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FW 5.5.0 on VVX500 results in auto FW rollback

SOLVED
jbanh88
Advisor

FW 5.5.0 on VVX500 results in auto FW rollback

We're having a strange issue upgrading our VVX500's to the latest beta FW 5.5.0.XXXX. After successfully update each of our handsets to the latest FW, the handset automatically reboots after 30min-1hr and rollsback to FW 5.4.1.17653.

 

Has anyone experienced this and how do we fix it? We really enjoy the look and feel of the latest 5.5.0.XXXX FW.

Message 1 of 6
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Accepted Solutions
SteffenBaierUK
Polycom Employee & Community Manager

Re: FW 5.5.0 on VVX500 results in auto FW rollback

Hello janh88,

welcome to the Polycom Community.

The community's Skype for Business FAQ and the Release notes contain this Information here:

 

Jun 15, 2016 Question:Can I use UC Software 5.5.0 for Lync or Skype for Business deployments?

Resolution:UC Software 5.5.0 has not been qualified by Microsoft to use in Lync or Skype for Business deployments. Polycom will not support UC Software 5.5.0 use in Lync or Skype for Business deployments.

 

If you are an official Beta tester you should work with the Beta team.


Apart from the fact that you are using an unsupported software version we are missing details on what server you are using as the Skype for Business or LYNC server have the ability to upgrade / downgrade software just like for the CX phones.


Again the FAQ or the relevant Admin Guides contain information on this:

 

Feb 02, 2016 Question:How can I prevent a Polycom VVX Business Media Phone to be downgraded / upgraded automatically via Skype for Business and/or Office365?

Resolution:Download, unpack and import the attached lyncDeviceUpdateEnabledOFF.zip


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

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

View solution in original post

Message 2 of 6
5 REPLIES 5
SteffenBaierUK
Polycom Employee & Community Manager

Re: FW 5.5.0 on VVX500 results in auto FW rollback

Hello janh88,

welcome to the Polycom Community.

The community's Skype for Business FAQ and the Release notes contain this Information here:

 

Jun 15, 2016 Question:Can I use UC Software 5.5.0 for Lync or Skype for Business deployments?

Resolution:UC Software 5.5.0 has not been qualified by Microsoft to use in Lync or Skype for Business deployments. Polycom will not support UC Software 5.5.0 use in Lync or Skype for Business deployments.

 

If you are an official Beta tester you should work with the Beta team.


Apart from the fact that you are using an unsupported software version we are missing details on what server you are using as the Skype for Business or LYNC server have the ability to upgrade / downgrade software just like for the CX phones.


Again the FAQ or the relevant Admin Guides contain information on this:

 

Feb 02, 2016 Question:How can I prevent a Polycom VVX Business Media Phone to be downgraded / upgraded automatically via Skype for Business and/or Office365?

Resolution:Download, unpack and import the attached lyncDeviceUpdateEnabledOFF.zip


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

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

View solution in original post

Message 2 of 6
jbanh88
Advisor

Re: FW 5.5.0 on VVX500 results in auto FW rollback

Hello Steffen,

 

To answer your question, the host to our Skype for Business VOIP service is Microsoft Office 365. How would we acquire the lyncDeviceUpdateEnabledOFF.zip to prevent an automatic downgrade? Would the solution you've provided work in our case?

 

Thank you,

Jon

Message 3 of 6
SteffenBaierUK
Polycom Employee & Community Manager

Re: FW 5.5.0 on VVX500 results in auto FW rollback

Hello janh88,


simply check the relevant FAQ posted in this community. Details are in my signature or simply in the community.

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

----------------
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 4 of 6
jbanh88
Advisor

Re: FW 5.5.0 on VVX500 results in auto FW rollback

Hello Steffen,

 

After importing the lyncDeviceUpdateEnabledOFF.cfg as per the FAQ instructions. My phone still rolls back to the previously stated firmware. Again, I upgraded to the 5.5.0.XXXXX firmware and imported the lyncDeviceUpdateEnabledOFF.cfg. After a little bit of digging, I found that after importing the .CFG, the settings within the .CFG were not being updated on the phone. All the configuration settings remained the same even after importing the .CFG and rebooting the phone.

 

The process I took to import the configuration was via VVX500 web portal > Utilities > Import and Export Configurations

 

Would you happen to know why the import is not changing the phones configuration?

Message 5 of 6
SteffenBaierUK
Polycom Employee & Community Manager

Re: FW 5.5.0 on VVX500 results in auto FW rollback

Hello janh88,


this is a catch 22 as you are using an unsupported software.

 

  • If you export your configuration can you see the imported changes?
  • Have you downgraded to a supported version and does the same issue occur?

Once you downgrade to a supported version and the same issue occurs please open a support ticket.


In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you. In case this is some sort of an Internet discounter please post your phone's MAC address so I can look up who would be able to support you.

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

----------------
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 6 of 6