OBiTALK Community

General Support => Installation and Set-Up (Devices) => Topic started by: nadjnrocky on September 13, 2018, 07:19:17 AM

Title: Can't setup new Obi200 "Failed to add device"
Post by: nadjnrocky on September 13, 2018, 07:19:17 AM
My Obi100 finally crapped out, so I went ahead and got the 200. Now I'm trying to configure this device with my phone and GV account but I'm running into an issue. I removed the old device from my account. The new obi200 passes the 222-222-222 test, then when I go to add device, it says I have 120 seconds to enter the code, but everytime, after about 5 seconds it times out with this error message:
"Failed to add device: This device is customized for another service provider and cannot be added to your account!"

Already did software update, reboot, and hard factory reset. No luck with any of those.
...Any insight?
Thanks
Title: Re: Can't setup new Obi200 "Failed to add device"
Post by: SteveInWA on September 13, 2018, 10:15:00 AM
Hi:  something fishy is going on; you're the second person to report this symptom, which should not be happening.

I'm going to discuss this with my contacts at Polycom to get it addressed.  Please stand by.
Title: Re: Can't setup new Obi200 "Failed to add device"
Post by: SteveInWA on September 13, 2018, 02:00:33 PM
This should be fixed now -- please try again.
Title: Re: Can't setup new Obi200 "Failed to add device"
Post by: Manchi on September 16, 2018, 07:11:35 AM
Today I'm also trying to do this changeover and having the same problem as reported.
@Steven any help would be greatly appreciated.
Title: Re: Can't setup new Obi200 "Failed to add device"
Post by: Taoman on September 16, 2018, 07:56:25 AM
Pretty sure the OBiTALK servers are having issues again.

I've been trying to add an OBi202 and an OBi110 to the OBiTALK web portal without success. The echo test works fine but when trying to add the device it either just sits there and eventually times out or acts like it worked but after clicking on the "Confirm" button I just get another error message saying:

"Failed to add this device. Your session may have timed out. Please try again."
Title: Re: Can't setup new Obi200 "Failed to add device"
Post by: ymmaz on September 16, 2018, 01:20:48 PM
Contact support and they'll correct the issue on their end. It must be server related but they did not elaborate on what they did. I had the exact same experience as above when trying to re-add my OBI202 to my new router.
Title: Re: Can't setup new Obi200 "Failed to add device"
Post by: lonewolf on September 21, 2018, 06:25:56 PM
I am having the same issue.

Having Obi110, and just bought obi200.  Dialing **9222222222 works fine.
Adding device by dialing **5 xxxx with failed to add error.
Title: Re: Can't setup new Obi200 "Failed to add device"
Post by: PilotKnob on September 22, 2018, 07:36:49 AM
Same here with the 202. It was working, then it quit. Can't call the echo test number(error message) and can't add the device. Tech support has had me try a number of things. Nothing. This thing is either dead in the water or something's awry at Obihai.
Title: Re: Can't setup new Obi200 "Failed to add device"
Post by: drgeoff on September 22, 2018, 10:24:36 AM
Quote from: PilotKnob on September 22, 2018, 07:36:49 AM
Same here with the 202. It was working, then it quit. Can't call the echo test number(error message) and can't add the device. Tech support has had me try a number of things. Nothing. This thing is either dead in the water or something's awry at Obihai.

Is the Power LED solid green?
Title: Re: Can't setup new Obi200 "Failed to add device"
Post by: schizrade on September 22, 2018, 12:26:27 PM
Same issue, echo is good, activation call says server has been notified, but the dashboard wont add the device.

Suddenly started working.
Title: Re: Can't setup new Obi200 "Failed to add device"
Post by: PilotKnob on September 23, 2018, 07:57:23 AM
Quote from: drgeoff on September 22, 2018, 10:24:36 AM
Quote from: PilotKnob on September 22, 2018, 07:36:49 AM
Same here with the 202. It was working, then it quit. Can't call the echo test number(error message) and can't add the device. Tech support has had me try a number of things. Nothing. This thing is either dead in the water or something's awry at Obihai.

Is the Power LED solid green?

Yep. Solid green. Shows data activity on the link light. I can ping it.
Title: Re: Can't setup new Obi200 "Failed to add device"
Post by: Joe_TV-forum on September 25, 2018, 05:41:42 PM
I've been having the same problems for the past week.  Probably tried a few dozen times, mostly in the evenings.

Ive tried firmware update, DNSServer1 override, Factory reset, routers firewall off, Chrome and Firefox.  Nothing I do seems to work.  I guess ill try to figure out how to contact Polycom before I return the Obihai 200 to NewEgg.
Title: Re: Can't setup new Obi200 "Failed to add device"
Post by: SteveInWA on September 25, 2018, 06:11:57 PM
Polycom is aware of this issue, and says that it should be fixed by tomorrow.
Title: Re: Can't setup new Obi200 "Failed to add device"
Post by: rosh on September 26, 2018, 08:01:33 AM
I've been having all kinds of issues for the past 3 days, so I decided to remove GV from SP1 on my Obi200 and then delete device from my account, and then re-add it.  I can do the echo test, but I can't get my device re-added.  Any suggestions?
Title: Re: Can't setup new Obi200 "Failed to add device"
Post by: weexpats on September 26, 2018, 01:47:18 PM
Same thing happening to me. Solid green light, updated firmware, etc. Cannot add device.
Title: Re: Can't setup new Obi200 "Failed to add device"
Post by: ITBS on September 27, 2018, 08:28:46 AM
I am also having the 'Failed to add device' issue with multiple devices.  Updated FW and still an issue.  Any more word from Polycom?
Title: Re: Can't setup new Obi200 "Failed to add device"
Post by: billjon on September 27, 2018, 04:58:53 PM
I'm receiving "no service configured error" after attempting to add my device by calling **5 xxxx.  Cox Cable here in New Orleans, LA provides a Cisco DPQ3212 telephone and internet modem which I believe is part of the problem. 

Since I will cancel my telephone and television services with Cox Cable soon, my Arris surfboard SB6183 cable modem and my Tenda AC15 router will provide internet access for my OBi200.  Hopefully Polycom fixes the problem in the next couple of days.
Title: Re: Can't setup new Obi200 "Failed to add device"
Post by: SteveInWA on September 27, 2018, 05:07:54 PM
I just now sent them a query about this issue.  If/when I hear something, I'll post it here.
Title: Re: Can't setup new Obi200 "Failed to add device"
Post by: BrendaK on October 03, 2018, 04:43:50 PM
I'm a new user having the same problem. Has there been any update? I cannot add my device.
Title: Re: Can't setup new Obi200 "Failed to add device"
Post by: HMEETIS on October 03, 2018, 06:09:27 PM
Quote from: SteveInWA on September 13, 2018, 02:00:33 PM
This should be fixed now -- please try again.

I hope you can help me as well. I cant seem to add the obi200 i just bought. It seems like its brand new. It passes the echo test but i cant add it dialing **5----
Title: Re: Can't setup new Obi200 "Failed to add device"
Post by: SteveInWA on October 03, 2018, 06:29:16 PM
See:  https://www.obitalk.com/info/support/request-support (https://www.obitalk.com/info/support/request-support)
Title: Re: Can't setup new Obi200 "Failed to add device"
Post by: SteveInWA on October 03, 2018, 07:16:35 PM
According to Polycom, they are continuing to investigate this problem; it is intermittent, and so meanwhile, their recommendation is to keep trying, and it should eventually work.
Title: Re: Can't setup new Obi200 "Failed to add device"
Post by: amart79196 on October 04, 2018, 06:16:47 AM
I only wish it was intermittent!  This is constant and no matter what does not work! 
Title: Re: Can't setup new Obi200 "Failed to add device"
Post by: danlewis on October 04, 2018, 06:35:47 AM
Same here.  Did a reset of my obi202 as recommended to try to fix Google Voice not working properly.  Now I am in complete limbo, unable to re-provision the device.   :(
Title: Re: Can't setup new Obi200 "Failed to add device"
Post by: daniel4110 on October 04, 2018, 07:14:53 AM
I am having the same issue on my new OBI200. Echo test is successful but timing out while trying to add device on the portal. Sent a support request 24 hours ago. No reply or action. Feels like a total waste of time. I will give it a day before I return to Amazon.
Title: Re: Can't setup new Obi200 "Failed to add device"
Post by: amart79196 on October 04, 2018, 07:33:44 AM
submit another ticket!
Title: Re: Can't setup new Obi200 "Failed to add device"
Post by: pitb on October 04, 2018, 08:19:29 AM
I"m in the same boat
Title: Re: Can't setup new Obi200 "Failed to add device"
Post by: OBiSupport on October 04, 2018, 01:09:04 PM
Dear OBiTALK Members,

OBiTALK is currently experiencing a slight performance degradation affecting the following functions:
- Add Device: Users Cannot Add New Devices
- OBiTALK Service Status: Status Displayed on OBiTALK Does Not Represent Actual Running Status of Device

The root cause is known and the work required to resolve is underway.

If you are experiencing any issues with functionality described above please do the following:
1.  Contact the Polycom OBiTALK support team via the on-line ticket system: CLICK HERE (https://www.obitalk.com/info/support/supportTicketForm) and submit the information required. Our support staff will work to help you resolve the issue you have and communicate accordingly.

2.  Continue to use the OBiTALK portal for the desired function knowing it may take several attempts to complete the task.

We expect the issues to be resolved soon.

Thank you for your patience, your support and for being a customer.

Warm Regards,
Obihai Team @ Polycom
Title: Re: Can't setup new Obi200 "Failed to add device"
Post by: HMEETIS on October 04, 2018, 02:08:12 PM
Quote from: OBiSupport on October 04, 2018, 01:09:04 PM
Dear OBiTALK Members,

OBiTALK is currently experiencing a slight performance degradation affecting the following functions:
- Add Device: Users Cannot Add New Devices
- OBiTALK Service Status: Status Displayed on OBiTALK Does Not Represent Actual Running Status of Device

The root cause is known and the work required to resolve is underway.

If you are experiencing any issues with functionality described above please do the following:
1.  Contact the Polycom OBiTALK support team via the on-line ticket system: CLICK HERE (https://www.obitalk.com/info/support/supportTicketForm) and submit the information required. Our support staff will work to help you resolve the issue you have and communicate accordingly.

2.  Continue to use the OBiTALK portal for the desired function knowing it may take several attempts to complete the task.

We expect the issues to be resolved soon.

Thank you for your patience, your support and for being a customer.

Warm Regards,
Obihai Team @ Polycom

Thank you very much for an official update from Obi.
Title: Re: Can't setup new Obi200 "Failed to add device"
Post by: thatsmanjear on October 04, 2018, 03:04:22 PM
I'd like to hear more specifics from Polycom on how "intermittent" and "slight" this problem is, because I followed their instructions to keep trying and it's clear it isn't working at all.  I've been trying to add obi200 for last 24 hours, probably tried 25 times and each time (during the 120 second timeout window) keep trying the same **5xxxx code as many times as possible.  Has anybody successfully added a device recently since this known problem was announced?  Emailed support@obihai.com per the instructions in the box and haven't received any acknowledgement.  Did the web form submit a few minutes ago, maybe somebody monitors that.  Not feeling great about my purchase right now.
Title: Re: Can't setup new Obi200 "Failed to add device"
Post by: Taoman on October 04, 2018, 03:11:32 PM
Quote from: thatsmanjear on October 04, 2018, 03:04:22 PM
Has anybody successfully added a device recently since this known problem was announced? 

Yes. I very recently added an OBi202 to the OBi web portal. It took me 3 days of intermittent trying until it finally worked.
Title: Re: Can't setup new Obi200 "Failed to add device"
Post by: SteveInWA on October 04, 2018, 03:35:45 PM
Quote from: thatsmanjear on October 04, 2018, 03:04:22 PM
I'd like to hear more specifics from Polycom on how "intermittent" and "slight" this problem is, because I followed their instructions to keep trying and it's clear it isn't working at all.  I've been trying to add obi200 for last 24 hours, probably tried 25 times and each time (during the 120 second timeout window) keep trying the same **5xxxx code as many times as possible.  Has anybody successfully added a device recently since this known problem was announced?  Emailed support@obihai.com per the instructions in the box and haven't received any acknowledgement.  Did the web form submit a few minutes ago, maybe somebody monitors that.  Not feeling great about my purchase right now.

Just be patient.  As was already posted, they are well aware of the problem, and they're working on the fix.  They know darn well that, if a customer can't use their products, they won't sell.
Title: Re: Can't setup new Obi200 "Failed to add device"
Post by: SteveInWA on October 04, 2018, 03:37:05 PM
Quote from: HMEETIS on October 03, 2018, 06:09:27 PM
Quote from: SteveInWA on September 13, 2018, 02:00:33 PM
This should be fixed now -- please try again.

I hope you can help me as well. I cant seem to add the obi200 i just bought. It seems like its brand new. It passes the echo test but i cant add it dialing **5----

http://www.obitalk.com/forum/index.php?topic=14947.msg95043#msg95043 (http://www.obitalk.com/forum/index.php?topic=14947.msg95043#msg95043)
Title: Re: Can't setup new Obi200 "Failed to add device"
Post by: ggwinston31 on October 04, 2018, 04:41:10 PM
I'm having this exact problem. I even bought ANOTHER brand new Obi200 to make sure.

Now, I was able to finally add the new Obi200 device, but my SP1 Google Voice account just sits spinning the status icon as 'Configuring' forever.

WTF?!
Title: Re: Can't setup new Obi200 "Failed to add device"
Post by: Taoman on October 04, 2018, 04:53:04 PM
Quote from: ggwinston31 on October 04, 2018, 04:41:10 PM
.....but my SP1 Google Voice account just sits spinning the status icon as 'Configuring' forever.


Irrelevant. All that matters is what it says on the main OBi dashboard page. Under Status, does it say "Connected" for your Google Voice configuration?
Title: Re: Can't setup new Obi200 "Failed to add device"
Post by: cheaptalk1 on October 04, 2018, 05:52:59 PM
I am having the same issue and the instructions to change the dns  are not written properly so I can get anywhere with all the troubleshooting help. Need to talk to a person! anyone have any luck yet ????
Title: Re: Can't setup new Obi200 "Failed to add device"
Post by: SteveInWA on October 04, 2018, 06:00:45 PM
Quote from: cheaptalk1 on October 04, 2018, 05:52:59 PM
I am having the same issue and the instructions to change the dns  are not written properly so I can get anywhere with all the troubleshooting help. Need to talk to a person! anyone have any luck yet ????

Same problem, same answer as above.  You do not need to talk to anyone; you just have to wait for Polycom to fix it.

What DNS instructions?  This is not a DNS problem, but it's a good idea to change your default DNS servers to 8.8.8.8 and 8.8.4.4 (Google's high-performance DNS).  Do this on your own router, and everything that connects to your router will use those DNSs.  If you are somehow paranoid about using Google's DNS, then you can use 9.9.9.9 (for both primary and secondary DNS).  This is the "Quad9" high-security DNS run by a consortium including IBM and some other Internet security companies.
Title: Re: Can't setup new Obi200 "Failed to add device"
Post by: AlmightyHeretic on October 04, 2018, 08:37:06 PM
For what it's worth I submitted a ticket and 9 hours later they added my new Obi202 to my account. The initial response I got was the same one they copy/paste about how they know of the issue, they're working on it, and to keep my device connected.
Title: Re: Can't setup new Obi200 "Failed to add device"
Post by: hvb120wego on October 05, 2018, 06:58:53 AM
Could they just handle adding new devices manually while working on resolving this problem?  It doesn't look like there are a lot of us.
Title: Re: Can't setup new Obi200 "Failed to add device"
Post by: HMEETIS on October 05, 2018, 09:56:04 AM
Quote from: hvb120wego on October 05, 2018, 06:58:53 AM
Could they just handle adding new devices manually while working on resolving this problem?  It doesn't look like there are a lot of us.
FWIW that is pretty much how my issue has been resolved. Not sure why so many people are deleting their device from their account to change settings, for now that seems to just be compounding the problem. My suggestion, if you can't wait possible days for this to be completely corrected to submit a ticket via the support portal and be sure to put in the obi number. They called me back last night and added it into the system on their end. Now my obi is up and running just great.
Title: Re: Can't setup new Obi200 "Failed to add device"
Post by: hvb120wego on October 05, 2018, 01:38:14 PM
This functionality hasn't been working for three days.  Somebody f..d it up really bad if it takes that long to fix it.  It would be nice if Policom posts ETA for resolution.     
Title: Re: Can't setup new Obi200 "Failed to add device"
Post by: drgeoff on October 05, 2018, 02:27:38 PM
Quote from: hvb120wego on October 05, 2018, 01:38:14 PM
This functionality hasn't been working for three days.  Somebody f..d it up really bad if it takes that long to fix it.  It would be nice if Policom posts ETA for resolution.    
It has been more than 3 days.
http://www.obitalk.com/forum/index.php?topic=14947.msg94700#msg94700
Title: Re: Can't setup new Obi200 "Failed to add device"
Post by: hvb120wego on October 05, 2018, 07:32:10 PM
I didn't realize it started almost a month ago.  Not being able to fix something as major as device registration for so long is pretty amazing.  I'll give them another week and then return the device.
Title: Re: Can't setup new Obi200 "Failed to add device"
Post by: SteveInWA on October 05, 2018, 07:38:14 PM
Instead of complaining, open a support ticket with them, and they'll get your device registered.

https://www.obitalk.com/info/support/request-support (https://www.obitalk.com/info/support/request-support)
Title: Re: Can't setup new Obi200 "Failed to add device"
Post by: hvb120wego on October 06, 2018, 04:11:40 AM
I submitted a request several days ago, but nothing happened.  I've just submitted another one.  Hopefully this time they will register it. 
Title: Re: Can't setup new Obi200 "Failed to add device"
Post by: dbelin on October 06, 2018, 07:06:47 AM
I submitted a ticket as well Friday night after exhausting all other troubleshooting options; hope to hear something before Monday! Very frustrating to purchase something that is branded with "Google Voice" on the case and pitched as easy to set-up then waste hours trying to provision.
Title: Re: Can't setup new Obi200 "Failed to add device"
Post by: drgeoff on October 06, 2018, 07:18:35 AM
Quote from: dbelin on October 06, 2018, 07:06:47 AM
I submitted a ticket as well Friday night after exhausting all other troubleshooting options; hope to hear something before Monday! Very frustrating to purchase something that is branded with "Google Voice" on the case and pitched as easy to set-up then waste hours trying to provision.
I don't recall an Obihai server problem ever being fixed over a weekend (US West coast) so you may just have to wait.  :(
Title: Re: Can't setup new Obi200 "Failed to add device"
Post by: Mionky on October 06, 2018, 10:07:24 AM
I submitted a ticket Wednesday, and Thursday they sent me an email stating they added my device.  All I had to do was set-up google voice.  Everything is working great.

Thanks OBiHai Support!!
Title: Re: Can't setup new Obi200 "Failed to add device"
Post by: OBiSupport on October 07, 2018, 04:58:14 PM
OBiTALK web services performance has been restored to normal operational levels.  Please proceed to use the Add Device and Device Configuration services and let us know if you continue to experience issues.

Contact: obi.support@polycom.com
Include: Your OBi device 9-digit OBi No.

Thank you
OBiTALK Team @ Polycom
Title: Re: Can't setup new Obi200 "Failed to add device"
Post by: leojb on March 10, 2021, 10:21:19 AM
Not sure if this works for everyone, but it worked for me.  I had tried adding the device multiple times with multiple **5 xxxx numbers, with voice response saying it was sent to the server, but it always timed out.  The echo test had worked ok.

I then noticed that Obi had sent me an email, and when I clicked on the link in the email, I was taken to a webpage where the device was added.  So maybe clicking on the email link after sending a number to the server is a solution.  Your results may vary.  Good luck.
Title: Re: Can't setup new Obi200 "Failed to add device"
Post by: oldunixguy on May 02, 2021, 01:01:33 AM
I had my Obi200 operational for many years. A few months ago all my 4 Obi-200 phones stopped working all at the same time late one nite. I manually power cycled them all and all came back to life except one. That one had strange LEDs, would not respond to phone commands nor respond from the local Ethernet in any way. So, I did the push button reset and no improvement. I repeated this several times and finally it came alive. At this point I logged into Obitalk and it would not reconfigure with google voice even though **9 222 222 222 worked. So, I reloaded the latest firmware. the device responds to the phone commands and the web page works from my local Ethernet. I tried again to reconfigure google voice to no avail.

Weeks have passed and tonite I began again. I could do the **9 222 222 222 and get the echo test. I logged in to the Obitalk and for that unit the google voice indicated it was not connected. I tried to reconfigure google voice but it reports a RED error message...
I repeated this many times with the same failed result.

Next, I decided to delete my Obitalk device for this unit and then select "Add Device". Then I entered the **5 3905
and it reported the number was sent to the server. Then I waited for the time out to expire and the next web page that said it "Failed to connect to your device". I repeated it many times with the same failed result.

I am at witts end and have retried this with several weeks between attempts. Nothing is working to get it added back. The other 3 Obi200 work just fine as they have for a long time.

Any help would be greatly appreciated.
oldunixguy
Title: Re: Can't setup new Obi200 "Failed to add device"
Post by: KookieKevin on May 02, 2021, 10:10:19 AM
I just had success installing an Obi200 and an Obi202.

I put this as message http://www.obitalk.com/forum/index.php?topic=18174.msg108261#msg108261

The key step appears to be updating to the firmware to the one on this page:  http://www.obitalk.com/forum/index.php?topic=9.0  (Here's a direct link to the firmware but I recommend going to that webpage and downloading from there:  http://fw.obihai.com/OBi202-3-2-2-5921EX-332148940.fw )

You have to go to the device's webpage (for example 192.168.1.50) and login (default admin/admin).  From there go to the System Management on the left which expands to allow clicking Device Update.  (Caveat: I'm looking up the names following updating the firmware, so the names may have changed in the update)

Upload the firmware and allow to reboot (estimated time: 5 minutes)

After I updated the firmware, I was able to add the device the first time(!).

If you have an Obi202 (the device with a WAN and LAN port and two phone jacks), you may have to enable the device webpage to log in.  This webpage describes how to enable the device webpage:  https://www.obitalk.com/info/faq/OBi202-sec/Howto-Access-Web-from-WAN

Key steps to enabling the webpage:
- Dial ***0 from the phone connected to the OBi202
- Enter 30#
- Press 1 to Enter a New Value
- Press 1# to Enable
- Press 1 to Save
Title: Re: Can't setup new Obi200 "Failed to add device"
Post by: oldunixguy on May 02, 2021, 11:54:13 AM
Thanks for the suggestion... But that was the version I was running before the failure AND the version I re-flashed it with attempting to cure the can't "Add Device". My Obitalk home page shows all my other Obi200 and they work just fine and have for a  long time.

Are you suggesting to re-flash it a 3rd time?

I can surely do it....

Off to re-flash.
thanks
oldunixguy

Well, I tried but the device reports you cannot re-flash the current version. Anyone know what to do next?
thanks
oldunixguy
Title: SOLVED Re: Can't setup new Obi200 "Failed to add device"
Post by: oldunixguy on May 04, 2021, 01:05:10 PM
I posted this solution in http://www.obitalk.com/forum/index.php?topic=17925.msg108310#msg108310

QuoteI broke the code! The current FW for the Obi200 which is branded Polycom WILL NOT ALLOW Obitalk "Add Device" nor if the Obitalk has this device and it needs to be re-connected to google voice will NOT CONNECT!
This current BAD FW is OBi202-3-2-2-5921EX-332148940.fw

After many long hours of research here I stumbled upon a previous FW that might be the pre-Polycom last version... OBi202-3-2-2-5859EX-198839.fw This is not branded Polycom!

I found this FW file in this post: http://www.obitalk.com/forum/index.php?topic=9983.msg102932#msg102932 as a file subtly placed at the post's bottom. Thank you vit5421 !!

My Obi200 accepted this back reved FW. I was able to open its web page, etc.

Next I returned to my Obitalk account and performed the "Add Device" and selected google voice. Everything proceeded as a normal add but it took a long time with the google status reporting "configuring".

It turns out the Add Device google process updated the FW as part of this which took the very long time.
The Obi200 web page now shows the FW 3-2-2-5921EX (no suffix) and the Polycom branding.

So, the Polycom branded latest FW prevents the adding of the new device in Obitalk and also connecting a new google voice account. This previous FW makes this work but does replace the FW with the latest Polycom version.

Bottom line: back rev, then connect to google voice or Add Device in Obitalk.

oldunixguy