Software Upgrade - Polycom Hosted Server Fails - XML cannot be read

[mwadmin]

Testing a VVX 450, currently on 5.8.0.12848 and trying to upgrade to 5.8.1 or 5.8.2 as per the matrix. When querying the Polycom Hosted Server via the GUI, it fails with error "The XML file you specified cannot be read. Contact your Polycom Hosted Server Administrator."

Is a Custom Provisioning server our only option for the VVX 250/350/450 line?

Thanks in advance. Cheers

[SteffenBaierUK]

Hello @mwadmin,

welcome to the Polycom Community.

I have reported this internally and we look into this.The best way is always having a local server.

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

[SteffenBaierUK · Accepted solution]

Hello all,

this should now be fixed.

Steffen Baier

[Bachir]

Hello Guys,
I do have the same problem, can you tell how did you solved this?

Thanks in advance

[SteffenBaierUK]

Hello @Bachir ,

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:

• Provide the exact Software Version of your Phone
• Provide the Phone Model
• Provide the Call Platform (aka openSIP, Teams, Skype for Business Online, Skype for Business on Premise, Lync, Zoom , BlueJeans and/or Hybrid Registration)
• Provide details if UC / SIP or ObiEdition
• Additional Poly 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. 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

[Bachir]

Hello @SteffenBaierUK

Excuse me, I am not experienced with these technologies, 

Here are requested informations.

Current Software version: 

UC Software Version: 5.5.2.8571

Phone Model VVX 600

Call Platform: Skype for Business

Use BToE to pair with PC,

Backup => Attached.

The problem I get when try todo:

Utilities > Software upgrade > Polycom Hosted Server > Check for Updates

I got the following error: 

The XML file you specified cannot be read. Contact your Polycom Hosted Server Administrator.

In the logs, I catched this part:

0219104115|copy |3|00|'http://downloads.polycom.com/voice/software/3111-44600-001.xml' from 'downloads.polycom.com(140.242.65.96)'
0219104115|copy |3|00|cfgProvSrvTypeGet()[0]
0219104115|copy |1|00|performCurl : ipAddress = 140.242.65.96, connTimeout = 0, respCode =0, numAddress = 1
0219104115|curl |3|00|About to connect() to downloads.polycom.com port 80 (#0)
0219104115|curl |3|00| Trying 140.242.65.96...

By pasting the following URL [http://downloads.polycom.com/voice/software/3111-44600-001.xml] in my browser, I get a damaged xml file, I attached it as well.

Can you help me please with this?

Thanks in advance

0219104115|curl |3|00|the local port callback returned 0
0219104115|curl |3|00|Local port: 32024
0219104116|curl |3|00|connected after 1 seconds
0219104116|curl |3|00|Connected to downloads.polycom.com (140.242.65.96) port 80 (#0)
0219104116|copy |1|00|opened file /rfs0/version.xml for writing
0219104116|curl |3|00|Connection #0 to host downloads.polycom.com left intact
0219104116|copy |3|00|Download of 'voice/software/3111-44600-001.xml' succeeded on attempt 1 (addr 1 of 1)
0219104116|copy |1|00|Success on attempt 1 of 3 addr 1 of 1
0219104116|curl |3|00|Closing connection #0

[SteffenBaierUK]

Hello @Bachir 

I can only assume something in your network is not allowing the phone to fully download and parse the XML file. As you see a similar issue on your PC I can only advise you to set up your own server.

Simply use FileZIlla server as shown here:

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

[gnavarrette]

Hi @SteffenBaierUK

Just as a FYI - I'm also seeing only a partial XML config from the URL posted [http://downloads.polycom.com/voice/software/3111-44600-001.xml], tested from 3 different networks I have access to.

Also, if you feed that URL into a web based source viewer such as codebeautify.org's source code viewer [https://codebeautify.org/source-code-viewer], it also shows that only a small snipped of a full XML document is served. That might still need some investigating. 

[SteffenBaierUK]

Hello @gnavarrette  and @Bachir 

You are correct. The Link for the VVX600 is not in the right format. I open an internal ticket and get this fixed.

Best Regards

Steffen Baier

[Bachir]

Hello @SteffenBaierUK, 
Do you have any updates on this issue? 

Thanks