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Forcing a phone to lose firmware

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Occasional Visitor

Forcing a phone to lose firmware

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?

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

Re: Forcing a phone to lose firmware

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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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.

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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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Regular Advisor

Re: Forcing a phone to lose firmware

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. 

 

Message 3 of 5
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Occasional Visitor

Re: Forcing a phone to lose firmware

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.

Message 4 of 5
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Polycom Employee & Community Manager

Re: Forcing a phone to lose firmware

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

----------------
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 5 of 5