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The HP Community is where owners of HP products, like you, volunteer to help each other find solutions.
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‎10-07-2014 01:54 AM

HP Recommended

I am attempting to upgrade some SoundPoint IP 550 handsets to the most current software version available from Polycom.

 

I can initially log into the phone, via its IP address, and browse to Utilities -> Software Upgrade and choose "Check for Updates" and I immediately get a list of the most currently available firmware versions.


However, if I then go ahead and upgrade the phone to the latest version available from the Polycom hosted server (version 4.1.1), after the phone reboots and I attempt to check for updates again, the browser hangs and I get a javascript error stating that the browser has crashed.   I get this same behavior on both Chrome and Firefox.

 

I am using a brand new Windows 8.1 system, with the most current versions of Firefox, Chrome and Java and yet I still get a prompt from the browsers that one of the new Javascripts running from the web UI of the upgraded phone is hangng and causina crash.

 

Is this a known issue?  

3 REPLIES 3

‎10-07-2014 02:20 AM

HP Recommended

Hello onetech-it,

welcome to the Polycom Community.

 

A pre requisite for anyone simply updating to another software version should always be to consult the release notes first in order to determine if the update is actually applicable to the users setup.

 

The release notes for the SPIP / SSIP UCS 4.1.x software clearly state:

 

  • Polycom UC Software 4.1.1 is for use with Microsoft® Lync Server and using a single registered line only.

Are you using the SPIP with LYNC or a simple SIP server ?

 

I have had reports where certain browsers caused issues when accessing the web interface.

 

What exact version are you using and have you for eample using Internet Explorer tried to utilize compatibility mode?


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

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
Was this reply helpful? Yes No

‎10-07-2014 03:05 AM

HP Recommended

Hello Stefen,

 

No we will not be using the phones with a Lync server, but that still wouldn't explain why after upgrading the phones to firmware 4.1.1, I am no longer available to use the Software Upgrade tool through the phone's web UI, I am not able to downgrade the firmware using the same method that I used to upgrade the phone to 4.1.1.   Instead the UI immediately hangs after attempting to reload the list of available firmware versions from the Polycom hosted servers.    This worked fine when the phone was under version 4.0.3 but once I performed a factory reset and upgraded to 4.1.1, the web UI causes both Firefox and Chrome to hang.

 

Does the web UI require a specific build of Java or something?  

Was this reply helpful? Yes No

‎10-07-2014 04:05 AM

HP Recommended

Hello onetech-it,

after describing the issue in more detail I am able to verify that this is a known bug ( VOIP-93816 ).

 

Could you contact me via the community mail and provide me the MAC address of your phone and your personal details so I can get a support ticket raised.

 

You will need to manually provision the phone(s) in question and downgrade to the UCS 4.0.7 software.

 

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

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
Was this reply helpful? Yes No
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