OK, this CX5500 is becoming a real issue. We deploy these globally and there doesn't seem to be a reliable way of remotely updating the software on them, pretty poor stuff really.
This is where we are at ->
-> CX5500 with v1.1.2.1.4
-> Custom server address is updated with the correct URL
-> Click update now on the web gui and the phone accesses "millenium/info.txt"
---- FTP server output
PASS ***** 230 fake user logged in TYPE I 200 Type set to I PORT xxx,xxx,xxx,xxx,145,46 200 PORT command successful RETR /EMEA/xxxx/millennium/info.txt 150 Opening BINARY mode data connection
-> Phone displays the message "A file error occured during the software download process. The software update will be cancelled. Contact your administrator for assistance".
-> phone reboots.
Things I've tried -
-> factory reset, then settings -> basic -> update configuration, check configuration file for all settings, same result
-> factory reset, check configuration file for all settings, same result
-> provisioning to the CX5500 works, check by changing timezone etc.
-> ftp server is fine upgrading vvx600, vvx410 and provisiong them as well
I sure wish I could say I had an answer to this, but I do not. I am having the exact same issue. Phone displays A file error occured during the software download process. I checked IIS logs and see this:
GET /millennium/info.txt - 80 GET /millennium/platform/current/release.sig - 80 GET /millennium/platform/current/release.txt - 80
All of these requests get 200 "ok" so really wondering what file it is trying to find. Has anyone succesfully provisioned a firmware update of their CX5500 with an internal Custom Server?
Is there a module log level I can turn up to see what the phone is trying to access during an update? If so, which one?
Hello RonR,
The logs for this are gathered via a USB stick and once unzipped are within the messages files.
A good info would be what the currently installed software version is and what are you trying to upgrade to?
For example a log from an attempt to downgrade (which is currently not supported):
2015-02-26 11:00:00 ERROR logcat: hd[0]: SoftwarePackageRepository(661): looking at platform 2015-02-26 11:00:00 DEBUG logcat: hd[0]: SoftwarePackageRepository(661): Version=1.1.2.1 for repo @ /data/local/repo/ 2015-02-26 11:00:00 DEBUG logcat: hd[0]: SoftwarePackageRepository(661): Version=1.1.2.0 for repo @ ftp://1:1@10.252.149.106 2015-02-26 11:00:00 DEBUG logcat: hd[0]: SU_VERSION_UTIL(661): [0] : 1 <?> 1 2015-02-26 11:00:00 DEBUG logcat: hd[0]: SU_VERSION_UTIL(661): [1] : 1 <?> 1 2015-02-26 11:00:00 DEBUG logcat: hd[0]: SU_VERSION_UTIL(661): [2] : 2 <?> 2 2015-02-26 11:00:00 DEBUG logcat: hd[0]: SU_VERSION_UTIL(661): [3] : 0 <?> 1 2015-02-26 11:00:00 DEBUG logcat: hd[0]: SoftwarePackageRepository(661): current REL_INFO_VER older! 1.1.2.1>1.1.2.0 2015-02-26 11:00:00 WARNING logcat: hd[0]: SoftupdateEntryPoint(661): No update available 2015-02-26 11:00:00 ERROR logcat: hd[0]: SoftupdateService(661): Softupdate got version 1.1.2.0-32157, result=1 2015-02-26 11:00:00 INFO logcat: hd[0]: SU_Scheduler:SoftupdateAdapter(693): (1) update nor required 2015-02-26 11:00:00 DEBUG logcat: hd[0]: SU_Scheduler:SoftupdateAdapter(693): checkUpdate from ftp://1:1@10.252.149.106: NOT_REQUIRED
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
Hi, the CX5500 is currently running 1.1.2.1.4 and I am trying to upgrade to 1.1.3
Need a bit more guidance. Do I plug in a usb stick and then the logs are automatically written to the stick when the update attempts?
Hello RonR,
plugging in a USB stick will shortly after start writing the current and older logs.
If you have tried the upgrade process prior to this the log will contain the action. The log writing process will not continue if the USB stick stays plugged into the unit.
Unplugging and replugging will write the new logs.
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
Hi, do you have any news about the problem?
I'm attempting to upgrade CX5500 but it doesn't work.
The device reads the info.txt file hosted on internal FTP but doesn't continue the update process.
Thanks.
Hello Enrico,
welcome to the Polycom Community.
Rather than me to copy & paste simply have a look at my reply => here <=
Could you kindly at least state the Version you are currently running and also the Version you are trying to upgrade to?
As already replied plugging in a USB stick will shortly after start writing the current and older logs.
You can then compare the Log output with the similar output I already posted.
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
Hi,
I see these errors in the logs:
2015-12-23 09:29:20 DEBUG logcat: hd[0]: SU_UTIL(768): writing SOFTUPDATE_BEGIN_NORMAL to softupdate.dat 2015-12-23 09:29:20 INFO logcat: hd[0]: SU_UTIL(768): dir /sdcard/.softupdateexists 2015-12-23 09:29:20 INFO logcat: hd[0]: SU_UTIL(768): file /sdcard/.softupdate/softupdate.dat created 2015-12-23 09:29:20 DEBUG logcat: hd[0]: SU_UTIL(768): writing ftp://PlcmSpIp:PlcmSpIp@10.254.68.154/CX5500/Prod to softupdateuri.dat 2015-12-23 09:29:20 INFO logcat: hd[0]: SU_UTIL(768): dir /sdcard/.softupdateexists 2015-12-23 09:29:20 INFO logcat: hd[0]: SU_UTIL(768): file /sdcard/.softupdate/softupdateuri.dat created 2015-12-23 09:29:20 DEBUG logcat: hd[0]: SoftupdateApplication(768): get current mode = 0 2015-12-23 09:29:20 DEBUG logcat: hd[0]: SoftupdateEntryPoint(768): re-init the remote repo object with URI ftp://PlcmSpIp:PlcmSpIp@10.254.68.154/CX5500/Prod 2015-12-23 09:29:20 DEBUG logcat: hd[0]: SoftupdateEntryPoint(768): checking remote @ ftp://PlcmSpIp:PlcmSpIp@10.254.68.154/CX5500/Prod; /CX5500/Prod 2015-12-23 09:29:20 INFO logcat: hd[0]: HttpSoftwarePackageRepository(768): Configured with the following URL: ftp://PlcmSpIp:PlcmSpIp@10.254.68.154/CX5500/Prod/ 2015-12-23 09:29:20 INFO logcat: hd[0]: HttpSoftwarePackageRepository(768): try to get file ftp://PlcmSpIp:PlcmSpIp@10.254.68.154/CX5500/Prod/millennium/info.txt 2015-12-23 09:29:20 DEBUG logcat: hd[0]: dalvikvm(874): GC_CONCURRENT freed 34K, 4% free 6672K/6919K, paused 2ms+6ms 2015-12-23 09:29:20 DEBUG logcat: hd[0]: UpdateActivity(874): Content view updated to logo true 2015-12-23 09:29:20 ERROR logcat: hd[0]: Softudpate:ResourceUtil(874): Softupdate project requires resource named 'MILLENNIUM' of type 'string' but it can not be found within the resources 2015-12-23 09:29:21 INFO logcat: hd[0]: ActivityManager(341): Displayed polycom.softupdate/.UpdateActivity: +1s230ms 2015-12-23 09:29:21 DEBUG logcat: hd[0]: StatusViewManager(874): got status 14 2015-12-23 09:29:21 DEBUG logcat: hd[0]: UpdateActivity(874): Content view updated to progress layout true 2015-12-23 09:29:21 DEBUG logcat: hd[0]: UpdateActivity(874): Content view updated to logo true 2015-12-23 09:29:21 ERROR logcat: hd[0]: Softudpate:ResourceUtil(874): Softupdate project requires resource named 'MILLENNIUM' of type 'string' but it can not be found within the resources 2015-12-23 09:29:21 INFO logcat: hd[0]: Qt JAVA(532): surfaceDestroyed 2015-12-23 09:29:21 ERROR logcat: hd[0]: SoftwarePackageRepository(768): Unable to connect to server: Unable to retrieve file: 125 2015-12-23 09:29:21 ERROR logcat: hd[0]: SoftwarePackageRepository(768): in = null 2015-12-23 09:29:21 INFO logcat: hd[0]: HttpSoftwarePackageRepository(768): No software repository found at ftp://PlcmSpIp:PlcmSpIp@10.254.68.154/CX5500/Prod/ 2015-12-23 09:29:21 ERROR logcat: hd[0]: SoftwarePackageRepository(768): No repository found at ftp://PlcmSpIp:PlcmSpIp@10.254.68.154/CX5500/Prod/ 2015-12-23 09:29:21 ERROR logcat: hd[0]: SoftupdateEntryPoint(768): Failed to init Repo! Error: No repository found at ftp://PlcmSpIp:PlcmSpIp@10.254.68.154/CX5500/Prod/(ERR_REPO_NOT_FOUND) 2015-12-23 09:29:21 ERROR logcat: hd[0]: SoftupdateService(768): error downloading metadata 2015-12-23 09:29:21 DEBUG logcat: hd[0]: SoftupdateApplication(768): setUpdateResult 3 2015-12-23 09:29:21 INFO logcat: hd[0]: SoftupdateService(768): clean up!
Hello Enrico,
The error message is quite clear:
2015-12-23 09:29:21 ERROR logcat: hd[0]: SoftwarePackageRepository(768): Unable to connect to server: Unable to retrieve file: 125 2015-12-23 09:29:21 ERROR logcat: hd[0]: SoftwarePackageRepository(768): in = null 2015-12-23 09:29:21 INFO logcat: hd[0]: HttpSoftwarePackageRepository(768): No software repository found at ftp://PlcmSpIp:PlcmSpIp@10.254.68.154/CX5500/Prod/ 2015-12-23 09:29:21 ERROR logcat: hd[0]: SoftwarePackageRepository(768): No repository found at ftp://PlcmSpIp:PlcmSpIp@10.254.68.154/CX5500/Prod/ 2015-12-23 09:29:21 ERROR logcat: hd[0]: SoftupdateEntryPoint(768): Failed to init Repo! Error: No repository found at ftp://PlcmSpIp:PlcmSpIp@10.254.68.154/CX5500/Prod/(ERR_REPO_NOT_FOUND)
A FTP Server hosting that CX5500 Software would be expected to have a Directory called Millennium inside.
Within this directory you would normally find:
C:\Users\username\Provisioning\CX5500\millennium>dir Volume in drive C is OSDisk Volume Serial Number is 8034-DD1C Directory of C:\Users\usernamer\Provisioning\CX5500\millennium 04/08/2015 11:43 <DIR> . 04/08/2015 11:43 <DIR> .. 24/07/2015 11:30 842 geninfo.bat 24/07/2015 11:30 635 geninfo.sh 24/07/2015 11:30 9 info.txt 04/08/2015 11:43 <DIR> platform 04/08/2015 11:43 <DIR> pool 3 File(s) 1,486 bytes
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
Hello,
the folder millennium exists, these are FTP logs and folder content:
FTP logs:
2015-12-23 09:29:21 10.10.80.59 PlcmSpIp 10.254.68.154 21 RETR /CX5500/Prod/millennium/info.txt 226 0 0 de064e31-a23b-4a47-a2f3-35bcd7235d20 /CX5500/Prod/millennium/info.txt
2015-12-23 09:31:28 10.10.80.59 PlcmSpIp 10.254.68.154 21 ControlChannelClosed - - 258 0 de064e31-a23b-4a47-a2f3-35bcd7235d20 -
FOLDER:
C:\PolycomVVXConf\CX5500\Prod\millennium>dir
Volume in drive C has no label.
Volume Serial Number is A837-98F9
Directory of C:\PolycomVVXConf\CX5500\Prod\millennium
12/23/2015 10:20 AM <DIR> .
12/23/2015 10:20 AM <DIR> ..
10/24/2015 06:56 AM 842 geninfo.bat
10/24/2015 06:56 AM 635 geninfo.sh
12/23/2015 10:20 AM 10 info.txt
12/23/2015 10:19 AM <DIR> platform
11/03/2015 10:41 AM <DIR> pool
3 File(s) 1,487 bytes
4 Dir(s) 95,660,433,408 bytes free