Cisco 7841 MPP/3PCC cannot upgrade firmware or provision!!!

[cisco20202020]

Two problems, probably related (the phone does not want to download any firmware or configuration files):

Issue 1:

I have two Cisco 7841 phones with Multiplatform/3PCC firmware that are currently on firmware version sip78xx.11-1-1MPP-897.loads and I need to upgrade the firmware version to 11-2-3 because our VOIP provider requires this firmware version.

I am trying to upgrade their firmware version to anything above 11-1-1, e.g. 11-1-2, 11-2-3, 11-3-3 however all firmware upgrade attempts are failing with: "Upgrade failed - file not found".

I can 150% confirm that the files ARE THERE on the server, and they are NOT corrupted. I have re-uploaded them several times as well, and I have no issue with the firmware files. This is the format of the firmware link I am putting:

http://MYWEBSITE.COM/7841mpp/11-2-3/cmterm-78xx.11-2-3MPP-398_REL/sip78xx.11-2-3MPP-398.loads

FYI it's giving the file not found upgrade failed error for all the firmware versions I try to upgrade to.

I have tried my web server, as well as local tftp and from my computer - it seems this phone is just saying that no file is found at all! I even factory reset it several times and tried again - no difference. Also, if you go to http://MYWEBSITE.COM/7841mpp/11-2-3/cmterm-78xx.11-2-3MPP-398_REL/sip78xx.11-2-3MPP-398.loads , my browser asks me if I want to download the sip78xx.11-2-3MPP-398.loads file, so I know that THE FILE IS THERE and the DIRECTORY IS CORRECT.

I know these phones were working previously because I had them previously provisioned with several voip providers (RingCentral, Vonage) and they were working fine.

Issue 2:

After I factory reset the phones and tried firmware upgrading several times with failure with error code "file not found", then I tried provisioning them with my provider again, and they way that works is I just put in this link into the browser:
http://PHONE'S IP ADDRESS/admin/resync?http://prov.MYPROVIDER.com/THE CONFIG FILE'S URL.cfg
Then, it says the following message:

Phone will resync the profile soon.
You will be redirected to configuration page in 10 seconds.
If you are not redirected automatically, you can click here to return to the configuration page.

Then it tries to go back to the configuration page http://PHONE'S IP ADDRESS/admin/advanced but it just loads the white loading circle page infinitely (this happens in chrome and Firefox), but when you access the phone's IP through safari web browser on mac, it works.

HOWEVER- after all this, NOTHING HAPPENS - the phone does NOT sync with the provider anymore! The error in the log for it not syncing is also Error - File not found. This is the same error as why the firmware is not upgrading.

This is the copy of provisioning errors under Info>Download Status:

Provisioning Status
Provisioning Status 1:	[6][12/06/2021 16:19:57][http://prov.MYPROVIDER.com/THE CONFIG FILE'S URL.cfg]Resync Failed. Reason: Error - File not found
Provisioning Status 2:	[5][12/06/2021 16:01:28][https://webapps.cisco.com:443/*]Resync Failed. Reason: Error - Download failed

Can someone explain why the 7841 phones are telling me that all files are not found and how to fix it? It's saying that all the provisioning and firmware files are not found, plus there is some error with resyncing to webapps.cisco.com:443 with error "Download failed".

Any help is appreciated.

[Geovani]

Hi there, 

If these phones have been registered with another platform before, there is a slight chance that the the provider was using the Cisco CDA (EDOS) service for provisioning. If this is the case, then my guess is that the phone has not been removed from EDOS and when it boots up, its trying to downloading some configuration from it. (Just a guess) difficult to know without looking at the logs. 

When you try and enter the upgrader rule on the GUI, does the upgrade rule gets replaced after resync? Is the phone picking up any other config on its own (using EDOS) 

[cisco20202020]

Hi Geovani, thanks for the reply.

The phones are not syncing with any provider, and the upgrade rule does not get replaced at all. It's not picking up any config on it's own as far as I see.

I am attaching the error log for today, note that I have replaced my website's domain with "mywebsite.ca" and the phone's MAC address with "MAC" for privacy reasons here

[Geovani]

This sounds like a DNS issue. Can you please take a look and see if you DNS server is returning the correct IP address for "mywbsite.ca" (what ever the real domain is).

4051 INF Dec 07 14:12:17.060286 dnsmasq[331]: query[A] mywebsite.ca from 127.0.0.1
4052 INF Dec 07 14:12:17.060500 dnsmasq[331]: forwarded mywebsite.ca to 192.168.2.1
4053 INF Dec 07 14:12:17.061324 dnsmasq[331]: query[AAAA] mywebsite.ca from 127.0.0.1
4054 INF Dec 07 14:12:17.062423 dnsmasq[331]: forwarded mywebsite.ca to 192.168.2.1
4055 INF Dec 07 14:12:17.096850 dnsmasq[331]: reply mywebsite.ca is 173.236.156.125
4056 INF Dec 07 14:12:17.099139 dnsmasq[331]: [cache_insert] mywebsite.ca[88]: Tue Dec 7 15:12:17 2021

Not sure if the above is correct

[cisco20202020]

The DNS is fine, IP address returned is correct.

I tried upgrading the phone's firmware and provisioning it on 3 networks (each with different internet connection and at different locations); main business network, SIM modem/router combo direct plug in, home network. On all 3 networks it's saying that the files are not found. It is also saying that the provisioning configuration file from the phone provider is not found, which is also not true (it's there and used to work before!)

I have other cisco MPP phones on each of these networks (8861, 8851, 7821) that are able to pull the firmware files from my sever with no problem, as well as the provisioning config files from the provider with no issue. The issue is just happening with the 7841 phones on 11-1-1 firmware.

[Geovani]

Can you please try using upgrade.cisco.com upgrade rule? : https://cloudupgrader.webex.com/Cisco/Upgrade/$MAU/$SWVER/$PSN.xml

(Please factory reset before) 

Let me know what happens

[cisco20202020 · Accepted solution]

Edit:

SUCCESS! Now the phone has successfully upgraded to sip78xx.11-3-3MPP0001-377.loads when I did the following:

phone's IP address/admin/resync?https://cloudupgrader.webex.com/Cisco/Upgrade/$MAU/$SWVER/$PSN.xml

(it did not work when I put the cisco cloud upgrader link into the Firmware upgrade rule field - that failed. It only worked when I put in the action resync URL).

This is the success message:

Firmware Upgrade Status 1: [12/07/2021 08:50:57][https://cloudupgrader.webex.com:443/mpp_firmware/78xx/cmterm-78xx.11-3-3MPP0001-377_REL/sip78xx.11-3-3MPP0001-377.loads]Upgrade Succeeded.

My question since this worked: does that cisco cloud upgrader link always upgrade the phone to the latest firmware for the phone's model? That would be good to know because now I don't have to host a firmware server myself.

Thanks so much!

[cisco20202020]

Edit:

SUCCESS! Now the phone has successfully upgraded to sip78xx.11-3-3MPP0001-377.loads when I did the following:

phone's IP address/admin/resync?https://cloudupgrader.webex.com/Cisco/Upgrade/$MAU/$SWVER/$PSN.xml

(it did not work when I put the cisco cloud upgrader link into the Firmware upgrade rule field - that failed. It only worked when I put in the action resync URL).

This is the success message:

Firmware Upgrade Status 1: [12/07/2021 08:50:57][https://cloudupgrader.webex.com:443/mpp_firmware/78xx/cmterm-78xx.11-3-3MPP0001-377_REL/sip78xx.11-3-3MPP0001-377.loads]Upgrade Succeeded.

My question since this worked: does that cisco cloud upgrader link always upgrade the phone to the latest firmware for the phone's model? That would be good to know because now I don't have to host a firmware server myself.

Thanks so much!

[Geovani]

Hi, 

I think this might be a bug on that firmware web UI, maybe its not taking the upgrade rule properly? Who knows. 

I don't really know how often the firmware hosted on upgrade.cisco.com will change, but you can check here https://upgrade.cisco.com/MPP_upgrade

The latest firmware available CCO is 11.3.5

I wonder now, if you try and upgrade it manually to 11.3.5, by pasting the upgrade rule on the web UI, will it work? 

Thanks