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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 have tried multiple configurations for upgrading my SoundStation IP 6000 and keep getting an error:
"Image not compatible with the phone"

 

Can anybody point me in the right direction?  I have already tried following the guide here:
http://support.polycom.com/global/documents/support/technical/products/voice/Upgrade_Downgrade_UCS_v...

 

I suspect I am just getting confused over the different files and file versions on the phone currently.

 

Current configuration:
Bootblock:  2.8.0_15600-001.0016

BootRom:  4.3.1.0440

SIP:  3.2.6.0314.

under Components: PolyDSP PNX1500: 4.0.0.0172

 

What do I need to put on my tftp server to upgrade this phone to the latest version?

 

Thanks,

mb

1 ACCEPTED SOLUTION

Accepted Solutions
HP Recommended

Hello MB,

 

when you reboot your phone does the countdown start from 10 seconds or 99 seconds ?

 

Maybe try UCS 3.3.4 first instead.

 

http://support.polycom.com/PolycomService/support/us/support/eula/ucs/UCagreement_combined_3_3_4_spl...

 

I always use Filezilla FTP Server

 

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

View solution in original post

7 REPLIES 7
HP Recommended

Hello mb,

welcome to the Polycom Community.

Download the following and unzip and dump it into your TFTP Directory:

 

http://support.polycom.com/PolycomService/support/us/support/eula/ucs/UCagreement_combined_4_0_2_B_s...

http://downloads.polycom.com/voice/voip/uc/Polycom_UC_Updater_5_0_2_release_sig.zip

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 quick response.  I downloaded both links, unzipped and placed all the files in the root location of my tftp server.  I am still getting the Image is not compatible error.

 

What else might I be doing wrong?  I am using SolarWinds TFTP Server running from my desktop computer; is there a recommended server?

 

Thanks

HP Recommended

Hello MB,

 

when you reboot your phone does the countdown start from 10 seconds or 99 seconds ?

 

Maybe try UCS 3.3.4 first instead.

 

http://support.polycom.com/PolycomService/support/us/support/eula/ucs/UCagreement_combined_3_3_4_spl...

 

I always use Filezilla FTP Server

 

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
HP Recommended

The first visible number in the countdown is 7, after the countdown, a waiting for network to initialize message, then it boots.  It looks as if it starts to update very briefly before the image not compatible error pops up.  I might be able to record a video of it booting up if it would help.

 

Thank you.

HP Recommended

I tried with UCS 3.3.4; same error.  Do i need to remove any files from the tftp server?  Does this need paired with a BootRom or anything of that nature?  Or just that set of files on the tftp server?

 

Thanks!

HP Recommended

Hello MB,

 

based on your information you are neither using a beta or developer hardware.

 

Therefore I can only suggest you upgrade to UCS 3.3.4 first without using the updater download and utilize FTP.

 

The upgrading process is documented in the FAQ and has been discussed in the community before.

 

If you are still stuck and no other member of the community replies I can only advise you to contact your Polycom reseller and raise a support ticket with Polycom.

 

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
HP Recommended

Thanks for your help!

 

I found my mistake; I had my server set up incorrectly and the phone was looking at an older root folder on the server with older files.

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