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Unable to update Trio 8800 firmware?

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Advisor

Unable to update Trio 8800 firmware?

Hello,

 

We have a Trio 8800 with part number 2201-65290-001 and Assembly number 3111-65290-001 Rev A. It currently has software 5.4.0.12541 on it. We've tried upgrading it several times both from the provisioning server, and from a USB drive. On the USB drive we've tried using 3 different file names all of which are simultaneously present:

  • sip.ld
  • Trio8800.sip.ld
  • 3111-65290-001.ld

When we boot it into Recovery Mode it goes through these phases:

  • Format Data & Cache
  • Restting File System & Config
  • Starting Image Update
  • Image Update Completed: 100%
  • Reboot Initiated

However it goes to Image Update Completed: 100% immediately after Starting Image Update. It does not appear to actually copy any files from the media. The progress bar never shows anything other than 100%. There are no errors, and after the reboot it is sitll on the original OS. If I try to update the phone from the Polycom servers it just reboots immediately. It doesn't show that spinning yellow wheel in the top right corner like it normally does when downloading an updated firmware. After that attempt it just goes into a continual reboot cycle unless I force it back into recovery mode again. Log attached. Anyone got any ideas?

 

Thanks in advance.

7 REPLIES 7
Highlighted
Advisor

Re: Unable to update Trio 8800 firmware?

Minor update. I found that I can downgrade to 5.4.0.12197, and back up to 5.4.0.12541. However, I cannot go to 5.4.0.12856, or above.

Message 2 of 8
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Advisor

Re: Unable to update Trio 8800 firmware?

I've also found that if the phone is told to use the Polycom update servers, no matter what firmware I select above 5.4.0.12541, it reboots immediately. It never spins the gear in the top right like it is copying anything local. Then, once it comes up again, it reboots. I have to go through Recovery Mode to break it out of the cycle. If I do a Recovery Mode, with nothing on the provisioning server, it boots and remains stable. If I place the same version of the sip.ld file on the provisioning server that is already running on the phone, and manually update the config, it will start copying the file down and eventually reboot. I believe this is expected because of this line:

 

0218121546|cfg |3|590|Updating cache of unchanged image 3111-65290-001.sip.ld

 

And these seem to suggest it all copied down OK:

0218121546|cfg |1|590|Good header checksum
0218121546|cfg |1|590|hwBoardImageHdrCompare returned 0x0 0x0 from string Iter=B;BuildID=12197;SigKey=145;AppType=1;Config=15;Cpu=262144;Dsp=16384;Flash=8388608;Gpio2=531968;Key=268566528;Lcd2=12;Lcd=536870912;PhoneType2=6144;Phy=327680;Region=14;TargetFlash=1024;RegDomain=2;Checksum=0x0000c966;SigMax=7;Sig_7=3081880242011a7709fff891b63110a9d2d698f2da748573b4f7ab30615425fffeb9dcee4bfd268f04f56a048f28b8ff18940cdba91337ca816a82b711fc14194fb9a7c9f6f37a024200ebf20070874f7913179ac57f3ac2b6429f61f44b586a69311d8f7515b44968f267f99b4ab2
0218121546|cfg |1|590|imageCompatibility is 0x0 0x0
0218121546|cfg |3|590|Could not open application file for checking
0218121546|cfg |3|590|Recognized application
0218121546|clist|1|590|dbJson::dbRespProcessor:COUNT_TABLE: resp=<true> reason=<-1>
0218121546|copy |1|590|Set 'User-Agent: FileTransport PolycomRealPresenceTrio-Trio_8800-UA/5.4.0.12197 Type/Application'
0218121546|clist|4|590|dbSet::load:cleared load error state m_sync=<0x41>
...
0218122217|cfg |*|590|update-progress: Image is identical
0218122217|cfg |*|590|update-progress: ui_print script succeeded: result was [/tmp/tmpsys]
0218122217|cfg |*|590|update-progress: Extraction complete
0218122217|cfg |*|590|update-progress: Invalidating previous image
0218122217|cfg |*|590|update-progress: Installation script complete
0218122217|cfg |1|590|Prov|Ld save valid 1
0218122217|cfg |*|590|Finished software update
0218122217|cfg |*|590|Prov|Succeeded updating file 3111-65290-001.sip.ld
0218122217|cfg |*|590|Prov|Image has been changed

 

If I point to a provisioning server internally, and use any file > 5.4.0.12541 it will start the same cycle, but I can then stop it by simply removing that file and it will boot and remain stable.

 

So the strange thing is that any newer firmware immediately triggers the reboot, and there is nothing I can find in the logs that makes clear what happens to cause that. Anyone have any ideas?

Message 3 of 8
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Advisor

Re: Unable to update Trio 8800 firmware?

And maybe this is something useful. I just tried fresh downloads of these versions:

5.4.1.17597_AA

5.5.2.11338_AC

0218130351|sig |*|421|Initial log entry. Current logging level 0
0218130351|cfg |5|421|Prov|Bad image signature in file 3111-65290-001.sip.ld
0218130351|curl |3|421|Failed writing body (0 != 1348)
0218130351|copy |3|421|buffered_write: transfer terminated
0218130351|sig |1|421|hwSigParseHeader: found tag Sig_7, num 0.
0218130351|curl |3|421|Received only partial file: 2696 bytes
0218130351|copy |3|421|Download of '3111-65290-001.sip.ld' succeeded on attempt 1 (addr 1 of 1)

In both cases I see this in the log file:After that it finishes pulling down any other provisiong files and does the reboot as reported previously. The problem seems to be that there is a failed download that thinks it succeeded and so it reboots to load the new image. Except that never works, thus the loop. Any ideas as to why there is a bad image signature? If I just upgrade to 5.4.0.12541 it works. From 5.4.0.12856_AB and up it fails.

Message 4 of 8
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Advisor

Re: Unable to update Trio 8800 firmware?

Could this be the issue?

 

0218130351|sig |3|421|Using DevelSig signatures

 

I imagine that might throw things off. How do you set this to use whatever the production/release sigatures would be?

 

Bob

Message 5 of 8
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Polycom Employee & Community Manager

Re: Unable to update Trio 8800 firmware?

Hello @AcousTech ,

 

welcome back to the Polycom Community.

 

Not knowing where this unit came from or its history it may be a demo or beta unit.  End Customers cannot change this mode and it should be returned to Polycom.

 

If this is a GA unit please RMA it.


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 providing your MAC address or your Polycom devices serial will enable us to 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: 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 8
Highlighted
Advisor

Re: Unable to update Trio 8800 firmware?

Steffen,

 

Thanks for your response. We're familiar with the support process. We have many devices under maintenance with Polycom. The serial number was in the original log. 0004f2fcb279. The Warranty and Entitilement lookup page shows the below. Does that give you an further insight? In the meantime, I'll check with our reseller on support options for this device.

 

Serial Number or License Number: 0004f2fcb279

Product Name: TRIO 8800 (P/N: 2200-66070-001)

Product Description: Polycom Trio 8800 IP conference phone with built-in Wi-Fi, Bluetooth and NFC. Power over Ethernet. Includes 7.6m/25ft Ethernet cable, 1.8m/6ft USB 2.0 cable and setup sheet. POWER KIT NOT INCLUDED.

Product Part Number: 2200-66070-001     

Sales Order Number:

Ship Date:

Warranty End Date:

Location: Dayton,OH, United States

 

 

 

 

 

 

 

Message 7 of 8
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Polycom Employee & Community Manager

Re: Unable to update Trio 8800 firmware?

Hello @AcousTech ,

 

from your communication with my colleague I am aware that this unit was never officially recorded within Polycom and therefore must be a demo / sample unit.

 

End Customers will not be able to update these demo units and you should return this to the Polycom contact who you got this from.

 

If you have officially purchased this please work with whoever sold you this as this is not an official unit.


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
Message 8 of 8