could not download $MAC.cfg / caused by self-signed cert

[pocock]

Some of my phones were in a boot loop with the message "could not download $MAC.cfg" appearing.

I looked at the diagnostic logs and found:

SSL_connect error SSL connect error.error:14094410:SSL routines:SSL3_READ_BYTES:sslv3 alert handshake failure

I found various pages giving other explanations for the "could not download" error.  In my case, the root cause of the error is that the phones in question were produced without the factory installed certificates.  This is not obvious when accessing the boot configuration menu.

The provisioning server in question only accepts connections from phones with a certificate.

As a workaround, it is possible to temporarily point such phones at some other provisioning server which doesn't expect them to connect with a certificate so they can download the SIP application image.  Once they have downloaded the SIP application, it is possible to go in through the web interface and install a custom Platform Certificate and they can use that to talk to the real provisioning server.

[SteffenBaierUK]

Hello pocock,

welcome to the Polycom Community.

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

This also allows yourself and others to check against current software release notes, Administrator Guides or FAQ post’s.

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 or UC Software Version of my Phone?
Resolution: Please check here

In addition it is also useful to provide details on the phones that are used as we added Device Certificates back in 2009 as documented => 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

[pocock]

I also saw the "Error, application is not present" message in this boot loop scenario.

Here is the version data from the logs:

000005.256|so |*|03|Platform: Model=SoundPoint IP 560, Assembly=2345-12560-001 Rev=M Region=
000005.256|so |*|03|Platform: Interface eth0 MAC=
000005.256|so |*|03|Platform: BootBlock=3.0.2.0024 (12560-001) 30-Nov-10 15:01
000005.256|so |*|03|Platform: Updater=5.1.1.0132 13-Jul-15 18:16
000005.256|so |*|03|Application, main: Label=SIP, Version=PrairieDog 4.1.1.0731 19-Jul-15 19:59
000005.256|so |*|03|Application, main: P/N=3150-11530-411

[SteffenBaierUK]

Hello pocock,

Sep 27, 2012 Question: I get the error Message “application not present / found” on my phones screen

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

[pocock]

Thanks for providing that other link.  The link recommends adding the provisioning server settings, but that doesn't resolve the issue in my case as I had already done that.  You may want to adjust the documentation at the top of that page to tell people that if they have the provisioning server configured but they still see that error message, they may need to adjust the TLS / SSL settings, check client and server certificates, etc, as that was the root cause of the problem in my case.

[SteffenBaierUK]

Hello pocock,

99% of all users get on fine with that FAQ post and your issue was not that the Phone had no software running on the Phone.

If I make it to complex the users will not understand.

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