Genesys Cloud - Main

Hi togeher,

I've just wondered that my Polycom VVX 501 phones with UC 6.0.0 doesn't get any automatic firmware update when provisioned with Genesys Cloud using Cloud Edges.

When I do the firmware update manually to the latest release 6.4.x they are getting downgraded to the currently supported version 6.3.1 by Genesys Cloud without a problem.

Investiating the issue more deeply I've found that the firmware files are hosted at a fileserver with an Amazon CA verified certificate that the phone doesn't trust.

With manually installing the "Amazon Root CA" root certificate to the "Platform CA 2" the phone could get updated from 6.0 to 6.3.1 without any problem.

Now you can just download the device configuration, look for "device.sec.TLS.customCaCert2" and add this certiciate data to your custom provisioning file hosted any any webserver. With additing the path to that file at your Genesys Cloud phone base settings at Provisioning -> Custom Configuration Files your phones are able to get updated automatically.

I hope that this will help you in case your are having the same problem.

BR, Robert

#SIP/VoIP
#SystemAdministration
#Telephony

Hey Robert,

Thank you for that info. I'm not aware of any issue preventing a phone from updating to our latest supported firmware. I know that the system will pull down and up/down grade to the latest firmware that we support. It looks like for VVX phones, Version 6.3.1.11465 is the latest firmware available according to the Managed hardware phones release notes.
If you have a phone that is not updating like it should, I would recommend raising the issue with our Customer Care team so that they can make sure that the firmware is getting updated properly.

------------------------------
Jason Kleitz
Online Community Manager/Moderator
------------------------------