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TFTP Provisioning not grabbing firmware

Occasional Contributor

TFTP Provisioning not grabbing firmware

We have set up a TFTP server.  We see that the phone connects to it but we are not able to get the phone to pull the file.  I have included the log file in the attachment.  This is for a Polycom Trio 8500.  Any help would be appreciated. 

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Polycom Employee & Community Manager

Re: TFTP Provisioning not grabbing firmware

Hello @Rightpoint ,


welcome to the Polycom Community.

Both the community's Must Read First and the community's 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,Skype for Business Online, Skype for Business on Premise, Lync)
  • Additional Polycom 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 Polycom 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 a 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 post’s.


Looking at your log:

	Line 194: 000042.364|cfg  |*|00|Prov|Starting to update firmware/3111-66700-001.sip.ld
	Line 253: 0222200639|cfg  |*|00|Prov|Starting to update firmware/sip.ld
	Line 254: 0222200639|copy |*|00|Server '' said 'firmware/sip.ld' is not present
	Line 264: 0222200639|cfg  |*|00|Prov|Starting to update firmware/3111-66700-001.sip.ld
	Line 273: 0222200644|cfg  |*|00|Prov|Starting to update firmware/sip.ld
	Line 274: 0222200644|copy |*|00|Server '' said 'firmware/sip.ld' is not present
	Line 544: 000025.314|cfg  |*|00|Prov|Starting to update firmware/3111-66700-001.sip.ld
	Line 583: 0222201240|cfg  |*|00|Prov|Starting to update firmware/sip.ld
	Line 584: 0222201240|copy |*|00|Server '' said 'firmware/sip.ld' is not present
	Line 594: 0222201240|cfg  |*|00|Prov|Starting to update firmware/3111-66700-001.sip.ld
	Line 595: 0222201244|cfg  |*|00|Prov|Starting to update firmware/sip.ld
	Line 596: 0222201244|copy |*|00|Server '' said 'firmware/sip.ld' is not present
	Line 869: 000026.015|cfg  |*|00|Prov|Starting to update firmware/3111-66700-001.sip.ld
	Line 906: 0222201418|cfg  |*|00|Prov|Starting to update firmware/sip.ld
	Line 907: 0222201418|copy |*|00|Server '' said 'firmware/sip.ld' is not present
	Line 917: 0222201418|cfg  |*|00|Prov|Starting to update firmware/3111-66700-001.sip.ld
	Line 918: 0222201422|cfg  |*|00|Prov|Starting to update firmware/sip.ld
	Line 919: 0222201422|copy |*|00|Server '' said 'firmware/sip.ld' is not present
	Line 1186: 000025.535|cfg  |*|00|Prov|Starting to update 3111-66700-001.sip.ld
	Line 1225: 0222201548|cfg  |*|00|Prov|Starting to update sip.ld
	Line 1226: 0222201548|copy |*|00|Server '' said 'sip.ld' is not present
	Line 1236: 0222201548|cfg  |*|00|Prov|Starting to update 3111-66700-001.sip.ld
	Line 1237: 0222201552|cfg  |*|00|Prov|Starting to update sip.ld
	Line 1238: 0222201552|copy |*|00|Server '' said 'sip.ld' is not present

The Trio never seems to get to your server. You could verify this by checking the TFTP logs.


TFTP is not working for a Trio anyway as most clients have issues transmitting the larger files to the Trio.


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


Please follow the above and use FTP instead.


If you still have issues ensure you provide the minimum basic information.


If this fails please work with SCANSOURCE COMMUNICATIONS who sold this unit back in 02/12/2018

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: 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
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