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polycom phones stuck at updating 3111-46161-001.sip.id, please wait

dsiemens
Occasional Visitor

polycom phones stuck at updating 3111-46161-001.sip.id, please wait

I have a lot of vvx310 that are saying this and phones are dead   

 

What do i do to fix. 

Message 1 of 8
7 REPLIES 7
SteffenBaierUK
Polycom Employee & Community Manager

Re: polycom phones stuck at updating 3111-46161-001.sip.id, please wait

Hello dsiemens,

welcome to the Polycom Community.

How did the phones get into this state?

 

Its usually when they are downloading or updating the firmware. 

 

Do you have a provisioning server setup?


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 Poly 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. All posts and words are my own & do not represent the views of Employer.

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

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 8
dsiemens
Occasional Visitor

Re: polycom phones stuck at updating 3111-46161-001.sip.id, please wait

As well it seems to be phones that have Rev e, Rev n phones  Rev q one has booted up. 

 

 

Message 3 of 8
SteffenBaierUK
Polycom Employee & Community Manager

Re: polycom phones stuck at updating 3111-46161-001.sip.id, please wait

Hello dsiemens,

again your post is lacking any kind of detail.

 

Please raise this with a support ticket.


In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you.

If this is some sort of an Internet discounter please post either your phone's MAC address or your Polycom devices serial so I can look up who would be able to support you.

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 Poly 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. All posts and words are my own & do not represent the views of Employer.

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

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 8
dsiemens
Occasional Visitor

Re: polycom phones stuck at updating 3111-46161-001.sip.id, please wait

Problem was bandwidth,  

 

But this is now the next question

 

How do Phones decided if the software is needing an update?   they rub is my phones didn't have update on them for me to get but they wiped the firmware and downloaded.   so trying  to understand why so I can prevent. 

Message 5 of 8
SteffenBaierUK
Polycom Employee & Community Manager

Re: polycom phones stuck at updating 3111-46161-001.sip.id, please wait

Hello dsiemens,

again you do not provide any detail on the currently used software version or what kind of setup that you are using. Also it would be of interest if you installed this or did someone else provision the phones with certain settings.

 

Please provide some details or it will be a very one sided conversation.

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 Poly 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. All posts and words are my own & do not represent the views of Employer.

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

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
dsiemens
Occasional Visitor

Re: polycom phones stuck at updating 3111-46161-001.sip.id, please wait

Using Asterisk phoneprov as the server 

 

Have multiple modles of phones  

 

VVX310 are running mostly 4.1.4.7430     I have 3 phones at 5.5.0.20556

 

the server is located in a remote data center.  The phones are in the office.   I have  a Verizon MPLS link between Datacenter and site.  

 

So the only pathway is over the mpls link.  During the issue the phones all look like they had to update to the version they were running.     

 

My fix was to inistall a proxy server in the branch site.  Point dhcp option 166 to the proxy and load the firmware on the proxy and tunnel back the rest of the traffic.   

 

But now I need to understand the boot process of the phone and how it decides to choose if it has new software so I can fix teh issue permentaly. 

Message 7 of 8
SteffenBaierUK
Polycom Employee & Community Manager

Re: polycom phones stuck at updating 3111-46161-001.sip.id, please wait

Hello dsiemens,

All phones should be on UC Software 5.5.1 as this is the latest software.

 

In addition we discussed the firmware update / detection process => here <= in detail

 

There is also an FAQ available here:

 

Mar 08, 2013 QuestionWhat files does my phone download or upload and why?

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

----------------
The title Poly 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. All posts and words are my own & do not represent the views of Employer.

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

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