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Polycom VVX 400 - File system error version mismatch

Occasional Visitor

Polycom VVX 400 - File system error version mismatch

I am the reseller and I have no one else to contact but Polycom Support. Is my customer out 4 VVX 4XX phones.


I have tried to configure FTP provisioning to a local workstation running FTP physically attached to the phone and the FTP server is not connected to before receiving the "File System error - version mismatch" message.


I have read all the posts on this forum and other forums and they all say the same thing - RMA is the only fix for this issue. I have recently updated a bunch of VVX phones and 4 of them now have the File system error version mismatch error with the only option being FIX. (Which does nothing)


I called in to Polycom support to get support. I spent time training to get certified and have support thorugh Polycom and I was told that since the phone is not under warranty, I would have to pay a 1 time fee of $500(??). No support. Why did I waste my time training and getting certified if I can't get support.


Why isn't there a detailed article on how to resolve this issue. The phones were working fine until an update was performed on the phone.


Where else can I go from here?


Dave P


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Polycom Employee & Community Manager

Re: Polycom VVX 400 - File system error version mismatch



welcome to the Polycom Community.

Both the community's Must Read First and the community's 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:


  • Provide the exact Software Version of your Phone
  • Provide the Phone Model
  • Provide the Call Platform (aka openSIP,Skype for Business Online, Skype for Business on Premise, Lync)
  • Additional Polycom Infrastructure (RPRM,PDMS or BToE)
  • If applicable provide a backup of the phone in question

UC Software 4.0.0 or later via the Web Interface Utilities > Phone Backup & Restore > Phone Backup > Phone Backup

  • 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 if the issue is a day 1 issue or only happened after an upgrade or any other relevant details

Whilst providing some of these details may not directly impact any possible answer the community can provide, it does enable Polycom 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 a 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 post’s.


The community search => here <= finds some older posts from 2014 and 2015


There is also a Article which can be found in our ASK database => here <= 


As the unit itself is no longer within warranty you should be prepared to Pay Per Incident / PPI. This is all outlined in detail here


Providing the serial of the unit would give us an indication how old it is. From my knowledge only an RMA will address 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

Polycom Global Services

<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and maybe answered on weekends, bank holidays or personal holidays.
Message 2 of 2