Multiple VVX phones at multiple locations show offline when they are online, vvx 300, 301 & 500

[Nick76898]

Hello i have been having issues upgrading firmware on polycom vvx300, 301 and 500s so that they can work with genesys cloud. they are currently on firmware 5.5.2.937 & 5.5.1.11526. when trying from the web interface it would act like it was going to work and never reboot the phone if you manually reboot it didnt do anything we tried restoring default factory settings on all phones and have the same problem. once in a while a phone will work but most do not. 

I setup a poly lens account and it has allowed one of the phones that previously couldnt upgrade to upgrade however the others are connecting when we provision them to poly lens but they show offline so we cannot upgrade them.

[M_Salman]

Hi @Nick76898, Welcome to Poly HP Support Community.  
 

Due to limited support, 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

[SteffenBaierUK]

Hello @Nick76898 ,

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.

The above FAQ post details how to update phones via a local FTP or HTTP server to get them on a supported version. It also explains how to use Poly Lens.

! Please bear in mind Firewalls !

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 <=

Best Regards

Steffen Baier

[Nick76898]

Hello, 

I appreciate both of your responses (and also responses from previous threads that i was referencing). I was eventually able to get these to update from poly lens. Note these were all at 5.5x versions of firmware and would not update from the phones browser interface.

• From the browser interface go to settings – network – TLS

• Expand the TLS applications section
• For all available options select “SSL v2v3” (this should be for all but 802.1x which you leave at tls 1.0)

• Go to settings – provisioning server
  • From poly lens go to manage - inventory then click add and select visit provisioning to get the information below

• Server type: https

• Server address: 

• Server User

• Server Password

• On the same page expand the dhcp menu

• Boot server – static
• Boot server type – string

• Click save, if the phone doesn’t reboot automatically then click on Utilities – reboot phone
• On reboot the phone should now apply the needed update

• If the phone does not apply the update you may need to ensure policies are not being applied from Poly Lens, if that is an issue go to manage - policies - individual device, select the device and click "remove all" next to policy inheritance.