Unable to register Poly Rove b2 / Poly rove 30 under Zoom Phone

[Irshad]

Unable to register Poly Rove b2 / Poly rove 30 under  Zoom Phone 

Status showing as 

SP1 Service Status : Pending (server=51280789.zoom.us)

[Eliot]

Hi Irshad,

Zoom supports Poly rove b2 with zero touch provisioning(ZTP).

Have you added the poly rove b2 as a zoom phone device including the display name, mac address, device type (brand and model) and assigned the device to users?

Please also see Poly Rove DECT IP Phone User Guide (hp.com)

Thanks,

eliot

[Eliot]

hi irshad,

thanks for the screen shot.  the poly rove-b2 status is 'offline' and 'factory reset needed for provisioning'.

i suggest:

1.  unplug the rove-b2 from your lan.

2. do a factory reset on the rove-b2.

3.  plug the rove-b2 into your lan.

Factory Reset a Poly Rove Base Station
Last UpdatedApr 01, 2023
PhonesWireless PhonesRoveAudienceAdministratorContent Type
Reset a Poly Rove base station to factory defaults from the device directly.

Note: You can’t undo a factory reset for your base station. Poly recommends that you back up your base station before you factory reset it.
Task

On the top of the base station, press and hold the Pair key for 20 seconds or more until the LED indicator turns solid red.
The LED indicator flashes red when the factory reset starts. When the reset is complete, the LED indicator turns solid green.
After your base station resets, you must reregister it with your service provider and reregister your handsets to the base station.

Poly Documentation Library

after you plug your rove-b2 into your lan, it calls home to poly (hp).  because you have set up your rove-b2 on zoom, zoom has told poly that this rove-b2 is assigned to zoom.  poly tells your rove-b2 to get its provisioning from zoom.  your rove-b2 connects to zoom provisioning server and gets its firmware updated and provisioned on your zoom account.  your rove-b2 may restart a few times as it goes through this process.

thanks,  eliot

[Irshad]

Already did this , please review attached 

[Irshad]

Despite diligently following the provided instructions, the problem persists, and my Zoom status continues to show as offline. I have rechecked my settings multiple times to ensure that everything is configured correctly, yet the issue remains unresolved.

Could you please provide further guidance or assistance in troubleshooting this matter?

[Eliot]

hi irshad,

If your rove b2 was purchased new, then I suggest that you ask the dealer and or poly for support.  Assuming you have a paid Zoom Phone license, you can open a support ticket with Zoom.

If your rove b2 was used by a previous owner, the rove b2 may still be registered to that previous owner and their voip provider.  When you reset the rove b2 to factory, it tries to connect to the previous owner’s voip provider.  You can ask the previous owner or dealer to remove the rove b2 from their voip service.  In the alternative, you can supply poly with proof of ownership such as a picture of the phone showing the model, serial and mac address.

Another alternative is to use assisted provisioning.  Instead of using zero touch provisioning, you use the rove b2 web UI to provide to the rove b2 an assisted provisioning URL.  This tells the rove b2 where to go to get provisioning information. 

If you're using assisted provisioning, copy the associated assisted provisioning URL for your phone model. First replace the ‘ {mac}’ with your actual rove b2 mac address.  Paste this URL into the phone's web UI during the assisted provisioning process.

Assisted provisioning URL for Rove B2

https://provpp.zoom.us/api/v2/pbx/provisioning/Polycom/rove-b2/${mac}.xml

Replace the ‘ {mac}’ with your actual rove b2 mac address.

Assisted provisioning URLs (zoom.com)

These poly videos may be helpful.

Poly Rove - How to Access the Webpage | HP Support

https://youtu.be/GHFEuh5CLv4

How to Register SIP Service to Poly Rove B2 or Poly Rove B4 | HP Support B2 or Poly Rove B4 |

https://youtu.be/4IpyJdwN_WI

thanks,  eliot

[Eliot]

hi irshad,

one way to start Assisted Provisioning is:

Please go to phone system management->phones and devices

Click the link above to Assisted Provisioning and follow the steps.

What you should see is:

Provisioning

MAC Address

xxxxxxxxxxxx

Device Type

Poly rove-b2

Provisioning URL

https://provpp.zoom.us/api/v2/pbx/provisioning/Polycom/rove-b2/${mac}.xml Copy to Clipboard

1

Step 1

Make sure the handset(s) have paired with the base station properly before proceeding with the following steps. More documentation can be found in Poly Rove Wireless Phone Solution.

Upgrade firmware:

1. Click to download the firmware for Rove B2, firmware for Rove 20, firmware for Rove 30, firmware for Rove 40, and firmware for R8 Repeater.
2. Upgrade the firmware of the base station and handset(s).

Access phone's web interface:

1. From the handset, press the Menu then press *47* on the keypad to get the IP address of the base station.
2. Enter the IP address into your web browser and log in to the phone's web interface.

NOTE: You will be prompted to enter administration login credentials. The default admin password is admin. If you do not know the username and password, contact the vendor of the phone.

Reset the existing configuration:

Reset the base station:

1. In the phone's web interface, go to System Management > Device Update > Reset Configuration > Reset to proceed with the factory reset. Or simply press the button on the top of the base station for 20 seconds to initiate a factory reset.

Reset the handset(s):

1. On your handset, press the Menu key.
2.  Go to Settings > Reset Settings. Select Yes to confirm the reset.

Configure provisioning server:

1.  In the web interface, go to System Management on the left side.
2. Select Auto Provisioning > ITSP Provisioning. Select ConfigURL under ProvisioningOption.
3. Uncheck the checkbox for ConfigURL parameter name and enter https://provpp.zoom.us/api/v2/pbx/provisioning/Polycom/rove-b2/${mac}.xml.
4.  After finished the settings above, click Submit.
5. Click Reboot at the top right corner, the base station will reboot to finish the configuration.

paste the URL as is.  i think i was wrong about replacing {mac} with actual mac address.

thanks,  eliot

[Irshad]

These are brand new Poly Rove B2 and Rove 30 units. We also have Poly CCX 400 phones, which are working normally. I have tried the steps mentioned above using both ConfigURL and ProvisioningPrimary, but the issue persists.

[Eliot]

hi irshad,

i made a mistake asking you to replace {mac} with actual mac address for itsp provisioning.

you should use 

https://provpp.zoom.us/api/v2/pbx/provisioning/Polycom/rove-b2/${mac}.xml

please check your firmware on the base station.  according to zoom, it should be 8.0.6.  sometimes, older firmware will interfer with ztp.  please see hp community article about checking firmware and where to get updates.  with ztp, this should be automatic.

[Software] Poly Rove DECT 8.0.9 - HP Support Community - 9041072

i suggest opening a support ticket with zoom because rove-b2 is a supported zoom phone certified device with ztp.

sorry that i can not be more helpful.

thanks,  eliot

you should open support ticket with zoom and include your screen shots.  

[Irshad]

Attached is the version in use. I already have an open case with Zoom, but their support is only forwarding the Admin Guide and Troubleshooting Guide, which I have already reviewed, yet the issue persists.

Actions taken so far:

• Firmware upgraded
• Factory reset done for base
• Factory reset done for handset
• Auto provision and manual provision also done without success.

[Eliot]

hi irshad,

poly is now part of hp.

you should ask your poly/hp dealer to provide support.  if the dealer can not fix the issue, you could consider returning them to your dealer.

you might try direct support from hp.  you should set up an account on hp.com.  once in, select support, poly products, phones, rove base station series, support options.  also, you can register your poly rove devices including base station and handsets.  depending on where you are located, various options are available.  since these rove-b2 devices are new, they should be under warranty.

another option is to use zoom hardware as a service which includes poly rove devices.  this way you have only one entity to deal with.

https://www.zoom.com/en/hardware/poly-rove-30/

i have attached the latest admin guide that i could find.

thanks,  eliot