VVX 410 Phone will not update firmware.

[hryang]

We recently set up a VoIP phone system using 3CX. We have about 15 Polycom VVX 410 phones across our office. I have already provisioned 1 phone and have had no issues. Unfortunately, when I tried to provision any of the other phones, updating the provisioning server in the web interface had no effect -- rebooting the device didn't do anything. So, I tried to update the firmware on the phones. The phone I am working on to begin with is on UC Software Version 5.2.0.8330, Updater Version 5.4.0.8782. Some of the other phones are on UC Software Version 4.1.7.1473, Updater Version 5.1.7.1409. They are all running into the same problem -- when I go to the web interface and Check for Updates at the Polycom Hosted server, I can find Version 5.9.8.5760 as the latest version. After clicking install and accepting the license, the pop-up appears and says the phone has rebooted/restarted, but nothing happens. I tried manually rebooting, but there was no change on the device. I am performing these steps after I have factory reset the device already.

[SteffenBaierUK]

Hello @hryang ,

welcome to the HP Poly community.

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 <=

Simply set up a local Server and provision the phones this way if you cannot find the root cause:

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.

Best Regards

Steffen Baier

[hryang]

Hello @SteffenBaierUK,

Thanks for the prompt response. I'm not sure I understand. I need Poly Lens to be able to upgrade the firmware?

Best, hryang

[SteffenBaierUK]

Hello @hryang 

the 1st suggested URL has troubleshooting examples how  you can change logs and try to determine how to check and read the logs.

The 2nd URL has instructions how to set up a local FTP or HTTP server and let the phone download the firmware.

Phones can also be provisioned to Poly Lens and the firmware can be updated this way.

Other volunteers are welcome to reply.

I assume the phones are out of warranty so no HP Poly Support ticket is possible.

Best regards

Steffen Baier 

[hryang]

Hello @SteffenBaierUK,

Following the troubleshooting examples from the 1st suggested URL, the logs read as follows:

001510.177|copy |3|00|Download of 'voice/software/3111-46162-001.xml' succeeded on attempt 1 (addr 1 of 4)
001510.177|copy |1|00|Success on attempt 1 of 3 addr 1 of 4
001510.198|curl |3|00|Closing connection #0
001529.077|cfg |4|00|RT|cfgReadAnyConfigFromFlash: Data length is invalid (0xffffffff bytes).
001529.077|cfg |4|00|RT|cfgReadAnyConfigFromFlash: error reading config, using defaults

Do you happen to know why I am getting the final two lines in these logs?

[SteffenBaierUK]

Hello @hryang ,

I am between a rock and a hard place here. Usually, Poly logs are not meant for untrained end users to decipher.

The last 2 lines are unrelated to your issue and the successful XML file download simply means the phone can download and present the List of Firmware you can see in the web interface.

The actual issue may simply be down to the fact the phone does not have a valid time server. Again from our FAQ:

Jan 28, 2013 Question: Time and Date flashing or unable to set NTP time correctly

Resolution: Please check => here <=

Best Regards

Steffen Baier

[hryang]

Hello @SteffenBaierUK,

I understand that it's difficult for you to help me with the Poly logs directly, and want to thank you for your help so far. I think I will go ahead and try to set up a custom server to update the software on my devices because the Polycom hosted server is not working. Hopefully that will solve the SSL handshake failure.

Thanks,

hryang

[SteffenBaierUK]

Hello @hryang 

a working time, as shared in the last FAQ, will enable the SSL exchange to work. Without this no way to verify the certificate 

best regards

steffen baier