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The HP Community is where owners of HP products, like you, volunteer to help each other find solutions.
HP Recommended

Hi,

 

With the latest firmware 7.2.1.1707 on CCX500 the Teams app keeps downgrading from 1449/1.0.94.2022020202 to 1449/1.0.94.2022011305 when the phone rebooted.

 

I have already logged this issue with Microsoft but they are saying it is a Poly issue.

 

To replicate:

 

  • In TAC health status reports a firmware update is available so I install the new firmware through TAC. After the upgrade the firmware is version 7.2.1.1707 and the Teams app is version 1449/1.0.94.2022011305
  • After the firmware upgrade TAC now reports that a Teams App update is available so I install the update through TAC and afterwards the Teams app version is 1449/1.0.94.2022020202 and the health status is healthy. It is mentioned in the following message centre notification that a Team app update is required after the firmware so this is expected. https://admin.microsoft.com/Adminportal/Home?source=applauncher&ref=MessageCenter/:/messages/MC32446...
  • After this everything seems good until you reboot the phone by pulling network cable out and putting it back in
    • Once the phone boots it display the normal sign in screen that you get with a phone that isn’t signed in instead of signing the user straight in but once you hit the refresh code button the phone auto signs in as the previously signed in user
    • Once the phone is logged in any customisations such as enabling dark mode and disabling the home screen are lost
    • The Teams app version has reverted back to 1449/1.0.94.2022011305 and the health status in TAC now reports the Team app need to be updated again.
    • Issue is happening on both user phones and common area phones

Nathan

6 REPLIES 6
HP Recommended

Hello @nharwood ,

 

Welcome back to the Poly Community.

This is a known issue as I already replied >here<

I suggest you log a ticket so we can update you on timelines.


Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

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

Hi Steffen,

 

thanks for confirming it is a known issue as is being worked on. 

Nathan

 

 

 

HP Recommended

Hello @nharwood 

 

new software >here<

 

I am not aware when it will appear in the TAC and our Partner Microsoft should be consulted.

 

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

Hi Steffen,

 

I have just tested this firmware on a couple of phones and the issue is worse now.

 

I had to update via USB as firmware was not available yet from TAC or via the built in page on the phone.

 

Using USB I can successfully upgrade the firmware to 7.2.1.1826 but a couple of mins after the phone reboots from the upgrade I start seeing messages that it is downloading update and then after about 5mins the phone reboots and has reverted back to 7.2.1.1707 firmware.

 

I have tested this on multiple phones and I have tried the upgrade on the same device multiple times and everytime the firmware reverts back to 7.2.1.1707 after a while.

 

The below log is from the phone after it has rebooted from upgrading to 7.2.1.1826 and you see it starts downloading an update again.

000112.544|cfg |4|00|RT|cfgOsUpdateDns: fails to write to /etc/resolv.conf
000112.560|cfg |*|00|RT|Primary IP: 10.46.43.7 subnet mask 255.255.254.0
000112.577|so |*|00|Network initialization is complete, continue with network tasks.
000112.577|cfg |*|00|Prov|Starting to provision
000112.579|loc |*|00|Initial log entry. Current logging level 4
000112.579|nisvc|*|00|Initial log entry. Current logging level 4
000112.581|proxy|*|00|Initial log entry. Current logging level 4
000112.581|loc |4|00|Port type of 7 is not supported
000112.656|auth |*|00|Initial log entry. Current logging level 4
000112.656|dpair|*|00|Initial log entry. Current logging level 4
000112.657|wad |*|00|Initial log entry. Current logging level 4
000112.657|rssvc|*|00|Initial log entry. Current logging level 4
000112.668|log |*|00|Install file upload callback for 'so'

000112.668|btoe |*|00|MsgPpsNcasProcessStartStopCmnd: BTOE is disabled. Cannot start Pairing
000112.670|pcc |*|00|Initial log entry. Current logging level 4
000112.673|app1 |4|00|Corporate directory is not Enabled.
000112.673|utilm|4|00|utilTZEnvSet: Couldn't open file for writing
0224110304|moh |*|00|Initial log entry. Current logging level 4
0224110304|moh |4|00|SoNcasMohC::soNcasmohCfgInit: File provisioning for Music On Hold is defined only for Lync Profile and if Music On Hold feature is enabled
0224110304|cfg |*|00|Prov|Starting to update
0224110305|copy |*|00|Server 'devicemgmt-cdn.teams.microsoft.com' said 'software-packages/phone/android/polycom/20220127/3111-49710-001.3111-49710-001.sip.ld' is not present
0224110305|cfg |*|00|Prov|Starting to update
0224110306|cfg |*|00|Prov|Updating the Application
0224110306|cfg |4|00|Starting software update file transfer at intermediate speed and lower priority
0224110306|sig |*|00|Initial log entry. Current logging level 3
0224110306|sig |3|00|hwSigParseHeader: found key Sig_7.
0224110515|cfg |4|00|Software update will start at slower speed and lower priority
0224110516|cfg |*|00|update-progress: status 0 0.0000
0224110516|cfg |*|00|update-progress: status 2 0.0000
0224110516|cfg |*|00|update-progress: ui_print Step 1/2
0224110516|cfg |*|00|update-progress: progress 0.5 0
0224110516|cfg |*|00|update-progress: status 3 0.0000
0224110517|cfg |*|00|update-progress: status 3 0.0100
0224110519|cfg |*|00|update-progress: status 3 0.0201
0224110520|cfg |*|00|update-progress: status 3 0.0301
0224110522|cfg |*|00|update-progress: status 3 0.0401
0224110523|cfg |*|00|update-progress: status 3 0.0501
0224110524|cfg |*|00|update-progress: status 3 0.0601
0224110525|cfg |*|00|update-progress: status 3 0.0701
0224110527|cfg |*|00|update-progress: status 3 0.0801
0224110528|cfg |*|00|update-progress: status 3 0.0901
0224110529|cfg |*|00|update-progress: status 3 0.1001
0224110530|cfg |*|00|update-progress: status 3 0.1101
0224110531|cfg |*|00|update-progress: status 3 0.1201
0224110531|cfg |*|00|update-progress: status 3 0.1301
0224110532|cfg |*|00|update-progress: status 3 0.1401
0224110533|copy |4|00|Configuration of URL failed
0224110533|copy |4|00|Configuration of URL failed
0224110533|cfg |*|00|update-progress: status 3 0.1502
0224110533|cfg |4|00|Web|[cfgSaProcessRequestC] Failed to download language file from provisioning server, request path Website_dictionary_language_en-au.xml
0224110533|cfg |4|00|Web|[cfgSaProcessRequestC] Failed to download language file from provisioning server, request path Website_dictionary_language_en-au.xml
0224110533|utilm|4|00|uBLFCompressed: File /data/polycom/ffs0/languages/Website_dictionary_language_en-au.xml.zzz does not exist or is empty
0224110533|utilm|4|00|uBLFCompressed: File /data/polycom/ffs0/languages/Website_dictionary_language_en-au.xml.zzz does not exist or is empty
0224110535|cfg |*|00|update-progress: status 3 0.1602
0224110535|copy |4|00|Configuration of URL failed
0224110536|cfg |*|00|update-progress: status 3 0.1702
0224110536|cfg |4|00|Web|[cfgSaProcessRequestC] Failed to download language file from provisioning server, request path Website_dictionary_language_en-au.xml
0224110536|utilm|4|00|uBLFCompressed: File /data/polycom/ffs0/languages/Website_dictionary_language_en-au.xml.zzz does not exist or is empty
0224110537|cfg |*|00|update-progress: status 3 0.1802
0224110538|cfg |*|00|update-progress: status 3 0.1902
0224110540|cfg |*|00|update-progress: status 3 0.2002
0224110541|cfg |*|00|update-progress: status 3 0.2102

 

Nathan

 

HP Recommended

Hello @nharwood ,

 

Welcome back to the Poly Community. We had a similar discussion >here<

 

Without a backup, we cannot tell how the phone was provisioned. It may simply still be pointing to an old server.

 

I checked the URLs the phone used yesterday and maybe the phone in question just needs a reboot.

 

CCX 400:

https://downloads.polycom.com/voice/software/3111-49700-001.xml

CCX 500

https://downloads.polycom.com/voice/software/3111-49710-001.xml

CCX 600

https://downloads.polycom.com/voice/software/3111-49770-001.xml

 

The content of all 3:

 

image

 


I suggest you check your backup and clear any upgrade server via Utilities > Software Upgrade > Clear Upgrade Server

 

If this still fails feel free to open a support ticket if you require official support.

 

Other community members are welcome to comment.

 

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

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

Hello,

 

Many thanks for the new software. For me it works now over Microsoft TAC. Health status is now up to date again.

 

Best regards,

Udo Dorer

† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.