RealPresence Mobile - old phone locks registration - new phone not able to connect RPRM

RamsesII
Member

RealPresence Mobile - old phone locks registration - new phone not able to connect RPRM

Hello,

 

I have successfully used RealPresence Mobile registered to RPRM on my Android phone for years.

 

Now I've got a new phone. I downloaded the newest version of RP Mobile from Google Play, and it installed ok.

 

Now I cannot login with the new phone with RP Mobile to RPRM to provision it (through DMA Edge).

 

When I try to login, it only says "Sign-in error. Unable to connect to the server." I tested it without provisioning it, and it works fine.

 

In the old phone logging in is still working perfectly.

 

I even tried to delete the old h323 and sip accounts from RPRM, but still the new phone is unable to login.

 

What should I do to remove the old phone's possibility to login to RPRM and turn it to my new phone?

 

 

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2 REPLIES 2
SteffenBaierUK
Polycom Employee & Community Manager

Re: RealPresence Mobile - old phone locks registration - new phone not able to connect RPRM

Hello @RamsesII ,

 

Welcome back to the Poly Community.

 

A good starting point would be to provide the details about the old phone aka the make and software version and the new phone? In addition the version of RPD and RPRM and if you looked at any logs as of yet?

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

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If official support is required please check how to phone or open a case here

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The title Poly Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.

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Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 2 of 3
RamsesII
Member

Re: RealPresence Mobile - old phone locks registration - new phone not able to connect RPRM

Some information:

 

The old phone is Huawei Honor 8 (Android v7) and the new one is Motorola Moto G 5G Plus (Android v11). RealPresence Mobile is 3.11.2.

 

DMA Edge is 10.0.0.8 and RPRM is 10.9.0.0

 

It seems that my colleagues have the same problem, and they have many different types of phones.

 

I wonder if RPRM or DMA holds device registration information somewhere which needs to be deleted before a new device can login?

 

Which logs would be the first ones to check? DMA Edge, RPRM, RP Mobile?

 

 

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