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Polycom Trio 8800 - Unable to perform Software Upgrade

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Occasional Advisor

Polycom Trio 8800 - Unable to perform Software Upgrade

Hello,

recently I've been trying to perform Software Upgrade operation on my Polycom Trio 8800. 

Currently I'm running it on UC Software Version: 5.7.1.4095 and I wanted to upgrade to: 5.9.2.7727

In order to do so I went on Web Interface of the phone:

Utilities -> Software Upgrade and choose:

1. Server type: Polycom Hosted Server and click Check for updated

2. As a result I get: Successfully fetched available software from the Polycom Hosted server.

3. From drop down menu "Software available at Polycom Hosted server"  I choose: 5.9.2.7727 and confirm it by clicking Install.

4. There is a confirmation needed:

Current software version: 5.7.1.4095
Selected software version: 5.4.0.12197
Phone will be downgraded with Polycom Hosted server software.
Do you really want to downgrade phone software? - so Yes

5. EULA has been shown to be confirmed - Accept

6. An than another confirmation message:

The phone will reboot and be updated only if the software you selected is compatible and different from the currently installed version.
Note:The phone has either rebooted or restarted due to configuration changes. Refresh the browser after the phone starts up.

7. I've clicked OK but after a while nothing happens. 

 

So I did a little digging in the logs (Diagnostics > View & Download Logs) and found following information:

0224164539|cfg  |*|00|Prov|Starting to provision
0224164539|cfg  |*|00|Prov|Starting to update 
0224164539|cfg  |*|00|Prov|Starting to update 
0224164539|copy |4|00|Configuration of URL failed
0224164539|copy |4|00|Configuration of URL failed
0224164539|cfg  |4|00|Prov|Download of master configuration file failed
0224164539|cfg  |4|00|Prov|Trying to boot from existing configuration
0224164539|cfg  |4|00|Prov|Update configuration failed
0224164539|clist|4|00|dbSet::load:cleared load error state m_sync=<0x40>
0224164539|copy |4|00|Configuration of URL failed
0224164539|clist|4|00|dbSet::ioRequest:dir=<0> m_status=<true> src=<0004f2fe31dd-directory.xml> dst=</data/polycom/ffs0/user/0004f2fe31dd/0004f2fe31dd-directory.xml> m_sync=<0x10>
0224164539|cfg  |*|00|Prov|Finished updating configuration
0224164539|clist|4|00|dbIO::processResult:no host
0224164539|clist|4|00|dbSet::srv2mem:'0004f2fe31dd-directory.xml' File transfer failed, trying to get local file
0224164539|copy |4|00|Configuration of URL failed
0224164539|clist|4|00|dbIO::processResult:no host
0224164539|clist|4|00|dbSet::srv2mem:'000000000000-directory.xml' File transfer failed, trying to get local file

 

From this point forward I'm lost. 

I did try same this for other versions and result is the same. 

I did set up my own file server and was trying to update via Custom Server and I get following response: Unable to locate phone software for this model on the Custom Server.

And as a last resort I did try to upgrade it directly via USB. Also no luck. 

 

I would be grateful for any hints what to do.

Message 1 of 12
1 ACCEPTED SOLUTION

Accepted Solutions
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Occasional Advisor

Re: Polycom Trio 8800 - Unable to perform Software Upgrade

Hello,

so - a small victory in the world of constant device update in pursuit for new functionality.

Now my device is running latest version of the software. 

Last advice was the best and what I've done:

1. I did factory reset device. I didn't manage to do it by "four fingers". I did try 3 times with no luck. Finally I had to do it from device interface. It worked.

2. After restart I turned on web interface of the device

3. I opened device web interface with Internet Explorer. With other browsers like Edge/Chrome or Firefox did managed to log in but no menu was reachable. There was no text, no menu - nothing. 

4. I went for Software Update option. Fetch list of latest software version and hit Install button. 

5. I've accepted all required agreement's and waited for any indication that update process has started. 

6. On the screen of the device after few seconds I've noticed statement:

Software Update in progress (or something similar)

7. After about 30 minutes device restarted and I was able to access device interface. 

8. I did change admin password and after reboot device was finally ready for production configuration.

 

So problem solved. This was a bit of a fight. 

Once again thank you for the help. 

 

 

View solution in original post

Message 12 of 12
11 REPLIES 11
Highlighted
Polycom Employee & Community Manager

Re: Polycom Trio 8800 - Unable to perform Software Upgrade

Hello @Michal K. ,

 

Welcome to the Poly Community.

Both the communities Must Read First and the FAQ reference the basic minimum information a new or follow up post should contain.

This ensures the questions having to be asked are limited and any new or follow up post contains the right amount of details to ensure any voluntary participant within the community does not spend additional time chasing basic information.

As a reminder the basic information asked for:

UC Software 4.0.0 or later via the Web Interface Utilities > Phone Backup & Restore > Phone Backup > Phone Backup. Please rename into .TXT or Zip the file to attach.
Since UC Software 5.9.0 simply provide this via the Web Interface Diagnostics > Download Support Information Package

  • If possible provide a Log and either attach them or use the Code Tag.Consult the Troubleshooting Section found within the FAQ if applicable
  • If possible provide the MAC Address or Serial of the device
  • Provide details for example if the issue is a day 1 issue or only happened after an upgrade or any other relevant details
  • For questions around Support please check here

Whilst providing some of these details may not directly impact any possible answer the community can provide, it does enable Poly to have an overview of the current software used. In addition, providing all details at the same time allow us to check logs or look up potential support partners if an issue needs to come into support. It also enables us to verify the entitlement for using features.


Please ensure you always check the FAQ's and/or utilize the community search before posting any new topics or follow up posts.

 

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 <=


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

Best Regards

Steffen Baier

----------------
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 2 of 12
Highlighted
Occasional Advisor

Re: Polycom Trio 8800 - Unable to perform Software Upgrade

Hello again,

Some more details about my setup:
Current version of software that runs on my phone: UC Software Version: 5.7.1.4095
Phone Model: Trio 8800
Part Number: 3111-65290-001 Rev:A
Provide the Call Platform: Skype USB Optimized
I don't have any additional Poly Infrastructure. This phone runs as stand alone.

Phone has direct Internet connection, with gateway, DNS and NTP correctly inserted. 

 
Message 3 of 12
Highlighted
Polycom Employee & Community Manager

Re: Polycom Trio 8800 - Unable to perform Software Upgrade

Hello @Michal K. ,

 

Thanks for getting back but you did not:

 

  • Post any form of a log with amended logging levels for us to see what the issue could be
  • Post a Poly serial so we could look who can support you

The next step would be a support ticket.

 

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

----------------
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 4 of 12
Highlighted
Occasional Advisor

Re: Polycom Trio 8800 - Unable to perform Software Upgrade

Hello,

so, after I press Install on Software Update page I get following log (level: Debug):

0225000319|copy |4|00|Configuration of URL failed
0225000319|log  |4|00|UtilLogServerC::uploadFifoLog: upload error. protocol 0 result = 0
0225000419|copy |4|00|Configuration of URL failed
0225000419|log  |4|00|UtilLogServerC::uploadFifoLog: upload error. protocol 0 result = 0
0225000519|copy |4|00|Configuration of URL failed
0225000519|log  |4|00|UtilLogServerC::uploadFifoLog: upload error. protocol 0 result = 0
0225000619|copy |4|00|Configuration of URL failed
0225000619|log  |4|00|UtilLogServerC::uploadFifoLog: upload error. protocol 0 result = 0
0225000715|utilm|4|00|utilTZEnvSet: Couldn't open file for writing
0225000745|copy |4|00|Configuration of URL failed
0225020339|lic  |*|00|License expiry check in 86403 seconds
0225100845|cfg  |*|00|Prov|Starting to provision
0225100845|cfg  |*|00|Prov|Starting to update 
0225100845|cfg  |*|00|Prov|Starting to update 
0225100845|copy |4|00|Configuration of URL failed
0225100845|copy |4|00|Configuration of URL failed
0225100845|cfg  |4|00|Prov|Download of master configuration file failed
0225100845|cfg  |4|00|Prov|Trying to boot from existing configuration
0225100845|cfg  |4|00|Prov|Update configuration failed
0225100845|clist|4|00|dbSet::load:cleared load error state m_sync=<0x40>
0225100845|copy |4|00|Configuration of URL failed
0225100846|clist|4|00|dbSet::ioRequest:dir=<0> m_status=<true> src=<0004f2fe31dd-directory.xml> dst=</data/polycom/ffs0/user/0004f2fe31dd/0004f2fe31dd-directory.xml> m_sync=<0x10>
0225100846|cfg  |*|00|Prov|Finished updating configuration
0225100846|clist|4|00|dbIO::processResult:no host
0225100846|clist|4|00|dbSet::srv2mem:'0004f2fe31dd-directory.xml' File transfer failed, trying to get local file
0225100846|copy |4|00|Configuration of URL failed
0225100846|clist|4|00|dbIO::processResult:no host
0225100846|clist|4|00|dbSet::srv2mem:'000000000000-directory.xml' File transfer failed, trying to get local file

 

and my polycom

serial number: 0004F2FE31DD

date of mfr: 20160503

 

Thanks, Michal

Message 5 of 12
Highlighted
Polycom Employee & Community Manager

Re: Polycom Trio 8800 - Unable to perform Software Upgrade

Hello @Michal K. 

 

NIMANS ELECTRONICS LTD sold this unit back in 26/07/2016.

 

Your logs do not contain the following (as shown in the shared FAQ post):

 

Settings > Logging > Module Log Level Limits > Copy Utilities > Event 1

Settings > Logging > Module Log Level Limits > CURL > Event 3

 

Please change this or we will not be able to determine the root cause for this failing.

 

- Diagnostics > View & Download Logs > Clear

 

Replicate issue aka check for software updates and then accept all steps and then

 

- Diagnostics > View & Download Logs > UCS Application > Export

 

Provide us with the logs if you cannot determine the failure via the logs.

 

In addition, if you are using Skype for Business in USB mode there is not much enhancement in newer software anyway.

 

If you still stuck and 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

----------------
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 6 of 12
Highlighted
Occasional Advisor

Re: Polycom Trio 8800 - Unable to perform Software Upgrade

Hello again and thank for help. I did finally set up correct logging levels and here are the results:

0225113604|copy |3|00|ConfigureCurl : curl option usrpwd  is not set
0225113604|copy |3|00|[connectToProxy] Using DIRECT proxy for mode '3'
0225113604|copy |3|00|'http://downloads.polycom.com/voice/software/3111-65290-001.xml' from 'downloads.polycom.com(140.242.65.96)'
0225113604|copy |3|00|cfgProvSrvTypeGet()[5]
0225113604|curl |3|00|About to connect() to downloads.polycom.com port 80 (#0)
0225113604|curl |3|00|  Trying 140.242.65.96... 
0225113604|curl |3|00|the local port callback returned 0
0225113604|curl |3|00|Local port: 33733
0225113605|curl |3|00|connected after 1 seconds
0225113605|curl |3|00|Connected to downloads.polycom.com (140.242.65.96) port 80 (#0)
0225113605|curl |3|00|Connection #0 to host downloads.polycom.com left intact
0225113605|copy |3|00|UtilCopyC::performCurl status data is:avgUploadSpeed(0.000000), uploadSize(0.000000), connTime(0.000000), totalTime(0.338961), ftpEntryPath(NULL)
0225113605|copy |3|00|Download of 'voice/software/3111-65290-001.xml' succeeded on attempt 1 (addr 1 of 1)
0225113605|curl |3|00|Closing connection #0
0225113617|copy |3|00|No default host to fetch files from
0225113617|copy |4|00|Configuration of URL failed
0225113617|cfg  |4|00|Web|[cfgSaProcessRequestC] Failed to download language file from provisioning server, request path Website_dictionary_language_en-gb.xml
0225113617|utilm|4|00|uBLFCompressed: File /data/polycom/ffs0/languages/Website_dictionary_language_en-gb.xml.zzz does not exist or is empty
0225113617|cfg  |4|00|Web|[cfgSaProcessRequestC] Website_dictionary_language_en-gb.xml Language file doesn't exist in cache
0225113617|cfg  |4|00|Web|[cfgSaProcessRequestC] Website_dictionary_language_en-gb.xml Language file doesn't exist in phone flash

 

About the mode we are currently using the phone - Skype for Business in USB mode - we want to switch it for Teams while we have deployed company wide Office365. This is main reason why I want to upgrade my device. 

Message 7 of 12
Highlighted
Polycom Employee & Community Manager

Re: Polycom Trio 8800 - Unable to perform Software Upgrade

Hello @Michal K. 

 

in my test with 5.9.2 it looks like this when I check for an update:

0225113607|copy |1|00|ConfigRedun: 'downloads.polycom.com' has 1 IP address(es) 
0225113607|copy |1|00|addr 1 = MIN (8,1)
0225113607|copy |1|00|addr 1 of 1
0225113607|copy |3|00|'http://downloads.polycom.com/voice/software/3111-65290-001.xml' from 'downloads.polycom.com(140.242.65.96)'
0225113607|copy |3|00|cfgProvSrvTypeGet()[3]
0225113607|copy |1|00|performCurl : ipAddress = 140.242.65.96, connTimeout = 16, respCode =0, numAddress = 1
0225113607|curl |3|00|timeout on name lookup is not supported
0225113607|curl |3|00|About to connect() to downloads.polycom.com port 80 (#0)
0225113607|curl |3|00|  Trying 140.242.65.96... 
0225113607|curl |3|00|the local port callback returned 0
0225113607|curl |3|00|Local port: 63036
0225113607|curl |3|00|Connected to downloads.polycom.com (140.242.65.96) port 80 (#0)
0225113607|copy |1|00|opened file /data/polycom/rfs0/version.xml for writing
0225113607|curl |3|00|Connection #0 to host downloads.polycom.com left intact
0225113607|copy |3|00|UtilCopyC::performCurl status data is:avgUploadSpeed(0.000000), uploadSize(0.000000), connTime(0.000000), totalTime(0.288322), ftpEntryPath(NULL)
0225113607|copy |3|00|Download of 'voice/software/3111-65290-001.xml' succeeded on attempt 1 (addr 1 of 1)
0225113607|copy |1|00|Success on attempt 1 of 3 addr 1 of 1
0225113607|curl |3|00|Closing connection #0

 

Once I select the new software I see:

0225113945|copy |2|00|[performRedundant] Trying to connect proxy for 'http://PlcmSpIp:****@downloads.polycom.com/voice/software/Poly_UC_Software_5_9_2_7727_AB_Trio8800_release/3111-65290-001.sip.ld'
0225113945|copy |1|00|[findProxy] Finding proxy for mode '3'

 

Your logs do not show this or show no error so you have a couple of options:

 

  • Dec 04, 2015 Question:How can I provision/upgrade the software via USB for the Poly Trio and/or Visual+?

    Resolution: Please check this post => here <=

  • Oct 7, 2011 Question: How can I setup my Phone / Provisioning / Download / Upgrade / Update / Downgrade Software?
    Resolution: Please check => here <=

  • Another community user tries and helps you

  • Follow up with a service ticket as already outlined


Best Regards

 

Steffen Baier

----------------
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 8 of 12
Highlighted
Occasional Advisor

Re: Polycom Trio 8800 - Unable to perform Software Upgrade

Hey, I did some additional digging and got new set of logs:

 

0225164513|copy |3|00|ConfigureCurl : curl option usrpwd  is not set
0225164513|copy |3|00|[connectToProxy] Using DIRECT proxy for mode '3'
0225164513|copy |3|00|'http://downloads.polycom.com/voice/software/3111-65290-001.xml' from 'downloads.polycom.com(140.242.65.96)'
0225164513|copy |3|00|cfgProvSrvTypeGet()[5]
0225164513|curl |3|00|About to connect() to downloads.polycom.com port 80 (#0)
0225164513|curl |3|00|  Trying 140.242.65.96... 
0225164513|curl |3|00|the local port callback returned 0
0225164513|curl |3|00|Local port: 20855
0225164513|curl |3|00|Connected to downloads.polycom.com (140.242.65.96) port 80 (#0)
0225164513|curl |3|00|Connection #0 to host downloads.polycom.com left intact
0225164513|copy |3|00|UtilCopyC::performCurl status data is:avgUploadSpeed(0.000000), uploadSize(0.000000), connTime(0.000000), totalTime(0.338760), ftpEntryPath(NULL)
0225164513|copy |3|00|Download of 'voice/software/3111-65290-001.xml' succeeded on attempt 1 (addr 1 of 1)
0225164513|curl |3|00|Closing connection #0
0225164524|copy |3|00|[connectToProxy] Using DIRECT proxy for mode '3'
0225164524|copy |3|00|'http://PlcmSpIp:****@downloads.polycom.com/languages/Website_dictionary_language_en-gb.xml' from 'downloads.polycom.com(140.242.65.96)'
0225164524|copy |3|00|cfgProvSrvTypeGet()[5]
0225164524|curl |3|00|About to connect() to downloads.polycom.com port 80 (#0)
0225164524|curl |3|00|  Trying 140.242.65.96... 
0225164524|curl |3|00|the local port callback returned 0
0225164524|curl |3|00|Local port: 62820
0225164525|curl |3|00|connected after 1 seconds
0225164525|curl |3|00|Connected to downloads.polycom.com (140.242.65.96) port 80 (#0)
0225164525|curl |3|00|The requested URL returned error: 404
0225164525|curl |3|00|Closing connection #0
0225164525|copy |3|00|Download of 'languages/Website_dictionary_language_en-gb.xml' FAILED on attempt 1 (addr 1 of 1)
0225164525|copy |*|00|Server 'downloads.polycom.com' said 'languages/Website_dictionary_language_en-gb.xml' is not present
0225164525|cfg  |4|00|Web|[cfgSaProcessRequestC] Failed to download language file from provisioning server, request path Website_dictionary_language_en-gb.xml
0225164525|utilm|4|00|uBLFCompressed: File /data/polycom/ffs0/languages/Website_dictionary_language_en-gb.xml.zzz does not exist or is empty
0225164525|cfg  |4|00|Web|[cfgSaProcessRequestC] Website_dictionary_language_en-gb.xml Language file doesn't exist in cache
0225164525|cfg  |4|00|Web|[cfgSaProcessRequestC] Website_dictionary_language_en-gb.xml Language file doesn't exist in phone flash

 

The thing is - why is this device so obsessed to upgrade/download language file?

Every time I hit button Install on Software Update page it looks for language update not firmware upgrade.

I've a feeling that if I get over this obstacle I'll get my device updated. 

Configuring properly filed Server Address on Settings > Provisioning Server also improved situation. I've there: downloads.polycom.com not empty. 

If anyone have any idea what to do next I'm open to suggestions.

Message 9 of 12
Highlighted
Occasional Advisor

Re: Polycom Trio 8800 - Unable to perform Software Upgrade

I've tried to upgrade Software version bu USB. After inserting usb drive containing latest firmware, inserting PIN and confirming that I want to upgrade I got following message:

 

No software update required

 

So now I'm officially out of ideas how to upgrade my unit. 

Message 10 of 12