Poly CCX 600 - Unable to update firmware beyond 5.9.12.1112 using USB, Web Console, or Poly Lens

[vegasjoe70]

Poly CCX 600 purchased as "renewed" via Amazon partner Tellia on 2024-04-04

Unable to update firmware from 5.9.12.1112 via Teams Admin Center, USB Stick, phone's web console, or Poly Lens.

Using USB, phone's web console, and Poly Lens gives the same result:
Software upgrade is in progress... (flashes across the bottom of the screen)
Software upgrade is failed.

Phone's web console and Poly Lens both show phone firmware is 5.9.12.1112 and offer numerous upgrade versions, but none of them work. I even tried to run the upgrade with the phone connected to a mobile hotspot to be sure our corporate firewall isn't blocking the upgrade.

Is this possibly one of those "demo units" that can't be upgraded by an end customer? If so, is there a work-around?

Firmware is 5.9.12.1112 (Team version is 1449/1.0.94.2019110802)
Bar code label on back says 64167FCC31C8 dated 20191014

[SteffenBaierUK]

Hello @vegasjoe70 ,

welcome to the HP Poly community.

If this is a Beta or Development build there is no way of upgrading this. The logs themselves should show incompatible software. These units should not be sold and should be returned to HP Poly.

Best Regards

Steffen Baier

[vegasjoe70]

Steffen - thank you for the fast reply. This is the error message from the logs (below) when I insert a FAT32 USB 2.0 or 3.0 stick with 8.1.6.1006 firmware for the CCX 600. Phone part number is 3111-49770-001 Rev:04 and MAC address of the phone is: 64:16:7F:CC:31:C8 - does "Failed to extract new image" and "failed to write, error 0" indicate bad internal memory on the phone, or something else?:

The files on the USB stick are extracted from the file PVOS_CCX600_8_1_6_1006_release_sig.zip downloaded from Poly Lens:
000000000000.cfg
3111-49770-001.sip.ld

0415200731|apps |*|00|Sending USB provisioning update with state:1
0415200732|so |4|00|SoAudioChannelC::txGainSet drvCodecTxGainSet m_id=0, gain=24 returned -1
0415200732|so |4|00|SoAudioChannelC::rxGainSet drvCodecRxGainSet m_id=0, gain=-6 returned -1
0415200732|apps |4|00|cfgParamAndroidCommTask: USB Provision
0415200732|so |*|00|soUsbProvSetup: Provisioning from USB and update is allowed
0415200732|cfg |*|00|Prov|Starting to provision
0415200732|cfg |*|00|Prov|Starting to update 3111-49770-001.sip.ld
0415200732|cfg |*|00|Prov|Updating the Application
0415200732|cfg |4|00|Starting software update file transfer at faster speed and higher priority
0415200732|sig |3|00|hwSigParseHeader: found key Sig_7.
0415200802|cfg |4|00|Software update will be done at faster speed and higher priority
0415200803|cfg |*|00|update-progress: status 0 0
0415200803|cfg |*|00|update-progress: status 2 0
0415200803|cfg |*|00|update-progress: status 3 3.58608e-05
0415200803|cfg |*|00|update-progress: status 0 0
0415200803|cfg |*|00|update-progress: success -1
0415200808|cfg |*|00|update-progress: Failed to extract new image
0415200808|cfg |*|00|update-progress: Exiting update script 1,'Failed to extract new image'
0415200809|cfg |5|00|Failed to extract new image, 256
0415200809|cfg |5|00|Prov|Image 3111-49770-001.sip.ld failed to write, error 0
0415200809|cfg |*|00|Prov|Finished updating configuration
0415200809|apps |*|00|cfgParamAndroidProvisioningStatusReport: provisioning status 47
0415200809|apps |*|00|cfgParamAndroidUpdateProvCompleteToDM: Config reading completed received ConfigUpdateSucceded : [1]FirstBootCompleted : [1] Server Name Len : [0]
0415200809|apps |*|00|CfgParamId_LclMlLang set Lang :[English_United_States]
0415200809|apps |*|00|cfgParamAndroidSendAppState: Sent to poly settings. State:1
0415200809|clist|4|00|dbJson::dbStart:state=<1>
0415200809|clist|4|00|dbJson::requestSubmit:<START> - failed
0415200809|clist|4|00|dbJson::dbInsert:state=<1>
0415200809|clist|4|00|dbJson::requestSubmit:<INSERT> - failed
0415200809|clist|4|00|dbJson::dbInsert:state=<1>
0415200809|clist|4|00|dbJson::requestSubmit:<INSERT> - failed
0415200809|clist|4|00|dbJson::dbInsert:state=<1>
0415200809|clist|4|00|dbJson::requestSubmit:<INSERT> - failed
0415200809|clist|4|00|dbJson::dbCommit:state=<1>
0415200809|clist|4|00|dbJson::requestSubmit:<COMMIT> - failed
0415200809|clist|4|00|dbJson::dbTableLocalCount:state=<1>
0415200809|clist|4|00|dbJson::requestSubmit:<COUNT_TABLE> - failed

[SteffenBaierUK]

Hello @vegasjoe70 ,

5.9.12.1112 sounds like an early release for testing.

From our VoIP FAQ:

Oct 10, 2011 Question: How can I reset / Factory default my Phones configuration?

Resolution: Please check => here <=

Jul 13, 2022 Question: Can I bypass the Out of Box / OOB wizard or set specific settings on a Poly Trio or CCX phone?

Resolution: Please check => here <= for details. 

The 2nd post, after a factory reset together with the Firmware on a USB stick may go past the issue with the upgrade

If not return the units and the seller should return them to HP Poly.

Best Regards

Steffen Baier