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Upgrade of Polycom 550 running 4.3.1

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Occasional Advisor

Upgrade of Polycom 550 running 4.3.1

We have a client with a no. of old polycom 550 which we are trying to upgrade.

For the rest of the phones we have been trying to upgrade  4.0.14.

The problem is that the 550s won't upgrade.

 

The 550s are reporting:

User-Agent: FileTransport PolycomSoundPointIP-SPIP_550-UA/4.3.1.0440

I'm guessing that given the bootrom is running a later version no. than the 4.0.x hence it won't upgrade.

 

When I look at the polycom release verions the 4.3 release doesn't seem to fit into the normal flow of upgraded version. The result is I'm uncertain as to what version to upgrade to.

 

We have a mix of 320, 331, 335, 550, 560.

 

What version of firmware should I be upgrade to to ensure that all of these phones are supported on a single firmware version?

 

FYI: when we try to upgrade the 550 we get the following log:

When we download the 4.3 firmware it doesn't contain a sip.ld so I'm uncertain what to give it.

 

000015.395|cfg  |*|00|Prov|Starting to update 2345-12500-001.sip.ld
000015.410|copy |3|00|'tftp://192.168.0.21/2345-12500-001.sip.ld' from '192.168.0.21'
000015.450|copy |3|00|Download of '2345-12500-001.sip.ld' FAILED on attempt 1 (addr 1 of 1)
000015.450|copy |*|00|Server '192.168.0.21' said '2345-12500-001.sip.ld' is not present
000015.455|cfg  |3|00|Could not get all 512 bytes of the header
000015.465|app1 |4|00|Error downloading 2345-12500-001.sip.ld
000015.470|cfg  |*|00|Prov|Starting to update sip.ld
000015.485|copy |3|00|'tftp://192.168.0.21/sip.ld' from '192.168.0.21'
000015.515|cfg  |3|00|New load header information:
000015.515|cfg  |3|00|Code length:         0x004A7518
000015.515|cfg  |3|00|Header check Sum:    0x082DD6DA
000015.515|cfg  |3|00|Code check Sum:      0x07E3609E
000015.515|cfg  |3|00|Options:             0x00000080
000021.620|cfg  |3|00|New load header information:
000021.620|cfg  |3|00|Code length:         0x00490798
000021.620|cfg  |3|00|Header check Sum:    0x082E8609
000021.620|cfg  |3|00|Code check Sum:      0x07E57D51
000021.620|cfg  |3|00|Options:             0x00000080
000022.900|app1 |4|00|Could not load time from 0.0.0.0 (0.0.0.0).
000026.570|cfg  |3|00|New load header information:
000026.570|cfg  |3|00|Code length:         0x0049DDB0
000026.570|cfg  |3|00|Header check Sum:    0x0822152C
000026.570|cfg  |3|00|Code check Sum:      0x07D83654
000026.570|cfg  |3|00|Options:             0x00000080
000032.690|cfg  |3|00|New load header information:
000032.690|cfg  |3|00|Code length:         0x00542F00
000032.690|cfg  |3|00|Header check Sum:    0x082C348B
000032.690|cfg  |3|00|Code check Sum:      0x07D80467
000032.690|cfg  |3|00|Options:             0x00000080
000038.420|cfg  |3|00|New load header information:
000038.420|cfg  |3|00|Code length:         0x004EABA8
000038.420|cfg  |3|00|Header check Sum:    0x08260C4D
000038.420|cfg  |3|00|Code check Sum:      0x07D75F81
000038.420|cfg  |3|00|Options:             0x00000080
000043.640|cfg  |3|00|New load header information:
000043.640|cfg  |3|00|Code length:         0x005AF8DC
000043.640|cfg  |3|00|Header check Sum:    0x08327B84
000043.640|cfg  |3|00|Code check Sum:      0x07D78184
000043.640|cfg  |3|00|Options:             0x00000080
000050.650|cfg  |3|00|New load header information:
000050.650|cfg  |3|00|Code length:         0x00B13FB2
000050.650|cfg  |3|00|Header check Sum:    0x80D141E2
000050.650|cfg  |3|00|Code check Sum:      0x584D29F3
000050.650|cfg  |3|00|Options:             0x00000102
000104.085|cfg  |3|00|New load header information:
000104.085|cfg  |3|00|Code length:         0x00A0D2FA
000104.085|cfg  |3|00|Header check Sum:    0x80C0D532
000104.085|cfg  |3|00|Code check Sum:      0x50153657
000104.085|cfg  |3|00|Options:             0x00000102
000115.405|cfg  |3|00|New load header information:
000115.405|cfg  |3|00|Code length:         0x02F1F0C0
000115.405|cfg  |3|00|Header check Sum:    0x3B9FFE5E
000115.405|cfg  |3|00|Code check Sum:      0x38AE0C4A
000115.405|cfg  |3|00|Options:             0x00000080
000207.925|cfg  |3|00|New load header information:
000207.925|cfg  |3|00|Code length:         0x02CFE758
000207.925|cfg  |3|00|Header check Sum:    0x3B103084
000207.925|cfg  |3|00|Code check Sum:      0x3840480C
000207.925|cfg  |3|00|Options:             0x00000080
000300.915|cfg  |3|00|New load header information:
000300.915|cfg  |3|00|Code length:         0x02EA9F1C
000300.915|cfg  |3|00|Header check Sum:    0x3C08456D
000300.915|cfg  |3|00|Code check Sum:      0x391DA519
000300.915|cfg  |3|00|Options:             0x00000080
000301.040|cfg  |5|00|Error: file does not contain a compatible image
000301.040|cfg  |5|00|  Compatibility for image 0 is 0x400000
000301.040|cfg  |5|00|  Compatibility for image 1 is 0x411150
000301.040|cfg  |5|00|  Compatibility for image 2 is 0x411050
000301.040|cfg  |5|00|  Compatibility for image 3 is 0x411050
000301.040|cfg  |5|00|  Compatibility for image 4 is 0x411150
000301.040|cfg  |5|00|  Compatibility for image 5 is 0x411150
000301.040|cfg  |5|00|  Compatibility for image 6 is 0x411555
000301.040|cfg  |5|00|  Compatibility for image 7 is 0x411555
000301.040|cfg  |5|00|  Compatibility for image 8 is 0x411555
000301.040|cfg  |5|00|  Compatibility for image 9 is 0x411555
000301.040|cfg  |5|00|  Compatibility for image 10 is 0x411555
000301.040|copy |3|00|buffered_write: transfer terminated
000301.040|copy |3|00|Download of 'sip.ld' succeeded on attempt 1 (addr 1 of 1)
000301.040|cfg  |4|00|Prov|File sip.ld was not compatible with the phone
000301.050|app1 |4|00|Image is not compatible with the phone.
000301.065|cfg  |4|00|Prov|Provisioning failed
000306.060|app1 |6|00|Error application is not present.
000306.060|app1 |6|00|Uploading boot log, time is FRI OCT 19 04:16:08 2018

000306.340|copy |3|00|'tftp://192.168.0.21/0004f2140374-boot.log' to '192.168.0.21'
000306.460|copy |3|00|Upload of '0004f2140374-boot.log' succeeded on attempt 1 (addr 1 of 1)
000311.465|app1 |3|00|Event: Multiple Key Combo 1
000311.465|app1 |6|00|Manual Reboot
000315.435|wdog |*|00|Watchdog Expired: tApp1
000000.265|so   |*|00|---------- Initial log entry ----------
000000.265|so   |*|00|+++ Note that bootrom log times are in GMT +++
000000.265|copy |*|00|Initial log entry. Current logging level 3
000000.265|utilm|*|00|Initial log entry. Current logging level 4
000000.265|hw   |*|00|Initial log entry. Current logging level 4
000000.265|ethf |*|00|Initial log entry. Current logging level 4
000000.265|dns  |*|00|Initial log entry. Current logging level 3
000000.265|curl |*|00|Initial log entry. Current logging level 3
000000.430|wdog |*|00|Initial log entry. Current logging level 4
000000.430|lldp |*|00|Initial log entry. Current logging level 3
000000.430|lldp |3|00|LLDP is DISABLED.
000000.430|cdp  |*|00|Initial log entry. Current logging level 3
000000.430|cdp  |3|00|CDP is DISABLED.
000000.430|key  |*|00|Initial log entry. Current logging level 4
000000.430|so   |3|00|Platform: Model=SoundPoint IP 550, Assembly=2345-12500-001 Rev=A Region=
000000.430|so   |3|00|Platform: Board=2345-12500-001 1 0
000000.430|so   |3|00|Platform: MAC=0004f2140374, IP=192.168.1.225, Subnet Mask=255.255.254.0
000000.430|so   |3|00|Platform: BootBlock=2.7.0 (12500_001) 18-Jan-07 13:27
000000.430|so   |3|00|Application, main: Label=BOOT, Version=Muscovite 4.3.1.0440 30-Jun-11 11:46
000000.430|so   |3|00|Application, main: P/N=3150-11069-431
000000.430|app1 |*|00|Initial log entry. Current logging level 3
000000.440|cfg  |*|00|Initial log entry. Current logging level 2
000001.430|so   |3|00|Link status is Net up Speed 100 full Duplex, PC down.
000012.240|lldp |3|00|LLDP did not receive a response from a switch. Disabling LLDP.
000014.695|cdp  |3|00|CDP received a response from a switch. CDP enabled.
000014.695|cdp  |*|00|Native VLAN Id is 1
000014.695|cdp  |*|00|No Auxiliary VLAN found
000014.695|cdp  |*|00|CDP power usage is 5900 milliWatts.
000014.695|app1 |3|00|DNS resolver server is '192.168.0.10'
000014.695|app1 |3|00|DNS resolver search domain is ''
000014.695|app1 |3|00|Bootline: esw(3,0)bootHost:flash e=192.168.1.225:fffffe00 h=192.168.0.21 g=192.168.0.254 u=**** pw=**** f=0x80 tn=CircaIP
000022.900|app1 |4|00|Could not load time from 0.0.0.0 (0.0.0.0).
000103.325|app1 |6|00|Uploading boot log, time is FRI OCT 19 04:14:06 2018

 

 

 

Message 1 of 6
5 REPLIES 5
Highlighted
Polycom Employee & Community Manager

Re: Upgrade of Polycom 550 running 4.3.1

Hello @slayer,

 

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.

Please ensure you always check the FAQ's and/or utilize the community search before posting any new topics or follow up post’s.

 

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

 

The above outlines in detail how to upgrade a phone from a pre UC Software 4.0.x version to UC Software 4.0.x


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 2 of 6
Highlighted
Occasional Advisor

Re: Upgrade of Polycom 550 running 4.3.1

Stephen,

we are the reseller of these phones - Noojee Contact Solutions.

 

Also I'm not certain you read my question correctly.

 

The phone is reporting that it is on 4.3 yet your answer was on how to upgrade from pre 4.x phones.

 

Can you also clarify if the 4.1.1 is the very latest release for the 550 phones.

 

I've had a look at your site and there are 5.x version but these appear to only be for the VX series. Is that correct?

 

 

 

Message 3 of 6
Highlighted
Polycom Employee & Community Manager

Re: Upgrade of Polycom 550 running 4.3.1

Hello @slayer,

 

we usually only list compatible versions on our support page so if the IP 550 site does not list any higher version it is not compatible.

 

From the referenced FAQ post:

 

SoundPoint IP550 < 4.1.x LYNC
SoundPoint IP550 < 4.0.x SIP

 

From the general FAQ:

 

Jun 30, 2015 Question:What is the difference using the UC Software 4.0.0 for compatible SoundPoint or SoundStation IP Phones?

Resolution: Please always check the release Notes or

Software Version  Call Server
4.0.X SIP Only
4.1.X LYNC Only


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 4 of 6
Highlighted
Occasional Advisor

Re: Upgrade of Polycom 550 running 4.3.1

So if the phone only supports up to 4.0 how is that it is reporting a version of 4.3.1?

 

Also as per my other post can you clarify if these versions refer to the bootrom or the applications or both?

 

Message 5 of 6
Highlighted
Polycom Employee & Community Manager

Re: Upgrade of Polycom 550 running 4.3.1

Hello @slayer,

 

As your phone no longer hs an application on it (aka SIP or UC Software) it only reports the BootROM / Updater

 

Oct 7, 2011 Question: How can I find out my SIP UC Software Version or the Updater / BootROM Version of my Phone?
Resolution: Please check => 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 6