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‎04-26-2017 08:32 AM

HP Recommended

HI! 

A phone was updated to 5.4.6 and is sitting at 'uploading core 1 of 1'...for a very long time. 

Other phones have been updated and this one just sits there.

 

1) How do I troubleshoot where it's stuck?

2) Can I just restart and revert?

 

Thanks!

 

 

2 REPLIES 2

‎04-26-2017 08:43 AM

HP Recommended

Hello Mastercam,

welcome back to the Polycom Community.

The community's VoIP FAQ contains this post here:

Feb 16, 2016 Question:What is / are the core.tgz file on a provisioning server ?

Resolution: A core dump is uploaded by the phone if a phone crashed for some reason. Please provide these to Polycom support for further analysis.

 

You can simply reboot the phone but I suggest installing a provisioning server so you can provide these to Polycom support.

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
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‎04-26-2017 08:49 AM

HP Recommended

Thanks for the quick comments. 

I tried to unplug and plug (POE)...but it still comes back to the 'uploading' area. 

This phone went from 5.4.5 to 5.4.6 (as have the other phones). 

 

Tried again - just stuck on 'uploading'.

 

We do not have a provisioning server - we just pull the files from Polycom. 

 

-------

 

I found the reset procedure and am trying that now. 

We'll see what version it's on - and hoiw quickly I can get the phone back online. 

 

 

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