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CX5500 provisioning issues

Re: CX5500 provisioning issues

OK, this CX5500 is becoming a real issue. We deploy these globally and there doesn't seem to be a reliable way of remotely updating the software on them, pretty poor stuff really.

 

This is where we are at ->

 

-> CX5500 with v1.1.2.1.4

-> Custom server address is updated with the correct URL

-> Click update now on the web gui and the phone accesses "millenium/info.txt"

---- FTP server output 

PASS *****
230 fake user logged in
TYPE I
200 Type set to I
PORT xxx,xxx,xxx,xxx,145,46
200 PORT command successful
RETR /EMEA/xxxx/millennium/info.txt
150 Opening BINARY mode data connection

 

-> Phone displays the message "A file error occured during the software download process. The software update will be cancelled. Contact your administrator for assistance".

-> phone reboots.

 

 

Things I've tried -

-> factory reset, then settings -> basic -> update configuration, check configuration file for all settings, same result

-> factory reset, check configuration file for all settings, same result

-> provisioning to the CX5500 works, check by changing timezone etc.

-> ftp server is fine upgrading vvx600, vvx410 and provisiong them as well

Message 11 of 33
Advisor

Re: CX5500 provisioning issues

I sure wish I could say I had an answer to this, but I do not.  I am having the exact same issue.  Phone displays A file error occured during the software download process.  I checked IIS logs and see this:

 

GET /millennium/info.txt - 80
GET /millennium/platform/current/release.sig - 80
GET /millennium/platform/current/release.txt - 80

 

All of these requests get 200 "ok" so really wondering what file it is trying to find.  Has anyone succesfully provisioned a firmware update of their CX5500 with an internal Custom Server?

 

Is there a module log level I can turn up to see what the phone is trying to access during an update?  If so, which one?

Message 12 of 33
Polycom Employee & Community Manager

Re: CX5500 provisioning issues

Hello RonR,

The logs for this are gathered via a USB stick and once unzipped are within the messages files.

 

A good info would be what the currently installed software version is and what are you trying to upgrade to?

 

For example a log from an attempt to downgrade (which is currently not supported):

 

2015-02-26 11:00:00 ERROR logcat: hd[0]: SoftwarePackageRepository(661): looking at platform
2015-02-26 11:00:00 DEBUG logcat: hd[0]: SoftwarePackageRepository(661): Version=1.1.2.1 for repo @ /data/local/repo/
2015-02-26 11:00:00 DEBUG logcat: hd[0]: SoftwarePackageRepository(661): Version=1.1.2.0 for repo @ ftp://1:1@10.252.149.106
2015-02-26 11:00:00 DEBUG logcat: hd[0]: SU_VERSION_UTIL(661): [0] : 1 <?> 1
2015-02-26 11:00:00 DEBUG logcat: hd[0]: SU_VERSION_UTIL(661): [1] : 1 <?> 1
2015-02-26 11:00:00 DEBUG logcat: hd[0]: SU_VERSION_UTIL(661): [2] : 2 <?> 2
2015-02-26 11:00:00 DEBUG logcat: hd[0]: SU_VERSION_UTIL(661): [3] : 0 <?> 1
2015-02-26 11:00:00 DEBUG logcat: hd[0]: SoftwarePackageRepository(661): current REL_INFO_VER older! 1.1.2.1>1.1.2.0
2015-02-26 11:00:00 WARNING logcat: hd[0]: SoftupdateEntryPoint(661): No update available
2015-02-26 11:00:00 ERROR logcat: hd[0]: SoftupdateService(661): Softupdate got version 1.1.2.0-32157, result=1
2015-02-26 11:00:00 INFO logcat: hd[0]: SU_Scheduler:SoftupdateAdapter(693): (1) update nor required 
2015-02-26 11:00:00 DEBUG logcat: hd[0]: SU_Scheduler:SoftupdateAdapter(693): checkUpdate from ftp://1:1@10.252.149.106: NOT_REQUIRED


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

Best Regards

Steffen Baier

Polycom Global Services

Please be aware:

The purpose of these forums is to allow community members collaborate and help each other.
Questions posted here do not follow Polycom’s SLA guidelines.
If you require assistance from Polycom technical support, please open a
web service request or call us .

The above is necessary in order to track issue internally within Polycom.

You are welcome to post more questions or configuration or logs for other community members to look at but if your issue requires a fix via Polycom you must go via the official support structure.

Please ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

This forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Polycom employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and may be answered on weekends, bank holidays or personal holidays.
Message 13 of 33
Advisor

Re: CX5500 provisioning issues

Hi, the CX5500 is currently running 1.1.2.1.4 and I am trying to upgrade to 1.1.3

 

Need a bit more guidance.  Do I plug in a usb stick and then the logs are automatically written to the stick when the update attempts?

Message 14 of 33
Polycom Employee & Community Manager

Re: CX5500 provisioning issues

Hello RonR,

 

plugging in a USB stick will shortly after start writing the current and older logs.

 

If you have tried the upgrade process prior to this the log will contain the action. The log writing process will not continue if the USB stick stays plugged into the unit.

 

Unplugging and replugging will write the new logs.


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

Best Regards

Steffen Baier

Polycom Global Services

Please be aware:

The purpose of these forums is to allow community members collaborate and help each other.
Questions posted here do not follow Polycom’s SLA guidelines.
If you require assistance from Polycom technical support, please open a
web service request or call us .

The above is necessary in order to track issue internally within Polycom.

You are welcome to post more questions or configuration or logs for other community members to look at but if your issue requires a fix via Polycom you must go via the official support structure.

Please ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

This forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Polycom employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and may be answered on weekends, bank holidays or personal holidays.
Message 15 of 33
Occasional Advisor

Re: CX5500 provisioning issues

Hi, do you have any news about the problem?

I'm attempting to upgrade CX5500 but it doesn't work.

The device reads the info.txt file hosted on internal FTP but doesn't continue the update process.

 

Thanks.

Message 16 of 33
Polycom Employee & Community Manager

Re: CX5500 provisioning issues

Hello Enrico,

welcome to the Polycom Community.

Rather than me to copy & paste simply have a look at my reply => here <=

 

Could you kindly at least state the Version you are currently running and also the Version you are trying to upgrade to?

 

As already replied plugging in a USB stick will shortly after start writing the current and older logs.

 

You can then compare the Log output with the similar output I already posted.

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

Best Regards

Steffen Baier

Polycom Global Services

Please be aware:

The purpose of these forums is to allow community members collaborate and help each other.
Questions posted here do not follow Polycom’s SLA guidelines.
If you require assistance from Polycom technical support, please open a
web service request or call us .

The above is necessary in order to track issue internally within Polycom.

You are welcome to post more questions or configuration or logs for other community members to look at but if your issue requires a fix via Polycom you must go via the official support structure.

Please ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

This forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Polycom employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and may be answered on weekends, bank holidays or personal holidays.
Message 17 of 33
Occasional Advisor

Re: CX5500 provisioning issues

Hi,

 

I see these errors in the logs:

 

2015-12-23 09:29:20 DEBUG    logcat: hd[0]: SU_UTIL(768): writing SOFTUPDATE_BEGIN_NORMAL to softupdate.dat
2015-12-23 09:29:20 INFO     logcat: hd[0]: SU_UTIL(768): dir /sdcard/.softupdateexists
2015-12-23 09:29:20 INFO     logcat: hd[0]: SU_UTIL(768): file /sdcard/.softupdate/softupdate.dat created
2015-12-23 09:29:20 DEBUG    logcat: hd[0]: SU_UTIL(768): writing ftp://PlcmSpIp:PlcmSpIp@10.254.68.154/CX5500/Prod to softupdateuri.dat
2015-12-23 09:29:20 INFO     logcat: hd[0]: SU_UTIL(768): dir /sdcard/.softupdateexists
2015-12-23 09:29:20 INFO     logcat: hd[0]: SU_UTIL(768): file /sdcard/.softupdate/softupdateuri.dat created
2015-12-23 09:29:20 DEBUG    logcat: hd[0]: SoftupdateApplication(768): get current mode = 0
2015-12-23 09:29:20 DEBUG    logcat: hd[0]: SoftupdateEntryPoint(768): re-init the remote repo object with URI ftp://PlcmSpIp:PlcmSpIp@10.254.68.154/CX5500/Prod
2015-12-23 09:29:20 DEBUG    logcat: hd[0]: SoftupdateEntryPoint(768): checking remote @ ftp://PlcmSpIp:PlcmSpIp@10.254.68.154/CX5500/Prod; /CX5500/Prod
2015-12-23 09:29:20 INFO     logcat: hd[0]: HttpSoftwarePackageRepository(768): Configured with the following URL: ftp://PlcmSpIp:PlcmSpIp@10.254.68.154/CX5500/Prod/
2015-12-23 09:29:20 INFO     logcat: hd[0]: HttpSoftwarePackageRepository(768): try to get file ftp://PlcmSpIp:PlcmSpIp@10.254.68.154/CX5500/Prod/millennium/info.txt
2015-12-23 09:29:20 DEBUG    logcat: hd[0]: dalvikvm(874): GC_CONCURRENT freed 34K, 4% free 6672K/6919K, paused 2ms+6ms
2015-12-23 09:29:20 DEBUG    logcat: hd[0]: UpdateActivity(874): Content view updated to logo true
2015-12-23 09:29:20 ERROR    logcat: hd[0]: Softudpate:ResourceUtil(874): Softupdate project requires resource named 'MILLENNIUM' of type 'string' but it can not be found within the resources
2015-12-23 09:29:21 INFO     logcat: hd[0]: ActivityManager(341): Displayed polycom.softupdate/.UpdateActivity: +1s230ms
2015-12-23 09:29:21 DEBUG    logcat: hd[0]: StatusViewManager(874): got status 14
2015-12-23 09:29:21 DEBUG    logcat: hd[0]: UpdateActivity(874): Content view updated to progress layout true
2015-12-23 09:29:21 DEBUG    logcat: hd[0]: UpdateActivity(874): Content view updated to logo true
2015-12-23 09:29:21 ERROR    logcat: hd[0]: Softudpate:ResourceUtil(874): Softupdate project requires resource named 'MILLENNIUM' of type 'string' but it can not be found within the resources
2015-12-23 09:29:21 INFO     logcat: hd[0]: Qt JAVA(532): surfaceDestroyed
2015-12-23 09:29:21 ERROR    logcat: hd[0]: SoftwarePackageRepository(768): Unable to connect to server: Unable to retrieve file: 125
2015-12-23 09:29:21 ERROR    logcat: hd[0]: SoftwarePackageRepository(768): in = null
2015-12-23 09:29:21 INFO     logcat: hd[0]: HttpSoftwarePackageRepository(768): No software repository found at ftp://PlcmSpIp:PlcmSpIp@10.254.68.154/CX5500/Prod/
2015-12-23 09:29:21 ERROR    logcat: hd[0]: SoftwarePackageRepository(768): No repository found at ftp://PlcmSpIp:PlcmSpIp@10.254.68.154/CX5500/Prod/
2015-12-23 09:29:21 ERROR    logcat: hd[0]: SoftupdateEntryPoint(768): Failed to init Repo! Error: No repository found at ftp://PlcmSpIp:PlcmSpIp@10.254.68.154/CX5500/Prod/(ERR_REPO_NOT_FOUND)
2015-12-23 09:29:21 ERROR    logcat: hd[0]: SoftupdateService(768): error downloading metadata
2015-12-23 09:29:21 DEBUG    logcat: hd[0]: SoftupdateApplication(768): setUpdateResult 3
2015-12-23 09:29:21 INFO     logcat: hd[0]: SoftupdateService(768): clean up!
Message 18 of 33
Polycom Employee & Community Manager

Re: CX5500 provisioning issues

Hello Enrico,

The error message is quite clear:

 

2015-12-23 09:29:21 ERROR    logcat: hd[0]: SoftwarePackageRepository(768): Unable to connect to server: Unable to retrieve file: 125
2015-12-23 09:29:21 ERROR    logcat: hd[0]: SoftwarePackageRepository(768): in = null
2015-12-23 09:29:21 INFO     logcat: hd[0]: HttpSoftwarePackageRepository(768): No software repository found at ftp://PlcmSpIp:PlcmSpIp@10.254.68.154/CX5500/Prod/
2015-12-23 09:29:21 ERROR    logcat: hd[0]: SoftwarePackageRepository(768): No repository found at ftp://PlcmSpIp:PlcmSpIp@10.254.68.154/CX5500/Prod/
2015-12-23 09:29:21 ERROR    logcat: hd[0]: SoftupdateEntryPoint(768): Failed to init Repo! Error: No repository found at ftp://PlcmSpIp:PlcmSpIp@10.254.68.154/CX5500/Prod/(ERR_REPO_NOT_FOUND)

 

A FTP Server hosting that CX5500 Software would be expected to have a Directory called Millennium inside.

 

Within this directory you would normally find:

 

C:\Users\username\Provisioning\CX5500\millennium>dir
 Volume in drive C is OSDisk
 Volume Serial Number is 8034-DD1C

 Directory of C:\Users\usernamer\Provisioning\CX5500\millennium

04/08/2015  11:43    <DIR>          .
04/08/2015  11:43    <DIR>          ..
24/07/2015  11:30               842 geninfo.bat
24/07/2015  11:30               635 geninfo.sh
24/07/2015  11:30                 9 info.txt
04/08/2015  11:43    <DIR>          platform
04/08/2015  11:43    <DIR>          pool
               3 File(s)          1,486 bytes


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

Best Regards

Steffen Baier

Polycom Global Services

Please be aware:

The purpose of these forums is to allow community members collaborate and help each other.
Questions posted here do not follow Polycom’s SLA guidelines.
If you require assistance from Polycom technical support, please open a
web service request or call us .

The above is necessary in order to track issue internally within Polycom.

You are welcome to post more questions or configuration or logs for other community members to look at but if your issue requires a fix via Polycom you must go via the official support structure.

Please ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

This forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Polycom employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and may be answered on weekends, bank holidays or personal holidays.
Message 19 of 33
Highlighted
Occasional Advisor

Re: CX5500 provisioning issues

Hello,

 

the folder millennium exists, these are FTP logs and folder content:

 

FTP logs:

2015-12-23 09:29:21 10.10.80.59 PlcmSpIp 10.254.68.154 21 RETR /CX5500/Prod/millennium/info.txt 226 0 0 de064e31-a23b-4a47-a2f3-35bcd7235d20 /CX5500/Prod/millennium/info.txt
2015-12-23 09:31:28 10.10.80.59 PlcmSpIp 10.254.68.154 21 ControlChannelClosed - - 258 0 de064e31-a23b-4a47-a2f3-35bcd7235d20 -

 

FOLDER:

C:\PolycomVVXConf\CX5500\Prod\millennium>dir
 Volume in drive C has no label.
 Volume Serial Number is A837-98F9

 Directory of C:\PolycomVVXConf\CX5500\Prod\millennium

12/23/2015  10:20 AM    <DIR>          .
12/23/2015  10:20 AM    <DIR>          ..
10/24/2015  06:56 AM               842 geninfo.bat
10/24/2015  06:56 AM               635 geninfo.sh
12/23/2015  10:20 AM                10 info.txt
12/23/2015  10:19 AM    <DIR>          platform
11/03/2015  10:41 AM    <DIR>          pool
               3 File(s)          1,487 bytes
               4 Dir(s)  95,660,433,408 bytes free


Message 20 of 33