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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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‎01-23-2018 05:14 PM

HP Recommended

I have a employee who performed a format file system on an IP5000 phone.  I have no idea how to reload anything on this phone as Polycom is new to me.  Is there a quick / self help guide for reloading?  I currently have Vonage as my provider.

 

ughh...

1 ACCEPTED SOLUTION

Accepted Solutions

‎01-25-2018 09:07 AM

HP Recommended

Hi @tom__w

 

apart that you would be downloading a software for LYNC as stated in the FAQ

 

Jun 30, 2015 Question:What is the difference using the UC Software 4.0.0 for compatible SoundPoint or SoundStation IP Phones?

Resolution: Please always check the release Notes or

Software Version  Call Server
4.0.X SIP Only
4.1.X LYNC Only

 

Your steps are correct apart that you either need the split or combined but not both.

 

I would use the split as this is quicker, other than that your understanding is correct.

 

I am traveling at present and once I am back I will update the FAQ to make this even simpler.

 

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

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11 REPLIES 11

‎01-24-2018 12:10 AM

HP Recommended

Hello @tom__w,

welcome to the Polycom Community.

The community's VoIP FAQ contains this post here:

Sep 27, 2012 Question: I get the message “Error application not present / found” on my phones screen

Resolution: Please check => here <=


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

‎01-24-2018 02:54 PM

HP Recommended

I setup the Vonage provisioning server on the phone setup.  But I still get application not found.  Do I need to reflash?

 

I also cannot get to the phones website.  Is that normal?

Was this reply helpful? Yes No

‎01-24-2018 03:18 PM

HP Recommended

Hello @tom__w,

Did you actually read the above FAQ?

 

  • ...in order to return to a working state....

The above FAQ means there is no Web Interface when your phone is in this mode and it needs a local provisioning server.

 

Pointing it to your provider etc. is not a local provisioning server hosting the software to recover the unit.


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

‎01-24-2018 03:30 PM

HP Recommended

I started reading but didn't see 'local'.

 

Not sure if I should use split or combined.  How can I tell?

Was this reply helpful? Yes No

‎01-25-2018 12:40 AM

HP Recommended

Hi Tom,

 

have a closer look into the release notes of your downloaded Firmware. Everything is explained there. https://support.polycom.com/content/dam/polycom-support/products/Voice/business_media_phones/release...

 

Polycom recommends using the split ZIP file when possible for a shorter upgrade time. However, in some deployments, you need to download both the combined and split files. For example, deployments running a BootROM version prior to BootROM 4.0.0 require the combined file version. If you require both file versions, download both ZIP files, extract all the configuration files from the split version and extract the sip.ld file from the combined file version. All files other than sip.ld files are duplicated across the two ZIP file versions.
 
More info in the release notes.
 
Was this reply helpful? Yes No

‎01-25-2018 01:15 AM

HP Recommended

or within the VoIP FAQ:

 

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

Resolution: Please check => here <=

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

‎01-25-2018 08:49 AM

HP Recommended

Honestly, this is the only Polycom phone I have in the entire company.  I like it, but it is the only one and the time to figure it all out is somewhat counter-productive.

 

I am looking for a straight forward, consolidated, step by step process to reload this thing.

 

I have downloaded the UC split file 4.1.1 A.  But it looks like I need some other file, which is also to be unzipped into the same directory?  Where can I download that?

 

From what I can tell, the steps are:

* Download these 2 files (split and some other updater file)

* Unzip into the same directory

* Setup a ftp server with a user that defaults to that directory

* Configure that ftp server as the provision server on the phone

* Reboot the phone

* Once up and running, setup provsion server on phone for my VoIP provider

 

Is this about correct?

Was this reply helpful? Yes No

‎01-25-2018 09:07 AM

HP Recommended

Hi @tom__w

 

apart that you would be downloading a software for LYNC as stated in the FAQ

 

Jun 30, 2015 Question:What is the difference using the UC Software 4.0.0 for compatible SoundPoint or SoundStation IP Phones?

Resolution: Please always check the release Notes or

Software Version  Call Server
4.0.X SIP Only
4.1.X LYNC Only

 

Your steps are correct apart that you either need the split or combined but not both.

 

I would use the split as this is quicker, other than that your understanding is correct.

 

I am traveling at present and once I am back I will update the FAQ to make this even simpler.

 

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

‎01-25-2018 10:46 AM

HP Recommended

I was able to fix my phone!!

 

Thank you for your patience.  Sincerely appreciated.

 

Tom (NOOB)

Was this reply helpful? Yes No
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