8851 phones won't upgrade firmware

[dannoofWI]

Call Manager 10.5.2

The majority of our 8851 phones when plugged in will upgrade from sip88xx.10-2-2-16 to sip88xx.10-3-1-20. however a few will not. They will have this in phone configuration -

Registration:	Registered with Cisco Unified Communications Manager cucm2.ad.churchmutual.com
IPv4 Address:	10.XX.XX.XX
Active Load ID:	sip88xx.10-2-2-16
Inactive Load ID:	cert.os.mfg.drop
Download Status:	Upgrading
Requested Load ID:	sip88xx.10-3-1-20

Phone information display on the phone will say "Upgrade failed".

I have tried factory resets on these with no effect.

[Vijay Kumar Yadav · Accepted solution]

Have you installed load files on all your subscribers?

It is possible that phones registered to other subscribers not having the load file will fail to upgrade.

Thanks,

VJ

[dannoofWI]

Thanks for making me recheck that. Funny how you can see something that isn't there because I looked for the files earlier and thought they were there.

Anyway it works now.

[ejazahmedmukhtar]

Very helpful post.

[alexclau77]

Hello

You should also look at the hardware version / default firmware

versus the default firmware your CCM runs on.

Newer phones will have a pre-loaded newer firmware that the call manager tftp runs on.

the call manager will ask the phone to downgrade but the phone version cannot.

[hemant.sarode]

We are having similar issue with CISCO 8851.

Active Load information : sip88XX.10-2-2-16

Inactive Load information : sip88XX.10-3-1-20

We have the firmware uploaded on the subscribers

Few phones took the update but rest of all are still not taking the new firmware.

Any idea ?

[francesco.rodella8]

Hi, i have a similar problem...but with a downgrade :)

Registration:	Registered with Cisco Unified Communications Manager x.x.x.12
IPv4 Address:	x.x.x.126
Active Load ID:	sip88xx.11-7-1-17
Inactive Load ID:	cert.os.mfg.drop
Download Status:	Failed
Requested Load ID:	sip88xx.10-3-1-20
Download Server:	x.x.x.14
Inactive Load Failure Reason	Internal Phone Error

My phone come from factory with a 11.7.1.17 firmware (that is also uploaded on my server), in Device->device setting->device Default

i have set for the 8851 model:

Load info:  sip88xx.11-5-1-18 

Inactive: sip88xx.11-7-1-17

My conf is:

Publisher: x.x.x.11

Subscriber: x.x.x.12, x.x.x.13, x.x.x.14 (TFTP), x.x.x.15 (TFTP)

I also try to see on TFTP File Management  of the x.x.x.14 and .15 and i see the file "sip88xx.11-7-1-17.loads"

any suggest ?

[daniel.dieckmann]

I was having the same issue and I located these release notes from January. According to Cisco, 88XX Series phones V08 or later are not capable of downgrading below 11.7(1). Hope this helps.

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cuipph/8800-series/firmware/11-7-1/Release_Notes/p881_b_8800-release-notes-for-1171.html

[rcagle001]

I also have the exact same issue with the 8811 models we just got from CDW, anyone find anything out on this?