Cisco IP Phone CP-7841-3pcc failing firmware upgrade due to "Unknown error"

[remonta.ashournia@gmail.com]

I purchased this phone for my small business and I wanted to upgrade its firmware before provisioning it on my platform. I am trying to upgrade it using HTTP method which I had tried before for other Cisco models and it worked every time.

The running version is sip78xx.11-0-0MPP-7 Trying to upgrade to sip78xx.11-1-1MPP-897

This is the debug info from device:

4072 NOT Dec 10 20:00:53.894735 (877:877) dgetimage-XXTP complete - status = 100 
4073 NOT Dec 10 20:00:53.900473 (877:877) dgetimage-GETIMG AUTH RAM FILE
4074 ERR Dec 10 20:00:53.903494 (877:877) dgetimage-sec_validate_image_file
4075 ERR Dec 10 20:00:53.904135 (877:877) dgetimage-sec_validate_image_file Cisco header size (340) 
4076 ERR Dec 10 20:00:53.905112 (877:877) dgetimage-IMGAUTH_FILE_ERROR Not a valid cisco image header
4077 NOT Dec 10 20:00:53.905844 (877:877) dgetimage-astat = -1, realfname=sip78xx.11-1-1MPP-897.loads, buf->offset=0
4078 NOT Dec 10 20:00:53.907187 (877:877) dgetimage-GETIMG-DEBUG auth astat:[-1], VFY_SUCCESS:0



Any suggestion is appreciated.

[bijpraka]

Can you take a PRT from this phone and send it over? I would be able to help further after looking into it.

Thanks.

[remonta.ashournia@gmail.com]

Here you go!

[bijpraka]

Any chance the files got overwritten while transferring? Or maybe the loads is corrupted?

I see the folder is for 11-1-1MSR2-1 whereas the loads file used is 11-1-1MPP-897

cmterm-78xx.11-1-1MSR2-1_REL/sip78xx.11-1-1MPP-897.loads

Can you try downloading a new copy of 11-1-1MPP-897 from the software download page and put it in a new folder and retry the upgrade?

Thanks.

[remonta.ashournia@gmail.com]

I did, I even tried other version. The error on all is same. Doesn't validate the image_file. I downloaded the file from here why is not valid?

9159 ERR Dec 11 01:00:25.558064 (1880:1880) dgetimage-sec_validate_image_file Cisco header size (340) 
9160 ERR Dec 11 01:00:25.559407 (1880:1880) dgetimage-IMGAUTH_FILE_ERROR Not a valid cisco image header
9161 NOT Dec 11 01:00:25.560139 (1880:1880) dgetimage-astat = -1, realfname=sip78xx.11-2-1MPP-630.loads, buf->offset=0
9162 NOT Dec 11 01:00:25.560597 (1880:1880) dgetimage-GETIMG-DEBUG auth astat:[-1], VFY_SUCCESS:0
9163 NOT Dec 11 01:00:25.561055 (1880:1880) dgetimage-GETIMG: 2nd try for file sip78xx.11-2-1MPP-630.loads
9164 NOT Dec 11 01:00:25.564992 (1880:1880) dgetimage-handle_getimg_xxtp(): load server configured and ignore edge

[bijpraka]

This error is seen when the phone downloads a load file which is not meant for this model.

I assume you have already tried the following:

1. Downloaded a new set of image from cisco.com

2. Unzipped it in a new folder where no other images have been kept.

If not please attach a copy of the .loads file you are using.

Thanks.

[bijpraka]

Also I see that in the Upgrade Rule in Voice->Provisioning has been set as:

<Upgrade_Rule ua="rw">http://10.228.16.66/admin/upgrade?http://192.168.15.8/edward/test/remonta_test/cmterm-78xx.11-1-1MSR2-1_REL/sip78xx.11-1-1MPP-897.loads</Upgrade_Rule>

Can you correct this to point to the right loads file as accessible from a browser:

Maybe http://192.168.15.8/edward/test/remonta_test/cmterm-78xx.11-1-1MSR2-1_REL/sip78xx.11-1-1MPP-897.loads

or wherever the loads file is stored.

Thanks.

[remonta.ashournia@gmail.com]

All the images I downloaded were from cisco.com

[bijpraka]

I understand they were downloaded form cisco.com. What I want to ensure is that there was no corruption during download. If you can follow these 3 steps we can rule that out from the equation: (along with any overwriting issues when we put it in a new folder)

1. Downloaded a new set of image from cisco.com

2. Unzipped it in a new folder where no other images have been kept.

3. Use proper Upgrade rule path 

    http://192.168.15.8/edward/test/remonta_test/<NEW FOLDER>/sip78xx.11-1-1MPP-897.loads

Thanks.

Thanks.

[PatrickMorris1878]

I have a very similar problem when trying to upgrade an 8851.

I am also having issue with the phone picking up its upgrade rule - the phone will not pick this line up out of the config file. 

GUI SCREEN: Voice Tab->Provisioning Tab
-->
<!-- Firmware Upgrade -->
<Upgrade_Rule ua="na">https://lxsp.bwvoiplab.net:443/dms/Cisco-CP-78-68-88-3PCC/sip88xx.11-3-1MPP-697.loads</Upgrade_Rule>

Thanks for your help

[PatrickMorris1878]

PRT attached.

[bijpraka]

I think you should post this as a new query. Else it gets lost in this one as the issue is different.

[bijpraka]

In the HTTP server ensure you replace all files from the new firmware. If possible add the new firmware files to a new folder and retry the upgrade from the new location.