Frequent Line:Unregistered error on Polycom phones

[BikeShopAdmin]

I have a Polycom vvx411 and a bunch of Polycom vvx250's that all provisioned just fine. The one issue I'm having is that on the vvx411, every 10 minutes or so (or less, just a guess) the phone will show a Line:Unregistered error for about a minute, and I won't have a dial tone or phone service during that time. When I click the info button, I get a "Line Information" screen that says "Line 1: BikeShopAdmin (Not Registered)" and below it a server ending in .zoom.us that also says "(not registered 0)" and below that, a really long AOR number ending in zoom.us.

I'm actually having this issue with the vvx250's as well, where the dial tone/service is cutting out every ten minutes or so for a minute, but I don't think they're showing the "Line:Unregistered" error, but considering the symptoms are the same, I believe the root cause the be the same. If anyone has any ideas, I'm all ears!

[justinmarthaler]

We're having the same issue with Poly Edge e350s.  Unfortunately, I don't have any solutions at this time.  We opened a ticket with Zoom and they had us enable some advanced logging on the phone so we're waiting for it happen again so we can submit the logs.  We're not having it happen as frequently as you are so we haven't been able to catch it.  If we figure something out, we'll post back.

[Eliot]

hi bikeshopadmin,

Because the problem exists for all your poly desk phones, I think the issue is likely a network issue, i.e. the desk phones cannot connect to the zoom phone servers on the internet.

For troubleshooting purposes, try these steps in order:

1. Restart all ISP devices such as cable modem or fiber optical network terminal (ONT) / fiber optic modem and router.  If you have a cable modem, make sure the cable modem is DOCSIS 3.1 or later because more diagnostics are available to the ISP.
2. Your network switches.  Restart all network switches.  Are your poly desk phones connected to the same power over ethernet switch?  Could be an issue with the switch.
3. Run speed test on your internet connection for upload speed, download speed, latency, jitter, and packet loss. Check the speed test results against your ISP bill.  Run Windows command ping -t to continuously monitor for packet loss.  If results indicate an issue, contact your ISP and have them run diagnostics.  At my house, I took ten trips to fix the issue.  In my case, the ISP replaced the coax cable running from the pedestal on the street to my house.
4. Make sure all required ports and IP addresses on your firewall are open to both poly and zoom.
5. Make sure that the poly desk phones have the zoom required firmware.
6. Do a factory reset on the poly desk phones.  Your phones support zero touch provisioning.  After factory reset, the desk phones will contact poly and then zoom for latest provisioning and firmware updates.

Did my response answer your question? If so, please don't forget to mark the reply as an accepted solution.

thanks,  eliot