VVX411 constantly rebooting

[ifletcher]

Hi, i have a brand new VVX 411 to trial Skype for Business, all was good, but i tried to update the software from the browser, now the phone is in a permanent cycle & i can resolve it, it goes through the below, i have tried 0,1 & 3 on start up this does nothing, 1,3 & 5 gets me to the setup screen but again it goes back to the sequence below - please help

polycom splash screen

welcome - countdown to auto reboot

waiting for network to initilise / setup / about

error application is not present 

rebooting

thats another complete cycle!

[SteffenBaierUK]

Hello @ifletcher,

welcome to the Polycom Community.

Both the community's Must Read First and the community's FAQ reference the basic minimum information a new or follow up post should contain.

This ensures the questions having to be asked are limited and any new or follow up post contains the right amount of details to ensure any voluntary participant within the community does not spend additional time chasing basic information.

As a reminder the basic information asked for:

• Provide the exact Software Version of your Phone
• Provide the Phone Model
• Provide the Call Platform (aka openSIP,Skype for Business Online, Skype for Business on Premise, Lync)
• Additional Polycom Infrastructure (RPRM,PDMS or BToE)
• If applicable provide a backup of the phone in question

UC Software 4.0.0 or later via the Web Interface Utilities > Phone Backup & Restore > Phone Backup > Phone Backup

• If possible provide a Log and either attach them or use the Code Tag.Consult the Troubleshooting Section found within the FAQ if applicable
• If possible provide the MAC Address or Serial of the device
• Provide details if the issue is a day 1 issue or only happened after an upgrade or any other relevant details

Whilst providing some of these details may not directly impact any possible answer the community can provide, it does enable Polycom to have an overview of the current software used. In addition providing all details at the same time allow us to check logs or look up a potential support partners if an issue needs to come into support. It also enables us to verify the entitlement for using features.

Please ensure you always check the FAQ's and/or utilize the community search before posting any new topics or follow up post’s.

Sep 27, 2012 Question: I get the message “Error application not present / found” on my phones screen

Resolution: Please check => here <= or => here <=

A error in your network must have caused the phone to not be able to download the complete update and therefore it is in this state now.

Simply follow the FAQ

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

[ifletcher]

re the handset, i can't view what software it is, so can comment, but there was about 3 newer versions of software to upgrade to if this helps.

your article refers to a provisioning server please explain i don't have one to my knowledge, is there one i can use to install the software?

[SteffenBaierUK]

Hello @ifletcher,

both linked post lead to this article

Oct 7, 2011 Question: How can I setup my Phone / Provisioning / Download / Upgrade / Update / Downgrade Software?
Resolution: Please check => here <=

Best Regards

Steffen Baier

Polycom Global Services

[ifletcher]

Thanks, but this is a very long & confusing set of instructions, are you saying this is the only way i can bring the handset back to life? 

i cant use the browser options 1 & 2 as the phone constantly reboots

option 3 ?

Option 4 i can get to, but what do i enter?

cant the phone just reset back to factory defaults & forget the software upgrade?

[SteffenBaierUK]

Hello @ifletcher,

as stated by you the phone displays: 

• error application is not present 

The above means the software was deleted and there is no way to factory reset anything as the software was deleted.

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

[ifletcher]

ok, is there an easy way of re-installing the software for me?

[SteffenBaierUK]

Hello @ifletcher,

the easy way is to install a local provisioning server as outlined in the quoted FAQ

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

[oslinux]

If you are unable to setup a provisioning server you may be able to contact your provider and see if they have a provisioning server to use.

I have a provisioning server setup that I use to setup test phones. If you like you can use my server to install the latest software to your phone. this will install 5.8.2 and point your phone to Polycoms ZTP server once complete. You will need to reconfigure your phone after the app is installed.

You will need to go into Setup > Provisioning Server and use the following info.

Note Server User, Server Password and Upgrade Server should be blank. The rest of the settings do not need to be changed.

Server Type: HTTP

Server Address: fw.oslinux.xyz

Server User:

Server Password:

Upgrade Server:

ZTP: Disabled

[ifletcher]

Thanks for all your help, i have returned the handset & replaced it witha a VVX500, however i now get a failure at the Skype for business login, we used the web login, went to website, entered the code & 365 details & everything was ok, but the phone shows logging in for about 2-3 mins then says failed - any ideas?