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Reformatted IP 550 "error application not present"

jonygeorge
Visitor

Reformatted IP 550 "error application not present"

I  reformatted my ip 550 and have spent hours trying to load new firmware onto the phone with no success. After reformatting I only have basic access to the networking menu and no access to the GUI.   I have read through the FAQ section and spent hours reading posts and watched tutorials on google. I am using a TFTP sever to configure the phone and have successfully upgraded firmware and configured other  polycon IP550's  via TFTP server no problem only the ones I configured had not been reformatted.  I have tried several versions of firmware with the same results and loaded both the boot rom and UC software into the same folder. The TFTP server is functioning and it does read the files until the error message pops up (application not present!) and (2345-125000-001.sip.ID  is not compatible with this phone). I am assuming I am missing a critical file that needs to be in the TFTP server directory that must be present on a phone that has been reformatted. Any help greatly appreciated.

 

Here is some information from the phone.

 

REV: 5.0.2.12692

 

Error, application not present!

 

2345-12500-001.sip.Id is not compatible with this phone

 

The last combination I have tried was (BootRom_4_0_0_release_sig)  &  (spip_ssip_2_2_0_release.sig)   Both folders extracted into the TFTP root folder.

 

Thanks Again!

Message 1 of 4
3 REPLIES 3
SteffenBaierUK
Polycom Employee & Community Manager

Re: Reformatted IP 550 "error application not present"

Hello jonygeorge,

welcome to the Polycom Community.

The community's VoIP FAQ contains this post here:

 

Sep 27, 2012 QuestionI get the error Message “application not present / found” on my phones screen

Resolution: Please check => here <=

 

Above basically means that you are attempting to flash a software Version on the phone that is not compatible with the current BootROM / Updater. This is outlined in the linked post above

 

Using a SIP version whilst a UCS Version is installed will not work.

 

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

 

Please follow the above post and either use UCS 4.0.4 or downgrade to UCS 3.3.2

 

This is all explained in the above post.

 

If you still struggle please work with your Polycom reseller and/or Polycom support.


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 2 of 4
jonygeorge
Visitor

Re: Reformatted IP 550 "error application not present"

Thank you for the reply. I did read the postings but I am still stuck not knowing which combination of files to choose so I can put it to use. I don't know which boot rom the phone is currently using. How can I find out which boot rom my phone is running so that I can choose the correct software configuration?  Where I have reformatted the phone the only menu I can access is a setup screen with provisioning server and other IP options and no GUI.  There is no status or info screen.If I press the about button on the soft key I get (rev: 5.0.2.12692) but I don't understand if this refers to anything useful as far as which firmware combination I need to go with or what I need to downgrade or upgrade to get a sip configuration that will work.  Thank you again for the help.

Message 3 of 4
SteffenBaierUK
Polycom Employee & Community Manager

Re: Reformatted IP 550 "error application not present"

Hello jonygeorge,

I had already outlined that you need the UCS 4.0.4 release as you are already on the new Updater / Upgrader (no longer called BootROM).

 

The linked post describing the upgrade / downgrade process explains this in detail. 


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 4 of 4