Problem with 7971 phone update in cme 7.1

[Julio Saldivar]

I have the problem of not being able then updated the phone 7971, I configured the following:



tftp-server flash: apps70.8-4-1-23.sbn
tftp-server flash: cnu70.8-4-1-23.sbn
tftp-server flash: cvm70sccp.8-4-1-23.sbn
tftp-server flash: dsp70.8-4-1-23.sbn
tftp-server flash: jar70sccp.8-4-1-23.sbn
tftp-server flash: SCCP70.8-4-2S.loads
tftp-server flash: term70.default.loads
tftp-server flash: term71.default.loads

load 7971 term70.default or load 7971 term71.default or load 7971 SCCP70.8-4-2S

but the phone tries to download the file from the tftp term70.6-0-1-0sr1s.loads

Please help

[Andrew Latamore]

Hello Julio,

I assume the phone is currently on version 6-0-1 and you are going to 8-4-1.  In my experience with this large of a jump I would recommend stepping up by first going to an interim release between these two.  A good release to try might be 7-0-3.  Once you have that load on the phone set, then proceed with moving up to 8-4-1.

Your tftp-server statements look correct, as long as the files have been loaded into the flash root, and not into a directory.  In terms of the load statement, for this phone you should have "load 7971 SCCP70.8-4-2S" as the correct statement.  I also like to use the commands "no create cnf" followed by "create cnf" when in the telephony-service configuration mode.  This will ensure that the system has updated the CNF files which tell the phones what version to pull down.

If you try these out and are still having issues, take a look at "debug tftp events" as this can show what the phone is attempting to get from the CME.  I hope this helps.  If this fixes the issue please mark your post as resolved.  Have a great day.

Andy

[Julio Saldivar]

Dear I tried with the firmware in 7 but nothing happens. with respect to the tftp debug shows:

.Sep  9 14:20:08.839: TFTP: Server request for port 1024, socket_id 0x6913356C for process 184
.Sep  9 14:20:08.839: TFTP: read request from host 192.168.100.11(1024) via FastEthernet0/0
.Sep  9 14:20:08.839: TFTP: Looking for TERM70.6-0-1-0SR1s.loads
.Sep  9 14:20:08.839: TFTP: Sending error 1 No such file

thanks for your help

[Andrew Latamore]

Hello Julio,

Can you set the "load 7971 SCCP70.8-4-2S" under telephony-service, then do the "no create cnf" followed by "create cnf"?  Try this out and see if it makes a difference.  Fresh CNF files are important here as they are what tells the phone what file(s) to download for firmware.  A "show telephony-service" should show you when the CNF files were last created.

One idea to try would be to perform a factory reset on the phone.  This can be done by resetting the device, holding down the # key until the lights start sequentially flashing.  Then enter 123456789*0#.  I must stress that this is a risky approach though.  The factory reset wipes out the phone settings and firmware, forcing it to download new firmware.  Therefore if it can't do that the phone becomes inoperable.  Therefore take this step only at your own risk.  The value of doing this would be that it would ensure that whatever is telling the phone to pull the old firmware version instead of the new one must be the CNF from the CME and not something on the phone itself.

Thanks!