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The Poly Phones Knowledge Base is live! We look forward to helping you with common issues and troubleshooting advice!
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‎09-10-2012 03:11 PM

HP Recommended

We have spent a day on this and are very frustrated. The talkswitch guys say this is a polycom problem, the polycom guys say we need support from our reseller, our reseller says their support engineer is out for a week.

 

We have tried upgrading and downgrading our phones sip and bootrom versions several times, but nothing seems to work, we get 0x20 errors once pointing to the talkswitch errors. Here are the talkswitch logs:

 

10683: 120910 16:44:28.16804342 TFTPD: tftpd.c:360 tftp_send_error: Server supports transmit only to: 192.168.1.131:1030
10684: 120910 16:44:48.16819886 TFTPD: tftpd.c:591 tftp_handle_rrq: file=bootrom.ld from: 192.168.1.131:1025
10690: 120910 16:44:48.16819891 TFTPD: tftpd.c:568 tftp_locateRequestedFile: bootrom.ld - not found
10691: 120910 16:44:48.16819891 TFTPD: tftpd.c:360 tftp_send_error: File not found to: 192.168.1.131:1025
10692: 120910 16:44:48.16819976 TFTPD: tftpd.c:591 tftp_handle_rrq: file=0004f21b8493.cfg from: 192.168.1.131:1026
10694: 120910 16:44:48.16819980 TFTPD: tftpd.c:839 tftp_handle_ack: done: 192.168.1.131:1026 file=0004f21b8493.cfg
10695: 120910 16:44:48.16820097 TFTPD: tftpd.c:591 tftp_handle_rrq: file=sip.ld from: 192.168.1.131:1027
10701: 120910 16:44:48.16820102 TFTPD: tftpd.c:568 tftp_locateRequestedFile: sip.ld - not found
10702: 120910 16:44:48.16820102 TFTPD: tftpd.c:360 tftp_send_error: File not found to: 192.168.1.131:1027
10703: 120910 16:44:48.16820179 TFTPD: tftpd.c:591 tftp_handle_rrq: file=phone_0004F21B8493.cfg from: 192.168.1.131:1028
10705: 120910 16:44:48.16820193 TFTPD: tftpd.c:839 tftp_handle_ack: done: 192.168.1.131:1028 file=phone_0004F21B8493.cfg
10706: 120910 16:44:48.16820320 TFTPD: tftpd.c:591 tftp_handle_rrq: file=Polycom_TS_NA.cfg from: 192.168.1.131:1029
10712: 120910 16:44:48.16820325 TFTPD: tftpd.c:568 tftp_locateRequestedFile: Polycom_TS_NA.cfg - not found
10713: 120910 16:44:48.16820325 TFTPD: tftpd.c:360 tftp_send_error: File not found to: 192.168.1.131:1029
10714: 120910 16:44:48.16820385 TFTPD: tftpd.c:591 tftp_handle_rrq: file=Polycom.cfg from: 192.168.1.131:1030
10720: 120910 16:44:48.16820389 TFTPD: tftpd.c:568 tftp_locateRequestedFile: Polycom.cfg - not found
10721: 120910 16:44:48.16820389 TFTPD: tftpd.c:360 tftp_send_error: File not found to: 192.168.1.131:1030
10733: 120910 16:46:11.16886604 TFTPD: tftpd.c:360 tftp_send_error: Server supports transmit only to: 192.168.1.131:1027

Any ideas? Im about ready to throw these things in the garbage I am so frustrated!!!

thanks
Joel

 

1 ACCEPTED SOLUTION

Accepted Solutions

‎09-12-2012 02:43 AM

HP Recommended

Hello Joel,

 

there is no factory firmware on the phones as to speak.

 

If you format the File System the sip.ld is deleted and the phone only has the BootROM to boot from and be able to load a new / different sip.ld.

 

The message you are getting is normal as you will have to create this file yourself or get it created from your Phone provider / SIP switch.

 

The phone will attempt and load a master configuration file, the 000000000000.cfg.

 

Check this document => here <= or read the FAQ.

 

Best Regards

 

Steffen Baier

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

View solution in original post

Was this reply helpful? Yes No
6 REPLIES 6

‎09-10-2012 03:28 PM

HP Recommended
Hello Jnylund,

the x20 issue i well documented all over the internet and as your logs show already the phone simply cannot load its files it needs to run.

I am not aware who your provider is but a simple wireshark trace should prove that the phone is unable to load these.

This has nothing to do with the phone and is something in your network.

Polycom support is available via PPI but you realy need to contact your voip provider as they need to support you. They can contact us in addition if n

Plenty of troubleshooting information within this community as well.

Best regards

Steffen Baier
------------------------------------------------
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
Was this reply helpful? Yes No

‎09-11-2012 02:37 PM

HP Recommended

Thanks that helped, I was able to go back to them and manually configure a couple phones. I have 2 phones that I have put various firmware on that I want to get back to normal now. I tried getting the latest ones of these and putting them on tftp server and updating the phones, right now I get the error:

 

error loading 0004f21b8493.cfg

 

After it updates the boot rom and sip.

 

Any ideas? Is there any other easy way to get back to "factory" firmware and settings?

 

thanks

Joel

Was this reply helpful? Yes No

‎09-12-2012 02:43 AM

HP Recommended

Hello Joel,

 

there is no factory firmware on the phones as to speak.

 

If you format the File System the sip.ld is deleted and the phone only has the BootROM to boot from and be able to load a new / different sip.ld.

 

The message you are getting is normal as you will have to create this file yourself or get it created from your Phone provider / SIP switch.

 

The phone will attempt and load a master configuration file, the 000000000000.cfg.

 

Check this document => here <= or read the FAQ.

 

Best Regards

 

Steffen Baier

------------------------------------------------
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
Was this reply helpful? Yes No

‎09-12-2012 06:41 AM

HP Recommended

Thanks Steffen,

 

I folllowed the directions to put the sip and bootrom on the phone, setup an tftp server, had the phone download them, looks like it installed correctl, say right versions of stuff.  I cant point the phone to my pbx because of the issue above, I need to manually configure the phone using the web interface... so I just need a way to get the phone to boot, have an ip, then I can get to it. Do I copy the 000000000000.cfg and rename it to my mac_address.cfg???

 

thanks

Joel

Was this reply helpful? Yes No

‎09-12-2012 07:19 AM

HP Recommended

Joel,

 

the 000000000000.cfg is sufficient as it loads the relevant sip.cfg and phone1.cfg

 

This is all described in the FAQ Section and in the link I posted above.

 

Once the phone has booted up, installed the sip.ld and loaded the files via the 000000000000.cfg the phone will be ready and you can after a short while access the Web Interface or use the Phones gui to configure this.

 

Best Regards

 

Steffen Baier

------------------------------------------------
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
Was this reply helpful? Yes No

‎09-12-2012 07:56 AM

HP Recommended

Ok, I copied the 000000000000.cfg int a file named 0004f21b8493.cfg and magically the thing works. 

not sure why... but Im happy now!

 

Joel

Was this reply helpful? Yes No
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