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VTX 1000 Fails to flash firmware, unit in recovery mode..

human1137
Occasional Visitor

VTX 1000 Fails to flash firmware, unit in recovery mode..

Greetings,

 

I was upgrading a VTX 1000 via the 866 number (No other VTX 1000's here to connect to),  it downloaded ok, started upgrade..  said something about a flash write error,  and froze.    This required a power cycle,  leaving it without firmware now.

 

it's currently sitting at:

 

"Enabling Serial Port Clock -  Ready to receive image 8 byte hdr"

 

The internet fails to mention a single thread regarding a recovery procedure for a VTX 1000.  As far as I can find, Polycom doesn't have an image available on the website or FTP server to manually upload to the VTX 1000.

 

Question 1:  Where can I get the image

 

Question 2: What is its recovery protocol,  Xmodem?      With a Cisco style console cable into the other RJ45 port next to the voice/power port?

 

 

Message 1 of 13
12 REPLIES 12
SteffenBaierUK
Polycom Employee & Community Manager

Re: VTX 1000 Fails to flash firmware, unit in recovery mode..

Hello human1137,

 

welcome to the Polycom Community.

 

Could you confirm that you have used the 1-866-4711-121 Number?

 

What Software Version did your VTX have installed before?

 

The Error Message is just a confirmation that the Unit is in a Recovery Mode and only Polycom Support would be able to deal with this Unit.

 

I can only suggest that you contact Polycom via your Reseller if the Unit is still within warranty.

 

Best Regards

 

Steffen Baier

 

Polycom Global Services

----------------
The title Poly 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 13
human1137
Occasional Visitor

Re: VTX 1000 Fails to flash firmware, unit in recovery mode..

I'm not entirely sure what version it had on prior.  I did use that 866 number after going onto the support site and inputting my serial number, it gave me that same number to dial.

 

I'll have to find out if this specific unit is still under warranty, even if it's not, it'd be pretty unfortunate for Polycom to not give people old software when the unit clearly has a software issue that just requires loading on a new image, that we're already entitled to.

Message 3 of 13
SteffenBaierUK
Polycom Employee & Community Manager

Re: VTX 1000 Fails to flash firmware, unit in recovery mode..

Hello human1137,

 

I am unsure what happened whilst you were upgrading the unit but you should be able to work with your Reseller/Polycom Support to solve this issue somehow.

 

You are entitled to the Software via the online upgrade facility that you used but I am not aware of a similar issue in the field that caused the unit to fail.

 

What you cannot do is locally recover the unit as special equipment is needed.

 

Best Regards

 

Steffen Baier

 

Polycom Global Services

----------------
The title Poly 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 13
dgillon
Occasional Visitor

Re: VTX 1000 Fails to flash firmware, unit in recovery mode..

This phone number is no longer working.  The site to put my serial number and get an updated phone number is broken.  Is this  still active?  What are my other options for updating firmware?  I have an issue with "Auto Gain Control" and the lastest firmware will let me cut that off.

 

Thanks,
Dana

 

Message 5 of 13
SteffenBaierUK
Polycom Employee & Community Manager

Re: VTX 1000 Fails to flash firmware, unit in recovery mode..

Hello Dana

welcome to the Polycom Community.

What country / area are you attempting to dial?


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 Poly 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 6 of 13
tsen
Occasional Visitor

Re: VTX 1000 Fails to flash firmware, unit in recovery mode..

Hi,

 

i have the same problems like Dana. The phonenumber does not work (i can connect, but get 0 bytes) and the updatesite, where i have to enter the serial number, seems to be broken. Where can i get a firmwareupdate for the SoundStation VTX 1000 (actual i have the 01.11.000 firmware)

Message 7 of 13
SteffenBaierUK
Polycom Employee & Community Manager

Re: VTX 1000 Fails to flash firmware, unit in recovery mode..

Hello tsen,


welcome to the Polycom Community.

What country / area are you attempting to dial?

Are you using a analog line provided from a Network Provider like AT&T or BT ?

 

Best Regards

 

Steffen Baier

----------------
The title Poly 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 8 of 13
tsen
Occasional Visitor

Re: VTX 1000 Fails to flash firmware, unit in recovery mode..

Hello,

 

i want to dial in from germany. The only phonenumber i found is the 1-866-4711-121. The VTX 1000 is connected analog to an siemens telephone system. Our Network Provider is the German Telekom.

 

Best Regards,

 

tsen

Message 9 of 13
SteffenBaierUK
Polycom Employee & Community Manager

Re: VTX 1000 Fails to flash firmware, unit in recovery mode..

Hello Tsen, as long as no ATA adapter or any other compression or even least cost routing / call by call is used please attempt our european number in the UK: +441753 72 31 77 Best regards Steffen Baier
----------------
The title Poly 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 10 of 13