Re: CCX 500 Won't Login After Firmware Update on 4/20/2024 - HP Support Community

Rial_DC_Water · ‎06-11-2024

I know the phones are out of warranty but hope you can help me. After upgrading the firmware on 4/20/2024, about 100 of my over 500 phones showed up as offline in the TAC. Using Lens, I determined the phones got the update and were online. I tried to login to one of those phones and the login failed repeatedly. I opened a case with Microsoft who informed me that the Company Portal app was corrupt and to factory reset the phones. That did not work. I manually performed a local factory reset on one device and a remote factory reset using Lens on another. Neither would allow anyone to login after the factory reset. I hope not to have to trash 100 phones. What can be done to allow users to sign in? I have the app logs for the phone available.

Rial_DC_Water · ‎06-11-2024

Logs for an impacted device that was factory reset today:

000018.704|rdisk|*|00|Initial log entry. Current logging level 4
000018.706|rdisk|*|00|RAM disk created and mounted at "/data/polycom/rfs0"
000018.706|rdisk|*|00|RAM disk created, size: 67,108,864 bytes
000018.709|log |*|00|---------- Initial log entry ----------
000018.710|so |*|00|Phone Information
000018.710|so |*|00|Platform: Model=CCX 500, Assembly=3111-49710-001 Rev=K Region=0
000018.710|so |*|00|Platform: Variation Default Generic TeamsButton
000018.710|so |*|00|Platform: Interface eth0 MAC=64167ff087f6
000018.710|so |*|00|Platform: BootBlock=Unknown Unknown
000018.710|so |*|00|Platform: BootL1=Unknown Unknown
000018.710|so |*|00|Platform: Updater=8.1.6.1006 06-Mar-24 14:27
000018.710|so |*|00|Platform: Updater Signature=Release (00000080)
000018.749|so |*|00|Factory Certificate INSTALLED
000018.749|so |*|00|Active Slot _a
000018.749|so |*|00|Unsecure Boot, Fuse Not-programmed
000018.749|so |*|00|AVB status is Locked
000018.749|so |*|00|Application, main: Label=SIP, Version=Fuji A 8.1.6.1006 06-Mar-24 14:27
000018.749|so |*|00|Application, main: P/N=YYYY-YYYYY-YYY
000018.749|so |*|00|PoE-Type-0 is detected
000018.749|pwrsv|*|00|Initial log entry. Current logging level 4
000018.749|rdisk|*|00|RAM disk created, size: 67,108,864 bytes
000018.749|apps |*|00|Initial log entry. Current logging level 4
000018.749|bsp |*|00|Initial log entry. Current logging level 4
000018.767|tls |*|00|Initial log entry. Current logging level 4
000018.774|pmt |*|00|Initial log entry. Current logging level 4
000018.775|wdog |*|00|Initial log entry. Current logging level 4
000018.775|ethf |*|00|Initial log entry. Current logging level 4
000018.775|hw |*|00|Initial log entry. Current logging level 4
000018.775|ares |*|00|Initial log entry. Current logging level 4
000018.775|dns |*|00|Initial log entry. Current logging level 4
000018.775|cfg |*|00|Initial log entry. Current logging level 4
000018.775|lic |*|00|Initial log entry. Current logging level 4
000018.775|cfg |*|00|Prm|The current base profile is MSTeams
000018.778|appsm|*|00|Initial log entry. Current logging level 4
000018.778|apps |*|00|App MSTeams is now enabled
000018.802|dot1x|*|00|Initial log entry. Current logging level 4
000018.830|curl |*|00|Initial log entry. Current logging level 4
000018.830|utilm|*|00|Initial log entry. Current logging level 4
000018.830|copy |*|00|Initial log entry. Current logging level 4
000018.830|rtos |*|00|Initial log entry. Current logging level 4
000018.831|dasvc|*|00|Initial log entry. Current logging level 4
000018.831|pwr |*|00|Initial log entry. Current logging level 4
000018.832|res |*|00|Initial log entry. Current logging level 4
000018.832|so |*|00|Not provisioning from USB
000018.856|pwr |5|00|Powering up CAM Port 0
000019.060|cfg |*|00|RT|Network eth0 link went up
000022.232|apps |*|00|Hardware board name is 'CCX 500'
000022.239|apps |5|00|cfgParamAndroidCommTask: Unexpected command 18
000023.709|apps |4|00|PolySettings: Set Global param Settings.Global.PRIVATE_DNS_DEFAULT_MODE to opportunistic
000023.715|apps |4|00|PolySettings: Set Global param Settings.Global.HIDE_ERROR_DIALOGS to 1
000024.082|apps |5|00|PolySettings: Received AppConfigChange for Custom with empty config
000024.082|apps |*|00|---Third-Party Apps Summary (count 5)---
000024.082|apps |*|00|[Product Name]: Microsoft Teams Partner Agent
000024.082|apps |*|00|[Version Name]: 1.2.0
000024.082|apps |*|00|[Version Code]: 2024012600
000024.082|apps |*|00|[App Type ]: MSTeams
000024.082|apps |*|00|[Product Name]: Microsoft Intune Company Portal
000024.082|apps |*|00|[Version Name]: 5.0.5484.0
000024.082|apps |*|00|[Version Code]: 5321940
000024.082|apps |*|00|[App Type ]: MSTeams
000024.082|apps |*|00|[Product Name]: polycom.home.spipgui
000024.082|apps |*|00|[Version Name]: 1.0
000024.082|apps |*|00|[Version Code]: 1
000024.082|apps |*|00|[App Type ]: UCS
000024.082|apps |*|00|[Product Name]: Microsoft Teams Admin Agent
000024.082|apps |*|00|[Version Name]: 1.0.0.202310260109.product
000024.082|apps |*|00|[Version Code]: 503
000024.082|apps |*|00|[App Type ]: MSTeams
000024.082|apps |*|00|[Product Name]: Microsoft Teams App
000024.082|apps |*|00|[Version Name]: 1449/1.0.94.2024011003
000024.082|apps |*|00|[Version Code]: 2024010031
000024.082|apps |*|00|[App Type ]: MSTeams
000024.084|apps |5|00|PolySettings: Received AppConfigChange for Zoom Phone with empty config
000024.085|apps |5|00|PolySettings: Received AppConfigChange for RingCentral with empty config
000024.086|apps |5|00|PolySettings: Received AppConfigChange for 8x8 Work with empty config
000024.087|apps |5|00|PolySettings: Received AppConfigChange for Dialpad with empty config
000030.385|apps |5|00|cfgParamAndroidCommTask: Unexpected frontmost app com.google.android.gms, ignoring
000031.040|dhcpc|*|00|Initial log entry. Current logging level 4
000031.163|apps |5|00|cfgParamAndroidCommTask: Unexpected frontmost app com.google.android.gms, ignoring
000032.104|cfg |*|00|RT|cfgRtTask: Not processing update received for same vlan 1201 on eth0
000032.421|cfg |*|00|RT| Phone IP address is 10.136.194.52.
000032.421|cfg |*|00|RT| Subnet mask is 255.255.255.0.
000032.421|cfg |*|00|RT| Gateway address is 10.136.194.1.
000032.423|cfg |*|00|RT| DNS server is 10.129.2.179.
000032.423|cfg |*|00|RT| DNS alternate server is 10.129.2.180.
000032.423|cfg |*|00|RT| DNS domain is dcwasa.com.
000032.423|cfg |*|00|RT| Time server is 10.129.2.179.
000032.423|cfg |*|00|RT| GMT offset is -18000 seconds.
000032.423|dns |*|00|DNS resolver servers are '10.129.2.179' '10.129.2.180'
000032.423|dns |*|00|DNS resolver search domain is 'dcwasa.com'
000032.423|cfg |4|00|RT|Fails to write to /etc/resolv.conf
000032.437|cfg |*|00|RT|Primary IP: 10.136.194.52 subnet mask 255.255.255.0
000032.936|dhcpc|4|00|dhcLeaseMgr: Failed to set IPv6 router
000033.458|so |*|00|SCEP feature is disabled.
000033.550|cfg |*|00|Prov|Starting to provision
000033.551|copy |4|00|[resolveProxies] Failed to execute service request. Indication code '-1'
000034.094|cfg |4|00|Prov|Could not recover saved LD header
000034.094|cfg |4|00|Prov|Could not recover saved LD image
000034.104|cfg |*|00|Prov|Starting to update CCX500/8.1.6/1006/3111-49710-001.sip.ld
000034.105|copy |4|00|[resolveProxies] Failed to execute service request. Indication code '-1'
000034.251|copy |4|00|[resolveProxies] Failed to execute service request. Indication code '-1'
000034.340|copy |4|00|[resolveProxies] Failed to execute service request. Indication code '-1'
000034.433|copy |*|00|Server 't21303.deviceprovisioning.dm.lens.poly.com' said 'confdata/eyJTRVJJQUxfTlVNQkVSIjoiNjQxNjdmZjA4N2Y2IiwiVEVOQU5UX0lEIjoidDIxMzAzIiwiUkVTT1VSQ0VfVFlQRSI6Im92ZXJyaWRlc1Byb2ZpbGUifQ==/64167ff087f6-phone.cfg' is not present
000034.433|cfg |4|00|Prov|cfgProvStatusSet: error code '22' respCode '404' desc '/confdata/eyJTRVJJQUxfTlVNQkVSIjoiNjQxNjdmZjA4N2Y2IiwiVEVOQU5UX0lEIjoidDIxMzAzIiwiUkVTT1VSQ0VfVFlQRSI6Im92ZXJyaWRlc1Byb2ZpbGUifQ==/64167ff087f6-phone.cfg'
000034.433|cfg |4|00|Prov|File transfer failed due to curl error code:22 and respCode:404
000034.434|copy |4|00|[resolveProxies] Failed to execute service request. Indication code '-1'
000034.847|copy |*|00|Server 't21303.deviceprovisioning.dm.lens.poly.com' said 'confdata/eyJTRVJJQUxfTlVNQkVSIjoiNjQxNjdmZjA4N2Y2IiwiVEVOQU5UX0lEIjoidDIxMzAzIiwiUkVTT1VSQ0VfVFlQRSI6Im92ZXJyaWRlc1Byb2ZpbGUifQ==/64167ff087f6-web.cfg' is not present
000034.848|cfg |4|00|Prov|cfgProvStatusSet: error code '22' respCode '404' desc '/confdata/eyJTRVJJQUxfTlVNQkVSIjoiNjQxNjdmZjA4N2Y2IiwiVEVOQU5UX0lEIjoidDIxMzAzIiwiUkVTT1VSQ0VfVFlQRSI6Im92ZXJyaWRlc1Byb2ZpbGUifQ==/64167ff087f6-web.cfg'
000034.848|cfg |4|00|Prov|File transfer failed due to curl error code:22 and respCode:404
000034.849|copy |4|00|[resolveProxies] Failed to execute service request. Indication code '-1'
000035.258|copy |*|00|Server 't21303.deviceprovisioning.dm.lens.poly.com' said 'confdata/eyJTRVJJQUxfTlVNQkVSIjoiNjQxNjdmZjA4N2Y2IiwiVEVOQU5UX0lEIjoidDIxMzAzIiwiUkVTT1VSQ0VfVFlQRSI6ImxpY2Vuc2UifQ==/000000000000-license.cfg' is not present
000035.259|copy |4|00|[resolveProxies] Failed to execute service request. Indication code '-1'
000035.674|copy |*|00|Server 't21303.deviceprovisioning.dm.lens.poly.com' said 'confdata/eyJTRVJJQUxfTlVNQkVSIjoiNjQxNjdmZjA4N2Y2IiwiVEVOQU5UX0lEIjoidDIxMzAzIiwiUkVTT1VSQ0VfVFlQRSI6ImxpY2Vuc2UifQ==/64167ff087f6-license.cfg' is not present
000035.684|cfg |*|00|Prov|Setting device parameters from configuration files.
000035.685|cfg |4|00|RT|Failed to update SerialConfig
000035.693|cfg |*|00|Prov|Finished updating configuration
000035.694|apps |*|00|Installation complete, 0 apps updated
000035.694|sec |*|00|Initial log entry. Current logging level 4
000035.694|so |*|00|Configuration files: 64167ff087f6-provisioning.cfg
000035.694|so |*|00|Configuration file "64167ff087f6-provisioning.cfg" SHA1 digest: 8e6c806aca79b9b8b7d1de1c86e69f7237269151
000035.702|rtos |4|00|Error:: Trying to add egress command with priority #2 for interface eth0 errno 65 Package not installed
000035.702|rtos |4|00|Error in setting vlan priority in rtosTag8021QGlobalNotify
000035.703|log |*|00|Log render level set to 1
000035.714|drvc |*|00|Initial log entry. Current logging level 4
000035.714|srtp |*|00|Initial log entry. Current logging level 4
000035.733|httpa|*|00|Initial log entry. Current logging level 4
000035.733|lldp |*|00|Initial log entry. Current logging level 4
000035.733|cdp |*|00|Initial log entry. Current logging level 4
000035.734|pcd |*|00|Initial log entry. Current logging level 4
000035.734|ssps |*|00|Initial log entry. Current logging level 4
000035.734|dbuf |*|00|Initial log entry. Current logging level 4
000035.734|audjb|*|00|Initial log entry. Current logging level 4
000035.734|ips |*|00|Initial log entry. Current logging level 4
000035.734|ssps |*|00|Using HostServices Label=HostServices Proline ARMA9, Version=1.1.0.0019 18-Jun-2019 16:06
000035.754|ssps |*|00|Downloaded DSP successfully using default image.
000035.754|so |*|00|System Info Reports:
000035.754|so |*|00| Cpu is ARMv8 Processor rev 4 (v8l), ID: unknown, running at 1800MHz.
000035.754|so |*|00| Board is identified as PolyCCX-CCX_500.
000035.754|so |*|00| DRAM_SIZE: 1984 MB
000035.754|so |*|00| Flash detected is 15
000035.754|key |*|00|Initial log entry. Current logging level 4
000035.755|httpd|*|00|Initial log entry. Current logging level 4
000035.755|poll |*|00|Initial log entry. Current logging level 4
000035.755|push |*|00|Initial log entry. Current logging level 4
000035.756|poll |*|00|Initial log entry. Current logging level 4
000035.756|poll |*|00|Initial log entry. Current logging level 4
000035.756|rest |*|00|Initial log entry. Current logging level 4
000035.756|poll |*|00|Initial log entry. Current logging level 4
000035.756|poll |*|00|Initial log entry. Current logging level 4
000035.756|poll |*|00|Initial log entry. Current logging level 4
000035.756|ht |*|00|Initial log entry. Current logging level 4
000035.756|ht |*|00|HTTP test automation is initialized.
000035.757|ice |*|00|Initial log entry. Current logging level 4
000035.758|afe |*|00|Initial log entry. Current logging level 6
000035.759|pps |*|00|Initial log entry. Current logging level 4
000035.759|sip |*|00|Initial log entry. Current logging level 4
000035.759|sipt |*|00|Initial log entry. Current logging level 4
000035.759|sipp |*|00|Initial log entry. Current logging level 4
000035.759|ptt |*|00|Initial log entry. Current logging level 4
000035.760|xmpp |*|00|Initial log entry. Current logging level 4
000035.760|btoe |*|00|Initial log entry. Current logging level 4
000035.760|btpps|*|00|Initial log entry. Current logging level 4
000035.760|usbpp|*|00|Initial log entry. Current logging level 4
000035.761|teams|*|00|Initial log entry. Current logging level 4
000035.761|ppsap|*|00|Initial log entry. Current logging level 4
000035.761|ws |*|00|Initial log entry. Current logging level 4
000035.874|ssps |*|00|Application, comp. 1: Label=PolyDSP Proline ARMA9, Version=11.1.1.1026 23-OCT-2023 13:06
000035.874|ssps |*|00|Application, comp. 1: P/N=3150-11580-1111.
000035.926|mcu |*|00|Initial log entry. Current logging level 4
000035.926|pkt |*|00|Initial log entry. Current logging level 4
000035.926|fur |*|00|Initial log entry. Current logging level 4
000035.926|vsr |*|00|Initial log entry. Current logging level 4
000035.926|statn|*|00|Initial log entry. Current logging level 4
000035.926|statc|*|00|Initial log entry. Current logging level 4
000036.054|ssps |*|00|DSP Log: RPSetDRCNseGate: DRC_SetNoiseGate Handset Tx DRC NG enable
000036.054|ssps |*|00|DSP Log: utilIPSInit: Ping address: 0xe7a03640
000036.054|ssps |*|00|DSP Log: utilIPSInit: Pong address: 0xe7a16240
000036.187|ssps |*|00|DSP Log: RPSetDRCNseGate: DRC_SetNoiseGate Hands Free Rx DRC NG enabled
000036.187|ssps |*|00|DSP Log: RPSetDRCNseGate: DRC_SetNoiseGate Hands Free Tx DRC NG enabled
000036.207|ssps |*|00|DSP Log: RPSetDRCNseGate: DRC_SetNoiseGate Hands Free Tx DRC NG enabled
000036.342|so |*|00|Using TCP IP media port, configured initial RTP port 50000
000036.342|so |*|00|Open SIP RTP media port range for audio: 50000 to 50047
000036.342|so |*|00|Open SIP RTP media port range for video: 0 to 0
000036.342|so |*|00|Open SIP RTP media port range for content: 0 to 0
000036.342|so |*|00|Open SIP BFCP port range: 0 to 0
000036.342|so |*|00|Lync RTP media port range for audio: 5350 to 5389
000036.342|so |*|00|Lync RTP media port range for video: 0 to 0
000036.342|so |*|00|Lync RTP media port range for content: 0 to 0
000036.346|so |*|00|Using TCP IP media port, configured initial RTP port 50000
000036.346|so |*|00|Open SIP RTP media port range for audio: 50000 to 50047
000036.346|so |*|00|Open SIP RTP media port range for video: 0 to 0
000036.346|so |*|00|Open SIP RTP media port range for content: 0 to 0
000036.346|so |*|00|Open SIP BFCP port range: 0 to 0
000036.346|so |*|00|Lync RTP media port range for audio: 5350 to 5389
000036.346|so |*|00|Lync RTP media port range for video: 0 to 0
000036.346|so |*|00|Lync RTP media port range for content: 0 to 0
000036.348|so |*|00|Enabled voice quality monitoring for (Session) (Periodic)
000036.349|usb |*|00|Initial log entry. Current logging level 4
000036.350|gbloc|*|00|Initial log entry. Current logging level 4
000036.350|app1 |*|00|Initial log entry. Current logging level 4
000036.357|pps |5|00|CSTA CallConference flag is enabled setting to sip stack
000036.382|ldap |*|00|Initial log entry. Current logging level 4
000036.383|bluet|*|00|Initial log entry. Current logging level 4
000036.383|btapp|*|00|Initial log entry. Current logging level 4
000036.413|efk |*|00|Initial log entry. Current logging level 4
000036.413|app1 |4|00|[AppUiC::initStaticallyConfiguredEfkSoftkeys] Failed to add cc-disposition-code efk prompt.
000036.413|app1 |4|00|[AppUiC::initStaticallyConfiguredEfkSoftkeys] Failed to add emergency-escalation efk prompt.
000036.413|app1 |4|00|[AppUiC::initStaticallyConfiguredEfkSoftkeys] Failed to add customer-originated-trace efk prompt.
000036.423|slog |*|00|Initial log entry. Current logging level 3
000036.423|cmp |*|00|Initial log entry. Current logging level 4
000036.424|wmgr |*|00|Initial log entry. Current logging level 4
000036.454|loc |*|00|Initial log entry. Current logging level 4
000036.455|nisvc|*|00|Initial log entry. Current logging level 4
000036.455|proxy|*|00|Initial log entry. Current logging level 4
000036.530|auth |*|00|Initial log entry. Current logging level 4
000036.562|dpair|*|00|Initial log entry. Current logging level 4
000036.563|wad |*|00|Initial log entry. Current logging level 4
000036.563|rssvc|*|00|Initial log entry. Current logging level 4
000036.574|moh |*|00|Initial log entry. Current logging level 4
000036.647|so |4|00|cfgParamTimerCallBack: Restarting timer to delay posting of parameter change
000036.650|app1 |4|00|AppHybridC::procLclMsg() - Starting Browser After App Initialization
000036.650|pcc |*|00|Initial log entry. Current logging level 4
000036.654|pcc |*|00|Initial log entry. Current logging level 4
000036.656|cfg |5|00|Prm|Array parameter reg.x.outboundProxy.address index 29 is out of range
000036.658|app1 |4|00|Corporate directory is not Enabled.
0611103707|drvbt|*|00|Initial log entry. Current logging level 4
0611103707|apps |*|00|Finalizing installation after processing 0 of 0 apps
0611103707|apps |*|00|---Third-Party Apps Summary (count 5)---
0611103707|apps |*|00|[Product Name]: Microsoft Teams Partner Agent
0611103707|apps |*|00|[Version Name]: 1.2.0
0611103707|apps |*|00|[Version Code]: 2024012600
0611103707|apps |*|00|[App Type ]: MSTeams
0611103707|apps |*|00|[Product Name]: Microsoft Intune Company Portal
0611103707|apps |*|00|[Version Name]: 5.0.5484.0
0611103707|apps |*|00|[Version Code]: 5321940
0611103707|apps |*|00|[App Type ]: MSTeams
0611103707|apps |*|00|[Product Name]: polycom.home.spipgui
0611103707|apps |*|00|[Version Name]: 1.0
0611103707|apps |*|00|[Version Code]: 1
0611103707|apps |*|00|[App Type ]: UCS
0611103707|apps |*|00|[Product Name]: Microsoft Teams Admin Agent
0611103707|apps |*|00|[Version Name]: 1.0.0.202310260109.product
0611103707|apps |*|00|[Version Code]: 503
0611103707|apps |*|00|[App Type ]: MSTeams
0611103707|apps |*|00|[Product Name]: Microsoft Teams App
0611103707|apps |*|00|[Version Name]: 1449/1.0.94.2024011003
0611103707|apps |*|00|[Version Code]: 2024010031
0611103707|apps |*|00|[App Type ]: MSTeams
0611103707|cfg |*|00|RT| DNS server is 10.129.2.179.
0611103707|cfg |*|00|RT| DNS alternate server is 10.129.2.180.
0611103707|cfg |*|00|RT| DNS domain is dcwasa.com.
0611103707|cfg |*|00|RT| Time server is 10.129.2.179.
0611103707|cfg |*|00|RT| GMT offset is -18000 seconds.
0611103707|cfg |*|00|Prov|Starting to provision
0611103708|cfg |*|00|Core|Uploading 1 core files
0611103708|cfg |*|00|Core|Found core file 64167ff087f6-8.1.6.1006-CCX500-core.tUtilWDog.6.1718116272.gz, uploading to the server
0611103709|cfg |4|00|Core|Encrypting core file '/data/polycom/rfs0/64167ff087f6-8.1.6.1006-CCX500-core.tUtilWDog.6.1718116272.gz.tar.gz' feof
0611103710|app1 |4|00|AppHybridC::procLclMsg() - Starting Browser After App Initialization
0611103710|cfg |4|00|Prov|CfgDhcpInformControl::ExtractOptions: DHCP ACK message failed initial validation. Skipping parsing of DHCP options.
0611103710|cfg |4|00|Prov|CfgDhcpInformControl::ExtractOptions: DHCP ACK message failed initial validation. Skipping parsing of DHCP options.
0611103711|pcc |*|00|Orion-Connector version = UA 1.0.24
0611103714|cfg |4|00|Prov|CfgDhcpInformControl::ExtractOptions: DHCP ACK message failed initial validation. Skipping parsing of DHCP options.
0611103714|cfg |4|00|Prov|CfgDhcpInformControl::ExtractOptions: DHCP ACK message failed initial validation. Skipping parsing of DHCP options.
0611103716|cfg |*|00|Prov|Starting to update CCX500/8.1.6/1006/3111-49710-001.sip.ld
0611103716|cfg |4|00|Core|Problem uploading core file ("/data/polycom/rfs0/enc1.64167ff087f6-8.1.6.1006-CCX500-core.tUtilWDog.6.1718116272.gz.tar.gz", "/eplog/eyJTRVJJQUxfTlVNQkVSIjoiNjQxNjdmZjA4N2Y2IiwiVEVOQU5UX0lEIjoidDIxMzAzIiwiUkVTT1VSQ0VfVFlQRSI6ImNvcmVmaWxlIn0=/enc1.64167ff087f6-8.1.6.1006-CCX500-core.tUtilWDog.6.1718116272.gz.tar.gz") to the server, result=-1
0611103716|cfg |*|00|Core|cfgProvCoreFileUploadHelper: bProvServer:1 bSfBLogServer:0 bDaServer:1 tarredFile:/data/polycom/rfs0/enc1.64167ff087f6-8.1.6.1006-CCX500-core.tUtilWDog.6.1718116272.gz.tar.gz encFile:/data/polycom/rfs0/enc1.64167ff087f6-8.1.6.1006-CCX500-core.tUtilWDog.6.1718116272.gz.tar.gz fromRequest:0 result -1
0611103716|cfg |*|00|Core|1 core/panic file(s) found, 0 uploaded to the server, 1 total
0611103716|copy |*|00|Server 't21303.deviceprovisioning.dm.lens.poly.com' said 'confdata/eyJTRVJJQUxfTlVNQkVSIjoiNjQxNjdmZjA4N2Y2IiwiVEVOQU5UX0lEIjoidDIxMzAzIiwiUkVTT1VSQ0VfVFlQRSI6Im92ZXJyaWRlc1Byb2ZpbGUifQ==/64167ff087f6-phone.cfg' is not present
0611103716|cfg |4|00|Prov|cfgProvStatusSet: error code '22' respCode '404' desc '/confdata/eyJTRVJJQUxfTlVNQkVSIjoiNjQxNjdmZjA4N2Y2IiwiVEVOQU5UX0lEIjoidDIxMzAzIiwiUkVTT1VSQ0VfVFlQRSI6Im92ZXJyaWRlc1Byb2ZpbGUifQ==/64167ff087f6-phone.cfg'
0611103716|cfg |4|00|Prov|File transfer failed due to curl error code:22 and respCode:404
0611103716|cfg |4|00|Prov|provStatusCbSynced CfgProvTransferringFileResult_CurlError: error code '22' respCode '404' desc '/confdata/eyJTRVJJQUxfTlVNQkVSIjoiNjQxNjdmZjA4N2Y2IiwiVEVOQU5UX0lEIjoidDIxMzAzIiwiUkVTT1VSQ0VfVFlQRSI6Im92ZXJyaWRlc1Byb2ZpbGUifQ==/64167ff087f6-phone.cfg' provErrorPopupDisplayed 'F'
0611103717|copy |*|00|Server 't21303.deviceprovisioning.dm.lens.poly.com' said 'confdata/eyJTRVJJQUxfTlVNQkVSIjoiNjQxNjdmZjA4N2Y2IiwiVEVOQU5UX0lEIjoidDIxMzAzIiwiUkVTT1VSQ0VfVFlQRSI6Im92ZXJyaWRlc1Byb2ZpbGUifQ==/64167ff087f6-web.cfg' is not present
0611103717|cfg |4|00|Prov|cfgProvStatusSet: error code '22' respCode '404' desc '/confdata/eyJTRVJJQUxfTlVNQkVSIjoiNjQxNjdmZjA4N2Y2IiwiVEVOQU5UX0lEIjoidDIxMzAzIiwiUkVTT1VSQ0VfVFlQRSI6Im92ZXJyaWRlc1Byb2ZpbGUifQ==/64167ff087f6-web.cfg'
0611103717|cfg |4|00|Prov|File transfer failed due to curl error code:22 and respCode:404
0611103717|cfg |4|00|Prov|provStatusCbSynced CfgProvTransferringFileResult_CurlError: error code '22' respCode '404' desc '/confdata/eyJTRVJJQUxfTlVNQkVSIjoiNjQxNjdmZjA4N2Y2IiwiVEVOQU5UX0lEIjoidDIxMzAzIiwiUkVTT1VSQ0VfVFlQRSI6Im92ZXJyaWRlc1Byb2ZpbGUifQ==/64167ff087f6-web.cfg' provErrorPopupDisplayed 'F'
0611103717|copy |*|00|Server 't21303.deviceprovisioning.dm.lens.poly.com' said 'confdata/eyJTRVJJQUxfTlVNQkVSIjoiNjQxNjdmZjA4N2Y2IiwiVEVOQU5UX0lEIjoidDIxMzAzIiwiUkVTT1VSQ0VfVFlQRSI6ImxpY2Vuc2UifQ==/000000000000-license.cfg' is not present
0611103717|copy |*|00|Server 't21303.deviceprovisioning.dm.lens.poly.com' said 'confdata/eyJTRVJJQUxfTlVNQkVSIjoiNjQxNjdmZjA4N2Y2IiwiVEVOQU5UX0lEIjoidDIxMzAzIiwiUkVTT1VSQ0VfVFlQRSI6ImxpY2Vuc2UifQ==/64167ff087f6-license.cfg' is not present
0611103717|cfg |*|00|Prov|Setting device parameters from configuration files.
0611103717|cfg |4|00|RT|Failed to update SerialConfig
0611103717|app1 |4|00|Finishing provisioning where we used to be updating/upgrading=(1, 0)
0611103717|cfg |*|00|Prov|Finished updating configuration
0611103717|apps |*|00|Installation complete, 0 apps updated
0611103719|apps |*|00|Finalizing installation after processing 0 of 0 apps
0611103719|apps |*|00|---Third-Party Apps Summary (count 5)---
0611103719|apps |*|00|[Product Name]: Microsoft Teams Partner Agent
0611103719|apps |*|00|[Version Name]: 1.2.0
0611103719|apps |*|00|[Version Code]: 2024012600
0611103719|apps |*|00|[App Type ]: MSTeams
0611103719|apps |*|00|[Product Name]: Microsoft Intune Company Portal
0611103719|apps |*|00|[Version Name]: 5.0.5484.0
0611103719|apps |*|00|[Version Code]: 5321940
0611103719|apps |*|00|[App Type ]: MSTeams
0611103719|apps |*|00|[Product Name]: polycom.home.spipgui
0611103719|apps |*|00|[Version Name]: 1.0
0611103719|apps |*|00|[Version Code]: 1
0611103719|apps |*|00|[App Type ]: UCS
0611103719|apps |*|00|[Product Name]: Microsoft Teams Admin Agent
0611103719|apps |*|00|[Version Name]: 1.0.0.202310260109.product
0611103719|apps |*|00|[Version Code]: 503
0611103719|apps |*|00|[App Type ]: MSTeams
0611103719|apps |*|00|[Product Name]: Microsoft Teams App
0611103719|apps |*|00|[Version Name]: 1449/1.0.94.2024011003
0611103719|apps |*|00|[Version Code]: 2024010031
0611103719|apps |*|00|[App Type ]: MSTeams

SteffenBaierUK · ‎06-11-2024

Hello @Rial_DC_Water ,

welcome to the HP Poly community.

Your post was placed in a section unsuitable for your question and I have moved it in my role as a community volunteer. It was moved to a section that is more suitable for you or has a specific dedicated section. There is no action required from your end.

What error do you see and what has the 04/20 date to do with the issue? The mentioned date is nearly 2 months ago.

We recently released Poly PVOS Software 9.0.0 which is not Microsoft Teams certified. Your logs show 8.1.6 which I believe is a specific downgrade build if the phone was accidentally upgraded to the non-Microsoft Version PVOS 9.0.0

I suggest you check the software working for the other 400 phones and install the same software (most likely PVOS 8.1.5) on the phones.

The next step would be posting some screenshots or error messages of the problem you see and/or working with our Partner Microsoft as it is their software running on the Poly Phones and their Platform you are trying to sign in and they can comment on what is stopping this when running a supported software from their end.

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

Rial_DC_Water · ‎06-11-2024

@SteffenBaierUK - I appreciate the response. After trying to sign in using the web login microsoft.com/devicelogin, it appears the login process completes but the phone comes back with refresh code. The firmware update was done on 4/20. Most of my users use a headset and many are still working from home. We only use MSFT certified firmware. 8.1.6.1606 is the most recent version and is installed on all my phones. I guess I need to reopen my ticket with MSFT who told me to contact HP/Poly. I hate when vendors point the finger at each other and the customer is stuck in the crossfire!

SteffenBaierUK · ‎06-11-2024

Hello @Rial_DC_Water

PVOS 8.1.6 is the latest and correct firmware.PVOS 8.1.5 is the downgrade in case you would have upgraded to PVOS 9.0.0

Only Microsoft can troubleshoot their application (Teams) and their Platform (Teams)

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

CCX 500 Won't Login After Firmware Update on 4/20/2024

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