39 X Poly Rove 30 Handset + B2 Base Station Kit disconnect overnight (SEPT 9 2025)

[MaxITTech]

On September 9, 2025, all 39 of our Poly Rove 30 handsets with B2 base stations (firmware 8.0.11 build 0003), registered as Common Area SIP devices in Microsoft Teams Admin Center, suddenly switched overnight from “Connected with SIP credentials” to “SIP disconnected” with status “Onboarding pending.” These devices, provisioned via ITSP with SIP Gateway, had been working reliably for months, with all required firewall ports open (TCP 5061, UDP 49152–53247, IP ranges 52.112.0.0/14 and 52.120.0.0/14), accessible via web interface, and responsive to ping. No network or configuration changes were made locally, and the issue occurred simultaneously on all units outside any maintenance window. As a result, none of the devices could make or receive calls, and each handset now requires manual re-sign-in, representing roughly three weeks of work to restore service. This raises serious concerns about the reliability of SIP device registration in Teams, and I’m trying to understand why this mass de-registration happened and how to prevent it from occurring again.

[SteffenBaierUK]

Hello @MaxITTech ,

Welcome back to the HP Poly community.

This is only a peer 2 peer community and as you are seeking support or root cause analysis this would be the wrong place.

If no other volunteers reply, I suggest you contact our Support organization in your region. Details are in my Signature.

Best Regards

Steffen Baier

[Ootpek · Accepted solution]

Hi Max.  We had a similar issue Sept 9th between approximately 12:47am and 12:56am where we had a spike of de-registrations.  I would love to collaborate a bit and learn more about your situation and if you found any clues as to the cause.  

[MaxITTech]

Hello,

I’m very glad to hear that I’m not the only one who experienced such a major outage. Yes, exactly, during the night of September 9, 2025, between 00:46 and 00:54. I exchanged several emails with a Microsoft engineer, but in the end he refused to help me because Poly Rove devices are not Microsoft Teams Certified Phone Devices. I am convinced there was a SIP outage at Microsoft during that time, but their support department doesn’t even seem to have access to the logs or any troubleshooting tools. I find that very poor customer service.

Since you also experienced multiple disconnections at the same time, it reassures me to know that the problem was not on our side or with my Poly equipment. Unfortunately, I don’t have any further information. Because I was dissatisfied with Microsoft’s response and the reliability of these phones does not meet our expectations, I am considering finding another solution that does not rely on Microsoft’s SIP device options.

Thank you for reaching out.

[Ootpek]

Yeah I felt the same...it wasn't just us.  If you want to have a more detailed discussion off a public forum flip me an email at ootpek@**bleep**.com and I will watch for it and we can connect elsewhere.  

I'd love to hear where you are in the world and more then ask Microsoft what's common between our two setups and has any of that equipment had any changes or issues around our common timeframe.  I have a MS ticket going already and a Poly one too.  

[Ootpek]

Ok so guess no sharing of emails.  Just noticed that.  

Anyway Max I work for a bank in Toronto and would love to hear more about your issue.  

And hopefully my remote login info helped you too.  

[MaxITTech]

Hello Ootpek,

I’m working in an educational environment in Quebec, where we have 63 Poly Rove devices deployed across multiple schools. Last Friday, my support ticket with Microsoft was escalated from a Microsoft Support Engineer to a Microsoft Teams Enterprise M365 Technical Lead. I’m still waiting for an update, but I expect they will eventually confirm an outage and remind me again that Poly Rove devices are not Microsoft Teams Certified Phones.

During the night of September 9 (00:46 – 00:54 Eastern Time), 39 phones that were registered with the Microsoft SIP Gateway suddenly unregistered and switched to “onboarding” mode. This left us no choice but to dispatch technicians to every school. Each technician would call me upon arrival, and I would provide them with a temporary activation code such as *55*123456. Thanks to their efforts, all 39 phones were back online after three days. This, of course, was before you informed me that remote re-sign-in was possible. I now have a test Poly Rove unit on my desk and plan to try your remote reconnection method.

In the meantime, I may prepare certified Teams desk phones as backup devices for users, in case we face another issue with Poly Rove registrations. Every year, schools also close for deep cleaning and floor waxing, during which many Poly Rove phones get disconnected. As noted here:

learn.microsoft.com/en-us/microsoftteams/devices/sip-gateway-plan

Off-board stale devices: A SIP gateway supports auto offboarding of stale devices provisioned for a tenant. Paired (signed-in) devices will be offboarded if not connected for 30 days, and unpaired (signed-out) devices after 14 days. A device that has been offboarded can be onboarded again after a factory reset.

This is another challenge for us, and it seems impossible to change since these rules are controlled by Microsoft.

As for desk phones, we use AudioCodes C455HD and Poly CCX350. Since the migration to AOSP, we have faced many issues, especially with connectivity. This appears to be related to Conditional Access in Intune, where the phone cannot complete MFA.

In short, Microsoft Teams telephony has kept us very busy compared to our old phone system, which had legendary reliability.

[SteffenBaierUK]

Hello @MaxITTech ,

Welcome to the HP Poly community.

Please let me assure you that HP Poly Rove phones are fully qualified to be used with the Microsoft Teams SIP Gateway, as shown >here<

Best Regards

Steffen Baier

[Ootpek]

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In the meantime, I may prepare certified Teams desk phones as backup devices for users, in case we face another issue with Poly Rove registrations. Every year, schools also close for deep cleaning and floor waxing, during which many Poly Rove phones get disconnected. As noted here:

learn.microsoft.com/en-us/microsoftteams/devices/sip-gateway-plan

Off-board stale devices: A SIP gateway supports auto offboarding of stale devices provisioned for a tenant. Paired (signed-in) devices will be offboarded if not connected for 30 days, and unpaired (signed-out) devices after 14 days. A device that has been offboarded can be onboarded again after a factory reset.

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Thanks for this!  I hadn't been aware and we do have several branches undergoing renovations at any one time and this may affect us if the renos are longer in nature.  They come back into their renovated location and have no wireless phones because they have been offline for awhile hidden in a desk.  I will have to watch for this.