Can't add to dashboard
SteveInWA:
There is no magic solution.
I bought one of the certified refurbished OBi 200s from Woot last week. OF course, upon attempting to add it to my portal, it failed repeatedly. No surprise. I sent a note to obi.support@poly.com. I got back a useless canned response. I'm going to post it below, with my answers inline, for your amusement.
I had insomnia last night, so, in the wee hours of darkness, I hooked it up again, upgraded its firmware manually, set it to use Google DNS, and tried to add it to my portal. I lost count of how many times I tried, but it was in the hundreds. No go. My next test is going to be attaching it directly to my fiber optic ONT's Ethernet output, which is wide open, no firewall. It should get a public IP address. If that fails, it will shoot down all the BS about opening ports, DMZ, etc. I am also pretty sure that the "un-check the Google Voice box" suggestion is simply copying one user's random experiment that coincidentally happened to work, and now Poly has adopted it as "official" advice.
Code:
Subject: Re: Poly Case Number 28871867 [ ]
[External Email]
Absolutely none the suggestions you provided solve the problem.
1- Make sure to recheck all (physical) connections. Yes, everything is firmly connected.
2- Make sure to connect the Ethernet cable to the blue INTERNET port on the OBi device and direct to router. Yes.
3- No switch, nor extender, nor hub connected. If needed, restart router and modem, Correct. No help.
4. Kindly share led status, is it solid green or blinking: LEDs are normal. Left=on solid. Middle=indicating traffic. Right=off when on-hook, blinking when off-hook/on-call.
5- The OBi200 ATA Device and make sure there is dial tone, then dial **9 222 222 222 Echo Test and ensure echo test is successful. Kindly share test result to assist you further. Yes, the echo test works fine.
6- Kindly share your Obi number. OBi number = xxx xxx xxx MAC = xxxxxxxxxxxx
Note : Would like to inform you that there is a on going intermittent issue with ***5, Please check below link in order to get more information :-
=>https://www.poly.com/us/en/support/knowledge-base/kb-article-page?type=Troubleshooting__kav&lang=en_US&urlName=KB24053&t=All&k=
Please refer below mentioned steps in order add device :-
1. Login to your OBitalk account
2. Uncheck " i want to configure google voice account" kindly refer attached file.
3. Complete the process
Again: NONE of these steps solves the problem. I have five other OBi devices on my network, added over the past decade. All work. I've been doing this for many years, and I am an advanced user. This is not a user error.
The case number for your reference is 28871867. If you need any further assistance, please let us know.
Update:
I connected the OBi 200 directly to my ISP with no intervening router nor firewall at all (dangerous for computers, but not much of a risk in this specific case). It obtained a public IP address and the ISP's DNS. It still doesn't register with the portal...after dozens of attempts.
I want to emphasize: any advice to add the device to the router's DMZ or open ports is not going to solve this problem. The problem is entirely on the provisioning servers.
gginsberg:
Quote from: SteveInWA on March 17, 2021, 02:28:28 pm
There is no magic solution.
Update:
I connected the OBi 200 directly to my ISP with no intervening router nor firewall at all (dangerous for computers, but not much of a risk in this specific case). It obtained a public IP address and the ISP's DNS. It still doesn't register with the portal...after dozens of attempts.
I want to emphasize: any advice to add the device to the router's DMZ or open ports is not going to solve this problem. The problem is entirely on the provisioning servers.
Exact same circumstances (reconditioned unit from Woot (Amazon) for me. I also connected directly to my FIOS ONT. No joy, and no humor left after receiving the same canned messages (at least mine has a different case# ;D ) Although new to Obihai's devices, I'm been in the IT & mobility biz for years and that it looks like this has been going on for 2+ years really is not acceptable. The fact that OBI staff cannot register devices when they have everything they should need (OBI#, MAC address, Serial#) just leaves me flummoxed.
I wonder how many of those "reconditioned" units were simply returns because Obihai's registration system has been FUBAR'd for so long.
TFSJ:
Appreciate this thread. 1st time Obihai owner. Was pulling my hair out trying to setup a new OBI202. Almost gave up and sent it back to Amazon.
Same scenario as others: Able to call out to the test number, couldn't add the device, was able to connect to the device admin page, tried various resets, deleting, etc. Then somehow device was added (not after the 15s on the add page)?!? But when trying to setup GV service I was getting "Offline", and service not set-up when I tried calling out. Tried adding the ports to my router - still no go. Finally checked the forum and found this thread. Started brute forcing it. Nothing was working, so went away for a few hours and then it finally showed "Connected"! Both GV accounts I added earlier were working too. Not sure if it was the brute forcing or if I finally got lucky and connected to the server. Pretty bad experience setting up. Frustrating when the instructions don't work. Will avoid modifying the device configuration and hopefully it will be stable going forward.
Just wanted to let folks who follow that the problem is still there...
SteveInWA:
Quote from: TFSJ on March 18, 2021, 10:12:25 pm
Appreciate this thread. 1st time Obihai owner. Was pulling my hair out trying to setup a new OBI202. Almost gave up and sent it back to Amazon.
Same scenario as others: Able to call out to the test number, couldn't add the device, was able to connect to the device admin page, tried various resets, deleting, etc. Then somehow device was added (not after the 15s on the add page)?!? But when trying to setup GV service I was getting "Offline", and service not set-up when I tried calling out. Tried adding the ports to my router - still no go. Finally checked the forum and found this thread. Started brute forcing it. Nothing was working, so went away for a few hours and then it finally showed "Connected"! Both GV accounts I added earlier were working too. Not sure if it was the brute forcing or if I finally got lucky and connected to the server. Pretty bad experience setting up. Frustrating when the instructions don't work. Will avoid modifying the device configuration and hopefully it will be stable going forward.
Just wanted to let folks who follow that the problem is still there...
It is never necessary to post the same answer in multiple discussions. Anyone who clicks "Show unread posts since last visit" will see the reply wherever it is.
volkswagner:
Well I spent a fair bit of time on this again. I'm no packet sniffer expert but here's what I've found so far.
It seems when trying dialing the **5 xxxx code, the obi device reaches out to 54.241.160.4
on port 443. It never hears back from this address. I can't telnet to this IP on 443, so it's no
surprise there's no reply.
The obi also reaches out to 13.52.69.0 on UDP 10xxxx. I see ICMP destination host unreachable
source=13.52.69.0 dest=ipOfMyObi. This is odd because I can ping my obi from lan and I can
also ping 13.52.69.0. I tried forwarding all traffic from13.52.69.0 and 54.241.160.4 to my obi.
I must have something wrong for the icmp request to come back to my workstation though as
it was expected to forward to my obi.
Still searching but I really wish Polycom would fix this issue!
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