Plantronics + Polycom. Now together as Poly Logo

Unable to Update VVX 400

SOLVED
Highlighted
Visitor

Unable to Update VVX 400

Today I decided to try out one VVX 400 with Office 365. To do so, I understand I need to upgrade the phone's firmware. But, I can't seem to get it to upgrade.  Below is what happens:

 

1. I reset the phone to factory default.

2. The web interface is enabled.

3. I get to the web interface just fine.

4. I select "Utilities/Software Upgrade."

5. I select "Check for Updates" and it returns newer versions. (I'm at 5.2.0.8330).

6. I select the latest version (5.5.0.20556) and click Install.

7. I confirm that I want to upgrade from the old to the new version.

8. I accept the license agreement.

 

I then see a sub-second view of an "Upgrading..." and then it goes straight to an Information screen that says:

 

"The phone will reboot and be updated only if the software you selected is compatible and different from the currently installed version.Note:The phone has either rebooted/restarted due to configuration changes. Please refresh the browser after the phone startup." 

 

9. I click on "OK"

 

But, the phone never reboots and the update is never applied.Am I doing something wrong?

 

Any help you can offer would be much appreciated.

 

Message 1 of 4
1 ACCEPTED SOLUTION

Accepted Solutions
Highlighted
Polycom Employee & Community Manager

Re: Unable to Update VVX 400

Hello BRHolman,

welcome to the Polycom Community.

 

The first suggestion would be to check the phones log files

The community's VoIP FAQ contains this post here:

 

Oct 11, 2011 Question: How can I troubleshoot configuration Issues via Log Files or the phone GUI?

Resolution: Please check => here <=

In addition we have this FAQ post:

 

Apr 21, 2015 Question: Unable to upgrade the Phone via the built in Software Upgrade Web Interface utility

Resolution: This is a current bug and please setup a local provisioning server as shown => here <=. Check the release notes for VOIP-97822

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

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

View solution in original post

Message 2 of 4
3 REPLIES 3
Highlighted
Polycom Employee & Community Manager

Re: Unable to Update VVX 400

Hello BRHolman,

welcome to the Polycom Community.

 

The first suggestion would be to check the phones log files

The community's VoIP FAQ contains this post here:

 

Oct 11, 2011 Question: How can I troubleshoot configuration Issues via Log Files or the phone GUI?

Resolution: Please check => here <=

In addition we have this FAQ post:

 

Apr 21, 2015 Question: Unable to upgrade the Phone via the built in Software Upgrade Web Interface utility

Resolution: This is a current bug and please setup a local provisioning server as shown => here <=. Check the release notes for VOIP-97822

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

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

View solution in original post

Message 2 of 4
Highlighted
Visitor

Re: Unable to Update VVX 400

Thank you SteffenBaierUK. I'll try your suggestions this weekend and report back.

Message 3 of 4
Highlighted
Esteemed Contributor

Re: Unable to Update VVX 400

You also should update to 5.4.x because 5.5 is no supported S4B-Firmwarerelease. Have a look at the release notes first, before updating. http://downloads.polycom.com/voice/voip/uc/uc_software_release_notes_5_5_0.pdf

 

Message 4 of 4