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Soundpoint IP 335 failed to get boot

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Occasional Advisor

Soundpoint IP 335 failed to get boot

I keep getting the error that the phone failed to get boot after formatting the file system.

I think I require the bootrom and software however I cannon locate these files to add to my ftp server so the phone can pick it up and hopefully sort itself out

Message 1 of 13
12 REPLIES 12
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Polycom Employee & Community Manager

Re: Soundpoint IP 335 failed to get boot

Hello @towserthewolf ,

 

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

 

Sep 27, 2012 QuestionI get the message “Error application not present / Application not Found” on my phones screen

Resolution: Please check => here <= or => here <= and ensure you are not using a TFTP 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

----------------
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 13
Highlighted
Occasional Advisor

Re: Soundpoint IP 335 failed to get boot

I have tried that however my FTP server just causes the phone to get stuck on "waiting for network to initalize..." then it goes back to failed to get boot after a few minutes
Message 3 of 13
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Polycom Employee & Community Manager

Re: Soundpoint IP 335 failed to get boot

Hello @towserthewolf 

 

without logs, we will not be able to suggest anything.

 

Best Regards

 

Steffen Baier

----------------
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 13
Highlighted
Occasional Advisor

Re: Soundpoint IP 335 failed to get boot

I don't know how to get logs if I can't log in to the phone

Message 5 of 13
Highlighted
Polycom Employee & Community Manager

Re: Soundpoint IP 335 failed to get boot

Hello @towserthewolf 

 

the phone in this state will only upload logs to a valid provisioning server. If it cannot communicate with the FTP server there will be no logs.

 

I would suggest you check your local firewall so the phone can connect to the PC running the FTP.

 

Best regards

 

Steffen Baier

----------------
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 6 of 13
Highlighted
Occasional Advisor

Re: Soundpoint IP 335 failed to get boot

FTP is allowed in firewall, I can connect to it on another device but the phone itself for some reason can't seem to get boot

Message 7 of 13
Highlighted
Polycom Employee & Community Manager

Re: Soundpoint IP 335 failed to get boot

Hello @towserthewolf 

 

the minimum basic functionality of the phone should enable it to communicate with a FTP server if the credentials and IP is added.

 

As we do not know the history of this device and/or how it got into this state it is hard to try and provide some help.

 

If no other community volunteer has any ideas then the next step would usually be a support 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. Available End User Poly services offerings are detailed here

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

----------------
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 8 of 13
Highlighted
Occasional Advisor

Re: Soundpoint IP 335 failed to get boot

I have already attempted telephone communication and I lack the required documents. 

 

this device is set to use the ftp settings for the server, I'm not sure if the files are in the wrong place which could be why it won't detect them

Message 9 of 13
Highlighted
Polycom Employee & Community Manager

Re: Soundpoint IP 335 failed to get boot

Hello @towserthewolf 

 

we already shared:

 

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

 

The above contains all information.

 

You have not posted the following:

 

  • An explanation of how the phone got into this state or the history of it
  • A MAC/Serial sh we can lookup who should be able to support you if the phone is still within warranty.

Best regards

 

Steffen Baier

----------------
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 10 of 13