CCX 500/400 phones downgrading automatically

AikenMarvin · ‎03-21-2024

We have a strange issue that started this week. We have multiple older phones we are starting to burn in for an upcoming install. The phones are on 7.0 firmware. They start updating to 7.2.1 after starting up. We have POLY.LENS controlling the firmware updates. All SITES are setup as 8.1.3 firmware in the settings. The default group is set to 8.1.3.

The new phones do not show in LENS right away even after updating to 7.2.1. They should be going to 8.1.3.

Even if we force the set to 8.1.3 through the phones web interface, once they boot up with 8.1.3 they immediately start downgrading to 7.2.1.

SteffenBaierUK · ‎03-21-2024

Hello @AikenMarvin ,

welcome to the HP Poly community.

What provider are these Phones? Could it be Teams pushing via the TAC or are they not signed it?

You can check in Lens via Under Manage > Inventory > select Device > Troubleshooting > Provisioning Information

And see what the values are. If this all fails and does not offer you clarity, and no other volunteer replies I suggest you contact our Support organization in your region. Details are in my Signature.

Best Regards

Steffen Baier

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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

AikenMarvin · ‎03-21-2024

<?xml version="1.0" encoding="UTF-8"?>
<APPLICATION APP_FILE_PATH="https://swupdate.lens.poly.com/CCX500/8.1.3/1301/sip.ld" CONFIG_FILES="48256745b0f2-provisioning.cfg" MISC_FILES="/confdata/eyJTRVJJQUxfTlVNQkVSIjoiNDgyNTY3NDViMGYyIiwiVEVOQU5UX0lEIjoidDE1MDQ1IiwiUkVTT1VSQ0VfVFlQRSI6Im1pc2MifQ==/" LOG_FILE_DIRECTORY="/eplog/eyJTRVJJQUxfTlVNQkVSIjoiNDgyNTY3NDViMGYyIiwiVEVOQU5UX0lEIjoidDE1MDQ1IiwiUkVTT1VSQ0VfVFlQRSI6InVwbG9hZExvZyJ9/" OVERRIDES_DIRECTORY="/confdata/eyJTRVJJQUxfTlVNQkVSIjoiNDgyNTY3NDViMGYyIiwiVEVOQU5UX0lEIjoidDE1MDQ1IiwiUkVTT1VSQ0VfVFlQRSI6Im92ZXJyaWRlc1Byb2ZpbGUifQ==/"

SteffenBaierUK · ‎03-21-2024

Hello @AikenMarvin ,

you may want to lower the CURL and COPY logging and raise the Log file size to 10240 so you can see where it is coming from.

The Logs should tell you. The next step is support

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

AikenMarvin · ‎03-25-2024

The hints you gave were helpful, it did not show ANY provision server. Turns out these phones were not in our Default Group we created to set some of the config on the phones. Once they were added to the default config they stopped bouncing between Firmware levels.

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