Solved: Re: CCX 400 USB update failed

MikeHWCO · ‎02-17-2021

Was updating CCX 400 via USB and upon reboot 'android failed'. I cannot use volume up/down to move highlight but touch screen scroll up/down works. However there is nothing to use as a 'power button' to accept the choice. Upon cycling 'switch hook' about 10+ times the highlighted choice 'turns green' as shown. Any suggestions on how to boot load and/or force a factory data reset?

SteffenBaierUK · ‎02-18-2021

Hello @MikeHWCO ,

Welcome back to the Poly Community.

This is rather unusual but the Android Recovery is not use. Please try this:

Power up the phone, let it boot for just 4-8 seconds and then power off the phone again. That should break the Android Recovery reboot cycle. The important part is for the phone to clear the previous recovery reboot command but not to let the phone boot far enough to detect the trouble and get into the Android recovery reboot again.
Power off
Power up the phone and start pressing the 4 corners of the phone with 4 fingers every half a second till you see Poly recovery UI and/or Mute LED going through Red/Green/Yellow cycle. Once in the Poly recovery mode let the phone complete the recovery.
If after the recovery phone still fails to boot then try the same thing with USB stick containing Poly provisioning setup (000000000000.cfg files and for CCX 400 3111-49700-001.sip.ld, CCX 500 3111-49710-001.sip.ld, CCX 600 3111-49770-001.sip.ld and CCX 700 3111-49740-001.sip.ld)
If 4-finger pressing failed to be detected and you see Android recovery screen again then repeat steps 1 and 2 again.
If this fails please raise an RMA

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

Best Regards

Steffen Baier

----------------
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.

----------------

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

View solution in original post

SteffenBaierUK · ‎02-18-2021

Hello @MikeHWCO ,

Welcome back to the Poly Community.

This is rather unusual but the Android Recovery is not use. Please try this:

Power up the phone, let it boot for just 4-8 seconds and then power off the phone again. That should break the Android Recovery reboot cycle. The important part is for the phone to clear the previous recovery reboot command but not to let the phone boot far enough to detect the trouble and get into the Android recovery reboot again.
Power off
Power up the phone and start pressing the 4 corners of the phone with 4 fingers every half a second till you see Poly recovery UI and/or Mute LED going through Red/Green/Yellow cycle. Once in the Poly recovery mode let the phone complete the recovery.
If after the recovery phone still fails to boot then try the same thing with USB stick containing Poly provisioning setup (000000000000.cfg files and for CCX 400 3111-49700-001.sip.ld, CCX 500 3111-49710-001.sip.ld, CCX 600 3111-49770-001.sip.ld and CCX 700 3111-49740-001.sip.ld)
If 4-finger pressing failed to be detected and you see Android recovery screen again then repeat steps 1 and 2 again.
If this fails please raise an RMA

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

Best Regards

Steffen Baier

----------------
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.

----------------

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

View solution in original post

MikeHWCO · ‎02-18-2021

Thanks for the info but had no luck. I got to an 'Android Green Person' screen twice but only for a split second followed by a reboot that took 10 to 15 seconds but I ended up back stuck at the Android recovery screen. I did manage to get past the Android recovery screen once to an 'erase data' yes/no screen but again was stuck with no way to 'make a selection' since there is no power button. [I have no idea what combination of switch hook flashes, single or multiple touches allowed me to advance at least one screen.]

I will get an RMA from our vendor.

THANKS for your help/respone!

ivars · ‎09-19-2021

I had exactly the same issue. For some reason update failed and the phone got stuck in the recovery loop.

I tried all the Steffens steps many times, and could not get it to work.

But I did manage to reset back to factory version v1.0.0.0200 in the end! If anyone else has this, what I did in the end to get out of the loop, was just persist with doing the 4-finger-corner method.

I did it 3 times in a row and for some reason, 3rd time it worked and actually reset the phone.