Plantronics + Polycom. Now together as Poly Logo

Software Upgrade - Polycom Hosted Server Fails

Occasional Visitor

Software Upgrade - Polycom Hosted Server Fails

I have several polycom trio 8800, that is unable to connect to the Hosted Server. Please see log below:

 

1105092121|copy |3|00|ConfigureCurl : curl option usrpwd is not set
1105092121|copy |1|00|Set 'User-Agent: FileTransport PolycomRealPresenceTrio-Trio_8800-UA/5.7.1.4179 Type/Application'
1105092121|copy |1|00|Provisioning:Cipher suite = ALL:!aNULL:!eNULL:!DSS:!SEED:!ECDSA:!IDEA:!MEDIUM:!LOW:!EXP:!DH:!AECDH:!PSK:!SRP:!MD5:!RC4:@STRENGTH
1105092121|copy |2|00|[init] Proxy login credentials are not available and proxy mode is '3'
1105092121|copy |2|00|[performRedundant] Trying to connect proxy for 'http://downloads.polycom.com/voice/software/3111-65290-001.xml'
1105092121|copy |1|00|[connectToProxy] WPAD feature is disabled for mode '3'
1105092121|copy |3|00|[connectToProxy] Using DIRECT proxy for mode '3'
1105092121|copy |2|00|[performRedundant] Proxy connect result '0'
1105092121|copy |1|00|download attempt 1 of 3
1105092121|copy |1|00|ConfigRedun: 'downloads.polycom.com' has 1 IP address(es)
1105092121|copy |1|00|addr 1 = MIN (8,1)
1105092121|copy |1|00|addr 1 of 1
1105092121|copy |3|00|'http://downloads.polycom.com/voice/software/3111-65290-001.xml' from 'downloads.polycom.com(140.242.65.96)'
1105092121|copy |3|00|cfgProvSrvTypeGet()[4]
1105092121|copy |1|00|performCurl : ipAddress = 140.242.65.96, connTimeout = 0, respCode =0, numAddress = 1
1105092121|curl |3|00|About to connect() to downloads.polycom.com port 80 (#0)
1105092121|curl |3|00| Trying 140.242.65.96...
1105092121|curl |3|00|the local port callback returned 0
1105092121|curl |3|00|Local port: 27577
1105092126|curl |3|00|FAILED!
1105092126|curl |3|00|singleipconnect: could not connect to host
1105092126|curl |3|00| errno 115. retryCount at 2 timeout.tv_sec 35 waited 35 seconds
1105092126|curl |3|00| Retrying 54.210.194.27... , retryCount 2
1105092126|curl |3|00|FAILED!
1105092126|curl |3|00|singleipconnect: could not connect to host
1105092126|curl |3|00| errno 115. retryCount at 2 timeout.tv_sec 35 waited 35 seconds
1105092126|curl |3|00| Retrying 54.210.194.27... , retryCount 2
1105092156|curl |3|00|FAILED!
1105092156|curl |3|00|singleipconnect: could not connect to host
1105092156|curl |3|00| errno 115. retryCount at 3 timeout.tv_sec 35 waited 35 seconds
1105092156|curl |3|00| Retrying 140.242.65.96... , retryCount 3
1105092202|curl |3|00|FAILED!
1105092202|curl |3|00|singleipconnect: could not connect to host
1105092202|curl |3|00| errno 115. retryCount at 1 timeout.tv_sec 35 waited 35 seconds
1105092202|curl |3|00| Retrying 54.210.194.27... , retryCount 1
1105092202|curl |3|00|FAILED!
1105092202|curl |3|00|singleipconnect: could not connect to host
1105092202|curl |3|00| errno 115. retryCount at 1 timeout.tv_sec 35 waited 35 seconds
1105092202|curl |3|00| Retrying 54.210.194.27... , retryCount 1
1105092203|curl |3|00|Success
1105092203|curl |3|00|couldn't connect to host
1105092203|curl |3|00|Closing connection #0
1105092203|copy |3|00|Download of '000000000000-directory.xml' FAILED on attempt 3 (addr 1 of 2)
1105092203|copy |3|00|transport res: 7 respCode 0. transport error: Couldn't connect to server. transport error buffer: couldn't connect to host.
1105092203|copy |3|00|Making further download attempts for '000000000000-directory.xml'
1105092203|copy |1|00|addr 2 of 2
1105092203|copy |3|00|'https://PlcmSpIp:****@ztp.polycom.com/000000000000-directory.xml' from 'ztp.polycom.com(52.0.183.240)'
1105092203|copy |3|00|cfgProvSrvTypeGet()[4]
1105092203|copy |1|00|performCurl : ipAddress = 52.0.183.240, connTimeout = 0, respCode =0, numAddress = 2
1105092203|curl |3|00|About to connect() to ztp.polycom.com port 443 (#0)
1105092203|curl |3|00| Trying 52.0.183.240...
1105092203|curl |3|00|the local port callback returned 0
1105092203|curl |3|00|Local port: 61238
1105092203|curl |3|00|Success
1105092203|curl |3|00|couldn't connect to host
1105092203|curl |3|00|Closing connection #0
1105092203|copy |3|00|Download of '64167f777a10.cfg' FAILED on attempt 3 (addr 1 of 2)
1105092203|copy |3|00|transport res: 7 respCode 0. transport error: Couldn't connect to server. transport error buffer: couldn't connect to host.
1105092203|copy |3|00|Making further download attempts for '64167f777a10.cfg'
1105092203|copy |1|00|addr 2 of 2
1105092203|copy |3|00|'https://PlcmSpIp:****@ztp.polycom.com/64167f777a10.cfg' from 'ztp.polycom.com(52.0.183.240)'
1105092203|copy |3|00|cfgProvSrvTypeGet()[4]
1105092203|copy |1|00|performCurl : ipAddress = 52.0.183.240, connTimeout = 0, respCode =0, numAddress = 2
1105092203|curl |3|00|About to connect() to ztp.polycom.com port 443 (#0)
1105092203|curl |3|00| Trying 52.0.183.240...
1105092203|curl |3|00|the local port callback returned 0
1105092203|curl |3|00|Local port: 19834
1105092232|curl |3|00|FAILED!
1105092232|curl |3|00|singleipconnect: could not connect to host
1105092232|curl |3|00| errno 115. retryCount at 2 timeout.tv_sec 35 waited 35 seconds
1105092232|curl |3|00| Retrying 140.242.65.96... , retryCount 2
1105092238|curl |3|00|FAILED!
1105092238|curl |3|00|singleipconnect: could not connect to host
1105092238|curl |3|00| errno 115. retryCount at 3 timeout.tv_sec 35 waited 35 seconds
1105092238|curl |3|00| Retrying 52.0.183.240... , retryCount 3
1105092238|curl |3|00|FAILED!
1105092238|curl |3|00|singleipconnect: could not connect to host
1105092238|curl |3|00| errno 115. retryCount at 3 timeout.tv_sec 35 waited 35 seconds
1105092238|curl |3|00| Retrying 52.0.183.240... , retryCount 3
1105092308|curl |3|00|FAILED!
1105092308|curl |3|00|singleipconnect: could not connect to host
1105092308|curl |3|00| errno 115. retryCount at 1 timeout.tv_sec 35 waited 35 seconds
1105092308|curl |3|00| Retrying 140.242.65.96... , retryCount 1
1105092309|curl |3|00|Success
1105092309|curl |3|00|couldn't connect to host
1105092309|curl |3|00|Closing connection #0
1105092309|copy |3|00|Download of 'voice/software/3111-65290-001.xml' FAILED on attempt 1 (addr 1 of 1)
1105092309|copy |3|00|transport res: 7 respCode 0. transport error: Couldn't connect to server. transport error buffer: couldn't connect to host.
1105092309|copy |3|00|Making further download attempts for 'voice/software/3111-65290-001.xml'
1105092309|copy |1|00|attempt with '140.242.65.96' took 10801 ticks
1105092309|copy |1|00|download attempt 2 of 3
1105092309|copy |1|00|ConfigRedun: 'downloads.polycom.com' has 1 IP address(es)
1105092309|copy |1|00|addr 1 = MIN (8,1)
1105092309|copy |1|00|addr 1 of 1
1105092309|copy |3|00|'http://downloads.polycom.com/voice/software/3111-65290-001.xml' from 'downloads.polycom.com(140.242.65.96)'
1105092309|copy |3|00|cfgProvSrvTypeGet()[4]
1105092309|copy |1|00|performCurl : ipAddress = 140.242.65.96, connTimeout = 0, respCode =0, numAddress = 1
1105092309|curl |3|00|About to connect() to downloads.polycom.com port 80 (#0)
1105092309|curl |3|00| Trying 140.242.65.96...
1105092309|curl |3|00|the local port callback returned 0
1105092309|curl |3|00|Local port: 33586
1105092314|curl |3|00|FAILED!
1105092314|curl |3|00|singleipconnect: could not connect to host
1105092314|curl |3|00| errno 115. retryCount at 2 timeout.tv_sec 35 waited 35 seconds
1105092314|curl |3|00| Retrying 52.0.183.240... , retryCount 2
1105092314|curl |3|00|FAILED!
1105092314|curl |3|00|singleipconnect: could not connect to host
1105092314|curl |3|00| errno 115. retryCount at 2 timeout.tv_sec 35 waited 35 seconds
1105092314|curl |3|00| Retrying 52.0.183.240... , retryCount 2
1105092344|curl |3|00|FAILED!
1105092344|curl |3|00|singleipconnect: could not connect to host
1105092344|curl |3|00| errno 115. retryCount at 3 timeout.tv_sec 35 waited 35 seconds
1105092344|curl |3|00| Retrying 140.242.65.96... , retryCount 3
1105092350|curl |3|00|FAILED!
1105092350|curl |3|00|singleipconnect: could not connect to host
1105092350|curl |3|00| errno 115. retryCount at 1 timeout.tv_sec 35 waited 35 seconds
1105092350|curl |3|00| Retrying 52.0.183.240... , retryCount 1
1105092350|curl |3|00|FAILED!
1105092350|curl |3|00|singleipconnect: could not connect to host
1105092350|curl |3|00| errno 115. retryCount at 1 timeout.tv_sec 35 waited 35 seconds
1105092350|curl |3|00| Retrying 52.0.183.240... , retryCount 1
1105092351|curl |3|00|Success
1105092351|curl |3|00|couldn't connect to host
1105092351|curl |3|00|Success
1105092351|curl |3|00|Closing connection #0
1105092351|curl |3|00|couldn't connect to host
1105092351|copy |3|00|Download of '000000000000-directory.xml' FAILED on attempt 3 (addr 2 of 2)
1105092351|copy |3|00|transport res: 7 respCode 0. transport error: Couldn't connect to server. transport error buffer: couldn't connect to host.
1105092351|curl |3|00|Closing connection #0
1105092351|copy |1|00|attempt with '52.0.183.240' took 21600 ticks
1105092351|copy |3|00|Download of '64167f777a10.cfg' FAILED on attempt 3 (addr 2 of 2)
1105092351|copy |3|00|transport res: 7 respCode 0. transport error: Couldn't connect to server. transport error buffer: couldn't connect to host.
1105092351|copy |1|00|attempt with '52.0.183.240' took 21601 ticks
1105092351|copy |3|00|Update of '/data/polycom/ffs0/newinit.mac' failed, leaving local copy intact
1105092351|cfg |4|00|Prov|Server did not respond to request for file 64167f777a10.cfg
1105092351|cfg |4|00|Prov|Server 'ztp.polycom.com' is unresponsive
1105092351|cfg |4|00|Prov|Download of master configuration file failed
1105092351|cfg |4|00|Prov|Trying to boot from existing configuration
1105092351|cfg |4|00|Prov|Provisioning failed
1105092351|clist|4|00|dbSet::load:cleared load error state m_sync=<0x40>
1105092351|clist|4|00|dbSet::ioRequest:dir=<0> m_status=<true> src=<000000000000-directory.xml> dst=</data/polycom/ffs0/user/64167f777a10/000000000000-directory.xml> m_sync=<0x10>
Message 1 of 4
3 REPLIES 3
Polycom Employee & Community Manager

Re: Software Upgrade - Polycom Hosted Server Fails

Hello @Panton_Steve ,

 

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 or BlueJeans)
  • 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




<======== 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 4
Occasional Visitor

Re: Software Upgrade - Polycom Hosted Server Fails

I tried the recommended solution and it did not work for me. 

Polycom Trio 8800

Software version: 5.7.1.4179

Connected to Cucm for dial tone.

Message 3 of 4
Polycom Employee & Community Manager

Re: Software Upgrade - Polycom Hosted Server Fails

Hello @Panton_Steve ,

 

Did you try allowing the traffic through your firewall?

 

You did not share the relevant logs to prove this as outlined in the above-linked document so we need to assume it is your firewall.

 

The next step would be to open a 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.

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




<======== 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 4 of 4