[FAQ] Unable to utilize the Poly hosted server to upgrade or... - HP Support Community

SteffenBaierUK · ‎04-17-2024

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

Issue 1

Browsing to the Phone 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

The above will fetch the available versions:

Clicking on "Install" once a version is selected will fail . The Fix for this issue is implemented in, for example, UC Software 5.2.3 ( VOIP-97822 )

Issue 2

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 securily:

Use the following logging levels (Copy & Curl):

Settings > Logging > Global Settings > Global Log Level Limit > Debug
Settings > Logging > Global Settings > Global Log Level Limit > Log to Standard Output > Enable
Settings > Logging > Global Settings > Log File Upload > Upload Period (s)
Settings > Logging > Global Settings > Log to Standard output Settings > Enabled
Settings > Logging > Global Settings > Log to File > Enabled
Settings > Logging > Global Settings > Global Log Level Limit > Log File Size (Kbytes) > VVX/SPIP/SSIP prior to 5.5.0 = 180
Settings > Logging > Global Settings > Global Log Level Limit > Log File Size (Kbytes) > Edge E, Trio 8300 & Trio 8300, Edge E or VVX after 5.5.0 = 1000
Settings > Logging > Global Settings > Global Log Level Limit > Log File Size (Kbytes) > Edge E (8.2.1 or later), Trio 8800,8500, C60 or CCX 10
Settings > Logging > Module Log Level Limits > CURL > Event 3
Settings > Logging > Module Log Level Limits > Copy Utilities > Event 1

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

Utilizing a local provisioning server => here <= will enable the phone to download the software

Alternatvely host your own Server:

Mar 30, 2012 Question: Can I host my own upgrade Server or download Firmware locally?
Resolution: Please check => here <=

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

SteffenBaierUK · ‎03-30-2012

Since UCS 4.0.0 Polycom has included the possibility for End Users to check for newer Software Versions via the Phone's Web Interface via Utilities > Software Upgrade.

Whilst Polycom host's certain Software Version customers who's phones are unable to access the internet have the possibility to host their very own upgrade server.

This can be HTTP or FTP and requires you to specify the Custom server address as a URL.

Example HTTP:

<test upgrade.custom.server.url="http://10.252.122.122/voice/software/all.xml" />

or FTP

<test upgrade.custom.server.url="ftp://1:1@10.252.149.106/all.xml" />

The above FTP Link uses the Username 1 and the Password 1

The all.xml file would then point the phone at the relevant location and offer the various versions.

Content of the above example:

<?xml version="1.0" encoding="UTF-8" standalone="yes"?>
<PHONE_IMAGES>
   <REVISION >
      <PHONE_IMAGE>
         <VERSION>5.0.2.2756</VERSION>
         <PATH>FTP://502r:1@10.252.149.106</PATH>
      </PHONE_IMAGE>
	  <PHONE_IMAGE>
         <VERSION>5.1.3.1675</VERSION>
         <PATH>FTP://513r:1@10.252.149.106</PATH>
      </PHONE_IMAGE>
      <PHONE_IMAGE>
         <VERSION>5.2.0.8330</VERSION>
         <PATH>FTP://520r:1@10.252.149.106</PATH>
      </PHONE_IMAGE>
	  <PHONE_IMAGE>
         <VERSION>5.3.0.11533</VERSION>
         <PATH>FTP://530r:1@10.252.149.106</PATH>
      </PHONE_IMAGE>
	  </REVISION >
</PHONE_IMAGES>

Once the desired firmware is selected the phone Web UI will show:

The Phone UI will then prompt to accept the EULA

The Web UI will then auto-generate the below warning:

If the phone cannot download the firmware the Logs should be consulted:

Settings > Logging > Global Settings > Global Log Level Limit > Debug
Settings > Logging > Global Settings > Global Log Level Limit > Log File Size (Kbytes) > VVX/SPIP/SSIP prior to 5.5.0 = 180
Settings > Logging > Global Settings > Global Log Level Limit > Log File Size (Kbytes) > Edge E, Trio 8300 & Trio 8300, Edge E or VVX after 5.5.0 = 1000
Settings > Logging > Global Settings > Global Log Level Limit > Log File Size (Kbytes) > Edge E (8.2.1 or later), Trio 8800,8500, C60 or CCX 10240
Settings > Logging > Module Log Level Limits > Copy Utilities > Event 1
Settings > Logging > Module Log Level Limits > CURL > Event 1

If the HTTP server does not allow the file download:

2024-11-01 12:30:39 192.168.1.42 GET /Phone/VVX/UCS_6.4.7.4477_6.4.7.4513/3111-48830-001.sip.ld - 80 - 192.168.1.246 FileTransport+PolycomVVX-VVX_350-UA/6.4.6.2656+Type/Application - 404 3 50 26
2024-11-01 12:30:39 192.168.1.42 GET /Phone/VVX/UCS_6.4.7.4477_6.4.7.4513/sip.ld - 80 - 192.168.1.246 FileTransport+PolycomVVX-VVX_350-UA/6.4.6.2656+Type/Application - 404 0 2 1

The Phone Logs will show:

1101132808|copy |2|00|[performRedundant] Trying to connect proxy for 'http://PlcmSpIp:****@192.168.1.42/Phone/VVX/UCS_6.4.7.4477_6.4.7.4513/3111-48830-001.sip.ld'
1101132808|copy |3|00|'http://PlcmSpIp:****@192.168.1.42/Phone/VVX/UCS_6.4.7.4477_6.4.7.4513/3111-48830-001.sip.ld' from '192.168.1.42'
1101132808|curl |1|00|HEADER_OUT: GET /Phone/VVX/UCS_6.4.7.4477_6.4.7.4513/3111-48830-001.sip.ld HTTP/1.1
1101132808|copy |3|00|Download of 'Phone/VVX/UCS_6.4.7.4477_6.4.7.4513/3111-48830-001.sip.ld' FAILED on attempt 1 (addr 1 of 1)
1101132808|copy |*|00|Server '192.168.1.42' said 'Phone/VVX/UCS_6.4.7.4477_6.4.7.4513/3111-48830-001.sip.ld' is not present
1101132808|copy |2|00|[performRedundant] Trying to connect proxy for 'http://PlcmSpIp:****@192.168.1.42/Phone/VVX/UCS_6.4.7.4477_6.4.7.4513/sip.ld'
1101132808|copy |3|00|'http://PlcmSpIp:****@192.168.1.42/Phone/VVX/UCS_6.4.7.4477_6.4.7.4513/sip.ld' from '192.168.1.42'
1101132808|curl |1|00|HEADER_OUT: GET /Phone/VVX/UCS_6.4.7.4477_6.4.7.4513/sip.ld HTTP/1.1
1101132808|copy |3|00|Download of 'Phone/VVX/UCS_6.4.7.4477_6.4.7.4513/sip.ld' FAILED on attempt 1 (addr 1 of 1)
1101132808|copy |*|00|Server '192.168.1.42' said 'Phone/VVX/UCS_6.4.7.4477_6.4.7.4513/sip.ld' is not present

Ensuring the HTTP server allows the Mime Type .ld

The server will allow the download:

2024-11-01 12:39:28 192.168.1.42 GET /Phone/VVX/UCS_6.4.7.4477_6.4.7.4513/3111-48830-001.sip.ld - 80 - 192.168.1.246 FileTransport+PolycomVVX-VVX_350-UA/6.4.6.2656+Type/Application - 200 0 995 351

The Phone logs will show:

1101133657|copy |2|00|[performRedundant] Trying to connect proxy for 'http://PlcmSpIp:****@192.168.1.42/Phone/VVX/UCS_6.4.7.4477_6.4.7.4513/3111-48830-001.sip.ld'
1101133657|copy |3|00|'http://PlcmSpIp:****@192.168.1.42/Phone/VVX/UCS_6.4.7.4477_6.4.7.4513/3111-48830-001.sip.ld' from '192.168.1.42'
1101133657|curl |1|00|HEADER_OUT: GET /Phone/VVX/UCS_6.4.7.4477_6.4.7.4513/3111-48830-001.sip.ld HTTP/1.1
1101133657|copy |3|00|Download of 'Phone/VVX/UCS_6.4.7.4477_6.4.7.4513/3111-48830-001.sip.ld' succeeded on attempt 1 (addr 1 of 1)

HTTP Server

For more details please see the attached PDF file or work with HP Poly support.

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

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

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