I have a brand new obi200 with the latest firmware update. I can make outgoing calls but there is no "ringback" (the is the sound I should hear in the headset letting me know their phone is ringing). I contacted tech support and they said no one has ever had an issue like this and suggested the unit was defective. I replaced the unit and same thing is happening with the new one. Tech support is stumped.
I have noticed another thread with the same problem marked "RESOLVED" but there is no resolution in the thread.
I have done a factory reset and then setup again but no change. I have Goggle DND turned off.
I am in the US
Can anyone suggest what might be a solution?
Thank you
Well, since two different units produce the same symptom, then obviously, there is nothing wrong with the device.
The lack of a ringback tone doesn't mean much by itself. When you call a working, US telephone number, does the other party's phone ring and if so, when they answer it, do you have two way audio (both parties can hear the other party talk)?
Use a desktop or laptop computer's web browser (NOT a tablet or smartphone), sign into the correct Gmail/Google account that holds your Google Voice phone number, and go here: https://voice.google.com/calls (https://voice.google.com/calls)
Do you see "Call as" with your Google Voice phone number underneath it? If not, this is the wrong Google account. If you do see it, then make a call. Do you hear the ringback tones? Does the call work?
Thank you for your response, Steve.
To answer your questions:
1) yes, when I call a US number, the party answers a normal two way conversation can take place. The same happens if they call me. The phone rings normally and we can have a conversation.
2) I had already performed the test you suggested on my PC: I can log into the google voice account and dial the very same numbers that do not ringback on obi and I do hear the ringback on each call.
3) I do not see the "call as" on the google web page, however I have only one google voice account and when the google voice number is dialed from the outside, the phone connected to my obi device will ring and works properly.
Something you can try, although I'm not very hopeful it will change anything, is to disable the X_Sticky18x setting on your GV OBi configuration.
Service Providers-->ITSP Profile X-->SIP-->X_Sticky18x
Note: this setting is only accessible thru the local OBi web interface and not thru OBiTALK.
Thank you for the suggestion.
Unfortunately it did not resolve the issue.
Any other settings I might try to modify?
Quote from: drjulian on September 04, 2021, 03:46:48 PM
Thank you for your response, Steve.
To answer your questions:
1) yes, when I call a US number, the party answers a normal two way conversation can take place. The same happens if they call me. The phone rings normally and we can have a conversation.
2) I had already performed the test you suggested on my PC: I can log into the google voice account and dial the very same numbers that do not ringback on obi and I do hear the ringback on each call.
3) I do not see the "call as" on the google web page, however I have only one google voice account and when the google voice number is dialed from the outside, the phone connected to my obi device will ring and works properly.
See the screenshot below. It is what I meant you should see on the Google Voice website ("Call as"). If you don't see it, then something is wrong. Note that your Google Voice setting "Always use my phone to place calls" must be toggled off (gray).
Did you make any customizations at all on your OBi 200?
This sounds like a problem with your local network (a router or firewall setting), but I have no idea what it might be. You could take the device to some other location (friend, relative, etc.) and see if the symptom changes.
Thank you for responding.
Ah, yes, on that screen I do see call as. I was looking at the wrong screen originally.
I have not made any modifications to the obi default configuration other then upgrading the firmware.
During my testing with the tech we ruled out my router by connecting the device directly to my ISP modem which has the firewall disabled. That and the fact that I get the ringback on my PC seems to indicate my network is capable of receiving the ring back.
I have not yet tried another location, however I will try that and report back.
Other than that, I'm stumped. Let us know when you get a chance to try your device at another location. Try it with a basic cordless or DECT phone plugged directly into the OBi 200 - do not connect it to your house wiring.
If it still fails at another location, I can private-message you with credentials for a test account you can provision on the device to see if it also fails.
I am having the same issue. Did you identify a resolution? I installed OBI200 (after loading latest firmware) with GV on 9/04/21. When I call cell phone numbers there is no "ringback" but caller gets a rings and will pickup. When I make a call to same number(s) on GV I do hear a "ringback" when making the call.
Quote from: musk on September 05, 2021, 09:55:55 AM
I am having the same issue. Did you identify a resolution? I installed OBI200 (after loading latest firmware) with GV on 9/04/21. When I call cell phone numbers there is no "ringback" but caller gets a rings and will pickup. When I make a call to same number(s) on GV I do hear a "ringback" when making the call.
No resolution yet.I have a ticket opened with poly support
Quote from: SteveInWA on September 04, 2021, 08:18:07 PM
Other than that, I'm stumped. Let us know when you get a chance to try your device at another location. Try it with a basic cordless or DECT phone plugged directly into the OBi 200 - do not connect it to your house wiring.
If it still fails at another location, I can private-message you with credentials for a test account you can provision on the device to see if it also fails.
Hello Steve, (I tried to send this twice as PM but the forum gave an error message. I am posting it here to ensure you get it. If you do receive duplicate PM's from me I do apologize).
As per your suggestion, I have tested the obi200 unit on another ISP and had the same result: no ringback.
To recap: I have now tested two obi200 unit using different isp's (centurylink DSL and comcast broadband), two different headsets (one corded and one cordless neither through the house wiring), I have bypassed my modem and disabled the firewall in both isp tests all with the same results, no ringback.
When I make a call from my PC through the same GV account, I DO hear the ringback on every number I have tested.
I welcome the opportunity to configure your test account and see if there is still no ringback.
I have notice another user is having the same issue which started about the same time using the same firmware upgrade. One thing: both the units I tested had been upgraded to the latest firmware. This leads me to consider the possibility that there is a bug in the firmware that is just beginning to present itself.
Just one thing: you said " two different headsets". I hope you meant "two different telephones. The OBi 202 is not itself a telephone, and you can't make or receive calls by plugging a USB headset into the OBi.
The forum software is horribly outdated and broken. The error messages it gives when you send a private message are bogus. The messages do send, and I got yours. Furthermore, the notification function is also broken, so I had no idea I received your message until I looked just now.
I am going to reply to your private message now.
Quote from: SteveInWA on September 05, 2021, 04:25:30 PM
Just one thing: you said " two different headsets". I hope you meant "two different telephones. The OBi 202 is not itself a telephone, and you can't make or receive calls by plugging a USB headset into the OBi.
The forum software is horribly outdated and broken. The error messages it gives when you send a private message are bogus. The messages do send, and I got yours. Furthermore, the notification function is also broken, so I had no idea I received your message until I looked just now.
I am going to reply to your private message now.
Yes I did mean telephones one cordless (base and headset) the other corded (base with attached headset)
Quote from: SteveInWA on September 05, 2021, 04:25:30 PM
Just one thing: you said " two different headsets". I hope you meant "two different telephones. The OBi 202 is not itself a telephone, and you can't make or receive calls by plugging a USB headset into the OBi.
The forum software is horribly outdated and broken. The error messages it gives when you send a private message are bogus. The messages do send, and I got yours. Furthermore, the notification function is also broken, so I had no idea I received your message until I looked just now.
I am going to reply to your private message now.
Sent you another PM, Steve
I found a solution (or more accurately a work-around) thanks to SteveINWA.
I set up another google voice account with a new number then I assigned that number as SP1 in my obitalk device.
Once I did this I was able to get the ringback.
Steve further suggested move that working number back to my primary google account (which I chose not to do so I cannot verify that step).
Although we still do not know the cause of the problem, one possibility is that I also use Google Fi for my cell service and Google Fi had a connection to GV in the beginning, so that may or may not be responsible.
Anyway, if you are having this problem, you might try setting up a new GV number and see if that helps.
Thank you Steve!
Actually, what I meant for you to do, was not to get a new Google Voice number, but to create a temporary Google/Gmail account, then (temporarily) transfer your malfunctioning Google Voice number to that account, provision that account on one of the SPs and see if the symptom changed. If it fixed the ringback, then the next step would be to transfer it back to the original Google account and see if the repair sticks. Occasionally, this actually solves these weird problems by resetting the number's provisioning.
But, if you are OK using a new/different Google Voice number, then that's fine too.
Quote from: SteveInWA on September 05, 2021, 11:41:06 PM
Actually, what I meant for you to do, was not to get a new Google Voice number, but to create a temporary Google/Gmail account, then (temporarily) transfer your malfunctioning Google Voice number to that account, provision that account on one of the SPs and see if the symptom changed. If it fixed the ringback, then the next step would be to transfer it back to the original Google account and see if the repair sticks. Occasionally, this actually solves these weird problems by resetting the number's provisioning.
But, if you are OK using a new/different Google Voice number, then that's fine too.
Ok I tried following these instructions more carefully a second time and the result was I was suspended from using Google voice. I did attempt it twice as the first time did now work. Now I have lost access to google voice on my primary account and the temporary account. Using this method one must be very careful.
Folks, I have this same experience currently (no ringback on outgoing calls) but believe I may understand the catalyst - although not the solution. When I first set up the Obi200 with my GV account (actually my dad's GV account), it appeared to work correctly - with the exception of the lack of ringback. However, I subsequently found that his Google password had been changed and was unknown to him. So, the Google login to the Obitalk site was using cached credentials (and maybe not really authenticating against Google). I've since fixed his password and flushed browser cache and can use other Google services including GV without issue. I then deleted the Obi from his Obitalk confit, factory reset the device and started over. Once set up again, the unit worked fine EXCEPT STILL NO ringback on outgoing calls.
Ok, so, I did a full remove again and factory reset (device is on newest August firmware) and this time set the unit up on MY GV account (different Google account) and the phone then worked 100% correctly including audible ringback.
So, I did it one more time and still ended up with the lack of ringback on original account. I also did the steps recommended above by just switching Gmail accounts using that Replace link with same results (works for my account, no ringback for dad's)
So, I'm convinced that this corruption is tied to my dad's Obitalk account from the very first configuration. So, my next step is to find out how to DELETE his account from the Obitalk system and start from scratch. I would think that this would be easy...
Looking for ideas.
Quote from: rlos1939 on September 06, 2021, 08:54:13 AM
Folks, I have this same experience currently (no ringback on outgoing calls) but believe I may understand the catalyst - although not the solution. When I first set up the Obi200 with my GV account (actually my dad's GV account), it appeared to work correctly - with the exception of the lack of ringback. However, I subsequently found that his Google password had been changed and was unknown to him. So, the Google login to the Obitalk site was using cached credentials (and maybe not really authenticating against Google). I've since fixed his password and flushed browser cache and can use other Google services including GV without issue. I then deleted the Obi from his Obitalk confit, factory reset the device and started over. Once set up again, the unit worked fine EXCEPT STILL NO ringback on outgoing calls.
Ok, so, I did a full remove again and factory reset (device is on newest August firmware) and this time set the unit up on MY GV account (different Google account) and the phone then worked 100% correctly including audible ringback.
So, I did it one more time and still ended up with the lack of ringback on original account. I also did the steps recommended above by just switching Gmail accounts using that Replace link with same results (works for my account, no ringback for dad's)
So, I'm convinced that this corruption is tied to my dad's Obitalk account from the very first configuration. So, my next step is to find out how to DELETE his account from the Obitalk system and start from scratch. I would think that this would be easy...
Looking for ideas.
I'd suggest contacting Poly support at this point.
Quote from: rlos1939 on September 06, 2021, 08:54:13 AM
Folks, I have this same experience currently (no ringback on outgoing calls) but believe I may understand the catalyst - although not the solution. When I first set up the Obi200 with my GV account (actually my dad's GV account), it appeared to work correctly - with the exception of the lack of ringback. However, I subsequently found that his Google password had been changed and was unknown to him. So, the Google login to the Obitalk site was using cached credentials (and maybe not really authenticating against Google). I've since fixed his password and flushed browser cache and can use other Google services including GV without issue. I then deleted the Obi from his Obitalk confit, factory reset the device and started over. Once set up again, the unit worked fine EXCEPT STILL NO ringback on outgoing calls.
Ok, so, I did a full remove again and factory reset (device is on newest August firmware) and this time set the unit up on MY GV account (different Google account) and the phone then worked 100% correctly including audible ringback.
So, I did it one more time and still ended up with the lack of ringback on original account. I also did the steps recommended above by just switching Gmail accounts using that Replace link with same results (works for my account, no ringback for dad's)
So, I'm convinced that this corruption is tied to my dad's Obitalk account from the very first configuration. So, my next step is to find out how to DELETE his account from the Obitalk system and start from scratch. I would think that this would be easy...
Looking for ideas.
More information on this idea: I created an entirely new obitalk account NOT using google log in, but email and password instead. I deleted my device from my account, did a factory reset and set up the device as if I just received it on the new account. I also used a totally new GV account (since mine had been suspended apparently for transferring the number too many times).
My thinking in doing this is that a new non-google login account to obitalk should rule out corruption in the automatic google log in.
Regardless, I was STILL UNABLE TO RECEIVE A RINGBACK.
Hope this adds more information to the puzzle. I also have a ticket opened with poly support and they are "looking into the problem" ...
Also I agree with SteveINWA, and advise anyone who is having a problem to open a ticket at poly support, that may help them find the problem sooner if that have several examples of the failure.
Yeah, thanks
I tried this same procedure just for kicks - with the same failed results. Details about the actual GV account itself must be kept in the Obitalk database, with some level of corruption. I'm thinking a purge of that data will be required to fix this. I also have a ticket in and will try to talk to them this week.
Hardware seems pretty good - software needs work.
I am still have the ringback issue, but after experimenting noticed I get ringback on some numbers. When I called a l limited sample of ATT and Verizon cell phones I do not hear a ringback via my obi200, however when I contact non-cell phones (i.e. landline and business) I do get a ringback tone. In all cases when I make calls using GV, I get a ringback tone.
Quote from: drjulian on September 06, 2021, 10:43:12 AM
Quote from: rlos1939 on September 06, 2021, 08:54:13 AM
Folks, I have this same experience currently (no ringback on outgoing calls) but believe I may understand the catalyst - although not the solution. When I first set up the Obi200 with my GV account (actually my dad's GV account), it appeared to work correctly - with the exception of the lack of ringback. However, I subsequently found that his Google password had been changed and was unknown to him. So, the Google login to the Obitalk site was using cached credentials (and maybe not really authenticating against Google). I've since fixed his password and flushed browser cache and can use other Google services including GV without issue. I then deleted the Obi from his Obitalk confit, factory reset the device and started over. Once set up again, the unit worked fine EXCEPT STILL NO ringback on outgoing calls.
Ok, so, I did a full remove again and factory reset (device is on newest August firmware) and this time set the unit up on MY GV account (different Google account) and the phone then worked 100% correctly including audible ringback.
So, I did it one more time and still ended up with the lack of ringback on original account. I also did the steps recommended above by just switching Gmail accounts using that Replace link with same results (works for my account, no ringback for dad's)
So, I'm convinced that this corruption is tied to my dad's Obitalk account from the very first configuration. So, my next step is to find out how to DELETE his account from the Obitalk system and start from scratch. I would think that this would be easy...
Looking for ideas.
More information on this idea: I created an entirely new obitalk account NOT using google log in, but email and password instead. I deleted my device from my account, did a factory reset and set up the device as if I just received it on the new account. I also used a totally new GV account (since mine had been suspended apparently for transferring the number too many times).
My thinking in doing this is that a new non-google login account to obitalk should rule out corruption in the automatic google log in.
Regardless, I was STILL UNABLE TO RECEIVE A RINGBACK.
Hope this adds more information to the puzzle. I also have a ticket opened with poly support and they are "looking into the problem" ...
Also I agree with SteveINWA, and advise anyone who is having a problem to open a ticket at poly support, that may help them find the problem sooner if that have several examples of the failure.
Wow, that is really strange. The bug is not hardware related, because you swapped hardware. It's not location/LAN/ISP related, since you tested at a different location. It may or may not be Google account-related, since you were unable to test the new/temporary number after transferring it to your account.
This does "smell like" a firmware bug, since it coincides with the recent firmware update, but Poly needs to sort it out.
I'm really sorry to hear that your accounts were suspended. Do you mean that you literally received an email note from Google telling you that the service is suspended, and/or do you see an error page that the service is suspended when you go to the Google Voice website? If not, the block may reset automatically. If you did receive a suspension notice, click the "Contact us" link in the note, and explain what happened (transferring back and forth to troubleshoot a service problem), and they would likely restore your service.
Quote
Wow, that is really strange. The bug is not hardware related, because you swapped hardware. It's not location/LAN/ISP related, since you tested at a different location. It may or may not be Google account-related, since you were unable to test the new/temporary number after transferring it to your account.
This does "smell like" a firmware bug, since it coincides with the recent firmware update, but Poly needs to sort it out.
I'm really sorry to hear that your accounts were suspended. Do you mean that you literally received an email note from Google telling you that the service is suspended, and/or do you see an error page that the service is suspended when you go to the Google Voice website? If not, the block may reset automatically. If you did receive a suspension notice, click the "Contact us" link in the note, and explain what happened (transferring back and forth to troubleshoot a service problem), and they would likely restore your service.
It was the actual suspension notice page (see attached capture). I have appealed with the explanation re diagnosing a problem so I will let you know if it is restored. In the meantime I have assigned my wife's voice account phone to the obitalk (still no ringback) so poly support can test it if they need to since I have an open ticket with them. With over 500 views of this post it is clear many are experiencing the problem so hopefully poly will find the bug...and hopefully google will restore my access.
I spoke with Poly/Obi support this morning on this issue and came away with little satisfaction. The tech recommended I open a ticket with Google as he claimed it would not be on the Obi end. I suspect folks buying Obi devices now are throwing dice on whether or not they will have this issue with their GV accounts. I have one that works fine and one that doesn't...
Quote from: musk on September 06, 2021, 02:35:06 PM
I am still have the ringback issue, but after experimenting noticed I get ringback on some numbers. When I called a l limited sample of ATT and Verizon cell phones I do not hear a ringback via my obi200, however when I contact non-cell phones (i.e. landline and business) I do get a ringback tone. In all cases when I make calls using GV, I get a ringback tone.
Following up on Musk's comments, I too did more experiments with different numbers across landlines, cell and biz systems with the following results.
For the "sick" GV account, I was only able to get ringback on a couple of targets. When calling an AT&T iPhone, I heard ringback only when I added the 1- to the 10 digit number. When calling an office phone system (AT&T and Avaya), I heard ringback with both the 10 and 11 digit numbers. I heard no ringback when calling other cells (Boost), other landlines (Xfinity) or other GV numbers.
With the healthy GV account, I heard ringback on all numbers dialed (same set).
BOTH of the GV numbers that I'm using were ports of old landline numbers (hopping through a cell on the way). I'm wondering if the pedigree of one or the other could have anything to do with this.
I am able to make calls today, all of which I now hear a ringback using my OBI200 with GV. I have 2 OBI200 units (bought within the last week) and both were having issues aligned with 2 different GV accounts with respect to ringback as of yesterday. Today (as of late afternoon), I now head ringback on all numbers dialed on both devices.
MORE INFORMATION AND ANOTHER HYPOTHESIS:
First off, Google kindly restored my access to my voice account, realizing that I was not up to anything untoward.
Also I got to thinking about commonalities in my diagnostic attempts, and I realized that all of the numbers I linked to my obitalk device when I was testing were from the same area code. When I originally set it up I wanted a number in my area code. Anyway I decided to try something different. I created a new GV account and this time I choose a different area code and suddenly I started getting a ringback. Of course this is not a guarantee, but maybe another piece of the puzzle or an avenue for testing.
Also, there is a site called numberbarn where for $6 a month you can park your number and forward it to any number you wish. This way I was able to park my original land line number and then forward it to my GV number so now when anyone calls my original land line it will ring on the phone attached to the obitalk device and I am no longer paying $50 monthly for the land line, which was my goal when I stared down this road.
I realize this will not be a solution for everyone and I am not sure that changing the area code was the solution, however this scenario worked for me.
Quote from: musk on September 07, 2021, 04:53:57 PM
I am able to make calls today, all of which I now hear a ringback using my OBI200 with GV. I have 2 OBI200 units (bought within the last week) and both were having issues aligned with 2 different GV accounts with respect to ringback as of yesterday. Today (as of late afternoon), I now head ringback on all numbers dialed on both devices.
Did you do any configuring or changing anything in the meantime or are you stating that ringback just suddenly started working for you?
I did not change anything in the configuration. After checking late afternoon today, I am getting ring back on all numbers called (with 2 different units).
After reading the last post, I tried ALL my GV number on the obitalk device and now I DO receive a ringback on ALL numbers.
Perhaps Poly tech support made some change on their servers?
Quote from: drjulian on September 07, 2021, 06:05:27 PM
After reading the last post, I tried ALL my GV number on the obitalk device and now I DO receive a ringback on ALL numbers.
Perhaps Poly tech support made some change on their servers?
Except for OBi to OBi calls over the Obitalk network (**9 and 9 digit OBi number), nothing on the Poly servers has any impact on any calls in or out of your OBi over any Service Provider including Google Voice. All call set up data and voice data is strictly between your OBi and the relevant Service Provider. No server or network infrastructure operated by or on behalf of OBihai/Poly is involved.
Quote
Except for OBi to OBi calls over the Obitalk network (**9 and 9 digit OBi number), nothing on the Poly servers has any impact on any calls in or out of your OBi over any Service Provider including Google Voice. All call set up data and voice data is strictly between your OBi and the relevant Service Provider. No server or network infrastructure operated by or on behalf of OBihai/Poly is involved.
Interesting,
I did not change any configuration and yet suddenly the ringback worked on all outgoing calls where it hadn't before. Maybe a change at GV?
Whatever or wherever it was, at least it is working for now.
It also started working for me late afternoon (EST) yesterday without the need for any adjustments,etc.
Hmm. Perhaps it had been reported to Google Voice engineering, or they discovered the issue themselves and fixed it. I'm glad to hear it's working now.
Just for the record, this problem is suddenly resolved for me as well. No changes were made to the Obi config.
Interestingly enough, I no longer hear ringback tone on outbound GV calls thru the OBi. The calls connect as expected but there is no ringback tone.
Calling same numbers thru OBi using other VoIP providers and I do hear ringback tone.
Calling the same number(s) using the GV app on my smartphone and I do hear ringback tone.