Poly Edge 550, how do I get it to register on ZTP? And how do I update the firmware?

[AlexWallace]

Hello,

I am trying to get a new poly Edge 550 to register on the ZTP portal, but the phone will not contact the ZTP server. The phone has good internet and ZTP is enabled in the admin settings under the provisioning server menu. Why wont the phone reach out to ZTP.

And second, how do I update the firmware for the phone? When I log into the gui of the phone and navigate to the Software Upgrade section and click on Check for updates, while "Server Type: Poly Hosted Server" is selected I get this error

"The XML file you specified cannot be read. Contact your Poly Hosted Server Administrator." Also there is no upload option viable anywhere. 

Thanks,

Alex 

[SteffenBaierUK]

Hello @AlexWallace ,

Welcome to the HP community.

Unfortunately, your post does not contain the currently used Software version for the HP Poly product you use.

This is important especially in the future when someone finds this post in days, months, or years to come. Please do not simply edit the original post but reply with the versions.

This is stated in the FAQ or the Read 1st section, explaining why this is important.

For your actual issue, our VoIP FAQ has:

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 <=

If an issue like this cannot be resolved via a public community post, please work with our support organization in your region. Details on how to contact us are in my signature

Best regards

Steffen Baier

[AlexWallace]

Hello Steffen, 

Thanks for the quick response. Im sorry but I did not see any FAQ or Read 1st verbiage on the screens that I have navigated through to get to the start discussion page. I also do not see that language on the page after I click "Start the Conversation".

The current software version of the phone 

software version : 8.0.0.15602

I will take a look at my firewall settings. 

Thanks, 
Alex

[SteffenBaierUK]

Hello @AlexWallace ,

did the above work for you?

Best Regards

Steffen Baier

[AlexWallace]

Good morning,

Unfortunately no, bypassing the firewall did not work. I took the phone to another network without a firewall and it did the same thing. 

It appears there is no way to update the firmware on this phone very easily, or at all.

Thanks,

Alex

[SteffenBaierUK]

Hello @AlexWallace ,

The FAQ post explains how to utilize the logs to understand why this fails. In addition the VoIP FAQ contains:

Dec 04, 2015 Question:How can I provision/upgrade the software or provide configuration via USB for the Poly Trio, CCX, Edge E and/or Visual+?

Resolution: Please check this post => here <=

If all fails, and no other volunteer replies, please contact the support organisation in your region. Details are in my signature.

Best Regards

Steffen Baier