8851 Phone showing firmware download status "Upgrading"

[ejazahmedmukhtar]

I am facing an issue where the firmware download status shows as "Upgrading." Out of 33 8851 phones (registered to same subscriber), 27 phones got successfully upgraded, the remaining 6 (all registered) still remains in "Upgrading" status. On device page and phone's web page, I see the active version as the one I upgraded to. I have the loads files on all subscribers. Does this have something to do with Bug CSCuu13027, as some phones are working perfectly fine which were upgraded at the same time.

CUCM Version: 9.1.2.11900-12

Previous firmware: sip88xx.14-10-23-4git (Custome Built by Cisco)
Latest firmware: sip88xx.11-5-1-18

[Leszek Wojnarski]

Hi Ejaz,

to confirm if that's indeed the defect you've mentioned, you can go to phone webpage and see what's the load status out there, if you cannot go to phone webpage you can check on the phone directly what's the firmware there. If it's 11-5-1-18, then you might be hitting this defect.

If it shows 14-10-23-4 as well then we'd need to collect phone console logs to check why it doesn't upgrade the load.

here is how you can collect phone console logs.

https://supportforums.cisco.com/document/54251/collecting-console-logs-cisco-unified-7900-series-ip-phone

Leszek

[ejazahmedmukhtar]

Hi Leszek,

Yeah, as I said earlier, its the latest sip88xx.11-5-1-18 on phone's web page as well as on the device page. The reason I was doubtful about the bug is this issue is only on 6 phones out of 33, which I upgraded at the same time.

Thanks.

- Ejaz Ahmed

[Leszek Wojnarski · Accepted solution]

The defect doesn't say much about conditions when you can hit it. 

You can try factory reset on affected phones as a workaround or upgrade to 11.3 and then to 11.5.

Leszek