Bad BootBlock?

[Anonymous]

My Soundpoint IP 331 will not boot. During the boot process, It says "application not found" and then reboots. I do have a working TFTP server and have provisioned several other phones using it, but no matter which BootRom or UC Software I place, in the folder, I get the same message on the phone. I can tell that the phone successfully connects to the TFTP because it leaves a log file there when rebooting. I believe that the BootBlock is the cause of this problem. When going through the phone's menu, I have tried all the available reset options, but when I do the BootBlock re-flash, it tries 5 time and fails. Is there a way for me to reflash the BootBlock, assuming that is the issue, or is this phone simply bricked?  How do I get BootBlock software?

[SteffenBaierUK]

Hello Rift,

welcome to the Polycom Community.

The BootBlock is something a user would under normal circumstances never have to flash. 

The first question is what TFTP server are you actually using? I have seen TFTP Server issues in the past.

Have you tried a FTP server yet?

I suggest to use a FTP server and disable the firewall.

Ensure that you are using the same Software that was on the phone before as using for example the new UCS 4.0.4 if there was UCS 3.3.x or older installed prior also requires the Updater files.

This is all described in this FAQ post here:

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

If the above still fails you would need to raise a ticket via your Polycom reseller and/or Polycom support directly.

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

[Anonymous]

I am using Tftpd64 version 4.00 running on the Windows server which has been a great provisioning server for other phones.  I have successfully upgraded three phones using this server.  Previously I was using FTP on IIS7 on a Windows 2008R2 serrver.  I also had no problems there with other phones, but i have found TFTP nicer, because there is no need for login credentials.  This particular phone has given the same error connected to either server.

Unfortunetly, i bought this phone on ebay, so there is no official reseller involved, and the cost of repair would be more that getting a new phone so that option is out.  When the phone came to me it had an old software version on it and it would boot, so there is no warrenty issue to pursue with the ebay seller.  I first attempted to upgrade the Boot ROM.  After this, i could never get the phone to load its application.  i have tried every software version available, but to no avail.  In last effort, i went through all the reset options found on the phone, which include reflash bootblock.  Perhaps that was a mistake.  Here is a paste of the last attempt to add software in the log file... Does is give any indication of which software version is the right one to use?

000000.400|so   |3|01|Platform: Model=SoundPoint IP 331, Assembly=2345-12365-001 Rev=B Region=
000000.400|so   |3|01|Platform: Board=2345-12365-001 1 0
000000.400|so   |3|01|Platform: MAC=0004f2a5112f
000000.400|so   |3|01|Platform: BootBlock=3.0.2.0024 (12365-001) 30-Nov-10 14:56
000000.400|so   |3|01|Application, main: Label=Updater, Version=Azurite 5.0.3.1667 24-Aug-12 11:14
000000.400|so   |3|01|Application, main: P/N=3150-11069-503
000000.400|log  |*|01|Install file upload callback for 'Updater'

000000.405|app1 |*|01|Initial log entry. Current logging level 3
000000.420|cfg  |*|01|Initial log entry. Current logging level 2
000000.430|app1 |3|01|Application image is not present.
000000.435|dot1x|*|01|Initial log entry. Current logging level 3
000001.400|so   |3|01|Link status is Net up Speed 100 full Duplex, PC down.
000003.235|tls  |*|01|Initial log entry. Current logging level 4
000009.355|lldp |3|01|LLDP received a response from a switch. LLDP enabled.
1031133110|dns  |*|01|DNS resolver servers are '10.10.0.37' '10.10.0.36'
1031133110|dns  |*|01|DNS resolver search domain is 'rva.org'
1031133110|app1 |3|01|DNS resolver servers are '10.10.0.37' '10.10.0.36'
1031133110|app1 |3|01|DNS resolver search domain is 'rva.org'
1031133110|app1 |3|01|Bootline: esw(3,0)bootHost:flash e=10.10.1.159:fffffe00:92784:e h=10.10.0.50 g=10.10.0.1 u=**** pw=**** f=0xc0 tn=CircaIP
1031133127|app1 |3|01|Time has been set from 10.10.0.35 (10.10.0.35).
1031133127|app1 |3|01|   1383226287: 2013-10-31, 13:31:27, DST off
1031133127|app1 |3|01|DHCP returned result 0x387 from server 10.10.0.1.
1031133127|app1 |3|01|   Phone IP address is 10.10.1.159.
1031133127|app1 |3|01|   Subnet mask is 255.255.254.0.
1031133127|app1 |3|01|   Gateway address is 10.10.0.1.
1031133127|app1 |3|01|   DNS server is 10.10.0.37.
1031133127|app1 |3|01|   DNS alternate server is 10.10.0.36.
1031133127|app1 |3|01|   DNS domain is [removed for post].
1031133127|cfg  |*|01|Prov|Starting to update 10.10.0.50/2345-12365-001.sip.ld
1031133127|copy |3|01|'tftp://10.10.0.50/10.10.0.50/2345-12365-001.sip.ld' from '10.10.0.50'
1031133127|copy |3|01|Download of '10.10.0.50/2345-12365-001.sip.ld' FAILED on attempt 1 (addr 1 of 1)
1031133127|copy |*|01|Server '10.10.0.50' said '10.10.0.50/2345-12365-001.sip.ld' is not present
1031133127|cfg  |3|01|Could not get all 512 bytes of the header
1031133127|app1 |4|01|Error downloading 10.10.0.50/2345-12365-001.sip.l
1031133127|cfg  |*|01|Prov|Starting to update 10.10.0.50/sip.ld
1031133127|copy |3|01|'tftp://10.10.0.50/10.10.0.50/sip.ld' from '10.10.0.50'
1031133127|copy |3|01|Download of '10.10.0.50/sip.ld' FAILED on attempt 1 (addr 1 of 1)
1031133127|copy |*|01|Server '10.10.0.50' said '10.10.0.50/sip.ld' is not present
1031133127|cfg  |3|01|Could not get all 512 bytes of the header
1031133127|app1 |4|01|Error downloading 10.10.0.50/sip.ld
1031133127|copy |3|01|'tftp://10.10.0.50/0004f2a5112f.cfg' from '10.10.0.50'
1031133127|copy |3|01|Download of '0004f2a5112f.cfg' FAILED on attempt 1 (addr 1 of 1)
1031133127|copy |*|01|Server '10.10.0.50' said '0004f2a5112f.cfg' is not present
1031133127|copy |3|01|Update of '/ffs0/newinit.mac' failed, leaving local copy intact
1031133127|copy |3|01|'tftp://10.10.0.50/000000000000.cfg' from '10.10.0.50'
1031133127|copy |3|01|Download of '000000000000.cfg' succeeded on attempt 1 (addr 1 of 1)
1031133127|cfg  |4|01|Prov|Provisioning failed
1031133127|app1 |6|01|Error application is not present.
1031133127|app1 |6|01|Uploading boot log, time is THU OCT 31 13:31:28 2013

1031133127|cfg  |*|01|Prov|Finished updating configuration
1031133128|copy |3|01|'tftp://10.10.0.50/0004f2a5112f-boot.log' to '10.10.0.50'
1031133128|copy |3|01|Upload of '0004f2a5112f-boot.log' succeeded on attempt 1 (addr 1 of 1)
1031133133|app1 |5|01|Unknown provisioning state 43.
1031133133|app1 |3|01|Event: Multiple Key Combo 1
1031133133|app1 |6|01|Manual Reboot
1031133136|wdog |*|01|Watchdog Expired: tApp1

Several places in this log it states that the needed files aren't present.  They are present and the phone is connecting,because it ends by writing the above log file to the same folder that the files are in.

[SteffenBaierUK]

Hello Rift,

you already upgraded somehow to UCS 4.0.x or newer:

Label=Updater, Version=Azurite 5.0.3

You phone is unable to load:

1031133127|copy |3|01|'tftp://10.10.0.50/10.10.0.50/2345-12365-001.sip.ld' from '10.10.0.50'
1031133127|copy |3|01|Download of '10.10.0.50/2345-12365-001.sip.ld' FAILED on attempt 1 (addr 1 of 1)
1031133127|copy |*|01|Server '10.10.0.50' said '10.10.0.50/2345-12365-001.sip.ld' is not present
1031133127|cfg  |3|01|Could not get all 512 bytes of the header
1031133127|app1 |4|01|Error downloading 10.10.0.50/2345-12365-001.sip.l
1031133127|cfg  |*|01|Prov|Starting to update 10.10.0.50/sip.ld
1031133127|copy |3|01|'tftp://10.10.0.50/10.10.0.50/sip.ld' from '10.10.0.50'
1031133127|copy |3|01|Download of '10.10.0.50/sip.ld' FAILED on attempt 1 (addr 1 of 1)
1031133127|copy |*|01|Server '10.10.0.50' said '10.10.0.50/sip.ld' is not present
1031133127|cfg  |3|01|Could not get all 512 bytes of the header
1031133127|app1 |4|01|Error downloading 10.10.0.50/sip.ld

 It is unable to load either the sip.ld or the 2345-12365-001.sip.ld.

If you follow this post => here <=  describing the UCS 4.0.0 upgrade and include both the UC Software and the Upgrader the phone will boot.

The only reason a upgrade would fail is usually if you somehow have purchased a BETA hardware.

If above still fails in your setup and you are unwilling to proceed with the serivce ticket you raised with our support team in EMEA then there is not a lot more from my side that I could do.

Best Regards

Steffen Baier