VVX 310 Firmware reverting after update

[SunShade]

Hello,

We are trying to upgrade the firmware on our Polycom VVC 310 phones from 5.6.0.20009 utilizing the Polycom Hosted Server from the phone's internally hosted webpage.  It goes through with the upgrades after several reboots of the phone.  We can then log into the newly updated phone page.  After about several minutes, the phone reboots and reverts to the previous version.   It doesn't seem to matter if we try going to 5.9.8.5760 or 5.9.7.3480, both new firmwares when applied to this phone exhibit the same behavior.  We even tried the older one then updating to the new one.  We have also tried updating other phones of the same model in our environment with the same results.  Any help or suggestions are appreciated.  Thank you for your time.

[SteffenBaierUK]

Hello @SunShade ,

welcome to the HP Poly community.

it would be great to find out who the provider is for these phones as the provider may push a firmware they approve to the phone. The phone will download the specified firmware from our hosted Server but on a reboot or provisioning time the server / provider will tell the phone to get the software the provider wants the phone to run.

Best Regards

Steffen Baier

[SunShade]

Hi Steffen,

Thank you for your reply.  The VOIP Provider we currently utilize is Ringcentral.  Thus far we have been unable to locate an area within Ringcentral that controls this, but we'll take a look and maybe reach out to them as well.

[SteffenBaierUK]

Hello @SunShade ,

RingCentral will use the 000000000000.cfg or <mac>.cfg using the 

 APP_FILE_PATH=

to provide their Software.

From our VoIP Section:

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

Resolution: Please check => here <=

I suggest they contact our Support organization their your region if they struggle with this. Details are in my Signature.

Best Regards

Steffen Baier

[SunShade · Accepted solution]

The solution ended up being on the phones themselves.  We removed the provisioning server information, then they seem to take the upgrade individually and retain it.  Thank you for your time and attention to this matter.