[FAQ] Unable to utilize the Poly hosted server to upgrade or downgrade Poly Phones

[SteffenBaierUK]

Poly UC Software 4.0.0 added the possibility to utilize a Poly hosted Server to upgrade or downgrade the Software for a compatible Poly Phone.

Browsing to the Phone's web interface and using the Utilities => Software Upgrade would enable the phone to check for Updates:

Clicking on "Check for Updates" will connect to the Poly-hosted server

If this message appears the phone is unable to connect to the Poly Server securely:

Troubleshooting:

Use the following logging levels (Copy & Curl):

The phone should be able to connect to the Polycom hosted Server and download the Software List:

0511130709|copy |3|00|ConfigureCurl : curl option usrpwd is not set
0511130709|copy |1|00|Set 'User-Agent: FileTransport PolycomVVX-VVX_411-UA/5.7.1.2205 Type/Application'
0511130709|copy |1|00|Provisioning:Cipher suite = ALL:!aNULL:!eNULL:!DSS:!SEED:!ECDSA:!IDEA:!MEDIUM:!LOW:!EXP:!DH:!AECDH:!PSK:!SRP:!MD5:!RC4:@STRENGTH
0511130709|copy |2|00|[init] Proxy login credentials are not available and proxy mode is '3'
0511130709|copy |2|00|[performRedundant] Trying to connect proxy for 'http://downloads.polycom.com/voice/software/3111-48450-001.xml';
0511130709|copy |1|00|[findProxy] Finding proxy for mode '3'
0511130709|copy |2|00|[resolveProxies] Resolved proxy size '1' and status '1'
0511130709|copy |3|00|[findProxy] Find proxy status '1', mode '3'
0511130709|copy |2|00|[proxyReset] Reseting proxy with clear value '1'
0511130709|copy |1|00|[tryProxy] Proxy size '1', mode '3'
0511130709|copy |2|00|[tryProxy] Proxy set as 'DIRECT'
0511130709|copy |3|00|[tryProxy] Proxy connect status '0', mode '3'
0511130709|copy |2|00|[proxyReset] Reseting proxy with clear value '1'
0511130709|copy |2|00|[performRedundant] Proxy connect result '0'
0511130709|copy |1|00|download attempt 1 of 3
0511130709|dns |4|00|DNS(A) query now allowed after unresponsive for 281 (of 10) sec
0511130709|copy |1|00|ConfigRedun: 'downloads.polycom.com' has 1 IP address(es)
0511130709|copy |1|00|addr 1 = MIN (8,1)
0511130709|copy |1|00|addr 1 of 1
0511130709|copy |3|00|'http://downloads.polycom.com/voice/software/3111-48450-001.xml'; from 'downloads.polycom.com(140.242.65.96)'
0511130709|copy |3|00|cfgProvSrvTypeGet()[3]
0511130709|copy |1|00|performCurl : ipAddress = 140.242.65.96, connTimeout = 0, respCode =0, numAddress = 1
0511130709|curl |3|00|About to connect() to downloads.polycom.com port 80 (#0)
0511130709|curl |3|00| Trying 140.242.65.96...
0511130709|curl |3|00|the local port callback returned 0
0511130709|curl |3|00|Local port: 39718
0511130709|curl |3|00|Connected to downloads.polycom.com (140.242.65.96) port 80 (#0)
0511130709|curl |1|00|HEADER_OUT: GET /voice/software/3111-48450-001.xml HTTP/1.1
0511130709|curl |1|00|HEADER_IN : HTTP/1.1 200 OK

Once the Software is selected the Phone begins to download the actual SIP.ld File

1024140819|cfg |*|00|RT|Changed prov general
1024140819|cfg |*|00|Prov|Starting to provision
1024140819|cfg |*|00|Prov|Starting to update
1024140819|copy |2|00|[performRedundant] Trying to connect proxy for 'http://PlcmSpIp:****@downloads.polycom.com/voice/software/UC_Software_5_8_0J_release_sig_split/3111-48450-001.sip.ld';
1024140819|copy |2|00|[resolveProxies] Resolved proxy size '1' and status '1'
1024140819|copy |3|00|[findProxy] Find proxy status '1', mode '3'
1024140819|copy |2|00|[proxyReset] Reseting proxy with clear value '1'
1024140819|copy |2|00|[tryProxy] Proxy set as 'DIRECT'
1024140819|copy |3|00|[tryProxy] Proxy connect status '0', mode '3'
1024140819|copy |2|00|[proxyReset] Reseting proxy with clear value '1'
1024140819|copy |2|00|[performRedundant] Proxy connect result '0'
1024140819|copy |3|00|'http://PlcmSpIp:****@downloads.polycom.com/voice/software/UC_Software_5_8_0J_release_sig_split/3111-48450-001.sip.ld'; from 'downloads.polycom.com(140.242.65.96)'
1024140819|copy |3|00|cfgProvSrvTypeGet()[3]
1024140819|curl |3|00|timeout on name lookup is not supported
1024140819|curl |3|00|About to connect() to downloads.polycom.com port 80 (#0)
1024140819|curl |3|00| Trying 140.242.65.96...
1024140819|curl |3|00|the local port callback returned 0
1024140819|curl |3|00|Local port: 57490
1024140819|curl |3|00|Connected to downloads.polycom.com (140.242.65.96) port 80 (#0)
1024140819|cfg |*|00|Prov|Updating the Updater
1024140819|copy |3|00|buffered_write: transfer terminated
1024140819|curl |3|00|Failed writing body (891 != 4338)
1024140819|curl |3|00|Closing connection #0
1024140819|curl |3|00|Failed writing received data to disk/application
1024140819|copy |3|00|UtilCopyC::performCurl status data is:avgUploadSpeed(0.000000), uploadSize(0.000000), connTime(0.000000), totalTime(0.448962), ftpEntryPath(NULL)
1024140819|copy |3|00|Download of 'voice/software/UC_Software_5_8_0J_release_sig_split/3111-48450-001.sip.ld' succeeded on attempt 1 (addr 1 of 1)
1024140819|cfg |*|00|Prov|Image has been changed

Please check the logs for the following as the phone is unable to connect to the Poly hosted server:

0511130216|copy |3|00|ConfigureCurl : curl option usrpwd  is not set
0511130216|copy |1|00|Set 'User-Agent: FileTransport PolycomVVX-VVX_411-UA/5.7.1.2205 Type/Application'
0511130216|copy |1|00|Provisioning:Cipher suite = ALL:!aNULL:!eNULL:!DSS:!SEED:!ECDSA:!IDEA:!MEDIUM:!LOW:!EXP:!DH:!AECDH:!PSK:!SRP:!MD5:!RC4:@STRENGTH
0511130216|copy |2|00|[init] Proxy login credentials are not available and proxy mode is '3'
0511130216|copy |2|00|[performRedundant] Trying to connect proxy for 'http://downloads.polycom.com/voice/software/3111-48450-001.xml';
0511130216|copy |1|00|[findProxy] Finding proxy for mode '3'
0511130216|copy |2|00|[resolveProxies] Resolved proxy size '1' and status '1'
0511130216|copy |3|00|[findProxy] Find proxy status '1', mode '3'
0511130216|copy |2|00|[proxyReset] Reseting proxy with clear value '1'
0511130216|copy |1|00|[tryProxy] Proxy size '1', mode '3'
0511130216|copy |2|00|[tryProxy] Proxy set as 'DIRECT'
0511130216|copy |3|00|[tryProxy] Proxy connect status '0', mode '3'
0511130216|copy |2|00|[proxyReset] Reseting proxy with clear value '1'
0511130216|copy |2|00|[performRedundant] Proxy connect result '0'