Cisco 8961 SIP IP Phone Firmware Upgrade Failed

[Ng Tian Sheng]

Hi All,

I plan to upgrade the existing Cisco 8961 SIP IP Phone firmware to a newer firmware version. I have downloaded the software from cisco.com, and already uploaded into CUCM via Unified OS Administration. After restarting TFTP Service, I can see the "Load Information" for 8961 has changed to the new version sip8961.9-4-2SR1-2 (refer to the attachment)

FYI, the existing running version is sip8961.9-3-4-24

Since there are more than 1000 IP Phones running in the customer environment and I only plan to upgrade the firmware on a particular pilot phone. So I changed the "Load Information" back to sip8961.9-3-4-24

I went to to the specific 8961 IP Phone and changed the "Phone Load Name" to sip8961.9-4-2SR1-2. I restarted the IP Phone but found that the firmware upgrade did not take place. The IP Phone still loaded with exsiting firmware. From CUCM, I can see the Download Status "failed" and Inactive Load Failure Reason "File Not Found" (refer to the attachment)

Need some experts to advise on this issue.

Thanks.

[Wilson Samuel]

Just wondering how many Subscribers you have, and have you uploaded the file to all the TFTP Servers?

Regards

[Ng Tian Sheng]

Hi Wilson,

There are 1 Publisher (10.25.51.36), and 3 Subscribers (TFTP is 10.25.51.39)

I have uploaded the new firmware in 10.25.51.39, restarted TFTP Service, change the load information to new firmware in Device Defaults

Restarted the IP Phone, but still getting the "Upgrade Failed" message. But this time in CUCM the Inactive Load Failure Reason become "Internal Phone Error"

Thanks.

[Wilson Samuel]

Hi Ng,

There could be two reasons which I think may be contributing to this:

1. Phone may simply need a restart (because of various attempts, it simply has got stuck), please unplug and plug it back and see, if it makes any difference

2. Please read the Release Notes for the firmware and see if there is any "pre firmware is needed to upgrade?

One more thing, could you please try and see on any other phone (same model)  and try the upgrade of the firmware.

HTH
 

[Ng Tian Sheng]

Hi Wilson,

I have tried unplug and plug back the phone, but still the same.

I deleted the phone in CUCM and recreated again, this time the phone registration get REJECTED and Download Status keeps in "Upgrading"

Please refer to the attachment

[Mohammed al Baqari]

Can you generate RTMT traces to see what is happening on the phones? Also check the release notes for the firmware to see if you can downgrade directly.