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The Poly Phones Knowledge Base is live! We look forward to helping you with common issues and troubleshooting advice!
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‎10-17-2022 07:53 AM

HP Recommended

No matter what I select in web GUI as upgrade, they always only end up with:

 

UC Software Version 6.3.1.8427
Updater Version 6.3.1.1054

 

Initially will upgrade to 

UC Software Version 6.4.3.5156
Updater Version 6.4.3.3738

but reboot again to "upgrade"  (in fact downgrade)  to 6.3.1.8427

 

Tried with quite few, each time it is the exactly same

 

Seb

 

7 REPLIES 7

‎10-17-2022 08:01 AM

HP Recommended

Hello @spgsitsupport ,

 

Have you tried Clear Upgrade Server?

 

 

  • Log in to the web GUI of the phone that didn't upgrade the firmware.
  • Navigate to Utilities > Software upgrade.
  • Confirm if Clear Upgrade Server option is available to click.
  • If the option is available, select it and when the confirmation pop-up appears, click Continue. 
  • The phone should reboot after this. 
  • Once the phone is back try configuring the upgrade you want again.

There is a very common issue when the phone has been upgraded in the past via the web GUI. Otherwise you might need to open a support ticket to provide a backup and logs.

 

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‎10-17-2022 08:17 AM

HP Recommended

Absolutely! Done that

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‎12-09-2022 06:49 AM

HP Recommended

Anybody any more ideas?

Each & every one of the units I tried will "update" to 6.4.3.5156, then reboot & downgrade to 6.3.1.8427

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‎12-09-2022 06:49 AM

HP Recommended

Other attachment to fully shows the cycle

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‎12-09-2022 07:08 AM

HP Recommended

Hello @spgsitsupport ,

 

Welcome back to the Poly Community.

 

It is always helpful to provide more details for example the call server.

 

Assume this is our partner Microsoft and they only certified 6.3.1 and they causing the downgrade to this software. As you have not provided any details and/or backup I am just assuming this.

 

If this is not Microsoft please supply some backup and/or get this into support.

 

The best and quickest way forward is to contact our Support organization as the community is run by volunteers only.


Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

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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‎12-09-2022 07:17 AM

HP Recommended

OK, I did recycle these phones to use with Teams

I have no support with Polycom, so unlikely anybody would be talking to me

 

But your reasoning seems sound:

 

https://learn.microsoft.com/en-us/microsoftteams/sip-gateway-plan

 

https://community.poly.com/t5/Microsoft-UC-Platforms/Software-VVX-UC-Software-6-3-1-8427/td-p/111709

 

Thanks

 

Seb

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‎12-09-2022 07:32 AM

HP Recommended

Hello @spgsitsupport 

 

if used with Teams either via the 3PIP Gateway or the SIP Gateway Microsoft controls the firmware and the phone will always be at what they certified.

 

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
Was this reply helpful? Yes No
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation.
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† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.