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upgrade VVX 400 / 500 to 5.2.2

SteffenBaierUK
Polycom Employee & Community Manager

Re: upgrade VVX 400 / 500 to 5.2.2


@SteffenBaierUK wrote:

 

this seems to be a bug (VOIP-98950) and the only way to upgrade / downgrade the phone is via a local provisioning server.

 

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

 

The above should be fixed in UC Software 5.2.2 or later.

 

Best Regards

 

Steffen Baier

 

 


Hello JD95,

welcome to the Polycom Community.

as explained above this is a bug in the software you are on and you need as a workaround to setup your own provisioning server or you will be unable to upgrade your phone.

 

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 Polycom 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 11 of 29
jd95
Occasional Visitor

Re: upgrade VVX 400 / 500 to 5.2.2

Okay, I tried via a local server, and it's still not working. I downloaded and extracted the following:

 

Polycom_UC_Software_5_3_0_rts37_release_sig_combined.zip

 

The example showed another file but it didn't seem to be present currently for the VVX400. 

 

Anyway, after much trial and error I was able to see via the filezilla server logs that the phone connected, but it looked for some files or locations that weren't there. Logs pasted below.

 

This is now the 2nd day trying to update firmware on these phones. Pretty ridiculous. Please help!

 

(000011)6/3/2015 15:49:34 PM - poly (192.168.1.54)> 200 Type set to I
(000011)6/3/2015 15:49:34 PM - poly (192.168.1.54)> SIZE 0004f25842b9-app.log
(000011)6/3/2015 15:49:34 PM - poly (192.168.1.54)> 550 File not found
(000011)6/3/2015 15:49:34 PM - poly (192.168.1.54)> TYPE A
(000011)6/3/2015 15:49:34 PM - poly (192.168.1.54)> 200 Type set to A
(000011)6/3/2015 15:49:34 PM - poly (192.168.1.54)> LIST 0004f25842b9-app.log
(000011)6/3/2015 15:49:34 PM - poly (192.168.1.54)> 550 Directory not found.
(000011)6/3/2015 15:49:34 PM - poly (192.168.1.54)> PASV
(000011)6/3/2015 15:49:34 PM - poly (192.168.1.54)> 227 Entering Passive Mode (192,168,1,120,194,157)
(000011)6/3/2015 15:49:34 PM - poly (192.168.1.54)> STOR 0004f25842b9-app.log
(000011)6/3/2015 15:49:34 PM - poly (192.168.1.54)> 150 Opening data channel for file upload to server of "/0004f25842b9-app.log"
(000011)6/3/2015 15:49:34 PM - poly (192.168.1.54)> 226 Successfully transferred "/0004f25842b9-app.log"
(000011)6/3/2015 15:49:34 PM - poly (192.168.1.54)> QUIT
(000011)6/3/2015 15:49:34 PM - poly (192.168.1.54)> 221 Goodbye
(000011)6/3/2015 15:49:34 PM - poly (192.168.1.54)> disconnected.
(000007)6/3/2015 15:50:04 PM - poly (192.168.1.54)> QUIT
(000007)6/3/2015 15:50:04 PM - poly (192.168.1.54)> 221 Goodbye
(000007)6/3/2015 15:50:04 PM - poly (192.168.1.54)> disconnected.
Message 12 of 29
SteffenBaierUK
Polycom Employee & Community Manager

Re: upgrade VVX 400 / 500 to 5.2.2

Hello JD95,

Setting up of the FTP server is described in quite some detail and should not take 2 days.

In addition the community's VoIP FAQ contains this post here:

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

Resolution: Please check => here <=


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

 

The FTP Server log you posted simply shows that the phone does upload its log files. Due never uploaded before by the phone the server cannot find the file when the phone tries to append to an existing file. The next part shows the phone being able to successfully create and upload the log file.

 

As the short snippet you posted does not show anything else we are unaware if the phone tries and download its firmware.

 

Please contact your Polycom reseller for further support if the FAQ, existing posts or an internet search does not help you any further.

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 Polycom 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 13 of 29
jd95
Occasional Visitor

Re: upgrade VVX 400 / 500 to 5.2.2

Of course it shouldn't take two days (starting day 3 now)! 

 

I am just trying to upgrade my phone from software version 5.2.0.8330, to the latest 5.2.3.0192. Digging through all the info here, I found the file that looks like SHOULD be correct: Polycom_UC_Software_5_3_0_rts37_release_sig_combined.rar.

 

I extract that info filezilla server, set the provisioning server and finally got the device at least talking to the server as shown in the last snippet of the logs I posted.

 

And now I'm given a list of what may or may not be needed?! Is that .rar. file I downloaded correct or not? If not, what do I need? 

Message 14 of 29
SteffenBaierUK
Polycom Employee & Community Manager

Re: upgrade VVX 400 / 500 to 5.2.2

Hello JD95,

as already stated in my prior reply you should really contact your Polycom reseller for further support if the FAQ, existing posts or an internet search does not help you any further.

 

Getting back to your last reply as you state that you want to upgrade to 5.2.3 but then continue and download the 5.3.0 software instead.

 

My referenced FAQ explains in detail how to setup a FTP server and what to do with the software:

 

  • The Server should contain the unzipped Version of either UCS or SIP Software (depending on the compatible version)

If you do the above and the phone can reach the server it will then try and download the sip.ld and upgrade/downgrade the phone.

 
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 Polycom 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 15 of 29
jd95
Occasional Visitor

Re: upgrade VVX 400 / 500 to 5.2.2

No, I am trying to upgrade to the latest software, which is apparently 5.3. I meant I was trying the same unworking proceedure the OP posted about.

 

So, in short: yes, I can get it to connect to the FTP server. But since it's not finding the files I assume that the .rar I have isn't correct. The logs I posted show that it was looking for files it couldn't find. So my next question was what should I download to get this to work?

Message 16 of 29
SteffenBaierUK
Polycom Employee & Community Manager

Re: upgrade VVX 400 / 500 to 5.2.2

Hello JD95,

this is my final attempt to explain a well documented and working scenario to yourself.

 

Using the official Polycom Support Page for the VVX400 => here <= will allow you to download the UC Software of your choice in two different versions.

 

One is combined and one is split.

 

You can chose any and why these are different is explained => here <=

 

 

If you use SPLIT for example the directory will contain this (once you have unzipped the ZIP archive):

 

 

 

04/06/2015  17:34    <DIR>          .
04/06/2015  17:34    <DIR>          ..
05/12/2014  20:25               640 000000000000-directory~.xml
05/12/2014  20:25             1,944 000000000000.cfg
24/03/2015  04:04        41,620,960 2345-17960-001.sip.ld
24/03/2015  04:05        41,092,480 3111-33215-001.sip.ld
24/03/2015  04:13        47,811,960 3111-44500-001.sip.ld
24/03/2015  04:13        47,811,960 3111-44600-001.sip.ld
24/03/2015  04:15        41,331,928 3111-46135-002.sip.ld
24/03/2015  04:16        41,331,928 3111-46157-002.sip.ld
24/03/2015  04:15        41,331,928 3111-46161-001.sip.ld
24/03/2015  04:15        41,331,928 3111-46162-001.sip.ld
19/05/2015  18:08    <DIR>          Config
19/05/2015  18:08    <DIR>          languages
11/02/2010  20:57           127,966 LoudRing.wav
13/02/2015  10:17           553,890 Polycom-hold.wav
23/03/2015  09:10             3,334 ReadMe.txt
24/03/2015  07:32       171,418,548 sip.ld
24/03/2015  04:19                11 sip.ver
19/05/2015  18:08    <DIR>          VVXLocalization
16/04/2010  22:47            31,700 Warble.wav
26/03/2014  22:48            95,926 Welcome.wav
              18 File(s)    515,899,031 bytes
               5 Dir(s)  175,900,151,808 bytes free

 

The phone , if the FTP Server points to this unzipped directory, will automatically download the correct LD file.

 

 You do not need to make any changes to any files in this directory if you simply want to upgrade your phone.

 

For any further support please contact your Polycom reseller directly.


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 Polycom 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 17 of 29
MikeDak
Visitor

Re: upgrade VVX 400 / 500 to 5.2.2

Re: VVX400 / 5.2.0.8330

 

I've setup an FTP server...I can access from PC no problem.

I plug in IP/User/Password into Provisioning server:

10.10.0.3 / polycom / 1234

Then select  Software Upgarde via Custom server:

ftp://10.10.0.3/

 

I've attached erro from Phone GUI, and FileZilla Client showing path.

 

But I seem to be having issues with phone connecitng properly.  Firewall on Server is off.

Here's the FTP log...any direction would be appreciated....thanks in advance!

 

(000074)9/14/2015 16:45:01 PM - (not logged in) (10.10.2.85)> Connected on port 21, sending welcome message...
(000074)9/14/2015 16:45:01 PM - (not logged in) (10.10.2.85)> 220-FileZilla Server version 0.9.49 beta
(000074)9/14/2015 16:45:01 PM - (not logged in) (10.10.2.85)> 220-written by Tim Kosse (tim.kosse@filezilla-project.org)
(000074)9/14/2015 16:45:01 PM - (not logged in) (10.10.2.85)> 220 Please visit https://filezilla-project.org/
(000073)9/14/2015 16:45:01 PM - (not logged in) (10.10.2.85)> USER polycom
(000073)9/14/2015 16:45:01 PM - (not logged in) (10.10.2.85)> 331 Password required for polycom
(000074)9/14/2015 16:45:06 PM - (not logged in) (10.10.2.85)> USER anonymous
(000074)9/14/2015 16:45:06 PM - (not logged in) (10.10.2.85)> 331 Password required for anonymous
(000073)9/14/2015 16:45:07 PM - (not logged in) (10.10.2.85)> PASS ****
(000073)9/14/2015 16:45:07 PM - polycom (10.10.2.85)> 230 Logged on
(000074)9/14/2015 16:45:12 PM - (not logged in) (10.10.2.85)> PASS ***************
(000074)9/14/2015 16:45:12 PM - (not logged in) (10.10.2.85)> 530 Login or password incorrect!
(000074)9/14/2015 16:45:12 PM - (not logged in) (10.10.2.85)> disconnected.
(000073)9/14/2015 16:45:15 PM - polycom (10.10.2.85)> PWD
(000073)9/14/2015 16:45:15 PM - polycom (10.10.2.85)> 257 "/" is current directory.
(000073)9/14/2015 16:45:15 PM - polycom (10.10.2.85)> PASV
(000073)9/14/2015 16:45:15 PM - polycom (10.10.2.85)> 227 Entering Passive Mode (10,10,0,3,213,189)
(000073)9/14/2015 16:45:15 PM - polycom (10.10.2.85)> TYPE I
(000073)9/14/2015 16:45:15 PM - polycom (10.10.2.85)> 200 Type set to I
(000073)9/14/2015 16:45:15 PM - polycom (10.10.2.85)> SIZE 0004f266781b.cfg
(000073)9/14/2015 16:45:15 PM - polycom (10.10.2.85)> 550 File not found
(000073)9/14/2015 16:45:15 PM - polycom (10.10.2.85)> PASV
(000073)9/14/2015 16:45:15 PM - polycom (10.10.2.85)> 227 Entering Passive Mode (10,10,0,3,213,190)
(000073)9/14/2015 16:45:15 PM - polycom (10.10.2.85)> SIZE 000000000000.cfg
(000073)9/14/2015 16:45:15 PM - polycom (10.10.2.85)> 213 1944
(000073)9/14/2015 16:45:15 PM - polycom (10.10.2.85)> RETR 000000000000.cfg
(000073)9/14/2015 16:45:15 PM - polycom (10.10.2.85)> 150 Opening data channel for file download from server of "/000000000000.cfg"
(000073)9/14/2015 16:45:15 PM - polycom (10.10.2.85)> 226 Successfully transferred "/000000000000.cfg"
(000073)9/14/2015 16:45:15 PM - polycom (10.10.2.85)> PASV
(000073)9/14/2015 16:45:15 PM - polycom (10.10.2.85)> 227 Entering Passive Mode (10,10,0,3,213,191)
(000073)9/14/2015 16:45:15 PM - polycom (10.10.2.85)> SIZE 0004f266781b-phone.cfg
(000073)9/14/2015 16:45:15 PM - polycom (10.10.2.85)> 213 298
(000073)9/14/2015 16:45:15 PM - polycom (10.10.2.85)> RETR 0004f266781b-phone.cfg
(000073)9/14/2015 16:45:15 PM - polycom (10.10.2.85)> 150 Opening data channel for file download from server of "/0004f266781b-phone.cfg"
(000073)9/14/2015 16:45:15 PM - polycom (10.10.2.85)> 226 Successfully transferred "/0004f266781b-phone.cfg"
(000073)9/14/2015 16:45:15 PM - polycom (10.10.2.85)> PASV
(000073)9/14/2015 16:45:15 PM - polycom (10.10.2.85)> 227 Entering Passive Mode (10,10,0,3,213,192)
(000073)9/14/2015 16:45:15 PM - polycom (10.10.2.85)> SIZE 0004f266781b-web.cfg
(000073)9/14/2015 16:45:15 PM - polycom (10.10.2.85)> 213 241
(000073)9/14/2015 16:45:15 PM - polycom (10.10.2.85)> RETR 0004f266781b-web.cfg
(000073)9/14/2015 16:45:15 PM - polycom (10.10.2.85)> 150 Opening data channel for file download from server of "/0004f266781b-web.cfg"
(000073)9/14/2015 16:45:15 PM - polycom (10.10.2.85)> 226 Successfully transferred "/0004f266781b-web.cfg"
(000075)9/14/2015 16:45:15 PM - (not logged in) (10.10.2.85)> Connected on port 21, sending welcome message...
(000075)9/14/2015 16:45:15 PM - (not logged in) (10.10.2.85)> 220-FileZilla Server version 0.9.49 beta
(000075)9/14/2015 16:45:15 PM - (not logged in) (10.10.2.85)> 220-written by Tim Kosse (tim.kosse@filezilla-project.org)
(000075)9/14/2015 16:45:15 PM - (not logged in) (10.10.2.85)> 220 Please visit https://filezilla-project.org/
(000075)9/14/2015 16:45:21 PM - (not logged in) (10.10.2.85)> USER polycom
(000075)9/14/2015 16:45:21 PM - (not logged in) (10.10.2.85)> 331 Password required for polycom
(000075)9/14/2015 16:45:27 PM - (not logged in) (10.10.2.85)> PASS ****
(000075)9/14/2015 16:45:27 PM - polycom (10.10.2.85)> 230 Logged on

 

 

Message 18 of 29
fixthispolycom
Occasional Advisor

Re: upgrade VVX 400 / 500 to 5.2.2

Still confused why polycom doesn't fix their server...

 

 

|copy |*|00|Server 'downloads.polycom.com' said 'voice/software/3111-46161-001.sip.ld' is not present
|cfg |*|00|Prov|Starting to update voice/software/sip.ld
|copy |*|00|Server 'downloads.polycom.com' said 'voice/software/sip.ld' is not present

 

Message 19 of 29
SteffenBaierUK
Polycom Employee & Community Manager

Re: upgrade VVX 400 / 500 to 5.2.2

Hello fixthispolycom,

welcome to the Polycom Community.

It is always useful to include the currently used UC Software version as issues experienced may already be addressed in a newer release.

This also allows yourself and others to check against current software release notes or the relevant FAQ.

The above is also stated in the "Read First"

Therefore the Polycom VoIP FAQ contains this post here:

Question: How can I find out my SIP UC Software Version or the 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

----------------
The title Polycom 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 20 of 29