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CCX 400 and 6.2.21.1198 upgrade failure via TAP

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Occasional Contributor

CCX 400 and 6.2.21.1198 upgrade failure via TAP

Something is wrong with CCX 400 and 6.2.21.1198 upgrade .  The update shows as available in TAP.  I did a manual upgrade.  First, TAP displays "Not all commands were queued" or something like that, but it appears to initiate the upgrade anyway.  Phone downloads the software and reboots.  Then it displays "Poly app crashed" and I still have 1.0.1.0054 on the phone.  Now TAC thinks it has 6.2.21 but in the history it shows upgrade failed.  It still shows that there is an upgrade available though, but with both current and new versions at 6.2.21.  Bottom line: upgrade doesn't work on CCX 400.  It did work on a Trio C60 and version 5.9.  Those are the two models I have.

Message 1 of 42
41 REPLIES 41
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Polycom Employee & Community Manager

Re: CCX 400 and 6.2.21.1198 upgrade failure via TAP

Hello @Sarat ,

 

Welcome back to the Poly Community.

As the software is hosted by our Partner Microsoft using the Technology Adoption Program (TAP) I suggest raising a case with them as we have not officially released the 6.2.21 software 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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The title Polycom 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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

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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 42
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Advisor

Re: CCX 400 and 6.2.21.1198 upgrade failure via TAP

I'm in the same boat but not as much success - I cant pull the download at all.  Queue error or times out.  I have a case open and he said something about a queue at their end and called me back and asked me to try again.  How can we see logging on the device as there is no WEB GUI.  

Message 3 of 42
Advisor

Re: CCX 400 and 6.2.21.1198 upgrade failure via TAP

I forgot in case it helps - Firmware 1.0.1.0054 Device Settings 2.7 Agent 2.5.5 Company portal 5.0.4715 and Teams 1449/1.0.94.2020040801

 

Message 4 of 42
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Polycom Employee & Community Manager

Re: CCX 400 and 6.2.21.1198 upgrade failure via TAP

Hi @Scratchy 

 

there will only be a web interface once the device is on 6.x.xx

 

Microsoft is rolling out this software, not Poly and you will need to work with Microsoft on this.

 

We most likely will release the build on Friday (subject to change) and then you can raise a case via your Poly reseller.


End Customers are usually unable to open a ticket directly with Poly support. Available End User Poly services offerings are detailed here

If this is some sort of an Internet discounter providing your MAC address or your Poly devices serial will enable us to look up who would be able to support you. This may not be who you purchased the Poly device from.


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 Polycom 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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

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

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 5 of 42
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Advisor

Re: CCX 400 and 6.2.21.1198 upgrade failure via TAP

Hello,

 

The device was purchased from CDW.  MAC is 64 16 7F CC 62 4D

I have a case with Microsoft open, I guess we shall see where it goes. 

Message 6 of 42
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Polycom Employee & Community Manager

Re: CCX 400 and 6.2.21.1198 upgrade failure via TAP

Hi @Scratchy 

 

our records show this sold via SYNNEX CANADA so either them or CDW can work with you once we officially release the software.

 

Best regards

 

Steffen Baier

----------------
The title Polycom 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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

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

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 7 of 42
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Advisor

Re: CCX 400 and 6.2.21.1198 upgrade failure via TAP

Thanks.  Just so I understand, Microsoft shows the software available but that doesn't mean it will come down?  Or are you saying I can only work with them until you release the software then I can slide in a third party?  Sorry, new to this, we are demo'ing it to see if this will be a viable phone system so I am figuring this out as I go. 

Message 8 of 42
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Polycom Employee & Community Manager

Re: CCX 400 and 6.2.21.1198 upgrade failure via TAP

Hello @Scratchy 

 

The Microsoft TAP is like Microsofts "Beta" which is not connected to Poly. They are fully responsible for this.

 

On Friday, we Poly, plan to release 6.2.21.xxxx which we will be responsible for, and tickets if issues arise can be opened via Poly resellers.

 

This is how I understand this and not the official opinion of my employer.

 

Best regards

 

Steffen Baier

----------------
The title Polycom 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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

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

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 9 of 42
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Polycom Employee & Community Manager

Re: CCX 400 and 6.2.21.1198 upgrade failure via TAP

Hello @Sarat  and @Scratchy 

 

can you share your Microsoft Ticket reference so we can link this together?

 

Best regards

 

Steffen Baier

----------------
The title Polycom 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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

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

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 10 of 42