Polycom Trio 8800 with Visual+ and Zoom Hybrid won't upgrade firmware

[OutWest]

Polycom Trio 8800 

Part Number 3111-65290-001 Rev:A

Serial # 64167F75625A

UC Software Version 5.7.1.4095

Generic Profile

Purchased from Insight 2-3 months ago

Configured as a Cisco/Polycom connection with Zoom (Hybrid config)

Phone shows available updates

Have tried to use the webgui to go to 5.9, 5.8.xxx and 5.7.2.3257- all seem to complete after several reboots and then I note the phone is back on 5.7.1.4095. 

Tried to use USB to upgrade as well. Successfully boots up as 5.7.2.3257 (missing some of the configs from Zoom) and after a short while- shows upgrading firmware up in the corner, reboots and goes back to 5.7.1.4095. (and gets all of the Zoom configs back from the local proxy)

Noticed the articles that Lync enabled phones have the same behavior and checked the phone config file- the relevent line in the exisiting config file shows as this- "device.prov.lyncDeviceUpdateEnabled="0"" and of course probably is not relevent to my issue. Guessing somehow the Zoom folks are storing all of these settings and pushing them back to the phone (as they should, minus the firmware). I would not be worried about it, but the 5.7.1.4095 version has the bug that sometimes the phone locks up on what sounds like a dial tone- have to reboot it to clear. Happened twice yesterday in our busy meeting room. 

I glanced through the logs - see where it is upgrading and reverting- but not much explanation as to why (and maybe just missing it). I am attaching those logs.I did not see anything critical in there.cfg file is sanitized and included as well. Any help I can get is appreciated. Next step would be to wipe the phone and place off of my LAN such that the Zoom proxy server could not see it. Upgrade firmware, reset the password and the static IP and put back on my LAN, but that seems like a lot of work. Also not gauranteed to work. This is my first of many and I have it here in my office - we will have 12 of them spread across our offices soon- can't ask someone to go through that to manage them.  

tried to attach the config file- won't let me. Included below. 

<!-- Note: The following parameters have been excluded from the export:
device.auth.localUserPassword=""
device.pacfile.password=""
device.net.dot1x.password=""
device.wifi.wpa2Ent.password=""
device.prov.lyncDeviceUpdatePassword=""
device.auth.localAdvancedPassword=""
device.auth.localAdminPassword=""
device.loginAltCred.password=""
device.logincred.password=""
device.prov.password=""
-->
<DEVICE_SETTINGS
device.set="1"
device.auth.localUserPassword.set="0"
device.pacfile.password.set="0"
device.net.dot1x.password.set="0"
device.wifi.wpa2Ent.password.set="0"
device.wifi.psk.key.set="0"
device.wifi.psk.key=""
device.wifi.wep.key4.set="0"
device.wifi.wep.key4=""
device.wifi.wep.key3.set="0"
device.wifi.wep.key3=""
device.wifi.wep.key2.set="0"
device.wifi.wep.key2=""
device.wifi.wep.key1.set="0"
device.wifi.wep.key1=""
device.prov.lyncDeviceUpdatePassword.set="0"
device.auth.localAdvancedPassword.set="0"
device.auth.localAdminPassword.set="0"
device.loginAltCred.password.set="0"
device.logincred.pin.set="0"
device.logincred.pin=""
device.logincred.password.set="0"
device.prov.password.set="0"
device.baseProfile.set="1"
device.baseProfile="Generic"
device.eulaAccepted.set="1"
device.eulaAccepted="1"
device.prov.serverType.set="1"
device.prov.serverType="HTTPS"
device.dhcp.enabled.set="1"
device.dhcp.enabled="0"
device.net.enabled.set="1"
device.net.enabled="1"
device.net.ipAddress.set="1"
device.net.ipAddress="10.2.1.15"
device.net.subnetMask.set="1"
device.net.subnetMask="255.255.255.0"
device.net.IPgateway.set="1"
device.net.IPgateway="10.2.1.243"
device.net.ipStack.set="1"
device.net.ipStack="V4Only"
device.net.preferredNetwork.set="1"
device.net.preferredNetwork="V6"
device.net.ipv6AddrDisc.set="1"
device.net.ipv6AddrDisc="DHCP"
device.net.ipv6PrivacyExtension.set="1"
device.net.ipv6PrivacyExtension="EUI64"
device.net.ipv6Address.set="1"
device.net.ipv6Address="::"
device.net.ipv6ULAAddress.set="1"
device.net.ipv6ULAAddress="::"
device.net.ipv6LinkAddress.set="1"
device.net.ipv6LinkAddress="::"
device.net.ipv6Gateway.set="1"
device.net.ipv6Gateway="::"
device.net.vlanId.set="1"
device.net.vlanId=""
device.net.cdpEnabled.set="1"
device.net.cdpEnabled="1"
device.net.lldpEnabled.set="1"
device.net.lldpEnabled="1"
device.net.lldpCapabilitiesRequired.set="1"
device.net.lldpCapabilitiesRequired="1"
device.net.lldpFastStartCount.set="1"
device.net.lldpFastStartCount="5"
device.net.etherVlanFilter.set="1"
device.net.etherVlanFilter="0"
device.net.etherStormFilter.set="1"
device.net.etherStormFilter="1"
device.net.etherStormFilterPpsValue.set="1"
device.net.etherStormFilterPpsValue="38"
device.net.icmp.echoRepliesMask.set="1"
device.net.icmp.echoRepliesMask="1"
device.net.etherModeLAN.set="1"
device.net.etherModeLAN="Auto"
device.net.etherModePC.set="1"
device.net.etherModePC="Auto"
device.dhcp.dhcpVlanDiscUseOpt.set="1"
device.dhcp.dhcpVlanDiscUseOpt="Fixed"
device.dhcp.dhcpVlanDiscOpt.set="1"
device.dhcp.dhcpVlanDiscOpt="129"
device.dhcp.dhcpv6VlanDiscOpt.set="1"
device.dhcp.dhcpv6VlanDiscOpt="1"
device.dhcp.bootSrvUseOpt.set="1"
device.dhcp.bootSrvUseOpt="Static"
device.dhcp.bootSrvOpt.set="1"
device.dhcp.bootSrvOpt="161"
device.dhcp.bootSrvOptType.set="1"
device.dhcp.bootSrvOptType="String"
device.dhcp.option60Type.set="1"
device.dhcp.option60Type="ASCII"
device.prov.upgradeServer.set="1"
device.prov.upgradeServer=""
device.prov.serverName.set="1"
device.prov.serverName="interop-015.zoom.us"
device.prov.user.set="1"
device.prov.user="64167f75625a@polycom-device"
device.prov.redunAttemptLimit.set="1"
device.prov.redunAttemptLimit="3"
device.prov.redunInterAttemptDelay.set="1"
device.prov.redunInterAttemptDelay="1"
device.prov.maxRedunServers.set="1"
device.prov.maxRedunServers="8"
device.prov.AutoProvEnabled.set="1"
device.prov.AutoProvEnabled="0"
device.prov.networkEnvironment.set="1"
device.prov.networkEnvironment="1"
device.prov.tagSerialNo.set="1"
device.prov.tagSerialNo="0"
device.cma.mode.set="1"
device.cma.mode="Disabled"
device.cma.serverName.set="1"
device.cma.serverName=""
device.cma.disableTlsForDebug.set="1"
device.cma.disableTlsForDebug="0"
device.ntlm.versionMode.set="1"
device.ntlm.versionMode="v2"
device.logincred.user.set="1"
device.logincred.user=""
device.logincred.domain.set="1"
device.logincred.domain=""
device.logincred.extension.set="1"
device.logincred.extension=""
device.loginAltCred.user.set="1"
device.loginAltCred.user="64167f75625a@polycom-device"
device.loginAltCred.domain.set="1"
device.loginAltCred.domain="LOCAL"
device.sec.TLS.OCSP.enabled.set="1"
device.sec.TLS.OCSP.enabled="0"
device.sec.TLS.FIPS.enabled.set="1"
device.sec.TLS.FIPS.enabled="0"
device.sec.TLS.protocol.dot1x.set="1"
device.sec.TLS.protocol.dot1x="TLSv1_0"
device.sec.TLS.protocol.syslog.set="1"
device.sec.TLS.protocol.syslog="TLSv1_0"
device.sec.TLS.protocol.prov.set="1"
device.sec.TLS.protocol.prov="TLSv1_0"
device.sec.TLS.profile.cipherSuiteDefault1.set="1"
device.sec.TLS.profile.cipherSuiteDefault1="1"
device.sec.TLS.profile.cipherSuite1.set="1"
device.sec.TLS.profile.cipherSuite1=""
device.sec.TLS.profile.caCertList1.set="1"
device.sec.TLS.profile.caCertList1="All"
device.sec.TLS.profile.deviceCert1.set="1"
device.sec.TLS.profile.deviceCert1="Builtin"
device.sec.TLS.profile.cipherSuiteDefault2.set="1"
device.sec.TLS.profile.cipherSuiteDefault2="1"
device.sec.TLS.profile.cipherSuite2.set="1"
device.sec.TLS.profile.cipherSuite2=""
device.sec.TLS.profile.caCertList2.set="1"
device.sec.TLS.profile.caCertList2="All"
device.sec.TLS.profile.deviceCert2.set="1"
device.sec.TLS.profile.deviceCert2="Builtin"
device.sec.TLS.syslog.strictCertCommonNameValidation.set="1"
device.sec.TLS.syslog.strictCertCommonNameValidation="1"
device.sec.TLS.profileSelection.syslog.set="1"
device.sec.TLS.profileSelection.syslog="PlatformProfile1"
device.sec.TLS.prov.strictCertCommonNameValidation.set="1"
device.sec.TLS.prov.strictCertCommonNameValidation="1"
device.sec.TLS.profileSelection.provisioning.set="1"
device.sec.TLS.profileSelection.provisioning="PlatformProfile1"
device.sec.TLS.dot1x.strictCertCommonNameValidation.set="1"
device.sec.TLS.dot1x.strictCertCommonNameValidation="1"
device.sec.TLS.profileSelection.dot1x.set="1"
device.sec.TLS.profileSelection.dot1x="PlatformProfile1"
device.sec.coreDumpEncryption.enabled.set="1"
device.sec.coreDumpEncryption.enabled="1"
device.syslog.serverName.set="1"
device.syslog.serverName=""
device.syslog.transport.set="1"
device.syslog.transport="UDP"
device.syslog.facility.set="1"
device.syslog.facility="16"
device.syslog.renderLevel.set="1"
device.syslog.renderLevel="4"
device.syslog.prependMac.set="1"
device.syslog.prependMac="0"
device.sntp.serverName.set="1"
device.sntp.serverName="pool.ntp.org"
device.sntp.gmtOffset.set="1"
device.sntp.gmtOffset="-25200"
device.sntp.gmtOffsetcityID.set="1"
device.sntp.gmtOffsetcityID="6"
device.dns.serverAddress.set="1"
device.dns.serverAddress="10.2.1.247"
device.dns.altSrvAddress.set="1"
device.dns.altSrvAddress="10.2.1.214"
device.dns.domain.set="1"
device.dns.domain="south-ways.loco"
device.hostname.set="1"
device.hostname="CHYTESTCONFERENCE2"
device.em.power.set="1"
device.em.power="1"
device.prov.ztpEnabled.set="1"
device.prov.ztpEnabled="0"
device.prov.curlPartialFileError.enabled.set="1"
device.prov.curlPartialFileError.enabled="0"
device.prov.lyncDeviceUpdateEnabled.set="1"
device.prov.lyncDeviceUpdateEnabled="0"
device.prov.lyncDeviceUpdateUser.set="1"
device.prov.lyncDeviceUpdateUser=""
device.prov.lyncDeviceUpdateDomain.set="1"
device.prov.lyncDeviceUpdateDomain=""
device.prov.lyncDeviceUpdateExtension.set="1"
device.prov.lyncDeviceUpdateExtension=""
device.prov.lyncDeviceUpdatePin.set="1"
device.prov.lyncDeviceUpdatePin=""
device.prov.lyncDeviceUpdateCredentialType.set="1"
device.prov.lyncDeviceUpdateCredentialType="1"
device.prov.msrDeviceUpdatePath.set="1"
device.prov.msrDeviceUpdatePath=""
device.wifi.enabled.set="1"
device.wifi.enabled="0"
device.wifi.dhcpEnabled.set="1"
device.wifi.dhcpEnabled="1"
device.wifi.ipAddress.set="1"
device.wifi.ipAddress="0.0.0.0"
device.wifi.subnetMask.set="1"
device.wifi.subnetMask="255.0.0.0"
device.wifi.ipGateway.set="1"
device.wifi.ipGateway="0.0.0.0"
device.wifi.ipStack.set="1"
device.wifi.ipStack="V4Only"
device.wifi.preferredNetwork.set="1"
device.wifi.preferredNetwork="V6"
device.wifi.ipv6AddrDisc.set="1"
device.wifi.ipv6AddrDisc="DHCP"
device.wifi.ipv6PrivacyExtension.set="1"
device.wifi.ipv6PrivacyExtension="EUI64"
device.wifi.ipv6Address.set="1"
device.wifi.ipv6Address="::"
device.wifi.ipv6ULAAddress.set="1"
device.wifi.ipv6ULAAddress="::"
device.wifi.ipv6LinkAddress.set="1"
device.wifi.ipv6LinkAddress="::"
device.wifi.ipv6Gateway.set="1"
device.wifi.ipv6Gateway="::"
device.wifi.ssid.set="1"
device.wifi.ssid="SSID1"
device.wifi.ccxMandatory.set="1"
device.wifi.ccxMandatory="0"
device.wifi.acMandatory.set="1"
device.wifi.acMandatory="0"
device.wifi.dot11n.enabled.set="1"
device.wifi.dot11n.enabled="1"
device.wifi.securityMode.set="1"
device.wifi.securityMode="None"
device.wifi.wep.authType.set="1"
device.wifi.wep.authType="OpenSystem"
device.wifi.wep.keyLength.set="1"
device.wifi.wep.keyLength="40bit"
device.wifi.wep.defaultKey.set="1"
device.wifi.wep.defaultKey="1"
device.wifi.wep.encryptionEnabled.set="1"
device.wifi.wep.encryptionEnabled="1"
device.wifi.psk.keyType.set="1"
device.wifi.psk.keyType="1"
device.wifi.wpa2Ent.method.set="1"
device.wifi.wpa2Ent.method="EAP-PEAPv0-MSCHAPv2"
device.wifi.wpa2Ent.user.set="1"
device.wifi.wpa2Ent.user="PlcmSpIp"
device.wifi.wpa2Ent.anonid.set="1"
device.wifi.wpa2Ent.anonid="PlcmSpIp"
device.wifi.wpa2Ent.caCert.name.set="1"
device.wifi.wpa2Ent.caCert.name=""
device.wifi.wpa2Ent.clientCert.name.set="1"
device.wifi.wpa2Ent.clientCert.name=""
device.wifi.wpa2Ent.eapFast.inBandProv.set="1"
device.wifi.wpa2Ent.eapFast.inBandProv="0"
device.wifi.wpa2Ent.roaming.set="1"
device.wifi.wpa2Ent.roaming="OKC"
device.wifi.radio.band2_4GHz.enable.set="1"
device.wifi.radio.band2_4GHz.enable="1"
device.wifi.radio.band5GHz.enable.set="1"
device.wifi.radio.band5GHz.enable="1"
device.wifi.country.set="1"
device.wifi.country="XT"
device.net.dot1x.enabled.set="1"
device.net.dot1x.enabled="0"
device.net.dot1x.method.set="1"
device.net.dot1x.method="EAP-MD5"
device.net.dot1x.identity.set="1"
device.net.dot1x.identity=""
device.net.dot1x.anonid.set="1"
device.net.dot1x.anonid=""
device.net.dot1x.eapFastInBandProv.set="1"
device.net.dot1x.eapFastInBandProv="0"
device.ipv6.icmp.genDestUnreachable.set="1"
device.ipv6.icmp.genDestUnreachable="1"
device.ipv6.icmp.echoReplies.set="1"
device.ipv6.icmp.echoReplies="1"
device.ipv6.icmp.ignoreRedirect.set="1"
device.ipv6.icmp.ignoreRedirect="1"
device.ipv6.icmp.txRateLimiting.set="1"
device.ipv6.icmp.txRateLimiting="1000"
device.auxPort.enable.set="1"
device.auxPort.enable="1"
device.icmp.ipv4IcmpIgnoreRedirect.set="1"
device.icmp.ipv4IcmpIgnoreRedirect="1"
device.spProfile.set="1"
device.spProfile="Default"
device.mac.hide.set="1"
device.mac.hide="0"
device.pcc.enabled.set="1"
device.pcc.enabled="0"
device.pcc.url.set="1"
device.pcc.url=""
device.firstBoot.enabled.set="1"
device.firstBoot.enabled="0"
device.serial.enable.set="1"
device.serial.enable="1"

[SteffenBaierUK]

Hello @OutWest ,

welcome to the Poly Community.

Your logs show:

0516114115|cfg  |*|00|Prov|Succeeded updating file http://downloads.polycom.com/voice/software/Polycom_UC_Software_5_7_1_4095_AA_Trio8800_release/3111-65290-001.sip.ld

This is the reason the unit is downgrading to 5.7.1

Is this a Zoom Provisioned Unit as if yes then they control the release.

If you find issues with the Image they provision please work with Zoom support on this.

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

Best Regards

Steffen Baier