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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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‎01-23-2017 08:42 AM

HP Recommended

I have a SoundPoint 335. I formatted the file system without realizing the impact of that decision. I’ve setup Filezilla to be my provisioning server and I believe I have the correct files in the folder that the phone is connecting to via FTP.  (I have the bootloader.ld files, as well as the 4.x .cfg files)

 

The phone is indeed connecting to the FTP server, but it never actually downloads any files. It says ‘entering passive mode’, then disconnects and retries 2 more times. Finally, the phone says unable to download the <mac address>.cfg file and reboots.

 

I’ve been reading and re-reading the support documents, but to no avail.

 

What am I missing?

9 REPLIES 9

‎01-23-2017 09:01 AM

HP Recommended

Hello MBeebe,

welcome to the Polycom Community.

 

The Filezilla file server needs to be allowed in your firewall or it cannot access the computer.

The community's VoIP FAQ contains this post here:

Mar 08, 2013 Question: What files does my phone download or upload and why?

Resolution: Please check => here <=

 

Your error: 

 

  • unable to download the <mac address>.cfg


clearly tells you that you are either not unzipped the right file or provided access to it as it cannot download a 000000000000.cfg.

 

The above FAQ article explains that you need the complete files from a downloaded UC software package.

 

Example UC Software 4.0.11 Split:

 

000000000000-directory~.xml
000000000000.cfg
2345-12360-001.sip.ld
2345-12365-001.sip.ld
2345-12375-001.sip.ld
2345-12450-001.sip.ld
2345-12500-001.sip.ld
2345-12560-001.sip.ld
2345-12600-001.sip.ld
2345-12670-001.sip.ld
2345-17960-001.sip.ld
3111-15600-001.sip.ld
3111-19000-001.sip.ld
3111-30900-001.sip.ld
3111-33215-001.sip.ld
3111-40000-001.sip.ld
3111-44500-001.sip.ld
Beach.jpg
Beach256x116.jpg
BeachEM.jpg
Config
Jellyfish.jpg
Jellyfish256x116.jpg
JellyfishEM.jpg
languages
Leaf.jpg
Leaf256x116.jpg
LeafEM.jpg
LoudRing.wav
Mountain.jpg
Mountain256x116.jpg
MountainEM.jpg
Palm.jpg
Palm256x116.jpg
PalmEM.jpg
ReadMe.txt
Sailboat.jpg
Sailboat256x116.jpg
SailboatEM.jpg
sip.ver
SoundPointIPLocalization
SoundPointIPWelcome.wav
Warble.wav

You do not need the XXXX-XXXXX-XXX.bootrom.ld files if you have already upgraded to UC Software 4.0.0 or later.


Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services

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

‎01-23-2017 09:12 AM

HP Recommended

Thanks for the reply Steffen...  I have the firewall opened.  The phone and my PC are on the same physical network switch. 

 

The files are un-zipped and available to be transferred via FTP.  All checkboxes are selected in the Filezilla shared folder details, so the file and folder rights seem OK.

 

I connected to my 'provisioning PC' via FTP from another PC on my network, and I was able to login as the phone's username/password just fine.  I could see all the files, and download/upload any that I wanted.  It just seems that the phone never actually tries to download *any* files.

 

I will continue to research and test...  I just had hoped there was one small thing that I was doing wrong

 

Was this reply helpful? Yes No

‎01-23-2017 09:15 AM

HP Recommended

Here is what I see on the Filezilla log...

 

 

(000084)1/23/2017 11:13:46 AM - (not logged in) (192.168.1.221)> Connected on port 21, sending welcome message...
(000084)1/23/2017 11:13:46 AM - (not logged in) (192.168.1.221)> 220 ...
(000084)1/23/2017 11:13:46 AM - (not logged in) (192.168.1.221)> USER PlcmSpIp
(000084)1/23/2017 11:13:46 AM - (not logged in) (192.168.1.221)> 331 Password required for plcmspip
(000084)1/23/2017 11:13:46 AM - (not logged in) (192.168.1.221)> PASS ***
(000084)1/23/2017 11:13:46 AM - plcmspip (192.168.1.221)> 230 Logged on
(000084)1/23/2017 11:13:46 AM - plcmspip (192.168.1.221)> PWD
(000084)1/23/2017 11:13:46 AM - plcmspip (192.168.1.221)> 257 "/" is current directory.
(000084)1/23/2017 11:13:46 AM - plcmspip (192.168.1.221)> CWD 192.168.1.220
(000084)1/23/2017 11:13:46 AM - plcmspip (192.168.1.221)> 550 CWD failed. "/192.168.1.220": directory not found.
(000084)1/23/2017 11:13:46 AM - plcmspip (192.168.1.221)> QUIT
(000084)1/23/2017 11:13:46 AM - plcmspip (192.168.1.221)> 221 Goodbye
(000084)1/23/2017 11:13:46 AM - plcmspip (192.168.1.221)> disconnected.
(000085)1/23/2017 11:13:46 AM - (not logged in) (192.168.1.221)> Connected on port 21, sending welcome message...
(000085)1/23/2017 11:13:46 AM - (not logged in) (192.168.1.221)> 220 ...
(000085)1/23/2017 11:13:46 AM - (not logged in) (192.168.1.221)> USER PlcmSpIp
(000085)1/23/2017 11:13:46 AM - (not logged in) (192.168.1.221)> 331 Password required for plcmspip
(000085)1/23/2017 11:13:46 AM - (not logged in) (192.168.1.221)> PASS ***
(000085)1/23/2017 11:13:46 AM - plcmspip (192.168.1.221)> 230 Logged on
(000085)1/23/2017 11:13:46 AM - plcmspip (192.168.1.221)> PWD
(000085)1/23/2017 11:13:46 AM - plcmspip (192.168.1.221)> 257 "/" is current directory.
(000085)1/23/2017 11:13:46 AM - plcmspip (192.168.1.221)> CWD 192.168.1.220
(000085)1/23/2017 11:13:46 AM - plcmspip (192.168.1.221)> 550 CWD failed. "/192.168.1.220": directory not found.
(000085)1/23/2017 11:13:46 AM - plcmspip (192.168.1.221)> QUIT
(000085)1/23/2017 11:13:46 AM - plcmspip (192.168.1.221)> 221 Goodbye
(000085)1/23/2017 11:13:46 AM - plcmspip (192.168.1.221)> disconnected.
(000086)1/23/2017 11:13:46 AM - (not logged in) (192.168.1.221)> Connected on port 21, sending welcome message...
(000086)1/23/2017 11:13:46 AM - (not logged in) (192.168.1.221)> 220 ...
(000086)1/23/2017 11:13:46 AM - (not logged in) (192.168.1.221)> USER PlcmSpIp
(000086)1/23/2017 11:13:46 AM - (not logged in) (192.168.1.221)> 331 Password required for plcmspip
(000086)1/23/2017 11:13:46 AM - (not logged in) (192.168.1.221)> PASS ***
(000086)1/23/2017 11:13:46 AM - plcmspip (192.168.1.221)> 230 Logged on
(000086)1/23/2017 11:13:46 AM - plcmspip (192.168.1.221)> PWD
(000086)1/23/2017 11:13:46 AM - plcmspip (192.168.1.221)> 257 "/" is current directory.
(000086)1/23/2017 11:13:46 AM - plcmspip (192.168.1.221)> PASV
(000086)1/23/2017 11:13:46 AM - plcmspip (192.168.1.221)> 227 Entering Passive Mode (192,168,1,220,193,236)

 

Not sure why the phone is attempting the CWD command...

 

Was this reply helpful? Yes No

‎01-23-2017 09:22 AM

HP Recommended

Hello ,

 

(000084)1/23/2017 11:13:46 AM - plcmspip (192.168.1.221)> 550 CWD failed. "/192.168.1.220": directory not found.


Not sure what you defined as the server but it is trying to get into 192.168.1.220 as a directory.


Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services

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

‎01-23-2017 09:34 AM

HP Recommended

Well..  seems that the Firewall wasn't opened "fully" I guess.. I turned off the firewall completely, and several things happened very quickly.  Now it is sending / receiving files.  

 

I'm getting somewhere finally

 

It's now saying "application not present"    I will have to follow that troubeshooting path now.

 

I only had the IP address set as the Provisioning server and also the Upgrade server

 

Very strange that the Firewall settings would allow for a connection, but wouldn't allow for the files to move.

 

I will follow up here with my findings....  Thanks a lot for your help.

 

 

Was this reply helpful? Yes No

‎01-23-2017 09:39 AM

HP Recommended

Hello MBeebe,

You only need one, aka the provisioning server but not the Update server as this expects a different string.

 

For any new questions please utilize the existing FAQ's as all is documented.


Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services

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

‎01-23-2017 01:33 PM

HP Recommended

I removed the IP address from the Update server.  After making sure the firewall on my PC was off, it updated itself and is now provisioned as expected.  The instructions were spot-on as posted in the FAQ's

 

Thanks!

 

 

Was this reply helpful? Yes No

‎01-24-2017 06:46 AM

HP Recommended

Hello again...  new problems, same phone.

 

I cannot configure the phone via my web browser.   I can ping it, but no http response.  Other posts regarding this same issue have to do with the phone being secured by a third-party provider.  This is not the case for me, as I have completely re-formatted and configured the phone myself.

 

Also, I am slightly confused with regards to the instructions to provision the phone with the sip-basic and reg-basic config files...

 

Step #6 in your document says to save the file with a unique name, i.e. reg-billybob.cfg...  but, there is no other reference to using that file name elsewhere.   Same with step #4:  "save the file as sip-billybob.cfg..."  

 

Where would I put a reference to those files?   In the <mac-address>.cfg I presume, but its not clear.  🙂

 

Thanks.

Was this reply helpful? Yes No

‎01-24-2017 06:58 AM

HP Recommended

Hello MBeebe,

this should be really dealt with in a new post but I must ask you to utlize the FAQ first:

 

Oct 7, 2011 Question: What is the relevance of the 000000000000.cfg or <mac>.cfg?

Resolution: Please check => here <=


This explains how you use the config_files section.

 

The files you mention are just template files within the \config subdirectory and would need to be specified.

 

I am unsure what document you are referencing but please be aware that there is only that much which I can do for free within this community.

 

The Phone should not have any issues with the web browser and once you tried another browser like Chrome I can only suggest to:

 

  • either utilize the faq and forum search
  • await for other community members to answer
  • work with a Polycom reseller

 

In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you.

If this is some sort of an Internet discounter please post your phone's MAC address so I can look up who would be able to support you.

 

Please be aware if the phone is out of warranty you would need to pay PPI / Pay Per Incident.

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services

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