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

We are updating the firmware using the SFB server updating.

1)  We pushed the 5.5.1.11526 firmware to the phones and discovered an issue with the Vociemail button.

2)  We rolled all of them back to 5.4.5.6770

3)  All of the VVX500 phones are at 5.4.5.6770 now.

4)  We want to test some more with the 5.5.1.11526 firmware as the new features are nice.

5)  We have added the MAC addresses of the test phones into the SFB Clients Test device section.

6)  The new firmware shows as Pending version in the SFB Console and the files are in the WebServices\ DeviceUpdateStore.

 

I see the phones checking in on the Deviceupdatelogs showing their 5.4.5.6770 versions.  I do NOT see and GET /requesthandler in the IIS logs.

I have looked thru the actual phone diagnostic logs from the web gui but am not familiar enough with them to know what is missing or not.

I did a factory reset on one and still no luck.

 

Any ideas on how to get the updating working again?  (I'd prefer not to have to put in a separate provisioning server.)

4 REPLIES 4
HP Recommended

Hello JakeJ,

welcome back to the Polycom Community.

Did you ever solve your old issue => here <=

 

For your new issue please post a backup:

 

Utilities > Phone Backup & Restore > Export Phone Backup File > Phone Backup


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: 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

BU file attached with company and user names masked for security purposes.

HP Recommended

Hello JakeJ,

I checked your configuration and you do have

 

		device.prov.lyncDeviceUpdateEnabled.set="1"
		device.prov.lyncDeviceUpdateEnabled="1"

so the phone should connect to Skype for Business and download the firmware.

 

The next step would be to contact SCANSOURCE COMMUNICATIONS as they sold the phone back in 16/12/2015 and open a Pay Per Incident ticket with Polycom as the unit is out of warranty.

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: 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

I was really struggling getting test VVX devices to see firmware updates. Just last week I finally hit upon a way that works in my environment (Lync 2013). The key for me was

  1. use site devices, not global 
  2. use all lower case MAC addresses with no colons or spaces.

Once I tried this combination, test devices started chirping about new firmware available.

† 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>.