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The HP Community is where owners of HP products, like you, volunteer to help each other find solutions.
HP Recommended

As the title suggests I have a Soundstation IP5000 that will not install the BootROM update.

It currently does not have any application installed, it's only occasionally attempting to find the application image 3111-30900-001.sip.ld/sip.ld (version 4.0.14 from here).

It's BootROM version is 4.3.1 and I'm trying to install 4.4.0B from here

It is able to connect to the TFTP server and can find the files 3111-30900-001.bootrom.ld and bootrom.ld but it always reboots when it is only half-way downloaded, It also randomly reboots when in the settings menu, there is no error message.

 

The TFTP server is running via dnsmasq and I can confirm that I am able to pull the files via a desktop.

 

 

6 REPLIES 6
HP Recommended

Hello @MattyS,

welcome to the Polycom Community.

This could have many reasons aka Firewall, Anti Virus etc.

 

I always suggest to use FTP instead of TFTP


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
HP Recommended
The issue has nothing to do with the firewall or TFTP as it is able to connect to the TFTP server and successfully download the 000000000000.cfg file and the download for 3111-30900-001.bootrom.ld starts but crashes half-way, also a firewall would not explain the random crashes while in the settings menu. Using FTP instead of TFTP is not ideal as it would require installing additional packages which isn't worth it for a single phone.
HP Recommended

Hello @MattyS,

Not knowing the history of the device or where it came from or how it got into this state I can only assume it is either faulty or the PoE port or external Power does not deliver enough to power the unit.


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
HP Recommended
It happens when on POE and when using the external power supply.
HP Recommended

Hello @MattyS,

Again you are not providing answers to all questions.

 

I suggest you raise a case.

In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you.

End Customers are unable to open a ticket directly with Polycom support.

If this is some sort of an Internet discounter please post either your phone's MAC address or your Polycom devices serial so I can look up who would be able to support you. This may not be who you purchased the Polycom device from.

If the unit is no longer within 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

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
HP Recommended

I know this is an old thread but I have just run into a similar issue and have solved it.

My conditions

Handset: VVX 310 on Gigabit PoE network

PBX: Rasberry Pi4 running IncrediblePBX

TFTP server: dnsmasq running as TFTP server. Downloads verified working.

Desire: Update UC to 5.9.7 via TFTP from Pi

Failure: Loads software until 4/5 of load bar and shows error "Error: failed to load software" (or words to that effect) followed by a reboot. Cycle continues.

What I Found

dnsmasq is unsuitable for this software update task because it is built as a download only server and the VVX's have an installer that fails when it cannot write a log file back to the TFTP server. In my opinion this is broken behavior as the provision of a log file is a process nicety and an error or missing verification surrounding its provision should not bring the core process to a halt, but it does, and on equipment this old it won't be fixed, so the bottom line is to use a TFTP service that is verifyably able to be read and written to. I used tftpd-hpa with config in /etc/default/tftpd-hpa as

TFTP_USERNAME="tftp"
TFTP_DIRECTORY="/var/lib/tftpboot"
TFTP_ADDRESS="0.0.0.0:69"
TFTP_OPTIONS="--secure --create"

The --create allows write access. It also opens up a security hole so once your phones are all upgraded it might be wise to review its need.

How I found this

I used the venerable tcpdump utility.

root@incrediblepbx:~# tcpdump port 69 -v

tcpdump: listening on eth0, link-type EN10MB (Ethernet), capture size 262144 bytes
22:18:42.825217 IP (tos 0x0, ttl 64, id 0, offset 0, flags [DF], proto UDP (17), length 66)
192.168.1.44.39161 > 192.168.1.##.tftp: 38 RRQ "0004f2901aef.cfg" octet blksize 8192
22:18:42.835146 IP (tos 0x0, ttl 64, id 0, offset 0, flags [DF], proto UDP (17), length 66)
192.168.1.44.16589 > 192.168.1.##.tftp: 38 RRQ "000000000000.cfg" octet blksize 8192
22:18:42.858140 IP (tos 0x0, ttl 64, id 0, offset 0, flags [DF], proto UDP (17), length 71)
192.168.1.44.62226 > 192.168.1.##.tftp: 43 RRQ "3111-46161-001.sip.ld" octet blksize 8192
22:21:48.331405 IP (tos 0x0, ttl 64, id 0, offset 0, flags [DF], proto UDP (17), length 71)
192.168.1.44.46053 > 192.168.1.##.tftp: 43 WRQ "0004f2901aef-boot.log" octet blksize 8192

At that point using dnsmasq the download failed - a WRQ. Nowhere in the exhaustive Polycom documentation does it say the handset writes back in this operation and it certainly does not admit that the process fails if it finds it can't. But since it failed there I provided a TFTP server with write capability and it worked.

 

Other ways to make it fail

In the process of diagnosing the problem I did a factory reset. after setting the obvious parameters it still told me the file could not be loaded. tcpdump showed me the RRQ was asking for a files prepended with the server ip. To prevent this:

In the Provisioning Server menu scroll down the display to reveal "Tag SN to UA" setting, making sure it is set to Disabled. Also don't enter anything into the "Upgrade Server" field.

Other posts have reported failures using gigabit port speeds so I set the Lan Port Mode  to 100HD for this download. I set it back to full speed once the upgrade is done.

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