VVX 311 update error

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Occasional Advisor

VVX 311 update error

Recently i updated vvx 311 phone to 5.5.1.15880 version, and it gives me error "Error, application is not present". after that i entered my ftp address in provision settings, and then the phone started giving me message, that it can't download .cfg file. I tried to log in to ftp with the same user through broswer, and downloaded that file, so ftp works fine. Can someone help?

Message 1 of 6
5 REPLIES
Polycom Employee & Community Manager

Re: VVX 311 update error

Hello @Augustinas,

welcome to the Polycom Community.

 

  • Did you originally upgrade via FTP or via the Web Interface option?
  • Was there a specific reason you chose 5.5.1 instead of 5.5.3 or the latest 5.5.4 in this release?
  • Can you setup a spanned port and trace to see if there is any network activity?


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

Please be aware:

The purpose of these forums is to allow community members collaborate and help each other.
Questions posted here do not follow Polycom’s SLA guidelines.
If you require assistance from Polycom technical support, please open a
web service request or call us .

The above is necessary in order to track issue internally within Polycom.

You are welcome to post more questions or configuration or logs for other community members to look at but if your issue requires a fix via Polycom you must go via the official support structure.

Please ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

This forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Polycom employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and may be answered on weekends, bank holidays or personal holidays.
Message 2 of 6
Occasional Advisor

Re: VVX 311 update error

I updated it via the WEB interface option. I chose 5.5.1, because all other phones in our company are with that version, and i just wanted them to be all the same version. But i got it to download the .cfg file now, but it gives me the same message "Error, application is not present". For the .cfg file i used the 00000000.cfg i found in the FTP and renamed it to the phone's MAC address.

Message 3 of 6
Polycom Employee & Community Manager

Re: VVX 311 update error

Hello @Augustinas,

You did not reply to all questions asked:

 

  • Can you setup a spanned port and trace to see if there is any network activity?

Can you see any <mac>-boot.log or <mac>-app.log files on your FTP server directory?

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

Please be aware:

The purpose of these forums is to allow community members collaborate and help each other.
Questions posted here do not follow Polycom’s SLA guidelines.
If you require assistance from Polycom technical support, please open a
web service request or call us .

The above is necessary in order to track issue internally within Polycom.

You are welcome to post more questions or configuration or logs for other community members to look at but if your issue requires a fix via Polycom you must go via the official support structure.

Please ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

This forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Polycom employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and may be answered on weekends, bank holidays or personal holidays.
Message 4 of 6
Occasional Advisor

Re: VVX 311 update error

Yes, i can see both files. i am pasting some of the boot log file:

 

0115074409|cfg  |*|01|Prov|Starting to provision
0115074409|cfg  |3|01|Prov|Starting to download file 64167f0b0ddb.cfg
0115074409|copy |3|01|'ftp://PlcmSpIp:****@ftp address/64167f0b0ddb.cfg' from 'ftp address'
0115074409|copy |3|01|cfgProvSrvTypeGet()[0]
0115074409|copy |3|01|Download of '64167f0b0ddb.cfg' succeeded on attempt 1 (addr 1 of 1)
0115074409|cfg  |3|01|Prov|Updated file 64167f0b0ddb.cfg
0115074409|cfg  |*|01|Prov|Starting to update 3111-48350-001.sip.ld
0115074409|copy |3|01|'ftp://PlcmSpIp:****@ftp address/3111-48350-001.sip.ld' from 'ftp address'
0115074409|copy |3|01|cfgProvSrvTypeGet()[0]
0115074409|copy |3|01|Download of '3111-48350-001.sip.ld' FAILED on attempt 1 (addr 1 of 1)
0115074409|copy |3|01|transport res: 78 respCode 550. transport error: Remote file not found. transport error buffer: Remote file not found.
0115074409|cfg  |3|01|Could not get all 512 bytes of the header
0115074409|app1 |4|01|Error downloading 3111-48350-001.sip.ld
0115074409|cfg  |*|01|Prov|Starting to update sip.ld
0115074409|copy |3|01|'ftp://PlcmSpIp:****@ftp address/sip.ld' from 'ftp address'
0115074409|copy |3|01|cfgProvSrvTypeGet()[0]
0115074409|copy |3|01|Download of 'sip.ld' FAILED on attempt 1 (addr 1 of 1)
0115074409|copy |3|01|transport res: 78 respCode 550. transport error: Remote file not found. transport error buffer: Remote file not found.
0115074409|cfg  |3|01|Could not get all 512 bytes of the header
0115074409|app1 |4|01|Error downloading sip.ld
0115074409|cfg  |3|01|Prov|Image has not changed
0115074409|cfg  |4|01|Prov|Provisioning failed
0115074409|app1 |6|01|Error application is not present.
0115074409|app1 |6|01|Uploading boot log, time is Mon Jan 15 07:44:09 2018
0115074409|cfg  |*|01|Prov|Finished updating configuration

 

As for my understanding, the phone cannot find the 3111-48350-001.sip.ld and sip.ld files. Where i can get those from?

Message 5 of 6
Occasional Advisor

Re: VVX 311 update error

Okay, i checked the logs, and seems that it was missing 3111-48350-001.sip.ld file in FTP, so i donwloaded it and the phone works.

Message 6 of 6