Polycom vvx311 FW 5.4.2.2834 Provisions on POLY LENSEbut shows OFFLINE

[Petrushka9]

Polycom vvx311 FW 5.4.2.2834 Provisions on POLY LENS but shows OFFLINE

I factory reset 2 VVX311 phones they both have FW  5.4.2.2834  Added to Poly Lens via provisioning server settings. 

Disabled Firewall and IDS to see if that helped but no joy. 

Anyone have an idea of how to fix this?

[SteffenBaierUK]

Hello @Petrushka9 ,

welcome to the HP Poly community.

Please update to a currently supported Firmware version. This is at the time of writing UC Software 6.4.7

Also, ensure all ports and protocols are open as stated here

Best Regards

Steffen Baier

[Petrushka9]

Thank you @steffenbaierUK

thats why I added the Phones to Poly Lens, to update the firmware, because updating through the webgui of the phone does not work. 

is there perhaps a custom update server URL I can use as the configured on on this FW version does not work. 

[SteffenBaierUK]

Hello @Petrushka9 ,

It helps us volunteers provide as much information as possible as we do this in our spare time.

From our VoIP FAQ:

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 <=

Have you yet checked the logs?

The master FAQ with all details how to locally set up a server:

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.

If no other volunteers reply, I suggest you contact our Support organization in your region. Details are in my Signature.

Best Regards

Steffen Baier

[Petrushka9 · Accepted solution]

okay, so I downloaded the most recent firware: https://downloads.polycom.com/voice/voip/uc/UC_Software_6_4_6_release_sig_split.zip
Unzipped and uploaded the contents to a webserver that allows for non-https connections. 

created a new file  "all.xml"  and added the following contents to it:

<?xml version="1.0" encoding="utf-8"?>
<PHONE_IMAGES>
  <REVISION>
	<PHONE_IMAGE>
      <VERSION>6.4.7</VERSION>
      <BUILD_ID>6.4.7.4477</BUILD_ID>
      <REVISION>A</REVISION>
      <PATH>http://server-url/</PATH>
    </PHONE_IMAGE>   
      </REVISION>
</PHONE_IMAGES>

uploaded that to file server too. 

Then added the url to the fileserver  to the custom server address field  in the web admin of the phone:

http://web-server-url/all.xml

click on check for updates and it updated with no issues.  

Then phones started showing up online in  Poly Lens  and were updated further. 

You can also add the phones to Poly Lens later by provisioning them:

https://lens.poly.com/

[SteffenBaierUK]

Hello @Petrushka9 

this is also covered in the VoIp FAQ;

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

Best regards

Steffen Baier

[Petrushka9]

Yes, thank you @steffenBaierUK 

It was not quite clear for me that I first needed to upgrade the firmware manually from a local / self owned server.  I thought I could just add the phones to Poly Lens and I could update them from there.  

But even thought the phones provision they could not be updated, so that was a  bit confusing.  Would be great to have some messaging around that in Poly Lens. 

[SteffenBaierUK]

Hello @Petrushka9 ,

this should be all listed >here<. As you did not share any logs I am unable to comment on what the issue was. As you could not update the units via the web interface using the Poly-hosted server either I assume a firewall issue.

I suggest you contact our Support organization in your region if no other volunteers reply. Details are in my Signature.

Best Regards

Steffen Baier