Not able to upgrade Polycom VVX311

[JagPatel]

Hi All,

Need some assistance.

We have polycom VVX311 in our call center enviroment and somehow i am not able to upgrade them to latest firmware. We use Genesys Cloud telephony platform and engineer is suggesting that in order to register Polycom VVX 311 with Genesys Cloud platofm we need to use TLS1.2 but that will only happen if we upgrade the polycom phones.

I am not good with DHCP option etc. but i have obtain the log files. can you please kindly review and point me to right direction.

Regards,

Jag

[SteffenBaierUK]

Hello @JagPatel ,

Welcome back to the Poly community.

Some or a couple of your old post(s) or reply(s) to them => here <= are still open/pending as you have not marked these as "Accept as a solution" or at least provide some form of feedback or answer.

If they are in this state nobody finding them via a community search will know if an answer or advice provided was useful and has maybe helped you.

Could you therefore kindly go over them and mark or answer as appropriate?

If they are marked as "Accept as a solution" other users can find these easier and it helps them to utilise the community more efficiently. Please do not simply mark them without any type of feedback.

For your new issue, we can see that the phone is running 5.9.3.2857

Did you simply try and update via the Web Interface as shown => here <=?

We cannot see any DHCP options in the logs as the log levels have not been set.

The DHCP options are explained >here< and shows example logging at Settings > Logging > Module Log Level Limits > DHCP Client > Event 3

If you struggle with this and no other volunteer can help you there is still the option to contact your Poly reseller.

The Mac shows as sold via GECDF-Exclusive Networks Asia Pte. Ltd back in 3/15/2019 via 

 a PPI (Pay per Incident) Fee. 

Details on this can be found => here <=

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

[JagPatel]

Thanks for prompt response Stefan. I will update the old case accordingly.

for this case, we tried upgrading via web GUI and received the error that unable to fetch the upgrade. Are you able to advise what Polycom urls and IPS need to open in order to fetch the update.

Regards, 

[SteffenBaierUK]

Hello @JagPatel ,

I can only refer you to our FAQ:

May 11, 2018 Question: Why do I get a "Failed to fetch available software from the Poly hosted server" error message or able to download list but unable to upgrade/downgrade?

Resolution: Please ensure your firewall allows outbound network traffic as shown  => here <=

As stated, if you still struggle for example setting up a local provisioning server with the documentation available in this community and/or admin guides and internet searches, the next step is outlined below.

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

End Customers are usually unable to open a ticket directly with Poly support. Available End User Poly services offerings are detailed here

If this is some sort of an Internet discounter providing your MAC address or your Poly devices serial will enable us to look up who would be able to support you. This may not be who you purchased the Poly device from.

If the unit is no longer within the warranty please be prepared to Pay Per Incident / PPI. This is all outlined in detail here

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier