Cant get support for Zoom Phone, any ideas?

[Mark_S]

Dear Community:

I am writing to express my extreme frustration with the lack of resolution regarding the Poly E-350 desk phone provisioning issue. It has been nearly two weeks since I opened the initial support ticket, and the problem continues to cause significant operational disruptions.

The prolonged delay in addressing this critical issue has resulted in not only operational headaches but also a great deal of anxiety. The inability to escalate the original case and the continued "NEW" status of both tickets have only exacerbated the situation.

While I appreciate the availability of chat support and other resources, I am hopeful that reaching out to the community may help bring attention to this pressing matter and lead to a timely resolution.

Thank you for your attention to this matter.

Sincerely,

Mark

[sparrow]

Hello Mark, 

Can you tell us exactly what your issue is with the Poly Edge E350? 

[Mark_S]

Hello Sparrow,

Our Poly E-350 desk phones initially worked fine with Zoom, but we've been experiencing persistent issues, seemingly related to the provisioning server.

Observed Issues:

• Frequent "URL Calling Disabled" Errors:

  • A red triangle appears, and the screen states:
    "Line Information: Line 1: [my name] [SIP] (not registered)"
  • This lasts about 30 seconds before normal operation resumes.
  • Occurs multiple times per hour.

• Outbound Call Failures:

  • Calls sometimes stall on "Calling" and fail to connect.
  • After 60 seconds, a flash dial tone occurs, and the call retries successfully.

• Phone Rebooting & Missing Features:

  • One phone reboots continuously for an hour before stabilizing.
  • Presence indicators and hotkeys disappear randomly, returning after a reboot.

Troubleshooting So Far:

• Network & Hardware Checks:
  • IT confirmed no traffic inspection on Poly phones.
  • 1Gbps fiber connection with minimal usage.
• Firmware & Reset Attempts:
  • Updated all devices to the latest firmware.
  • Factory reset and reprovisioned phones.
  • Left some phones unplugged to test their effect on others.
• Customization:
  • Phones are set up with hotkeys for line appearances, speed dials, group ring, and intercom.
  • Two phone licenses share provisioning for work and home phones.

It's been two weeks since opening a support ticket, and we're still facing these issues. Any insights or next steps would be greatly appreciated.

Cheers,
Mark

[Mark_S]

Hello Sparrow,

Our Poly E-350 desk phones initially worked fine with Zoom, but we've been experiencing persistent issues, seemingly related to the provisioning server.

Observed Issues:

• Frequent "URL Calling Disabled" Errors:

  • A red triangle appears, and the screen states:
    "Line Information: Line 1: [my name] [SIP] (not registered)"
  • This lasts about 30 seconds before normal operation resumes.
  • Occurs multiple times per hour.

• Outbound Call Failures:

  • Calls sometimes stall on "Calling" and fail to connect.
  • After 60 seconds, a flash dial tone occurs, and the call retries successfully.

• Phone Rebooting & Missing Features:

  • One phone reboots continuously for an hour before stabilizing.
  • Presence indicators and hotkeys disappear randomly, returning after a reboot.

Troubleshooting So Far:

• Network & Hardware Checks:
  • IT confirmed no traffic inspection on Poly phones.
  • 1Gbps fiber connection with minimal usage.
• Firmware & Reset Attempts:
  • Updated all devices to the latest firmware.
  • Factory reset and reprovisioned phones.
  • Left some phones unplugged to test their effect on others.
• Customization:
  • Phones are set up with hotkeys for line appearances, speed dials, group ring, and intercom.
  • Two phone licenses share provisioning for work and home phones.

It's been two weeks since opening a support ticket, and we're still facing these issues. Any insights or next steps would be greatly appreciated.

Cheers,
Mark

[Mark_S]

Hi Sparrow,

I have posted a detailed reply three times but don't see it published in this community forum.

Mark

[sparrow · Accepted solution]

That's quite a bit of issues and I suspect Zoom is seeing this as a local network issue. I've been down this road plenty of times. The challenge here is that Zoom does not troubleshoot local networks even when it's impacting Zoom phone. Even if you had Premier or Premier+ which our organization does, Zoom just won't help. Your best bet would be to engage Poly/HP to help you enable logging levels and capture what is causing the issue. If you don't have support? You might want to purchase a new E550 with support, then using that one as your example. Poly/HP will not allow you to add support on a device that has already been purchased. 

[Mark_S]

I have the answers!

My phone that was sending messages throughout the day that it was losing provisioning:
- On the Poly's menu is diagnostics.  I would jump into that when the phone failed and see that the Poly provisioning server would sometimes fail.  Sometimes, there would be a DNS failure.  So, I went into my TP-Link router and did two things. #1 changed the DNS server address from whatever it was to Google's 8.8.8.8 and 8.8.4.4.  Then, I also found a setting called flow control, and the hint said some devices don't like this setting, so I turned it off.  It is fixed. My phone is stable and has not lost provisioning since

-The second big deal was a common room phone that would reboot continuously during the day, saying the network was down.  I even had to unplug the device as its reboot tones were constant and unbearable.  This phone is on WiFi.  I decided to remove the phone from the wall and take it to my office to troubleshoot.  I had a spare power adapter, so I used that.  In my office, the phone worked perfectly.  Put it back in the common room, and it would fail.  Long story short, the plug-in transformer from Poly had two identically sized blades that pushed into the AC outlet.  There is not one size larger than the other, as you might expect for a device that requires it to be in the hot lead.    OMG, I flipped the plug-in adapter around, and the phone came to life immediately and has not failed since.

While I am thrilled to have solved all of the issues I was having, I would still grade the support team with critically low marks for not even opening my case in nearly two weeks.

Mark

[Mark_S]

That is a very kind and thoughtful response; thank you so much!  Our network is relatively simple: Zipply Fiber 1GB up/down, TP-Link router with all security disabled for other phones, and a couple of Netgear Gig hubs.

Appreciate the 411!