Poly Rove B2 keeps disconnecting from Zoom | Community
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S
Newcomer
Steve3510
Newcomer
February 24, 2023
Question

Poly Rove B2 keeps disconnecting from Zoom

  • February 24, 2023
  • 3 replies
  • 39 views

We have a Poly Rove B2 / 30 that has a problem staying connected to Zoom.  If we reboot the B2 base most times we are able to make phone calls.  But after a period of time it appears to disconnect from Zoom and we just get a busy signal if we try to dial out.  I have verified the B2 base is still connected to the network as I am able to log into it's web page.  I am not sure what to look for in the SIP logs or SYSLogs to see when it is disconnected.  Any pointers would be appreciated.

Thanks,

   Steve

    3 replies

    S
    Community Champion | Employee
    sachinzoom
    Community Champion | Employee
    February 25, 2023

    Hello,

     

    Here is how to capture Poly logs to dig into the issue.

     

    https://support.zoom.us/hc/en-us/articles/360026128032-Exporting-logs-and-config-files-Poly-

     

    Also, I recommend setting up an alert, so you can notified if a phone goes offline. See screenshot:

     

     

     

    If this response helps, please accept the answer as an accepted solution, so others can benefit as well.

     

    S
    Newcomer
    Steve3510Author
    Newcomer
    February 28, 2023

    The problem I see if they logs are really short, maybe a few minutes.  The problem i am having is it will work when I reboot, and then sometime later the phone will stop working.  The base station is still accessible, so it is not losing network connectivity.

    S
    Community Champion | Employee
    sachinzoom
    Community Champion | Employee
    March 1, 2023

    Hi @Steve3510 

     

    Just checking that your base firmware is on the latest version and you are not controlling the upgrade ?

     

     

    M
    Newcomer
    MartyS
    Newcomer
    January 23, 2026

    Hi,

    Was there any resolution to this issue?  We have the exact same problem with the same configuration.

    We are Poly Rove B2 with Rove 30 & 40 DECT handsets.

    Firmware is at 8.0.11 which is the latest level supported by Zoom.

     

    We have tried proactively rebooting the Poly B2 base unit at the start of everyday, but often the problem still occurs and another reboot is needed.

     

    Poly has firmware 8.0.12 available and this has a key fix that allows export of the SIP and SYSlogs for diagnostics.  But there is probably other stuff that needs to be supported by Zoom before I can upgrade.

     

    PS I have activated the Zoom alert as recommended by sachinzoom, but the minimum offline time you can select is 5 minutes.  My staff notice the drop usually during a call and reboot immediately, so I never get the alert notification.

    M
    Newcomer
    MartyS
    Newcomer
    March 10, 2026

    still having this problem every day

    Does anyone have any solution?

    tom cary
    Newcomer
    tom cary
    Newcomer
    March 11, 2026

    It sounds like the Poly Rove B2 base may be losing SIP registration with Zoom Phone after some time. Since rebooting temporarily fixes the issue, you might want to check the SIP registration status and expiration timer in the device settings. Also review the SIP logs for re-registration attempts or authentication failures around the time calls start failing. Sometimes this can also be related to NAT session timeouts or firewall rules dropping the connection, so verifying network timeout settings could help identify the cause.

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