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The Poly Phones Knowledge Base is live! We look forward to helping you with common issues and troubleshooting advice!

‎10-31-2024 03:13 PM

HP Recommended
Product: Polycom VVX411

Just purchased a batch of VVX411 to provision to Zoom.  Current software version is 5.5.2.9374 and will not update nor accept Zoom provisioning URL.  Finally I found out about Poly Lens and added the device.  Now the device shows in inventory, Poly Lens shows that an update is available (6.4.7), but the device is "offline" and unable to update.  Im lost as to what else to try.  

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5 REPLIES 5

‎10-31-2024 03:18 PM

HP Recommended

Hello @ADIMMatt ,

 

welcome to the HP Poly community.

 

I just replied to a similar issue >here<

 

If no other volunteers reply, I suggest you contact our Support organization in your region. Details are in my Signature.

 

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
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‎10-31-2024 04:07 PM

HP Recommended

Hello thanks for the tip.  I set up IIS on my laptop and dumped the firmware i downloaded from poly lens into a directory called "poly".  Then added an "all.xml" file to the web root and pointed the phone there to update.  It detected 6.4.7!  I clicked "install" then "yes" then "accept".  Then nothing.  Ideas?  Am I suppose to set the path to a specific file?

(all xml contents)

 

<PHONE_IMAGES>
<REVISION>
<PHONE_IMAGE>
<VERSION>6.4.7</VERSION>
<BUILD_ID>6.4.7.4477</BUILD_ID>
<REVISION>A</REVISION>
<PATH>http://(LAPTOP IP)/poly</PATH>
</PHONE_IMAGE>
</REVISION>
</PHONE_IMAGES>

 

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‎11-01-2024 01:46 AM

HP Recommended

Hello @ADIMMatt ,

 

the linked post has links to our FAQ and the original poster also replied. Please utilize these and/or post some logs so volunteers can try and help you.

 

If no other volunteers reply, I suggest you contact our Support organization in your region. Details are in my Signature.

 

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
Reply
Was this reply helpful? Yes No

‎11-01-2024 07:01 AM

HP Recommended

Hello @ADIMMatt 

 

I have updated the FAQ post:

 

Mar 30, 2012 Question: Can I host my own upgrade Server or download Firmware locally?
Resolution: Please check => here <=

 

I added logging details and example logs and IIS details.

 

If you still have an issue work with Zoom and/or HP Poly Support

 

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
Reply
Was this reply helpful? Yes No

‎11-01-2024 11:42 AM

HP Recommended

Just wanted to update that I moved all my files to a public HTTP location and the download finally worked.  Im now updated and provisioned to Zoom.  Must have been an issue with local IIS.  Thanks for everyone's help.

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