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How to stop an auto-upgrade and downgrade loop

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Regular Visitor

How to stop an auto-upgrade and downgrade loop

How can I stop my phones from going through a constant downgrade and upgrade cycle please?

 

I have a local FTP server where the phones boot from and get their firmware (5.4.4) but after they have completed their provisioning they sometimes auto downgrade to the version hosted on the Polycom website (5.4.1) where they point to by default.  When they boot again they go through the same upgrade downgrade cyle.

 

How can I make it so they only use the local FTP server to check for their version please?

 

 

Message 1 of 4
3 REPLIES 3
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Polycom Employee & Community Manager

Re: How to stop an auto-upgrade and downgrade loop

Hello GMCR,

welcome to the Polycom Community.

The community's Skype for Business FAQ contains this post here:

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

 

Simply look up the FAQ and download, Unzip and Import the attached.


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

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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 4
Highlighted
Regular Visitor

Re: How to stop an auto-upgrade and downgrade loop

Thanks for offering this solution Steffen.  It does not appear to have solved my problem however.  I am still finding the phones will go through the downgrade/upgrade cycle spontaneously.   When I look at the Software Upgrade section of a phone config I would expect the Server Type to not be set to "Polycom" (see attached pic).  Can it be set to 'Custom Server" with the IP address of my FTP server?

 

If so, can you give me the parameter to set that please?

 

Thank You.

 

Highlighted
Polycom Employee & Community Manager

Re: How to stop an auto-upgrade and downgrade loop

Hello GMCR,

This is not causing the issue as you would need to check for update on this screen and then select the version to download.

 

I would suggest to raise this with your reseller.


In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you.

If 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 4 of 4