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The HP Community is where owners of HP products, like you, volunteer to help each other find solutions.
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‎03-28-2018 02:52 PM

HP Recommended

The phone is currently on version 5.2.0.13744

We need to update the phone to the latest version (5.7.0.11768). However, no matter what version is selected in the software upgrade utility (Software available at Polycom Hosted server), the phone will not update. No errors are shown, the phone simply says it is going to reboot and never does.

3 REPLIES 3

‎03-29-2018 01:09 AM

HP Recommended

Hello @Phosphorus,

welcome to the Polycom Community.

We would need to see at least some logs to try and help.

 

In addition why not simply setup a local provisioning server? Details can be found in 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

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
Was this reply helpful? Yes No

‎03-29-2018 09:14 AM

HP Recommended

Hello. What sort of logs do you need to see? Is the version we are on (5.2.0.13744) compatible with other versions? 

 

We would prefer not to set up a provisioning server, but rather just use the software provided by Polycom directly. This is the first time we have been unable to upgrade/downgrade a phone.

Was this reply helpful? Yes No

‎03-29-2018 10:25 AM

HP Recommended

Hello @Phosphorus,

The ability to have a local server brings many advantages and also enables local logs or provisioning.

 

In addition there was an old issue here with VLAN / Cisco switches:

 

Apr 21, 2015 Question: Unable to upgrade the Phone via the built in Software Upgrade Web Interface utility

Resolution: This is a current bug and please setup a local provisioning server as shown => here <=. Check the release notes for VOIP-97822 and was fixed in 5.5.2 or 5.3.1 or later.

 

For logs:

 

Settings > Logging > Global Settings > Global Log Level Limit > Debug

Settings > Logging > Module Log Level Limits > CDP > Debug

Settings > Logging > Module Log Level Limits > LLDP > Debug

Settings > Logging > Global Settings > Global Log Level Limit > Log File Size (Kbytes) > VVX prior to 5.5.0 = 180 after 5.5.0 = 1000
Settings > Logging > Module Log Level Limits > CURL > Event 2
Settings > Logging > Module Log Level Limits > Copy > Event 2

 

Then reproduce the issue and then

 

Diagnostics > View & Download Logs > Log File Type > App > Export

Diagnostics > View & Download Logs > Log File Type > Boot > Export

 

The next step would be to raise a ticket.

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

End Customers are unable to open a ticket directly with Polycom support.

If this is some sort of an Internet discounter please post either your phone's MAC address or your Polycom devices serial so I can look up who would be able to support you. This may not be who you purchased the Polycom device from.

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

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
Was this reply helpful? Yes No
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