Firmware won't update on VVX 500

[Drew_H]

Hi, I have a Polycom VVX 500 that I need to update to the latest firmware, to use with my VOIP provider.  The current firmware is 4.0.1.15031.  In the web interface I selected Utilities > Software Upgrade.  Clicked check for updates.  Versions 5.9.8.5760 and 5.9.7.3480 appeared in the list.  Selecting either I get the same response after clicking install.  A confirm windows first, then a license agreement, then a message about the phone will reboot.  The phone doesn't reboot and the firmware stays the same.

I have the phone already working with a SIP provider, but the new one us on 3CX, which needs the latest version to provision.

[M_Salman]

Hi @Drew_H  Welcome to Poly HP Support Community.  

I’m sorry to hear about the issue you're experiencing with the VVX 500. I understand how crucial it is to have the device functioning properly, and I appreciate your patience. Let me walk you through a few troubleshooting steps that may help resolve the issue.
 

1. Manual Reboot: Please try performing a manual reboot of the device and check if the firmware updates successfully. This may help trigger the update process.
2. Poly Lens Application: You can also visit lens.poly.com navigate to manage >software versions and search for the VVX 500. There, you'll be able to download the latest firmware file and push the update through the Poly Lens application, which may provide a more direct way to update the device.
3. Factory Reset (if necessary): If the previous steps don’t resolve the issue, a factory reset might help clear any configuration problems. Please note that a factory reset will erase all of your current settings, so make sure to back up any important data before proceeding.
4. To perform a factory reset:

• Access the phone’s web interface.
• Navigate to Settings > Admin Settings and select the Factory Reset option.
• After the reset, you can attempt the firmware update again.

If the issue still persists, I would request you contact our HP Support, and our Support Engineers should be able to sort this out. HP Support can be reached by clicking on the following link.

https://support.hp.com/us-en/poly

I hope this helps! Keep me posted for further assistance. If you find the information provided useful or solves your problems, help other users find the solution more easily by giving Kudos/Thumbs Up and marking my post as an Accepted Solution.

Regards,

Salman

[Drew_H]

Hi, I followed the factory reset, now I can't log into the phones web configuration.  I tried passwords 123, 456, 789, even the password I previously set, but I just get "Authorization failed.".  Admin password in the phone itself, to get to settings/advanced is 456.

[Drew_H]

Scratch that.  Tried in Chrome and I could log in, must be an issue with FireFox.  However, I tried the update again and the phone still didn't reboot and is still on the old version.

I've added the provisioning server details from Poly Lens into the phones web config, but nothing appears to happen.  Should the phone now appear in Poly Lens?

Looking at the logs, there are a lot of SSL connect errors.

[M_Salman]

Thank you for the confirmation @Drew_H 

It seems like you have tried all the troubleshoot step,   I would request you contact our HP Support, and our Support Engineers should be able to sort this out. HP Support can be reached by clicking on the following link.

https://support.hp.com/us-en/poly

I hope this helps! Keep me posted for further assistance. If you find the information provided useful or solves your problems, help other users find the solution more easily by giving Kudos/Thumbs Up and marking my post as an Accepted Solution.

Regards,

Salman
 

[Drew_H]

I can't get the phone to show in Poly Lens, but I was able to download the software.  Question now is how do I get this onto the phone?

From my searching it looks like with old versions of the firmware the SSL is an older less secure version, so HP servers won't let it connect.

[M_Salman]

Thank you for providing the information. Drew_H.
 

To manually update the firmware, please follow the steps outlined below:
 

1. Ensure that your USB flash drive is formatted to FAT32. Then, download the firmware file and save it to the USB drive.

2. Insert the USB drive into the VVX500 desk phone. The phone should automatically detect the drive and initiate the firmware update process.
 
If this method does not work, I recommend reaching out to our support team for further assistance. They will be able to elevate the issue and provide more advanced troubleshooting. You can contact HP support using the link provided below:

https://support.hp.com/us-en/poly

I hope this helps! Keep me posted for further assistance. If you find the information provided useful or solves your problems, help other users find the solution more easily by giving Kudos/Thumbs Up and marking my post as an Accepted Solution.

Regards,

Salman 

[SteffenBaierUK]

Hello @Drew_H ,

Welcome to the HP Poly community.

From our VoIP FAQ:

Oct 7, 2011 Question: How can I set up my Phone / Provisioning / Download / Upgrade / Update / Downgrade Software?
Resolution: Please check => here <= and you need Poly Lens now to get access to Poly Software.

or

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

and

May 11, 2018 Question: Why do I get a "Failed to fetch available software from the Poly hosted server" error message or able to download list but unable to upgrade/downgrade?

Resolution: Please ensure your firewall allows outbound network traffic as shown  => here <=

First ensure the time is set on the phone or SSL will fail.

Best Regards

Steffen Baier