Software Upgrade Issues

The following table describes possible solutions to issues that may occur during or after a software upgrade.

Issue

Possible Solutions

Some settings or features are not working as expected on the phone.

The phone's configuration may be incorrect or incompatible.

Check for errors on the phone by navigating to Menu > Status > Platform > Configuration. If there are messages stating Errors Found, Unknown Params, or Invalid values, correct your configuration files and restart the phone.

The phone displays a Config file error message for five seconds after it boots up.

You are using configuration files from a UC Software version earlier than the UC Software image running on the phones. Configuration parameters and values can change each release and specific parameters may or may not be included.

  • Correct the configuration files, remove the invalid parameters, and restart the phone.

See the UC Software Administrator's Guide and Release Notes for the UC Software version you have installed on the phones.

When using the Web Configuration Utility to upgrade phone software, the phone is unable to connect to the Polycom Hosted Server.

Occasionally, the phone is unable to connect to the Polycom hosted server because of the following:
  • The Polycom hosted server is temporarily unavailable.
  • There is no software upgrade information for the phone to receive.
  • The network configuration is preventing the phone from connecting to the Polycom hosted server.

Note: UC Software 4.0.0 does not support internet access for software upgrades through a web proxy.

To troubleshoot the issue:
  • Try upgrading your phone later.
  • Verify that new software is available for your phone using the Polycom UC Software Release Matrix for VVX Phones.
  • Verify that your network's configuration allows the phone to connect to http://downloads.polycom.com.
If the issue persists, try manually upgrading your phone's software.Occasionally, the phone is unable to connect to the Polycom hosted server because of the following:
  • The Polycom hosted server is temporarily unavailable.
  • There is no software upgrade information for the phone to receive.
  • The network configuration is preventing the phone from connecting to the Polycom hosted server.

Note: UC Software 4.0.0 does not support internet access for software upgrades through a web proxy.

To troubleshoot the issue:
  • Try upgrading your phone later.
  • Verify that new software is available for your phone using the Polycom UC Software Release Matrix for VVX Phones.
  • Verify that your network's configuration allows the phone to connect to http://downloads.polycom.com.

If the issue persists, try manually upgrading your phone's software.