VVX501 will only upgrade to 6.3.1.8427

[spgsitsupport]

No matter what I select in web GUI as upgrade, they always only end up with:

UC Software Version 6.3.1.8427
Updater Version 6.3.1.1054

Initially will upgrade to 

UC Software Version 6.4.3.5156
Updater Version 6.4.3.3738

but reboot again to "upgrade"  (in fact downgrade)  to 6.3.1.8427

Tried with quite few, each time it is the exactly same

Seb

[Ian.R]

Hello @spgsitsupport ,

Have you tried Clear Upgrade Server?

• Log in to the web GUI of the phone that didn't upgrade the firmware.
• Navigate to Utilities > Software upgrade.
• Confirm if Clear Upgrade Server option is available to click.
• If the option is available, select it and when the confirmation pop-up appears, click Continue. 
• The phone should reboot after this. 
• Once the phone is back try configuring the upgrade you want again.

There is a very common issue when the phone has been upgraded in the past via the web GUI. Otherwise you might need to open a support ticket to provide a backup and logs.

[spgsitsupport]

Absolutely! Done that

[spgsitsupport]

Anybody any more ideas?

Each & every one of the units I tried will "update" to 6.4.3.5156, then reboot & downgrade to 6.3.1.8427

[spgsitsupport]

Other attachment to fully shows the cycle

[SteffenBaierUK]

Hello @spgsitsupport ,

Welcome back to the Poly Community.

It is always helpful to provide more details for example the call server.

Assume this is our partner Microsoft and they only certified 6.3.1 and they causing the downgrade to this software. As you have not provided any details and/or backup I am just assuming this.

If this is not Microsoft please supply some backup and/or get this into support.

The best and quickest way forward is to contact our Support organization as the community is run by volunteers only.

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

Best Regards

Steffen Baier

[spgsitsupport]

OK, I did recycle these phones to use with Teams

I have no support with Polycom, so unlikely anybody would be talking to me

But your reasoning seems sound:

https://learn.microsoft.com/en-us/microsoftteams/sip-gateway-plan

https://community.poly.com/t5/Microsoft-UC-Platforms/Software-VVX-UC-Software-6-3-1-8427/td-p/111709

Thanks

Seb

[SteffenBaierUK]

Hello @spgsitsupport 

if used with Teams either via the 3PIP Gateway or the SIP Gateway Microsoft controls the firmware and the phone will always be at what they certified.

Best regards

Steffen Baier