VVX 311 update error

[Anonymous]

Recently i updated vvx 311 phone to 5.5.1.15880 version, and it gives me error "Error, application is not present". after that i entered my ftp address in provision settings, and then the phone started giving me message, that it can't download .cfg file. I tried to log in to ftp with the same user through broswer, and downloaded that file, so ftp works fine. Can someone help?

[SteffenBaierUK]

Hello @Augustinas,

welcome to the Polycom Community.

• Did you originally upgrade via FTP or via the Web Interface option?
• Was there a specific reason you chose 5.5.1 instead of 5.5.3 or the latest 5.5.4 in this release?
• Can you setup a spanned port and trace to see if there is any network activity?

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

[Anonymous]

I updated it via the WEB interface option. I chose 5.5.1, because all other phones in our company are with that version, and i just wanted them to be all the same version. But i got it to download the .cfg file now, but it gives me the same message "Error, application is not present". For the .cfg file i used the 00000000.cfg i found in the FTP and renamed it to the phone's MAC address.

[SteffenBaierUK]

Hello @Augustinas,

You did not reply to all questions asked:

• Can you setup a spanned port and trace to see if there is any network activity?

Can you see any <mac>-boot.log or <mac>-app.log files on your FTP server 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

[Anonymous]

Yes, i can see both files. i am pasting some of the boot log file:

0115074409|cfg  |*|01|Prov|Starting to provision
0115074409|cfg  |3|01|Prov|Starting to download file 64167f0b0ddb.cfg
0115074409|copy |3|01|'ftp://PlcmSpIp:****@ftp address/64167f0b0ddb.cfg' from 'ftp address'
0115074409|copy |3|01|cfgProvSrvTypeGet()[0]
0115074409|copy |3|01|Download of '64167f0b0ddb.cfg' succeeded on attempt 1 (addr 1 of 1)
0115074409|cfg  |3|01|Prov|Updated file 64167f0b0ddb.cfg
0115074409|cfg  |*|01|Prov|Starting to update 3111-48350-001.sip.ld
0115074409|copy |3|01|'ftp://PlcmSpIp:****@ftp address/3111-48350-001.sip.ld' from 'ftp address'
0115074409|copy |3|01|cfgProvSrvTypeGet()[0]
0115074409|copy |3|01|Download of '3111-48350-001.sip.ld' FAILED on attempt 1 (addr 1 of 1)
0115074409|copy |3|01|transport res: 78 respCode 550. transport error: Remote file not found. transport error buffer: Remote file not found.
0115074409|cfg  |3|01|Could not get all 512 bytes of the header
0115074409|app1 |4|01|Error downloading 3111-48350-001.sip.ld
0115074409|cfg  |*|01|Prov|Starting to update sip.ld
0115074409|copy |3|01|'ftp://PlcmSpIp:****@ftp address/sip.ld' from 'ftp address'
0115074409|copy |3|01|cfgProvSrvTypeGet()[0]
0115074409|copy |3|01|Download of 'sip.ld' FAILED on attempt 1 (addr 1 of 1)
0115074409|copy |3|01|transport res: 78 respCode 550. transport error: Remote file not found. transport error buffer: Remote file not found.
0115074409|cfg  |3|01|Could not get all 512 bytes of the header
0115074409|app1 |4|01|Error downloading sip.ld
0115074409|cfg  |3|01|Prov|Image has not changed
0115074409|cfg  |4|01|Prov|Provisioning failed
0115074409|app1 |6|01|Error application is not present.
0115074409|app1 |6|01|Uploading boot log, time is Mon Jan 15 07:44:09 2018
0115074409|cfg  |*|01|Prov|Finished updating configuration

As for my understanding, the phone cannot find the 3111-48350-001.sip.ld and sip.ld files. Where i can get those from?

[Anonymous · Accepted solution]

Okay, i checked the logs, and seems that it was missing 3111-48350-001.sip.ld file in FTP, so i donwloaded it and the phone works.