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Firmware Issue with Polycom SoundPoint IP 550

Occasional Visitor

Firmware Issue with Polycom SoundPoint IP 550



I've been trying to set up my phone for almost two months now but haven't been able to. Our network provider has helped us multiple times but they haven't been able to and informed us that the problem might be with the firmware of the phone.


We received two error messages:

"Image is not compatible with the phone"

"Error, application is not present"


Is this a firware issue with the phone and if so, how canwe fix it? If not, what do we need to do?


Thank you for the help!

Message 1 of 2
Polycom Employee & Community Manager

Re: Firmware Issue with Polycom SoundPoint IP 550

Hello pct,

welcome to the Polycom Community.

The community's VoIP => FAQ <= contains this post here:


Jan 04, 2013 Question: What does the message "Image is not compatible" mean?

Resolution: Please check => here <=


It is always useful to post the currently / prior used Software and in addition the software version you would like to update to.


The only other reason this message would appear is if you are actually using a Beta / Developer handset. If this is the case that phone must be returned to Polycom as it is Polycom property.

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: 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 2