Re-syncing a desk phone or common area phone with the zero touch provisioning (ZTP) server in Zoom

This post was most recently updated on July 28th, 2022

The device list within the account can be viewed by the account owner or admin and it will display the status of the ZTP process for common area phones, unassigned desk phones, and acquired ATAs. When the first attempt to connect to the ZTP server fails, it is also possible for the user to retry the connection with the ZTP server. In the case of a lost connection to the ZTP server, this is helpful in order to figure out if you are receiving automatic firmware updates on the device or if the provisioning process failed.

Note: Also, you can use the Zoom web portal to make changes to your phone settings and re-sync desk phones to pass those changes along.

Prerequisites for re-synching a phone with the ZTP server

  • There are three types of accounts available: Pro, Business, and Education
  • Privileges of the account owner or administrator
  • License for Zoom Phone
  • It is possible to add or provision Zoom Phone devices that support ZTP

How to re-sync a desk phone with the ZTP server

  1. Zoom’s web portal can be accessed by signing in.
  2. Then click Phones & Devices in the navigation menu.
  3. Select Assigned or Unassigned.
  4. You can view assigned or unassigned devices by following one of these steps:
    • Assigned: The status column of an assigned device indicates that Zero Touch Provisioning has not been synced and that this is an error.
    • Unassigned: The display name of the device will appear when you click it. Check if the Zero Touch Provisioning section in the Settings section states that the sync has not been completed.
  5. By clicking Retry in the Status column, you will be able to retry the process.
    By doing this, the MAC address will be resubmitted to the zero touch provisioning server so that it can be synchronized again. There will be a few minutes of waiting before the process is complete. Please refresh the page or check back to see how it is going later on.

How to re-sync a common area phone with the ZTP server

  1. To access the Zoom web portal, you will need to sign in.
  2. Select Phone System Management from the navigation menu and then select Users & Rooms from the drop-down menu.
  3. The Common Area Phones tab will appear once you click on it.
  4. If the Status column of a device indicates that Zero Touch Provisioning has not been synced, then you need to locate that device.
  5. Click Retry in the Status column if the problem persists.
    Resubmitting the MAC address in this way will resync the zero touch provisioning server so that the MAC address can be resynced. In the meantime, please refresh the page or check back later to find out the status of the process. It may take a few minutes to complete.

Note: The common area phones have been migrated to the new Common Area tab in the Users & Rooms page if you have created a new Zoom account after May 21, 2022; or if the New Common Area Experience is enabled on your account. It is therefore necessary for you to resync the device by finding it in the Phones & Devices section and resync it there. If you wish to view the devices that have been assigned to a common area, you can follow these steps.

  1. To access the Zoom web portal, you will need to sign in.
  2. To access the Users & Rooms page, click on the Phone System Management link from the navigation menu.
  3. On the Common Area tab, click the “Common Area” button.
  4. Identify the Common Area containing the desk phone by clicking the name of the area that is displayed in the list.
  5. Select the Settings tab from the menu on the left side of the screen.
  6. Click on the display name of the telephone you want to resync in the Desk Phone(s) section of the dialog box.
  7. Then, click Resync next to Status, and then click Yes when you are asked to confirm the action.
    There will be a reboot of the desk phone.