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VVX500 won't auto update firmware after rollback and retry

JakeJ
Occasional Contributor

VVX500 won't auto update firmware after rollback and retry

We are updating the firmware using the SFB server updating.

1)  We pushed the 5.5.1.11526 firmware to the phones and discovered an issue with the Vociemail button.

2)  We rolled all of them back to 5.4.5.6770

3)  All of the VVX500 phones are at 5.4.5.6770 now.

4)  We want to test some more with the 5.5.1.11526 firmware as the new features are nice.

5)  We have added the MAC addresses of the test phones into the SFB Clients Test device section.

6)  The new firmware shows as Pending version in the SFB Console and the files are in the WebServices\ DeviceUpdateStore.

 

I see the phones checking in on the Deviceupdatelogs showing their 5.4.5.6770 versions.  I do NOT see and GET /requesthandler in the IIS logs.

I have looked thru the actual phone diagnostic logs from the web gui but am not familiar enough with them to know what is missing or not.

I did a factory reset on one and still no luck.

 

Any ideas on how to get the updating working again?  (I'd prefer not to have to put in a separate provisioning server.)

Message 1 of 5
4 REPLIES 4
SteffenBaierUK
Polycom Employee & Community Manager

Re: VVX500 won't auto update firmware after rollback and retry

Hello JakeJ,

welcome back to the Polycom Community.

Did you ever solve your old issue => here <=

 

For your new issue please post a backup:

 

Utilities > Phone Backup & Restore > Export Phone Backup File > Phone Backup


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. 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
Message 2 of 5
JakeJ
Occasional Contributor

Re: VVX500 won't auto update firmware after rollback and retry

BU file attached with company and user names masked for security purposes.

SteffenBaierUK
Polycom Employee & Community Manager

Re: VVX500 won't auto update firmware after rollback and retry

Hello JakeJ,

I checked your configuration and you do have

 

		device.prov.lyncDeviceUpdateEnabled.set="1"
		device.prov.lyncDeviceUpdateEnabled="1"

so the phone should connect to Skype for Business and download the firmware.

 

The next step would be to contact SCANSOURCE COMMUNICATIONS as they sold the phone back in 16/12/2015 and open a Pay Per Incident ticket with Polycom as the unit is out of warranty.

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. 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
Message 4 of 5
JoeNaxion
Advisor

Re: VVX500 won't auto update firmware after rollback and retry

I was really struggling getting test VVX devices to see firmware updates. Just last week I finally hit upon a way that works in my environment (Lync 2013). The key for me was

  1. use site devices, not global 
  2. use all lower case MAC addresses with no colons or spaces.

Once I tried this combination, test devices started chirping about new firmware available.

Message 5 of 5