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Soundstation IP5000 software will not update

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Occasional Visitor

Soundstation IP5000 software will not update

Attempting to upgrade software from 4.0.9.1191 to 4.0.14.1388 via device/browser interface from Polycom server. Installation appears to succeed, operable for a brief time, then phone does an uncommanded reboot and reinstalls 4.0.9.1191

Message 1 of 6
5 REPLIES 5
Polycom Employee & Community Manager

Re: Soundstation IP5000 software will not update

Hello @hocter ,

 

welcome to the Poly Community.

 

I suggest you check here:

 

May 11, 2018 Question: Why do I get a "Failed to fetch available software from the Polycom 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 <=

 

If this does not help you setup your own server as outlined 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

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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 6
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Occasional Visitor

Re: Soundstation IP5000 software will not update

Thanks for the post, but none of the scenarios seem to fit the situation.  I am using the Polycom provisioning server and the software appears to download and install OK on the phone.  There is no "fail to fetch" message.  The phone then reboots and re-installs the original version, without any input from me.

Message 3 of 6
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Polycom Employee & Community Manager

Re: Soundstation IP5000 software will not update

Hello @hocter ,

 

the shared FAQ explains how to setup your own server. It also shows how to use logging levels to display more details.

 

As you have not shared any logs we are unable to comment.

 

If this still fails or you are unable to setup your own server the next step would be a support ticket.


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

End Customers are 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

----------------

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 6
Highlighted
Occasional Visitor

Re: Soundstation IP5000 software will not update

Log files are attached.  I would prefer to simply use Polycom's provisioning server rather than set one up for myself, as long as it works.

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Polycom Employee & Community Manager

Re: Soundstation IP5000 software will not update

Hello @hocter ,

 

Your logs show RingCentral is providing your service so I suggest please work with them on this.

 

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

----------------

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 6