Logo

VVX501 will only upgrade to 6.3.1.8427

spgsitsupport
Advisor

VVX501 will only upgrade to 6.3.1.8427

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

 

7 REPLIES 7
Ian.R
Polycom Employee

Re: VVX501 will only upgrade to 6.3.1.8427

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.

 

Message 2 of 8
spgsitsupport
Advisor

Re: VVX501 will only upgrade to 6.3.1.8427

Absolutely! Done that

Message 3 of 8
spgsitsupport
Advisor

Re: VVX501 will only upgrade to 6.3.1.8427

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
Advisor

Re: VVX501 will only upgrade to 6.3.1.8427

Other attachment to fully shows the cycle

SteffenBaierUK
Polycom Employee & Community Manager

Re: VVX501 will only upgrade to 6.3.1.8427

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

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

If official support is required please check how to phone or open a case here

----------------
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.

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


⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓SIGNATURE ⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓
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.
Please also ensure you always check the VoIP , Video Endpoint , Microsoft Voice , PSTN or other FAQ's in the different sections
Message 6 of 8
spgsitsupport
Advisor

Re: VVX501 will only upgrade to 6.3.1.8427

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

Message 7 of 8
SteffenBaierUK
Polycom Employee & Community Manager

Re: VVX501 will only upgrade to 6.3.1.8427

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

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

If official support is required please check how to phone or open a case here

----------------
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.

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


⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓SIGNATURE ⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓
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.
Please also ensure you always check the VoIP , Video Endpoint , Microsoft Voice , PSTN or other FAQ's in the different sections
Message 8 of 8