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Can't upgrade polycom trio 8800

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Occasional Contributor

Can't upgrade polycom trio 8800

0902020202|lic  |*|00|Checking license expiry in 86402 seconds
0902093415|cfg  |4|00|Web|[cfgSaProcessRequestC] Failed to download language file from provisioning server, request path Website_dictionary_language_pl-pl.xml
0902093415|utilm|4|00|uBLFCompressed: File /data/polycom/ffs0/languages/Website_dictionary_language_pl-pl.xml.zzz does not exist or is empty
0902093415|cfg  |4|00|Web|[cfgSaProcessRequestC] Website_dictionary_language_pl-pl.xml Language file doesn't exist in cache
0902093440|cfg  |*|00|Prov|Starting to provision
0902093440|cfg  |*|00|Prov|Starting to update 
0902093441|cfg  |*|00|Prov|Updating the Application
0902093441|cfg  |4|00|Starting software update file transfer at intermediate speed and lower priority
0902093441|sig  |*|00|Initial log entry. Current logging level 3
0902093441|sig  |3|00|hwSigParseHeader: found key Sig_7.

Hello,

I can't  do a remote upgrade. Log is above.

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

Re: Can't upgrade polycom trio 8800

Hello @User13 ,

Welcome back to the Poly community.

Some or a couple of your old post(s) or reply(s) to them => here <= are still open/pending as you have not marked these as "Accept as a solution" or at least provide some form of feedback or answer.

If they are in this state nobody finding them via a community search will know if an answer or advice provided was useful and has maybe helped you.

Could you therefore kindly go over them and mark or answer as appropriate?

If they are marked as "Accept as a solution" other users can find these easier and it helps them to utilise the community more efficiently. Please do not simply mark them without any type of feedback.

 

For your new issue it would be of interest:

 

  • Is this a day one issue or only recently occurred?
  • What error do you get?
  • Do you have a full log?
  • What software version are you on and what software do you want to upgrade to?

 

Please ensure you update your older posts with a meaningful update prior to answering this post as we may not answer your new post prior to this happening.


Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

----------------
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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

----------------

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
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Occasional Contributor

Re: Can't upgrade polycom trio 8800

How can i accept something as sollution when the problem isn't solved? Why You answer to the topic and comment another topic? Where is logic?

I have  problem with AUTO UPDATE via website on the polycom TRIO 8800. So please answer to this related problem, not to my another - which also they are not solved.

 

  • Is this a day one issue or only recently occurred?
    The problem exist on all our Polycom devices. With the latest firmware version. 5.9.4
  • What error do you get?

 

0902112339|cfg |4|00|RT|cfgFlashReadAnyConfigFromParam: Could not find parameter 192
0902112339|apps |5|00|cfgParamAndroidFlashConfigSet: Could not read value for Settings.Secure.QS_TILES​

 

  • Do you have a full log?
    which file You need?
  • What software version are you on and what software do you want to upgrade to?
    Current software version 5.9.4 want to upgrade to 5.9.5
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Message 3 of 5
Highlighted
Polycom Employee & Community Manager

Re: Can't upgrade polycom trio 8800

Hello @User13 

 

your other post >here< was answered on the 22.05.2020. Since then aka over 3 months ago you did not comment or provide any other details so we have to assume the reply fixed the issue. 

 

For this post >here< and your new post most likely needs to be looked at support.

 

Your Studio post >here< also never received an update, for example, an RMA of the hardware addressed your issue.

 

Leaving posts in a state like this does not help anybody and does not really encourage other members to look at any new posts either.


In order to raise a support ticket, you need to work with your Poly reseller as they may need to do this for you.

End Customers are usually unable to open a ticket directly with Poly support. Available End User Poly services offerings are detailed here

If this is some sort of an Internet discounter providing your MAC address or your Poly devices serial will enable us to look up who would be able to support you. This may not be who you purchased the Poly device from.

If the unit is no longer within the warranty please be prepared to Pay Per Incident / PPI. This is all outlined in detail here


Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

----------------
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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

----------------

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
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Re: Can't upgrade polycom trio 8800

Here are some basic trouble shooting steps I go through when a phone is driving me crazy.

1. Confirm the network connection, make sure the IP is reachable and you can log into the web interface

2. Make sure your phone can access the Internet

3. Make sure you have a DNS server defined on the phone

4. Make sure you have a default gateway defined and correct subnet.

5. Try doing incremental upgrades, if there are a lot of versions between the version you are on and the latest version, just try the next version before trying to jump to the latest.

6. Just wait, if you clicked on Install from the web interface, I have seen Trios take upwards of 30-40 minutes before they actually reboot and do the upgrade. I'm not sure what they are doing, but sometime it just seems to take a long time and it seems like the upgrade has failed.

7. Upgrade from a local server, you can setup a local FTP server on a laptop using Filezilla and point your phone to your own local copy of the upgrade image. This can be tricky if you haven't done it before but it rules out networking or firewall issues preventing the upgrade.

 

Hope some of that helps!

 

 

Michael J. Levesque, PCVE
Resolve Collaboration Services Corp.
Message 5 of 5