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The HP Community is where owners of HP products, like you, volunteer to help each other find solutions.
HP Recommended

I've been trying to upgrade the software for the Soundstation IP 5000.

 

I put in the upgrader and the 4.0.x software, but this still keeps boot looping

 

updating bootrom

 

image not compatible with this phone

 

update initial config

 

error, application not present!

 

 

According to documentation, this should be the correct firmware. 

5 REPLIES 5
HP Recommended

Hello brittany,

welcome to the Polycom Community.

The community's VoIP FAQ contains this post here:

Oct 7, 2011 Question: How can I setup my Phone / Provisioning / Download / Upgrade / Update / Downgrade Software?
Resolution: Please check => here <=

 

and

 

Jan 04, 2013 Question: What does the message "Image is not compatible" mean?

Resolution: Please check => here <=

 

If you follow the phone will upgrade.

 

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

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
HP Recommended

I've followed both of these already, unfortunately the issue still exist.

HP Recommended

Hello brittany,


If you are sure you followed these post's 100% then the next step is to contact your Polycom reseller.

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

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
HP Recommended

Anyone have any troubleshooting advice? I heard that these phones have a hard time accepting it's firmware?

HP Recommended

Hello brittany,


welcome back to the Polycom Community.

As already explained in my prior reply the community's VoIP FAQ contains this post here:

 

Oct 7, 2011 Question: How can I setup my Phone / Provisioning / Download / Upgrade / Update / Downgrade Software?
Resolution: Please check => here <=

 

Above explains that both the Updater and the UCS software must be in the same the directory in an unzipped / extracted form.

 

The Phone would expect to download 3111-30900-001.bootrom.ld first and then after this 3111-30900-001.sip.ld

 

All this should show in the logs of your provisioning server.

The only other reason the phone would fail to do so is that the Phone is actually a Polycom development unit.

 

You could see this on the countdown as it starts from 99 instead of 10.

 

As already explained the next step is to contact your Polycom reseller as only they can raise a ticket with Polycom support.


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

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.