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

I've been trying for over a day now to update my IP 7000 phone.

 

I'm using a TFTP server with the phone pointed to it.

 

The current Version on the phone is 3.3.3.0069.

 

I have downloaded and unzipped the UC Sofftare 4.0.9 combined release, the UC Updater 5.0.5 and the BootRom Upgrader 4.4.0.

 

I have looked at several threads in trying to figure out what the problem is.  Whenever I reboot to phone to let it update, I get an error on the phone saying 'image not compatible'  I know that's supposed to be handled with the Upgrader package but I'm still having issues.

 

I'm watching my TFTP client as the phone reboots and I'm getting several Timeout errors on the sip.Id and bootrom.Id I also noticed that the file transfers are stopping for both of these files at about 80% and that's when it times out.

 

Any recommendations?  Should I maybe use an earlier version of the updates?

1 ACCEPTED SOLUTION

Accepted Solutions
HP Recommended

Hello ChrisMitchell,

welcome to the Polycom Community.

I personally updated a SSIP7000 earlier this morning from Version 3.3.2 to 4.0.9 directly.

 

The content of my Directory:

26/03/2014  21:23               681 000000000000-directory~.xml
26/03/2014  21:23             1,699 000000000000.cfg
26/07/2011  14:58           725,400 2345-12345-001.bootrom.ld
26/07/2011  14:58           723,060 2345-12360-001.bootrom.ld
01/06/2015  06:40         4,628,840 2345-12360-001.sip.ld
26/07/2011  14:59           723,060 2345-12365-001.bootrom.ld
01/06/2015  06:40         4,628,840 2345-12365-001.sip.ld
26/07/2011  14:59           723,060 2345-12365-002.bootrom.ld
26/07/2011  14:59           725,400 2345-12375-001.bootrom.ld
01/06/2015  06:40         4,628,840 2345-12375-001.sip.ld
26/07/2011  14:59           725,400 2345-12375-002.bootrom.ld
26/07/2011  14:59           706,324 2345-12450-001.bootrom.ld
01/06/2015  06:40         5,303,120 2345-12450-001.sip.ld
26/07/2011  14:59           706,324 2345-12450-002.bootrom.ld
26/07/2011  14:59           714,560 2345-12500-001.bootrom.ld
01/06/2015  06:40         4,669,136 2345-12500-001.sip.ld
26/07/2011  14:59           714,560 2345-12560-001.bootrom.ld
01/06/2015  06:40         4,669,136 2345-12560-001.sip.ld
26/07/2011  14:59           763,344 2345-12600-001.bootrom.ld
01/06/2015  06:40         4,669,136 2345-12600-001.sip.ld
26/07/2011  14:59           763,344 2345-12600-002.bootrom.ld
26/07/2011  14:59           763,344 2345-12670-001.bootrom.ld
01/06/2015  06:40         4,573,852 2345-12670-001.sip.ld
26/07/2011  14:59           763,344 2345-12670-002.bootrom.ld
01/06/2015  06:37        49,180,228 2345-17960-001.sip.ld
24/11/2011  22:13         4,855,286 3111-15600-001.bootrom.ld
01/06/2015  08:32        10,247,552 3111-15600-001.sip.ld
01/06/2015  06:40         5,741,592 3111-19000-001.sip.ld
26/07/2011  15:00           683,748 3111-30900-001.bootrom.ld
01/06/2015  06:40         4,936,880 3111-30900-001.sip.ld
01/06/2015  06:38        46,938,460 3111-33215-001.sip.ld
24/11/2011  22:13         6,066,065 3111-40000-001.bootrom.ld
01/06/2015  08:32        11,693,000 3111-40000-001.sip.ld
01/06/2015  06:38        48,691,096 3111-44500-001.sip.ld
19/03/2008  05:22             8,453 Beach.jpg
07/08/2008  18:31             4,726 Beach256x116.jpg
19/03/2008  05:22            29,856 BeachEM.jpg
24/11/2011  22:13        15,237,792 bootrom.ld
28/05/2015  13:39    <DIR>          Config
19/03/2008  05:22            10,552 Jellyfish.jpg
07/08/2008  18:31             5,040 Jellyfish256x116.jpg
19/03/2008  05:22             7,258 JellyfishEM.jpg
28/05/2015  13:37    <DIR>          languages
19/03/2008  05:22            16,210 Leaf.jpg
07/08/2008  18:31             7,942 Leaf256x116.jpg
19/03/2008  05:22            21,401 LeafEM.jpg
11/02/2010  19:57           127,966 LoudRing.wav
19/03/2008  05:22            18,584 Mountain.jpg
07/08/2008  18:31             9,075 Mountain256x116.jpg
19/03/2008  05:22            19,099 MountainEM.jpg
19/03/2008  05:22            34,504 Palm.jpg
07/08/2008  18:31            14,091 Palm256x116.jpg
19/03/2008  05:22            31,212 PalmEM.jpg
02/12/2014  04:09             4,836 ReadMe.txt
19/03/2008  05:22            22,218 Sailboat.jpg
07/08/2008  18:31             9,036 Sailboat256x116.jpg
19/03/2008  05:22            28,811 SailboatEM.jpg
28/05/2015  06:49                14 sip.ver
28/05/2015  13:39    <DIR>          SoundPointIPLocalization
26/03/2014  21:23            95,926 SoundPointIPWelcome.wav
16/04/2010  21:47            31,700 Warble.wav

The actual files for the SSIP7000 are named 3111-40000-001

 

The SoundPoint_IP_BootROM_4_4_0B_Upgrader contains the relevant 3111-40000-001.bootrom.ld and the actual SIP file for the IP7000 contained in the Polycom_UC_Software_4_0_9_release_sig is 3111-40000-001.sip.ld.

 

The matching Polycom_UC_Updater_5_0_8_release then contains the latest Updater for the SSIP7000 in 3111-40000-001.updater.ld

 

The Phone will only look for the updater once it has been successfully upgrade to the UC Software so I would remove any updater files prior to this.

 

The only other reason for the phone to display this error is if it is a development signed Phone which is issued to test software on site and is usually returned to Polycom.

 

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

View solution in original post

13 REPLIES 13
HP Recommended

I think I finally got it.

 

I changed the UC Updater to the latest version 5.0.9 and that seemed to have done the trick.

 

I'm waiting for the phone now to update the initial configuration. Any one know how long this part takes?

 

The version number shows 4.3.x now.

HP Recommended

Hello ChrisMitchell,

welcome to the Polycom Community.

I personally updated a SSIP7000 earlier this morning from Version 3.3.2 to 4.0.9 directly.

 

The content of my Directory:

26/03/2014  21:23               681 000000000000-directory~.xml
26/03/2014  21:23             1,699 000000000000.cfg
26/07/2011  14:58           725,400 2345-12345-001.bootrom.ld
26/07/2011  14:58           723,060 2345-12360-001.bootrom.ld
01/06/2015  06:40         4,628,840 2345-12360-001.sip.ld
26/07/2011  14:59           723,060 2345-12365-001.bootrom.ld
01/06/2015  06:40         4,628,840 2345-12365-001.sip.ld
26/07/2011  14:59           723,060 2345-12365-002.bootrom.ld
26/07/2011  14:59           725,400 2345-12375-001.bootrom.ld
01/06/2015  06:40         4,628,840 2345-12375-001.sip.ld
26/07/2011  14:59           725,400 2345-12375-002.bootrom.ld
26/07/2011  14:59           706,324 2345-12450-001.bootrom.ld
01/06/2015  06:40         5,303,120 2345-12450-001.sip.ld
26/07/2011  14:59           706,324 2345-12450-002.bootrom.ld
26/07/2011  14:59           714,560 2345-12500-001.bootrom.ld
01/06/2015  06:40         4,669,136 2345-12500-001.sip.ld
26/07/2011  14:59           714,560 2345-12560-001.bootrom.ld
01/06/2015  06:40         4,669,136 2345-12560-001.sip.ld
26/07/2011  14:59           763,344 2345-12600-001.bootrom.ld
01/06/2015  06:40         4,669,136 2345-12600-001.sip.ld
26/07/2011  14:59           763,344 2345-12600-002.bootrom.ld
26/07/2011  14:59           763,344 2345-12670-001.bootrom.ld
01/06/2015  06:40         4,573,852 2345-12670-001.sip.ld
26/07/2011  14:59           763,344 2345-12670-002.bootrom.ld
01/06/2015  06:37        49,180,228 2345-17960-001.sip.ld
24/11/2011  22:13         4,855,286 3111-15600-001.bootrom.ld
01/06/2015  08:32        10,247,552 3111-15600-001.sip.ld
01/06/2015  06:40         5,741,592 3111-19000-001.sip.ld
26/07/2011  15:00           683,748 3111-30900-001.bootrom.ld
01/06/2015  06:40         4,936,880 3111-30900-001.sip.ld
01/06/2015  06:38        46,938,460 3111-33215-001.sip.ld
24/11/2011  22:13         6,066,065 3111-40000-001.bootrom.ld
01/06/2015  08:32        11,693,000 3111-40000-001.sip.ld
01/06/2015  06:38        48,691,096 3111-44500-001.sip.ld
19/03/2008  05:22             8,453 Beach.jpg
07/08/2008  18:31             4,726 Beach256x116.jpg
19/03/2008  05:22            29,856 BeachEM.jpg
24/11/2011  22:13        15,237,792 bootrom.ld
28/05/2015  13:39    <DIR>          Config
19/03/2008  05:22            10,552 Jellyfish.jpg
07/08/2008  18:31             5,040 Jellyfish256x116.jpg
19/03/2008  05:22             7,258 JellyfishEM.jpg
28/05/2015  13:37    <DIR>          languages
19/03/2008  05:22            16,210 Leaf.jpg
07/08/2008  18:31             7,942 Leaf256x116.jpg
19/03/2008  05:22            21,401 LeafEM.jpg
11/02/2010  19:57           127,966 LoudRing.wav
19/03/2008  05:22            18,584 Mountain.jpg
07/08/2008  18:31             9,075 Mountain256x116.jpg
19/03/2008  05:22            19,099 MountainEM.jpg
19/03/2008  05:22            34,504 Palm.jpg
07/08/2008  18:31            14,091 Palm256x116.jpg
19/03/2008  05:22            31,212 PalmEM.jpg
02/12/2014  04:09             4,836 ReadMe.txt
19/03/2008  05:22            22,218 Sailboat.jpg
07/08/2008  18:31             9,036 Sailboat256x116.jpg
19/03/2008  05:22            28,811 SailboatEM.jpg
28/05/2015  06:49                14 sip.ver
28/05/2015  13:39    <DIR>          SoundPointIPLocalization
26/03/2014  21:23            95,926 SoundPointIPWelcome.wav
16/04/2010  21:47            31,700 Warble.wav

The actual files for the SSIP7000 are named 3111-40000-001

 

The SoundPoint_IP_BootROM_4_4_0B_Upgrader contains the relevant 3111-40000-001.bootrom.ld and the actual SIP file for the IP7000 contained in the Polycom_UC_Software_4_0_9_release_sig is 3111-40000-001.sip.ld.

 

The matching Polycom_UC_Updater_5_0_8_release then contains the latest Updater for the SSIP7000 in 3111-40000-001.updater.ld

 

The Phone will only look for the updater once it has been successfully upgrade to the UC Software so I would remove any updater files prior to this.

 

The only other reason for the phone to display this error is if it is a development signed Phone which is issued to test software on site and is usually returned to Polycom.

 

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

Thanks for the Reply.

 

As I mentioned in my second post. I think it finally worked.

 

I'm jsut waiting for the message "Updating Initial Configuration" to go away on the phone.

 

Any idea on how long that takes?

 

Another question, can I leave the phone pointed to the TFTP server even if it's completely updated?  I don't want to run into the problem of possibly going through the whole update process if the phone ever loses power.

HP Recommended

Hello ChrisMitchell,

you must have replied whilst I was drafting my reply.

 

Yes, you do no longer need the Provisioning Server and can simply replace the IP with 0.0.0.0 but if any language needs changing or any other request like logs a server is recommended.

 

The phone checks on booting from a server if the software is identical and will not attempt to update again.

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

Thank you for your replies.

 

I am grateful for this community and the pleathora of information it has.

HP Recommended

New problem with the phone.

 

It's now stuck in a reboot/update initial config loop?  It's been doing that for quite some time now.

HP Recommended

Hello ChrisMitchell,

Use FTP instead of TFTP as described in the Provisioning FAQ post as it allows to append to files.

 

This will allow you to check the log files for issues and errors.

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 deleted all the files out of the TFTP folder I set up and I came across the problem that said Application is not present or soemthing to that effect.

 

I read that I had to go and put the UC 4.x.x back in the folder and let the phone do it's thing again.  Now it's stuck back in the Updating Intial Configuration loop.

 

Switching to FTP like you mentioned earlier did nothing for the phone. just sat in the initial config loop.

HP Recommended

@SteffenBaierUK wrote:

 

 

This will allow you to check the log files for issues and errors.



Did you check the logs as suggested ?

 

Myself and countless other users have done this upgrade successfully time after time without any issues.

 

Please check the logs

 

Best Regards

 

Steffen Baier

------------------------------------------------
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
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.