Forcing a phone to lose firmware

Anonymous · ‎01-11-2016

I want to run some training on how to recover a phone that has lost it's firmware or OS. I don't currently have a phone that is broken, but would like to "break" one on of my test phones to duplicate an issue we might see on a customers phone. Is there anyway I can do this?

SteffenBaierUK · ‎01-11-2016

Hello jevilsizor,

welcome to the Polycom Community.

Not really 100% what your customers issue is and they should setup a provisioning server or use syslog so the logs would tell but a factory restore and formatting the file system may be a start.

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

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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.

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James_Helman · ‎01-12-2016

jevilsizor,

On the VVX a "Format File System" will remove the application so that it needs to be reinstalled. Make sure you have a provisioning server setup so you can recover the phone.

Really for tier one support "Reset to Factory" will solve most issues.

Anonymous · ‎01-12-2016

I didn't think a factory restore would fix that issue.

In the past, the only way we've been able to recover a phone that is showing the java error at boot up is to load a new OS via an TFTP server.

SteffenBaierUK · ‎01-13-2016

Hello jevilsizor,

There is no Java software running on our phones so I suggest, as this is affecting your customer, to raise a support ticket with Polycom via your reseller and we can then start looking at some 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

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

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