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Polycomp CX700 Update to 4.0.7577 Issues

    Question

  • Hi All

    I have strange problem, I have been pulling my hair in the last few weeks. We have a couple of Polycom CX700 devices in the environment. They are all working fine with no issues. I decided to use CX700 myself so i took a new device never used before. However the problem I am seeing now is that, the device came with version 1.0.522.103. The device was updated on OCS Pool to version 3.5.6907.9. However updating the device to version 4.0.7577.4100 is proving difficult. The device is showing error 0x2/0x0. Which probably translates to file/path not found

    The relevant DNS entries for UCUPDATES and UCUPDATES-R2 are in place and are poinitng to Lync FE pool(Hardware Loadbalancer).  Analysis of the logs revealed that the device is requesting the  entries shown below in the FE Logs

    2012-07-20 08:09:31 x.x.x.100 POST /RequestHandler/ucdevice.upx - 443 - x.x.x.65 Microsoft+UCPhone+Device 200 0 0 205
    2012-07-20 08:11:25 x.x.x.100 GET /RequestHandler/Files/UCPhone/Polycom/CX700/A/ENU/4.0.7577.4100/CPE/CPE.nbt - 80 - x.x.x.65 Microsoft+UCPhone+Device 200 0 0 113495
    2012-07-20 08:11:25 x.x.x.100 GET /RequestHandler/Files/UCPhone/Polycom/CX700/A/ENU/4.0.7577.4100/CPE/CPE.cat - 80 - x.x.x.65 Microsoft+UCPhone+Device 200 0 0 200

    In the audit log, I can see the corresponding entry which shows that the device did request the file.

    I tested the download URL and can confirm that it is working.The downloaded file is 16.1Mb. Using Wireshark, I can see that the file is downloaded to the device.

    What am I missing, I have read Jeff Schertz blog and several other articles which seem not make difference.


    Regards Herbert Zimbizi


    Friday, July 20, 2012 10:26 AM

Answers

  • Considering how many people are struggling with this OCS to Lync 2010 CU6 update on the CX700 phones I think there is an issue with the package.  The phone logs show some errors once the files are downloaded

    Yet other phones like the CX600 update fine.

    • Proposed as answer by Kent-Huang Wednesday, August 1, 2012 2:01 AM
    • Marked as answer by Kent-Huang Friday, August 3, 2012 6:50 AM
    Wednesday, July 25, 2012 4:47 PM
  • I got the same issue with latest phone update on both LG Nortel 8540 and Polycom CX700. After trying some solutions I gave up and simply rolled back phone software to version 4.0.7577.4047 and phone updated from version 3.5 and even from version 1.0 nicely without any problem. So I agree there is some issue with June update for these phones. Once you update to this version it should also update to latest version I believe, I will try later on, first I need to update several phones from 3.5 (OCS 2007 R2) to Lync and I don't want to switch back and forth.

    • Proposed as answer by lync15 Friday, August 3, 2012 1:15 AM
    • Marked as answer by Kent-Huang Friday, August 3, 2012 6:50 AM
    Friday, August 3, 2012 1:15 AM
  • An issue has been idienitifed with the CU6 package for the Tanjay devices (CX700, LG-Nortel IP8540) which will prevent a device running any version earlier than 4.x from updating directly to 4.0.7577.4100.

    So for any Tanjay devices on 3.5 (or even older 1.x) firmware they must first by upgraded to any other previous Lync firmware (4.0.7577.0 through .4066, aka RTM through CU5), then they can be updated to CU6.  The CU6 .4100 package was signed with a certificate format that versions earlier than Lync RTM cannot validate.

    Microsoft will be releasing a TechNet article explaining this in more detail, as well as a link to the CU5 software for anyone who did not download it prior to the CU6 release.

    I would recommend unapproving the CU6 (.4100) firmware in the Lync Control Panel for all Tanjay devices and rolling back to a previous update.  Only once every device is upgraded past 3.5 then would it be safe to approve the CU6 version.


    Jeff Schertz | Microsoft Solutions Architect - Polycom | Lync MVP

    Saturday, August 4, 2012 10:59 AM
    Moderator

All replies

  • Hi,

    Please try to check if TCP port 80 is open to Lync Front End servers or Pool VIP.


    Regards,

    Kent Huang

    TechNet Community Support

    ************************************************************************************************************************

    Please remember to click “Mark as Answer” on the post that helps you, and to click “Unmark as Answer” if a marked post does not actually answer your question.


    • Edited by Kent-Huang Monday, July 23, 2012 9:20 AM
    Monday, July 23, 2012 9:20 AM
  • Considering how many people are struggling with this OCS to Lync 2010 CU6 update on the CX700 phones I think there is an issue with the package.  The phone logs show some errors once the files are downloaded

    Yet other phones like the CX600 update fine.

    • Proposed as answer by Kent-Huang Wednesday, August 1, 2012 2:01 AM
    • Marked as answer by Kent-Huang Friday, August 3, 2012 6:50 AM
    Wednesday, July 25, 2012 4:47 PM
  • port 80 is open on all servers, besides i have not seen anyone have that error before

    Regards Herbert Zimbizi

    Monday, July 30, 2012 9:45 AM
  • I got the same issue with latest phone update on both LG Nortel 8540 and Polycom CX700. After trying some solutions I gave up and simply rolled back phone software to version 4.0.7577.4047 and phone updated from version 3.5 and even from version 1.0 nicely without any problem. So I agree there is some issue with June update for these phones. Once you update to this version it should also update to latest version I believe, I will try later on, first I need to update several phones from 3.5 (OCS 2007 R2) to Lync and I don't want to switch back and forth.

    • Proposed as answer by lync15 Friday, August 3, 2012 1:15 AM
    • Marked as answer by Kent-Huang Friday, August 3, 2012 6:50 AM
    Friday, August 3, 2012 1:15 AM
  • An issue has been idienitifed with the CU6 package for the Tanjay devices (CX700, LG-Nortel IP8540) which will prevent a device running any version earlier than 4.x from updating directly to 4.0.7577.4100.

    So for any Tanjay devices on 3.5 (or even older 1.x) firmware they must first by upgraded to any other previous Lync firmware (4.0.7577.0 through .4066, aka RTM through CU5), then they can be updated to CU6.  The CU6 .4100 package was signed with a certificate format that versions earlier than Lync RTM cannot validate.

    Microsoft will be releasing a TechNet article explaining this in more detail, as well as a link to the CU5 software for anyone who did not download it prior to the CU6 release.

    I would recommend unapproving the CU6 (.4100) firmware in the Lync Control Panel for all Tanjay devices and rolling back to a previous update.  Only once every device is upgraded past 3.5 then would it be safe to approve the CU6 version.


    Jeff Schertz | Microsoft Solutions Architect - Polycom | Lync MVP

    Saturday, August 4, 2012 10:59 AM
    Moderator
  • Thanks for the heads up Jeff.  Any idea when this will be available?  Or if there is another way to get CU5?
    Tuesday, August 7, 2012 7:41 PM
  • ETA? We have already contact microsoft support about this, and all we've gotten is a support rep stating "we'll see if we can dig that up for you" which is very disconcerting.

    We've already spent 50+hours working on this issue until i saw the original post on saturday acknowledging the issue, and now all we need here is Anything from .107-.4066 to finish this project involving many many cx700 phone.

    Is there no way you can just upload and link one here?

    Tuesday, August 7, 2012 11:56 PM
  • I am also waiting on this and know of quite a few people on other forums waiting as well ETA?
    Monday, August 13, 2012 1:14 PM
  • Are you waiting for the fix or you are waiting for workaround? Please clarify.

    FIX: maybe CU7 if Microsoft even still have these phones around to test update from 1.0/3.5 directly to 4.0

    Workaround: just deploy CU5 and enjoy life for now. If ALL phones are updated to CU5 you can approve CU6

    Thanks!

    Monday, August 13, 2012 1:16 PM
  • I am needing a link to CU5
    Monday, August 13, 2012 1:24 PM
  • Here you go: http://support.microsoft.com/kb/2670373

    In the future you can use Google (or BING :-) to find it. Just type CX700 CU5 and you will get it :-)

    Just deploy and approve this update for all phones and any phone with version 1.0 or 3.5 will update nicely.

    I just updated phone with Beta version 1.0 of OCS (pre-R1) the one that shows Windows CE and it still works!

    I agree this is a little pain but hey these phones are now 5 years old - time to move forward with new phones.

    New Lync phones are much better - they have Gigabit ports and display photo of the person who is calling you.

    Although I still like a charm of CX700 this is why I keep both on my desk - HP 4120 and CX-700 :-)

    Thanks!


    • Edited by lync15 Monday, August 13, 2012 1:31 PM
    Monday, August 13, 2012 1:31 PM
  • If you've already approved CU6 for the Tanjay devices you still should be able to just unapprove the .4100 version and roll back to a previous version.

    I doubt their will be any change to address this in CU7 as it's not a bug, but an unintended outcome of changing the firmware package's signing certificate hash to a newer, more secure format.  I would make the assumption that going forward all Tanjay devices still on 3.5.x would require a two-hop upgrade.

    Also, although these are older devices they are still optimized for Lync and still sold today.  The issue is that there are still purchases of these devices for many existing OCS deployments and there is no supported downgrade path to go from 4.0 back to 3.5 firmware.  Thus these devices need to be shipped out of the factory running 3.5 so they can be used in either OCS or Lync deployments.


    Jeff Schertz | Microsoft Solutions Architect - Polycom | Lync MVP



    Monday, August 13, 2012 1:33 PM
    Moderator
  • Yeah, it looks like SSL certificate that was used to sign code for Policom CX700 is about to expire on August 25 so Microsoft had to replace issuing certificate with newer one that might be not trusted by old phones:

    I agree that this issue might be now permanent and anybody who still need to upgrade older 1.0/3.5 phones to Lync will have to perform 2-step process. For now CU5 version can be the best choice but down the road who knows.

    Jeff, any word on Lync 2013 phones yet? What's cooking in secret Polycom Labs? I think if Policom will come up with new phone (how about CX800/900 for common area/full version) that will have both the charm of CX700 huge touchscreen display with the new features like crystal clear display and Gigabit port of CX600 it would be a best seller ever!

    Thanks!

    Monday, August 13, 2012 1:58 PM
  • I cant roll back to CU5 as I never had it, and my phones are still OCS latest.

    @Lync15 You can find the KB ( believe me I googled) but all you get is the latest CU6 if you follow the download.

    Monday, August 13, 2012 2:03 PM
  • Here is how to find it in Google - please note that not always first search result is the right one :-)

    Monday, August 13, 2012 2:08 PM
  • What he's saying as that all these articles (including Desmond's and mine) point back to the original Microsoft download link, but Microsoft always removes the older packages.  So unless you find the older versions stored on some non-Microsoft related file hosting service all of the official links point back to the only versions that Microsoft hosts, the most current (CU6).

    Jeff Schertz | Microsoft Solutions Architect - Polycom | Lync MVP

    Monday, August 13, 2012 2:25 PM
    Moderator
  • Ok, now I get it. Sorry for confusion. I did not actually go to the download link to see that it will take me to CU6 download page. I'm sure all previous CU are also there but you are right the links are now all pointing to CU6.

    Hey, this is why I keep all the versions on my File server and never delete them. Here is what I got:

    If you need older version (e.g. CU5) just let me know where I can upload and I will upload.

    Thanks!

    Monday, August 13, 2012 2:39 PM
  • Lync15 is it possible for you to email me that CU5 in a zip? You would save my life if you could
    Monday, August 13, 2012 2:52 PM
  • I have a better solution - I uploaded this file to SkyDrive using short URL service.

    Here comes the life-saver: http://sdrv.ms/O22chk

    Let me know if this works and don't forget to mark as answer :-)

    Thanks!

    • Proposed as answer by aageorge Tuesday, August 14, 2012 12:41 PM
    Monday, August 13, 2012 3:12 PM
  • Thank you Lync15.

    Finally a way to get it!

    Tuesday, August 14, 2012 8:48 AM
  • Thank you all, Went back to CU5 then it updated. Finally put back CU6 and it worked

    Regards Herbert Zimbizi

    Tuesday, August 14, 2012 12:46 PM
  • In the absense of the pending TechNet article I blogged about this issue and even included a temporary link to the CU5 firmware for the Tanjay:

    http://blog.schertz.name/2012/08/lync-phone-edition-cu6-upgrade-issues/


    Jeff Schertz | Microsoft Solutions Architect - Polycom | Lync MVP

    Saturday, August 25, 2012 3:44 PM
    Moderator
  • So, I also am having this issue.  However, I had previously had version 4.0.7577.250 as the approved version before going to 4100.  I have since "restored" the 250 version in the control panel but the phones are not uprgading to the 250 version from the 3.5.6907.35  Also, should I expect that the phones that did make it to the 4100 version will revert back to 250?  Because they also have not. Any ideas?  I did scroll through the lyncfileshare directory and I only have the 4100 directory listed in there.  Could that be the reason? If so, how can I get those files back into the directory so that the phones can do their thing?

    Any help appreciated.

    Thanks,

    Paul

    Wednesday, October 17, 2012 6:42 PM
  • 4.0.7577.250 is CU3. I never tried jumping from CU3 to CU6 which is 4.0.7577.4100. All I know is that old versions like 1.0 (OCS and pre-OCS) and 3.5 (OCS 2007 R2) won't upgrade to 4.0.7577.4100 directly. You need to approve CU5 first (which is 4.0.7577.4066) - I have this file available for download on my Sky Drive (see above). Please let us know what is your experience when you approve CU5 (which is OK for any phone) and will take from there. Thanks!
    • Proposed as answer by lync15 Thursday, October 18, 2012 12:29 PM
    Wednesday, October 17, 2012 7:10 PM
  • What if I had already approved cu6? Are you saying I should go through the process of installing cu5 and go from there? will installing the cu5 overide the cu6 i had already installed?
    Wednesday, October 17, 2012 7:13 PM
  • it appears that it does.  I will try updating the phones to cu5 and see if it works.  thanks!

    Wednesday, October 17, 2012 7:33 PM
  • it is looking like it worked.  Thanks.
    Wednesday, October 17, 2012 8:18 PM
  • You are very welcome! You've come to right place too :-)

    I love these forums - most of my questions and issues were resolved here, did not even need to open Microsoft case s0 saved tons of time and money!

    Now I can't wait to see how these phones will work in Lync 2013, and whether or not Microsot will continue supporting them.

    Thursday, October 18, 2012 12:31 PM
  • All existing Lync Phone Edition devices will still be supported through Lync 2013.

    Jeff Schertz | Microsoft Solutions Architect - Polycom | Lync MVP

    Thursday, October 18, 2012 1:07 PM
    Moderator
  • Thanks Jeff, this is nice to know.

    We know that new generation of Lync 2010 Phones is using Texas Instruments TNETV1072 chip (http://newscenter.ti.com/index.php?s=32851&item=123506) but I heard some rumor that Microsoft is going away from using this chip in Lync 2013 to save on licenses (obviously they have to pay to TI for the license) and allow more companies to manufacture Lync phones.

    Can you shed some light on this? What's new on this front?

    Another question: when we will see Lync 2010/2013 phone that have both: photo of the caller (just like CX600) and touchscreen display (just like CX700)? Is there any secret work on this front? My director refusing to replace CX700 with CX600 only because he likes touchscreen display :-)

    Thursday, October 18, 2012 1:26 PM
  • If you guys are still listening here.....

    Would you happen to know if they plan to fix this issue in CU7?  Meaning, are they working towards a solution that doesn't make us have to hop from one version to the latest or will they make it so that devices that are at earlier version like 3.5 can jump to the latest and greatest software.  Otherwise, this could be a big pain in the butt if we get in more devices at those levels as we would have to back all our upgraded phones off that newer version.  We are in pilot phase now and only have roughly 20 phones out there.  We could be going as high as 1000+

    Thanks,

    Paul

    Thursday, November 8, 2012 3:29 PM
  • Yep, we are listening. Regardless how sad it sounds, I think it is time to start switching to newer phones.

    Yes, CX700/LG8540 are nice phones, especially because of the touchscreen interface so you can call using touch.

    But: they are only 100MBit/s. We upgraded all our switches to 1GBit/s, and if I use this phone, I cannot have 1GB.

    But: they do not display a photo of the person who is calling. Only name and title. Photo is very cool feature.

    But: they are now 5 years old. Yes, they will be supported in Lync 2013. But they are older phones now...

    Speaking of Lync 2013, I'm upgrading my Lync environment to Lync 2013 as we speak (today I switched Edge server - everything went smooth). I will check what is happening in Lync 2013 in terms of phones update and let you know.

    Thanks!

    Thursday, November 8, 2012 5:36 PM
  • Any new news on this topic? Has latest CU updates "fixed" this issue of hopping versions?  Has going to Lync2013 done anything to change the update process?

    Monday, May 6, 2013 2:13 PM
  • The 'problem' is not something that can be fixed as the CA used for signing the older packages is no longer used or available.  This two-step upgrade will be required until such time that the devices come from the factory preinstalled with a more recent version.

    Jeff Schertz | Microsoft Solutions Architect - Polycom | Lync MVP

    Monday, May 6, 2013 3:17 PM
    Moderator
  • Jeff:

    Updating the Nortel 8540 has been an exercise in futility - I have read all of your stuff (which is great) including:

    http://blog.schertz.name/2012/03/troubleshooting-lync-phone-edition-issues/

    However every time I try to download an early update it reverts back to the latest update which will not load.  So another word when I go to the sites to download early phone edition releases I end up at the same website:

    http://www.microsoft.com/en-us/download/details.aspx?id=21644

    which is version 7577.4397!!!  which does not work!!  Any ideas?

    Thank you

    BK

    bob@tektexas.net


    Bob K

    Friday, August 23, 2013 2:09 AM
  • Jeff:

    CU5 did the trick!!  Your blog entry: http://blog.schertz.name/2012/08/lync-phone-edition-cu6-upgrade-issues/

    You are the man!!

    Thank you!

    BK

    bob@tektexas.net


    Bob K

    Friday, August 23, 2013 2:49 AM
  • Thanks for everyone's help, very useful in sorting the problem.

    Andrew Morpeth
    Lync Server Specialist - Auckland, NZ
    Check out my blog

    Tuesday, December 17, 2013 10:38 PM
  • CU5 can still be downloaded here:

    Microsoft Lync 2010 Phone Edition for Polycom CX700 and LG-Nortel IP Phone 8540 – February 2012 Cumulative Update http://www.microsoft.com/en-us/download/details.aspx?id=34701

    Wednesday, July 30, 2014 2:38 PM
  • unfortunately this is not true :/

    I am looking for the version 4066, the famous CU5 to update an old CX3000 device and I can't find it anywhere on the web as Microsoft replaces each version with the newest one.

    Does any of you have this file somewhere?

    https://support.microsoft.com/en-us/kb/2672349

    Thanks

    Tuesday, October 4, 2016 10:07 AM