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VVX 411 Update Bricked Phone

SOLVED
jrebele
Occasional Advisor

VVX 411 Update Bricked Phone

Folks,

 

I have a very serious issue with the Polycom VVX411. I went into the web configuration to update the firmware. I did the search for new firmware off the Polycom server. It found the latest firmware v5.8 version C. I clicked the install and now the phone is in a constant firmware upgrade cycle. The error I get is during the "Downloading new Updater". I get the following error:

 

Cannot download

64167F316930.cfg

using existing configuration

 

The phone then reboots and starts all over again. This is the second time that this has happened to me. The first phone I shipped back to the vendor. 

 

This seems to be a serious problem with the Polycom VVX411 update software. Has anyone else experienced this issue and if so, how did you resolve?

 

Thanks in advance for any help!

Joe

Message 1 of 5
1 ACCEPTED SOLUTION

Accepted Solutions
jrebele
Occasional Advisor

Re: VVX 411 Update Bricked Phone

Steffen,

 

Thanks for the recommendation. Can you share with me what needs to be open on my network so the phone can update?

 

Thanks,

Joe

View solution in original post

Message 3 of 5
4 REPLIES 4
SteffenBaierUK
Polycom Employee & Community Manager

Re: VVX 411 Update Bricked Phone

Hello @jrebele,

welcome to the Polycom Community.

 

For some unknown reason something in your network is preventing the phone to fully download the update causing the phone to be in the state it is now.

 

You simply need to provision it using a local server.


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 <=

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 2 of 5
jrebele
Occasional Advisor

Re: VVX 411 Update Bricked Phone

Steffen,

 

Thanks for the recommendation. Can you share with me what needs to be open on my network so the phone can update?

 

Thanks,

Joe

View solution in original post

Message 3 of 5
SteffenBaierUK
Polycom Employee & Community Manager

Re: VVX 411 Update Bricked Phone

Hello @jrebele,

It should be port 80 for HTTP or 443 HTTPS

 

It could also be this:

 

Apr 21, 2015 Question: Unable to upgrade the Phone via the built in Software Upgrade Web Interface utility

Resolution: This was a bug and was addressed.Please setup a local provisioning server as shown => here <=. Check the release notes for VOIP-97822 and was fixed in 5.5.2 or 5.3.1 or later.

 

 

or

 

Apr 21, 2015 Question: Unable to upgrade the Phone when using a VLAN

Resolution: This was a bug and was addressed.Please setup a local provisioning server in the native VLAN as shown => here <=. Check the release notes for VOIP-100191 

and was fixed in 5.2.3,5.3.1 or later.

 

We do not know what software the phone had before you started.


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 5
jrebele
Occasional Advisor

Re: VVX 411 Update Bricked Phone

Folks,

 

What I ended up doing was returning this phone to Amazon for replacement. I did not have the skills or the ability to setup a server. Amazon took the phone back and provided a replacement. When the replacement arrived, I was able to update to the latest version of Polycom software without any issue.

Thanks,

Joe

Message 5 of 5