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Poly Phone BootROM Server Errors

Updated: 10/04/2024

Symptom

Poly phone screen displays one of the following errors:
  • BootROM Error
  • Could not contact boot server, will use existing configuration
  • Failed to Load BootROM 0x0
  • Error: Application not present. Could not download existing configuration.

Applies To

  • Poly Phones

Resolution

Important: It is recommended to not use the firmware update drop down inside the Poly WebGUI. If this option is used, the phone will no longer receive updates from 8x8 without using the Clear Upgrade Server option.

Pre-Requisite

Because HP has retired Poly's long-standing firmware server, 8x8 has replaced it with a new one.
This new 8x8 server only allows whitelisted traffic, so to complete the Procedure below, customers must:
  1. Obtain their public IP address(es) (as an example, https://ip.me/ will display your public IP).
  2. Then Create a Case with 8x8 Support.
  3. In the case, provide your Public IP addresses that require whitelisting.
  4. After a security review is confirmed, phones connected through your requested public IP addresses will be authorized to connect to the 8x8 firmware server, and you can continue with the firmware procedure below.
Important: To ensure that you provide the correct IP address(es), you must perform the public IP address lookup from a computer that is connected to the same network as the phones which you are upgrading firmware on.

Connect to the Poly Public Provisioning Server

Note: If you are working with the phone's physical number pad and not an onscreen keyboard, see Using Dial Pad to Enter Details on Poly Phones.
  1. Obtain your phone's administrator password. See What is the administrator password for my phone or adapter?
  2. Reboot the phone (from Home/Menu, select Settings > Basic > Restart).
  3. While the phone is booting up, press the Setup soft key. It may take some time for the key to appear.
  4. Enter your phone's password, then press OK.
  5. Scroll down to and select Provisioning Server Menu.
  6. On Server Type, press Edit.
  7. Scroll left arrow key until HTTP is selected, then press OK.
  8. On Server Address, press Edit.
  9. Enter the appropriate server address for your phone model.
    • SoundPoint IP models: pcfw.8x8.com/4015
    • SoundStation IP Speaker phones: pcfw.8x8.com/4015
    • VVX models: pcfw.8x8.com/646b
      • 101, 201, 301, 311, 401, 411, 501, 601, 150
    • Legacy VVX models: pcfw.8x8.com/598
      • 300, 310, 400, 410, 500, 600, 1500
  10. Expand DHCP Menu, change the Boot Server to Static.
    • Note: It is important to change the Boot Server to Static or the deskphone may not download the firmware properly.
  11. Press OK.
  12. Press Exit twice (IP 335 users: Left arrow key), then Save & Reboot.
  13. The phone will reboot twice and update.

Ensure a Proper Connection to the 8x8 Provisioning Server

  1. Obtain your phone's administrator password.
  2. From the Menu/Home screen, select Settings.
  3. Select Advanced.
  4. Enter your phone's password.
  5. Select Admin Settings.
  6. Select Network Configuration.
  7. Under Prov. Server, press Select.
  8. Scroll down to Server Type, then press Edit.
  9. Scroll right until HTTPS is highlighted, then press OK.
  10. Scroll down to Server Address and press Edit.
  11. Enter pccfg.8x8.com/polycomuc/ then press OK.
  12. Expand DHCP Menu, change the Boot Server to Static.
  13. Press Menu.
  14. Select Save Config.
  15. Allow the phone to reboot.

Ensure the Time Server is Set Properly

  1. Obtain your phone's administrator password.
  2. From the Menu/Home screen, select Settings.
  3. Select Advanced.
  4. Enter your phone's password.
  5. Select Admin Settings.
  6. Select Network Configuration.
  7. Scroll down to SNTP and ensure the address entered here is set to pool.ntp.org.
  8. If you had to set or correct the time server address, press OK. Then press Back.
  9. Select Save Config.
  10. Back all the way out to the main screen.

If Date and Time Continue To Flash

  1. Ping pool.ntp.org.
  2. Use the reply address as the SNTP address.
If you can't ping pool.ntp.org, using open DNS may also help.

Cause

BootROM Error

Often due to the phone being interrupted during the upgrade process. For example, the power was disconnected.

Could not Contact Boot Server, Will Use Existing Configuration, and Failed to Load BootROM 0x0 Errors

These usually mean that the Server Type and Server Address are not properly entered in the phone's settings. "Could not contact boot server" may also result from the phone not being properly connected to the Internet.

Application Not Present Error

It could result from a failed or aborted attempt to upgrade the phone's firmware.