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- Unable to Update IP 7000
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11-05-2015 08:13 AM
I've been trying for over a day now to update my IP 7000 phone.
I'm using a TFTP server with the phone pointed to it.
The current Version on the phone is 3.3.3.0069.
I have downloaded and unzipped the UC Sofftare 4.0.9 combined release, the UC Updater 5.0.5 and the BootRom Upgrader 4.4.0.
I have looked at several threads in trying to figure out what the problem is. Whenever I reboot to phone to let it update, I get an error on the phone saying 'image not compatible' I know that's supposed to be handled with the Upgrader package but I'm still having issues.
I'm watching my TFTP client as the phone reboots and I'm getting several Timeout errors on the sip.Id and bootrom.Id I also noticed that the file transfers are stopping for both of these files at about 80% and that's when it times out.
Any recommendations? Should I maybe use an earlier version of the updates?
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Accepted Solutions
11-05-2015 09:11 AM
Hello ChrisMitchell,
welcome to the Polycom Community.
I personally updated a SSIP7000 earlier this morning from Version 3.3.2 to 4.0.9 directly.
The content of my Directory:
26/03/2014 21:23 681 000000000000-directory~.xml 26/03/2014 21:23 1,699 000000000000.cfg 26/07/2011 14:58 725,400 2345-12345-001.bootrom.ld 26/07/2011 14:58 723,060 2345-12360-001.bootrom.ld 01/06/2015 06:40 4,628,840 2345-12360-001.sip.ld 26/07/2011 14:59 723,060 2345-12365-001.bootrom.ld 01/06/2015 06:40 4,628,840 2345-12365-001.sip.ld 26/07/2011 14:59 723,060 2345-12365-002.bootrom.ld 26/07/2011 14:59 725,400 2345-12375-001.bootrom.ld 01/06/2015 06:40 4,628,840 2345-12375-001.sip.ld 26/07/2011 14:59 725,400 2345-12375-002.bootrom.ld 26/07/2011 14:59 706,324 2345-12450-001.bootrom.ld 01/06/2015 06:40 5,303,120 2345-12450-001.sip.ld 26/07/2011 14:59 706,324 2345-12450-002.bootrom.ld 26/07/2011 14:59 714,560 2345-12500-001.bootrom.ld 01/06/2015 06:40 4,669,136 2345-12500-001.sip.ld 26/07/2011 14:59 714,560 2345-12560-001.bootrom.ld 01/06/2015 06:40 4,669,136 2345-12560-001.sip.ld 26/07/2011 14:59 763,344 2345-12600-001.bootrom.ld 01/06/2015 06:40 4,669,136 2345-12600-001.sip.ld 26/07/2011 14:59 763,344 2345-12600-002.bootrom.ld 26/07/2011 14:59 763,344 2345-12670-001.bootrom.ld 01/06/2015 06:40 4,573,852 2345-12670-001.sip.ld 26/07/2011 14:59 763,344 2345-12670-002.bootrom.ld 01/06/2015 06:37 49,180,228 2345-17960-001.sip.ld 24/11/2011 22:13 4,855,286 3111-15600-001.bootrom.ld 01/06/2015 08:32 10,247,552 3111-15600-001.sip.ld 01/06/2015 06:40 5,741,592 3111-19000-001.sip.ld 26/07/2011 15:00 683,748 3111-30900-001.bootrom.ld 01/06/2015 06:40 4,936,880 3111-30900-001.sip.ld 01/06/2015 06:38 46,938,460 3111-33215-001.sip.ld 24/11/2011 22:13 6,066,065 3111-40000-001.bootrom.ld 01/06/2015 08:32 11,693,000 3111-40000-001.sip.ld 01/06/2015 06:38 48,691,096 3111-44500-001.sip.ld 19/03/2008 05:22 8,453 Beach.jpg 07/08/2008 18:31 4,726 Beach256x116.jpg 19/03/2008 05:22 29,856 BeachEM.jpg 24/11/2011 22:13 15,237,792 bootrom.ld 28/05/2015 13:39 <DIR> Config 19/03/2008 05:22 10,552 Jellyfish.jpg 07/08/2008 18:31 5,040 Jellyfish256x116.jpg 19/03/2008 05:22 7,258 JellyfishEM.jpg 28/05/2015 13:37 <DIR> languages 19/03/2008 05:22 16,210 Leaf.jpg 07/08/2008 18:31 7,942 Leaf256x116.jpg 19/03/2008 05:22 21,401 LeafEM.jpg 11/02/2010 19:57 127,966 LoudRing.wav 19/03/2008 05:22 18,584 Mountain.jpg 07/08/2008 18:31 9,075 Mountain256x116.jpg 19/03/2008 05:22 19,099 MountainEM.jpg 19/03/2008 05:22 34,504 Palm.jpg 07/08/2008 18:31 14,091 Palm256x116.jpg 19/03/2008 05:22 31,212 PalmEM.jpg 02/12/2014 04:09 4,836 ReadMe.txt 19/03/2008 05:22 22,218 Sailboat.jpg 07/08/2008 18:31 9,036 Sailboat256x116.jpg 19/03/2008 05:22 28,811 SailboatEM.jpg 28/05/2015 06:49 14 sip.ver 28/05/2015 13:39 <DIR> SoundPointIPLocalization 26/03/2014 21:23 95,926 SoundPointIPWelcome.wav 16/04/2010 21:47 31,700 Warble.wav
The actual files for the SSIP7000 are named 3111-40000-001
The SoundPoint_IP_BootROM_4_4_0B_Upgrader contains the relevant 3111-40000-001.bootrom.ld and the actual SIP file for the IP7000 contained in the Polycom_UC_Software_4_0_9_release_sig is 3111-40000-001.sip.ld.
The matching Polycom_UC_Updater_5_0_8_release then contains the latest Updater for the SSIP7000 in 3111-40000-001.updater.ld
The Phone will only look for the updater once it has been successfully upgrade to the UC Software so I would remove any updater files prior to this.
The only other reason for the phone to display this error is if it is a development signed Phone which is issued to test software on site and is usually returned to Polycom.
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
11-05-2015 09:03 AM
I think I finally got it.
I changed the UC Updater to the latest version 5.0.9 and that seemed to have done the trick.
I'm waiting for the phone now to update the initial configuration. Any one know how long this part takes?
The version number shows 4.3.x now.
11-05-2015 09:11 AM
Hello ChrisMitchell,
welcome to the Polycom Community.
I personally updated a SSIP7000 earlier this morning from Version 3.3.2 to 4.0.9 directly.
The content of my Directory:
26/03/2014 21:23 681 000000000000-directory~.xml 26/03/2014 21:23 1,699 000000000000.cfg 26/07/2011 14:58 725,400 2345-12345-001.bootrom.ld 26/07/2011 14:58 723,060 2345-12360-001.bootrom.ld 01/06/2015 06:40 4,628,840 2345-12360-001.sip.ld 26/07/2011 14:59 723,060 2345-12365-001.bootrom.ld 01/06/2015 06:40 4,628,840 2345-12365-001.sip.ld 26/07/2011 14:59 723,060 2345-12365-002.bootrom.ld 26/07/2011 14:59 725,400 2345-12375-001.bootrom.ld 01/06/2015 06:40 4,628,840 2345-12375-001.sip.ld 26/07/2011 14:59 725,400 2345-12375-002.bootrom.ld 26/07/2011 14:59 706,324 2345-12450-001.bootrom.ld 01/06/2015 06:40 5,303,120 2345-12450-001.sip.ld 26/07/2011 14:59 706,324 2345-12450-002.bootrom.ld 26/07/2011 14:59 714,560 2345-12500-001.bootrom.ld 01/06/2015 06:40 4,669,136 2345-12500-001.sip.ld 26/07/2011 14:59 714,560 2345-12560-001.bootrom.ld 01/06/2015 06:40 4,669,136 2345-12560-001.sip.ld 26/07/2011 14:59 763,344 2345-12600-001.bootrom.ld 01/06/2015 06:40 4,669,136 2345-12600-001.sip.ld 26/07/2011 14:59 763,344 2345-12600-002.bootrom.ld 26/07/2011 14:59 763,344 2345-12670-001.bootrom.ld 01/06/2015 06:40 4,573,852 2345-12670-001.sip.ld 26/07/2011 14:59 763,344 2345-12670-002.bootrom.ld 01/06/2015 06:37 49,180,228 2345-17960-001.sip.ld 24/11/2011 22:13 4,855,286 3111-15600-001.bootrom.ld 01/06/2015 08:32 10,247,552 3111-15600-001.sip.ld 01/06/2015 06:40 5,741,592 3111-19000-001.sip.ld 26/07/2011 15:00 683,748 3111-30900-001.bootrom.ld 01/06/2015 06:40 4,936,880 3111-30900-001.sip.ld 01/06/2015 06:38 46,938,460 3111-33215-001.sip.ld 24/11/2011 22:13 6,066,065 3111-40000-001.bootrom.ld 01/06/2015 08:32 11,693,000 3111-40000-001.sip.ld 01/06/2015 06:38 48,691,096 3111-44500-001.sip.ld 19/03/2008 05:22 8,453 Beach.jpg 07/08/2008 18:31 4,726 Beach256x116.jpg 19/03/2008 05:22 29,856 BeachEM.jpg 24/11/2011 22:13 15,237,792 bootrom.ld 28/05/2015 13:39 <DIR> Config 19/03/2008 05:22 10,552 Jellyfish.jpg 07/08/2008 18:31 5,040 Jellyfish256x116.jpg 19/03/2008 05:22 7,258 JellyfishEM.jpg 28/05/2015 13:37 <DIR> languages 19/03/2008 05:22 16,210 Leaf.jpg 07/08/2008 18:31 7,942 Leaf256x116.jpg 19/03/2008 05:22 21,401 LeafEM.jpg 11/02/2010 19:57 127,966 LoudRing.wav 19/03/2008 05:22 18,584 Mountain.jpg 07/08/2008 18:31 9,075 Mountain256x116.jpg 19/03/2008 05:22 19,099 MountainEM.jpg 19/03/2008 05:22 34,504 Palm.jpg 07/08/2008 18:31 14,091 Palm256x116.jpg 19/03/2008 05:22 31,212 PalmEM.jpg 02/12/2014 04:09 4,836 ReadMe.txt 19/03/2008 05:22 22,218 Sailboat.jpg 07/08/2008 18:31 9,036 Sailboat256x116.jpg 19/03/2008 05:22 28,811 SailboatEM.jpg 28/05/2015 06:49 14 sip.ver 28/05/2015 13:39 <DIR> SoundPointIPLocalization 26/03/2014 21:23 95,926 SoundPointIPWelcome.wav 16/04/2010 21:47 31,700 Warble.wav
The actual files for the SSIP7000 are named 3111-40000-001
The SoundPoint_IP_BootROM_4_4_0B_Upgrader contains the relevant 3111-40000-001.bootrom.ld and the actual SIP file for the IP7000 contained in the Polycom_UC_Software_4_0_9_release_sig is 3111-40000-001.sip.ld.
The matching Polycom_UC_Updater_5_0_8_release then contains the latest Updater for the SSIP7000 in 3111-40000-001.updater.ld
The Phone will only look for the updater once it has been successfully upgrade to the UC Software so I would remove any updater files prior to this.
The only other reason for the phone to display this error is if it is a development signed Phone which is issued to test software on site and is usually returned to Polycom.
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
11-05-2015 09:16 AM
Thanks for the Reply.
As I mentioned in my second post. I think it finally worked.
I'm jsut waiting for the message "Updating Initial Configuration" to go away on the phone.
Any idea on how long that takes?
Another question, can I leave the phone pointed to the TFTP server even if it's completely updated? I don't want to run into the problem of possibly going through the whole update process if the phone ever loses power.
11-05-2015 09:20 AM
Hello ChrisMitchell,
you must have replied whilst I was drafting my reply.
Yes, you do no longer need the Provisioning Server and can simply replace the IP with 0.0.0.0 but if any language needs changing or any other request like logs a server is recommended.
The phone checks on booting from a server if the software is identical and will not attempt to update again.
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
11-05-2015 10:14 AM
Hello ChrisMitchell,
Use FTP instead of TFTP as described in the Provisioning FAQ post as it allows to append to files.
This will allow you to check the log files for issues and errors.
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
11-05-2015 12:37 PM
I deleted all the files out of the TFTP folder I set up and I came across the problem that said Application is not present or soemthing to that effect.
I read that I had to go and put the UC 4.x.x back in the folder and let the phone do it's thing again. Now it's stuck back in the Updating Intial Configuration loop.
Switching to FTP like you mentioned earlier did nothing for the phone. just sat in the initial config loop.
11-05-2015 12:48 PM
@SteffenBaierUK wrote:
This will allow you to check the log files for issues and errors.
Did you check the logs as suggested ?
Myself and countless other users have done this upgrade successfully time after time without any issues.
Please check the logs
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
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