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[FAQ] What does the message "Image is not compatible" mean?

Polycom Employee & Community Manager

[FAQ] What does the message "Image is not compatible" mean?

When attempting to download the new UCS 4.x.x Software a disclaimer like below is shown:


1) Before you can successfully install UC Software 4.0.x onto phones running Polycom® UCS released prior to version 4.0.0, you must perform a required upgrade procedure using the Polycom® Upgrader 4.0.0 Utility.

Before you download and install Polycom® UC Software version 4.0.x or higher, Polycom strongly recommends that you review the changes to the upgrade procedures detailed in the Polycom® UC Software 4.0.0 Administrators’ Guide or newer and Engineering Advisory 64731 Polycom® UC Software 4.0.0: Upgrade and Downgrade Methods.



Above explains that the procedure to upgrade to UCS 4.x.x or higher no longer utilizes the familiar BootROM / SIP combination.


In order to be able to upgrade the additional Upgrader / Updater needs to be downloaded.


Without these files within the same directory as the new UCS 4.x.x files the phone will not be able to upgrade and display the  "Image is not compatible" Message and keep rebooting.


Please therefore ensure to read the Engineering Advisory 64731 as shown above and follow this FAQ => here <= on how to provision the Phone.


You will need to follow Option 4 as instructions.



More Information can be found in this VoIP FAQ Post => here <=


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
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