Issues with Enterprise->MPP Migration Using Cloud Upgrader

[mbrown-revitycu]

We're in the midst of migrating from an on-prem CUCM deployment to Webex Calling and I'm having an issue I can't figure out.

We have several phones - Cisco 7841 models - that are currently in use which need to be migrated from Enterprise to MPP software. I am attempting to follow the instructions listed here: Cisco Cloud Upgrader

Everything seems to be fine up through Step 7 as listed there. I can get a phone to update software to sip78xx.14-3-1-0101-131.

However, the attempted update to sip78xx.12-0-7MPP0001-46 consistently fails no matter what I have tried with a "Inactive Load Failure Reason TFTP Timeout" error.

I have added all the necessary IP addresses, FQDNs, and ports to policies on our firewall. I can see traffic passing out through the firewall hitting various of the Webex Calling IPs; no denies or drops. Yet every time the upgrade fails with that error.

I'm at a loss here. Anyone else seen this happen?

Thanks!

[mbrown-revitycu]

This how the other options are set on the phone, for added detail.

And debug info from the phone itself:

09:33:10am,03-07-25] DeviceImageDownloadFailure DeviceName=SEPA00F371D7BAE IPv4Address=192.X.X.X IPv6Address= Method=2 FailureReason=19 Active=sip78xx.14-3-1-0101-131 Inactive=sip78xx.14-0-1-0306-175 FailedLoadId=sip7832.12-0-7MPP0001-46 Server=3.134.166.179 RequestedLoadId=sip7832.12-0-7MPP0001-46

[Guillermo_PY]

@mbrown-revitycu any resolution to the case? I have same situation

[mbrown-revitycu]

I got this working, yes. I think my problem was twofold.

First, I had missed adding some of the FQDNs required to the rules on our firewall.

That would be these:

activate.cisco.com

activation.cisco.com

cloudupgrader.webex.com

Secondly, I was quite foolishly trying to use the wrong SIP file for the phone load. I was using the SIP for a 7832 phone, but we have 7841 phones. That requires the use of the generic 78xx SIP file.

Also, I found that it made a big difference when entering the Phone Load and Load Server in CUCM, do a Save on the entry, and then Apply Config. That should push out the update to the phone.