OBiTALK Community

Firmware, Software Updates => Firmware / Advisories / Notifications for OBi Products => Topic started by: Lelobi on November 02, 2020, 07:18:04 PM

Title: Is there a known issue with Obitalk servers right now?
Post by: Lelobi on November 02, 2020, 07:18:04 PM
I am unable to 'Add an Obi device'.  I'm connected to the internet.  The test call works fine.  I call the number that the 'Add' screen provides me and I get the expected response, i.e., that "the number you dialed has been sent to the server", but then the page times out.  I've tried several times over the past few hours, same thing.  Also worked through the troubleshooting self-help thing, i.e., manually set the DNSServer1 to 4.2.2.2.  Still same thing.  Similar forum messages from the past seem to indicate that Obitalk had an issue with their servers.

Is that the case now?

L
Title: Re: Is there a known issue with Obitalk servers right now?
Post by: dandu3 on November 02, 2020, 09:42:26 PM
don't bother and use only the obi's web interface, unless it's not what you're talking about
Title: Re: Is there a known issue with Obitalk servers right now?
Post by: drgeoff on November 03, 2020, 12:53:42 AM
Quote from: dandu3 on November 02, 2020, 09:42:26 PM
don't bother and use only the obi's web interface, unless it's not what you're talking about
If you want Google Voice on an OBi, adding to your dashboard is essential.
Title: Re: Is there a known issue with Obitalk servers right now?
Post by: Lelobi on November 03, 2020, 05:23:40 AM
To be clear, I am talking about the Obi web interface at https://www.obitalk.com/obinet/pg/obhdev/add?nxtstep=2&cfg=1.  AFAIK, this is a necessary first step.
Title: Re: Is there a known issue with Obitalk servers right now?
Post by: drgeoff on November 03, 2020, 05:48:29 AM
Quote from: Lelobi on November 03, 2020, 05:23:40 AM
To be clear, I am talking about the Obi web interface at https://www.obitalk.com/obinet/pg/obhdev/add?nxtstep=2&cfg=1.  AFAIK, this is a necessary first step.
It is a necessary first step if you want to configure Google Voice on your OBi or if you wish/need to configure an OBi remotely.  If neither of those two hold, then everything else can be achieved by using your OBis onboard web server GUI.  Dial ***1 and note the IP address read out to you.  Put that into the address bar of a browser and login with admin for username and password.
Title: Re: Is there a known issue with Obitalk servers right now?
Post by: Lelobi on November 04, 2020, 08:16:27 PM
In case it's helpful to others who run into the same problem:  I reached out to Poly customer support, who got the word from their Tech Specialist:

Quote...there is an intermittent network issue on our end (our engineers are currently working on this but no ETA at the time).

The issue is only when trying to add the device, unfortunately, there is no manual way of doing this from our end but only from your own OBiTalk.com account.

They have recommend to keep trying to add the device at different times.

From my experience, "intermittent" is an understatement, but I kept trying and it eventually worked after about 20 tries.

Have a nice day.
Title: Re: Is there a known issue with Obitalk servers right now?
Post by: xrak on December 03, 2020, 01:39:01 PM
Ran into the same problem and finally I got it to work by repeatedly punching in the same **5 code multiple times within the timeout period when the server is listening for the device.
Title: Re: Is there a known issue with Obitalk servers right now?
Post by: Agent88 on December 28, 2020, 03:15:11 PM
My OBi110 has been working flawlessly for about a decade until the day after Christmas this year.  Since then, it has dropped registration about every 2 or 3 hours and I have to power cycle it to get it back online.  Either the Polycom support pushed a fw update that causes this issue or the servers that are supposed to keep us connected are having issues.  It would be nice to know before I undertake replacement of this ATA.
Title: Re: Is there a known issue with Obitalk servers right now?
Post by: drgeoff on December 28, 2020, 04:56:37 PM
Quote from: Agent88 on December 28, 2020, 03:15:11 PM
My OBi110 has been working flawlessly for about a decade until the day after Christmas this year.  Since then, it has dropped registration about every 2 or 3 hours and I have to power cycle it to get it back online.  Either the Polycom support pushed a fw update that causes this issue or the servers that are supposed to keep us connected are having issues.  It would be nice to know before I undertake replacement of this ATA.
There has not been and there will not be a firmware update for the OBi100 and OBi110 models.

Whatever the problem is that you are experiencing it is not caused by any infrastructure or service operated by or on behalf of Obihai/Poly.    Your OBi110 connects directly to your Internet telephony Service Provider via your Internet Service Provider and other network provider(s).  Obihai/Poly servers play no part whatsoever.
Title: Re: Is there a known issue with Obitalk servers right now?
Post by: vsproductions on January 13, 2021, 07:11:21 AM
Is anyone still having the same issues connecting their devices? I've been trying for days now to add my device. Google number... same issues... Dial the **5 code and nothing... Tried using redial to enter it as many times as possible before the timeout happens. Using ObiTalk dashboard as I have a google number.
Title: Re: Is there a known issue with Obitalk servers right now?
Post by: drgeoff on January 13, 2021, 08:25:56 AM
Quote from: vsproductions on January 13, 2021, 07:11:21 AM
Is anyone still having the same issues connecting their devices? I've been trying for days now to add my device. Google number... same issues... Dial the **5 code and nothing... Tried using redial to enter it as many times as possible before the timeout happens. Using ObiTalk dashboard as I have a google number.
If you can successfully reach the echo test number **9 222 222 222, but the **5 nnnn procedure fails then the most likely reason is a continuing issue with Obihai/Poly servers which has been officially acknowledged to exist but seems to be beyond Obihai/Poly to remedy.
Title: Re: Is there a known issue with Obitalk servers right now?
Post by: vsproductions on January 13, 2021, 10:08:53 AM
Quote from: drgeoff on January 13, 2021, 08:25:56 AM
Quote from: vsproductions on January 13, 2021, 07:11:21 AM
Is anyone still having the same issues connecting their devices? I've been trying for days now to add my device. Google number... same issues... Dial the **5 code and nothing... Tried using redial to enter it as many times as possible before the timeout happens. Using ObiTalk dashboard as I have a google number.
If you can successfully reach the echo test number **9 222 222 222, but the **5 nnnn procedure fails then the most likely reason is a continuing issue with Obihai/Poly servers which has been officially acknowledged to exist but seems to be beyond Obihai/Poly to remedy.


After many attempts, I tried "at lunchtime" and it went through, finally! Whew...

Title: Re: Is there a known issue with Obitalk servers right now?
Post by: karenmschr on January 19, 2021, 09:46:20 AM
I am still having issues today so this problem has been on going. Where is tech support in resolving the problem???? I am also receiving DOZENS of calls on my phone from 900 000 0000 165 even though the device isn't added to my Obitalk account! How is someone calling me when the device isn't activated?  I was getting calls ALL NIGHT long, finally had to take the battery out of my phone.
Title: Re: Is there a known issue with Obitalk servers right now?
Post by: Arizona480 on January 21, 2021, 05:50:10 PM
Quote from: vsproductions on January 13, 2021, 07:11:21 AM
Is anyone still having the same issues connecting their devices? I've been trying for days now to add my device. Google number... same issues... Dial the **5 code and nothing... Tried using redial to enter it as many times as possible before the timeout happens. Using ObiTalk dashboard as I have a google number.

I've had the same issue, I've been trying to register an Obi202 for the past week.
Title: Re: Is there a known issue with Obitalk servers right now?
Post by: herr8640 on January 27, 2021, 07:34:48 PM
Same problem here. I cannot get it to add my device, but there is no problem with my server. I emailed them, but if I cant get it to work soon I am going to return it.
Title: Re: Is there a known issue with Obitalk servers right now?
Post by: ash11 on January 28, 2021, 07:38:58 PM
I have the same issue , unable to add the device , echo test passed. I will wait for day other wise sending it back to amazon..

Update : 12:08 AM EST  - Was able to successfully register . Probably the service is back up .. I did change the DNS to 8.8.8.8 even though I dont think DNS was the issue..
Title: Re: Is there a known issue with Obitalk servers right now?
Post by: stripey on January 31, 2021, 03:35:39 PM
Given that this issue with OBi has been ongoing for months without any official communication or resolution or even an ETA, can anybody recommend a good free DID/SIP trunk provider, or are we stuck until somebody at Polycom decides to reboot the thing?
Title: Re: Is there a known issue with Obitalk servers right now?
Post by: mbywaletz on February 06, 2021, 02:48:51 PM
Quote from: vsproductions on January 13, 2021, 07:11:21 AM
Is anyone still having the same issues connecting their devices? I've been trying for days now to add my device. Google number... same issues... Dial the **5 code and nothing... Tried using redial to enter it as many times as possible before the timeout happens. Using ObiTalk dashboard as I have a google number.

Any update on when this will improve. I spent 2 hours with 40 attempts to add my device and still nothing. I tried 2 days ago with 20 attempts in an hour and nothing. Is there a better time of day to do it or another way to add the device.
Title: Re: Is there a known issue with Obitalk servers right now?
Post by: fuzion on February 07, 2021, 01:32:37 PM
Same issue here.. which apparently is not surprising and doesn't speak well for first impressions.

I have:
-Tried the DNS workaround
-Factory reset
-Updated firmware
-Tried dialing the registration NNNN continually while it counts down
-Verified **9 222 222 222 works fine
-Disconnected my router, plugged Obi directly into modem, powercycled, confirmed **9, still doesn't work.

I am 99.99999999999% sure this isn't a problem with my setup at this point.
Title: Re: Is there a known issue with Obitalk servers right now?
Post by: drgeoff on February 07, 2021, 02:32:41 PM
https://www.poly.com/us/en/support/knowledge-base/kb-article-page?type=Troubleshooting__kav&lang=en_US&urlName=KB24053&t=All&k=
Title: Re: Is there a known issue with Obitalk servers right now?
Post by: fuzion on February 09, 2021, 08:04:21 PM
Quote from: drgeoff on February 07, 2021, 02:32:41 PM
https://www.poly.com/us/en/support/knowledge-base/kb-article-page?type=Troubleshooting__kav&lang=en_US&urlName=KB24053&t=All&k=

Support responded to me to try everything I already tried, I advised I did, so they said to keep trying due to intermittent issues.

However, perhaps something is being done of it per https://status.obitalk.com/ :

Hi PDMS-SP Users,

PDMS-SP services will be upgraded to improve performance. During this time, the service may be slightly interrupted. Thank you for your patience.

Team PDMS-SP
Posted on Feb 10, 01:54 UTC


Fingers crossed. I'll try registering again tomorrow.

Title: Re: Is there a known issue with Obitalk servers right now?
Post by: fuzion on February 10, 2021, 08:47:25 PM
Maintenance concluded not long ago. I attempted to add it, and was successful the second time around!
Title: Re: Is there a known issue with Obitalk servers right now?
Post by: LoneStarState on February 11, 2021, 11:30:10 PM
I've been trying for weeks to Add Device which is a Obi202. Literally over 2000 times attempts on ObiTALK Add Device **5 xxxx at differing times of day and night and days of the week.  I am able to dial ***1 for the Obi's address.  Checked for Device Update. I pass the echo test, changed DNSServer1 to 4.2.2.2, have opened all the recommended ports and tried many other settings on my router.  My ISP, AT&T U-verse, has verified the ports Obi recommends are open.  I have sent 2 inquires to support via email, one general inquiry and last one with a carefully crafted email detailing every step I have taken and the exact equipment I have as well who is my ISP.  They did not even bother to read it and just sent a off topic form response of the same garbage on first step recommended fix's and what to do to fix google voice that does not apply when you can't add device.  I've called two support people, one could only say to keep trying and the other was not familiar with a BGW210-700 router provided by AT&T U-verse which is pathetic since problems like this is why I chose to go with a router/modem that was widely used by a ISP widely used in order for support/tech to be familiar with such equipment.  Support person did not know how to forward/open ports because apparently BGW210 uses NAT/Gaming and not DMZ.  I don't understand any of this crud to be honest and never wanted to!  I was under the impression from Obi/Poly advertisement and public info Obi/Poly produced that the Obi202 was basically a plug and play device.  I have spent well over 40 plus hours trying to figure this crud out and dialing and redialing **5 xxxx.  I'm so sick of dialing, researching and reading technical junk, never knowing if my efforts are in vain and if I will ever be able to use this device I was led to believe was a solid ready to go established operating device/service.  I made decisions and changes I cant reverse based on this device working and working with Google Voice.  I now know that this Add Device issue with Obi/Poly Servers go back years and years.  In my research I have found the Add Device issue goes back over a decade.  Obi have repeatedly claimed they know of the intermittent problem, know why and are working it with the same answer to Obi Owners to just keep trying.  Just keep trying as a solution from a self admitted product/service defect is not what I expect from a corporation much less one that is affiliated with Google.  Something just does not add up?  There has to be a better answer for Obi owners than to keep trying and not even knowing if their systems settings are correct for the apparently finicky Obi/Poly servers or if they will ever be able to use their device they paid for do to no fault of their own and their wasted personal time lost forever trying to use equipment and services that they were sold as functioning properly.
Title: Re: Is there a known issue with Obitalk servers right now?
Post by: rbowles on February 27, 2021, 08:07:43 AM

Dear Poly/ObiHAI support team:

**5 is broken right now because the HTTPS (TCP port 443) that the phone connects to apparently in response to dialing **5 is DOWN. 

Down in this case is easily seen with a simple packet capture.  Down in this case could be a firewall/access-list just dropping the connection attempt.  The SERVER is up, it is pingable and Obitalk protocol is flowing.

The server is not responding at all on port 443.    See attached PCAP.

Title: Re: Is there a known issue with Obitalk servers right now?
Post by: rbowles on February 27, 2021, 08:23:26 AM

Aaaaannnnd, that port just started responding so I rushed over to the phone and dial **5 and it worked.

Title: Re: Is there a known issue with Obitalk servers right now?
Post by: rbowles on February 27, 2021, 08:34:35 AM

So based on my limited and gentle poking at it, intermittent is an accurate description of the HTTPS service that catches the phone's **5

If it is more than one server behind a load balancer, it feels like a broken load balancer configuration (and the LB isn't detecting and avoid a broken server behind it).

If it is only one server at that IP address, it is wildly overloaded?  But maybe in an odd way since ever overloaded web servers will accept new TCP connections until they run out of resource and return immediate ICMP messages (maybe).  Who knows. 

Please fix this, I'd offer to help for free ... I love these devices and the host provisioning service.

Title: Re: Is there a known issue with Obitalk servers right now?
Post by: Pete11566 on April 02, 2021, 11:49:21 AM
New here, have just hooked up the Obi and trying to get started.   Having same trouble as many of you before me.

Someone posted that port 443 wasn't responding, but then once it was he was able to connect.    For a dumb guy like me, can you explain how to figure that part out so I can quit trying every few mins and just try the telnet first to see if it would work?

Or, if anyone has any other ideas... would appreciate the help.
Title: Re: Is there a known issue with Obitalk servers right now?
Post by: drgeoff on April 02, 2021, 12:27:28 PM
Quote from: Pete11566 on April 02, 2021, 11:49:21 AM
New here, have just hooked up the Obi and trying to get started.   Having same trouble as many of you before me.

Someone posted that port 443 wasn't responding, but then once it was he was able to connect.    For a dumb guy like me, can you explain how to figure that part out so I can quit trying every few mins and just try the telnet first to see if it would work?

Or, if anyone has any other ideas... would appreciate the help.
If you can successfully call the echo test number **9 222 222 222 it is very unlikely that there is any problem with your equipment or its configuration and there is nothing you can change which will help.

I don't voice any opinion about the validity of the port 443 comment. But my understanding is that the non-responding port was at the Obihai servers.  That is not something that end-users like you or I can change.
Title: Re: Is there a known issue with Obitalk servers right now?
Post by: bmingw on April 26, 2021, 11:52:31 PM
I have 3 year old obi200 which worked well, until 2 weeks ago started disconnecting/reconnecting almost randomly.  I say randomly because from GV alert emails know that disconnect/reconnect always happened at 00 or 15 or 30 or 45 minutes of random hour.  Reset didn't help, so what tried next was deleted from obitalk only to find could not add back.  In addition to self-troubleshooting, I even bought new obi200, tried at friends house different router, tried making new account to add.  Also frustrating is that obitalk status webpage reported many outages Jan-Mar, but "100% uptime" past 2 weeks that I've had problems.  I'm out of ideas, will keep trying **5, probably return new obi200 as seems was not hardware problem with old one.
Title: Re: Is there a known issue with Obitalk servers right now?
Post by: Trinimd on May 07, 2021, 09:42:31 AM
Has this been fixed?
Title: Re: Is there a known issue with Obitalk servers right now?
Post by: Taoman on May 07, 2021, 11:05:41 AM
Quote from: Trinimd on May 07, 2021, 09:42:31 AM
Has this been fixed?
I just added an OBi202 to the OBi dashboard without issue.