramatically changed since sometime in the spring: the most persistent problem now is that incoming calls are lost after the 3rd or 4th ring.
This happens with two other people whose Obihai 200 I setup.
I have checked all possible settings on the Obitalk dashboard & w/GV: no problems there.

The clearest indication that the problem is w/Obihai firmware: if I dial the other Obihai 200 devices directly (using **9) the same problem presents with 4 to 5 rings, and I then get my own voicemail (not the voicemail of the person I am calling).


Current firmware is 3.2.2.5898


Title: Re: OBI200 operation unreliable since May 2018
Post by: SteveInWA on September 28, 2018, 06:30:32 pm
I have been using Obihai for ~7 yrs. now, first the 110, then the 200 for the last couple years, with Google Voice.
I have also set up these devices for numerous folks, also for use exclusively w/GV.
I have had virtually no problems that were not user error, firmware update, or product failure related.

That has dramatically changed since sometime in the spring: the most persistent problem now is that incoming calls are lost after the 3rd or 4th ring.
This happens with two other people whose Obihai 200 I setup.
I have checked all possible settings on the Obitalk dashboard & w/GV: no problems there.

The clearest indication that the problem is w/Obihai firmware: if I dial the other Obihai 200 devices directly (using **9) the same problem presents with 4 to 5 rings, and I then get my own voicemail (not the voicemail of the person I am calling).


Current firmware is 3.2.2.5898

Nobody, as far as I can recall, has ever reported that problem.  It's not firmware-related.  If you dial **9 to call another OBi, you can't possibly get to voicemail; there is no voicemail for the OBiTALK service.

You have a user error in setup.


Title: Re: OBI200 operation unreliable since May 2018
Post by: howardjeffrey on September 29, 2018, 12:57:49 am
Wow! SteveInWA, you seem to know my experience better than me!
I have checked everything & repeated the problem three times.
But, I guess you know better.


Title: Re: OBI200 operation unreliable since May 2018
Post by: drgeoff on September 29, 2018, 09:25:10 am
if I dial the other Obihai 200 devices directly (using **9) the same problem presents with 4 to 5 rings, and I then get my own voicemail (not the voicemail of the person I am calling).
I don't think you are going to dispute OBis not having voicemail so doesn't that make you ask yourself "What voicemail system?"


Title: Re: OBI200 operation unreliable since May 2018
Post by: azrobert on September 29, 2018, 09:45:53 am
The clearest indication that the problem is w/Obihai firmware: if I dial the other Obihai 200 devices directly (using **9) the same problem presents with 4 to 5 rings, and I then get my own voicemail (not the voicemail of the person I am calling).

Post the call history of both devices after making an **9 call.

To access Call History:
Log directly into the OBi using the local interface.
Key the IP address of the OBi into a Web Browser and hit Enter
The UserID and default Password are both "admin".
Click Status on the left column then click Call History.