Troubleshooting OCS 2007 R2 Device Update Service for Communicator Phone Edition

re: Troubleshooting OCS 2007 R2 Device Update Service for Communicator Phone Edition

SamBednall — Thu, 12 Mar 2009 08:35:22 GMT

Hi Rui, thankyou for this post, its been extremely useful.

Im sure I have followed these instructions, and also the Microsoft Deployment guides correctly, however my Polycom CX700 device isnt updating.

I can tell by the logs (imageUpdates and IIS), that it is contacting the server at bootup, and reporting the interim patch level of 1.0.522.103, however it isnt receiving the new 3.5.6907.0 version, so matter how long I leave the device.

I thought I may be able to trick it into updating, but replacing the OCInterim CPE files with the ones in the 3.5.6707.0 directory, but this didnt make any difference.

Ive ensured that the DNS A record is in place, and the user logging onto the phone has the correct rights.

Do you have any suggestions on where to go from here?

Thanks,

Sam

re: Troubleshooting OCS 2007 R2 Device Update Service for Communicator Phone Edition

SamBednall — Thu, 12 Mar 2009 09:31:03 GMT

I actually just found my problem. The DeviceUpdateFiles_Int virtual directory was set to require SSL (as I believe is default in IIS7). Unticked this box and it has sorted itself out.

Thanks again.

Sam

re: Troubleshooting OCS 2007 R2 Device Update Service for Communicator Phone Edition

edi@alpla — Thu, 12 Mar 2009 13:23:36 GMT

Hi Rui,

this is a great tutorial.

we still have some CX700 Phones with Firmware 1.0.452.0 running. We want to upgrade them now. I can login to the OCS Server (R2) now (version checking was blocking this Firmware). The device was requesting /UCDeviceUpdates/ucdevice.upx, I created that directory on the IIS 7 server and redirected it to /RequestHandler. The phone receives the ucdevice.upx file now with 0x0/200 as the last update status. Are there any other files required?

The DNS A Record ucupdates is a cname to ucupdates-r2 which is pointing to the pool FQDN.

After a manual reboot the phone is doing nothing.

Is it possible to upgrade the 1.0.452.0 firmware without a OCS R1?

Thanks Edi

re: Troubleshooting OCS 2007 R2 Device Update Service for Communicator Phone Edition

tom.pacyk — Thu, 12 Mar 2009 21:51:46 GMT

Rui, awesome post. Saved me a ton of headaches.

re: Troubleshooting OCS 2007 R2 Device Update Service for Communicator Phone Edition

ucspotting — Fri, 27 Mar 2009 22:18:59 GMT

Hi Edi,

The UCUPDATES-R2 DNS record shoud be an A record and not a CNAME.

Make sure you unblock version 1.0.452.x on the Client Filter.

re: Troubleshooting OCS 2007 R2 Device Update Service for Communicator Phone Edition

edi@alpla — Tue, 31 Mar 2009 14:40:05 GMT

Hi,

I have changed the CNAME now to an A record.

The Client Filter is not blocking anything above 1.0.199.x

The phone gets the content fo the ucdevice.upx (captured via wireshark) which looks like this:

<?xml version="1.0" ?>

- <Response>

</Response>

The device gets the following Update URL: UpdatesServerInternalUrl=https://poolname.domainname/RequestHandler/ucdevice.upx.

But the download of the cpe.nbt file never starts (I allready rebooted the device several times). Is this the correct Update URL?

Does this firmware allready understand https?

The cpe.nbt file can be downloaded anonymously.

Thanks edi

re: Troubleshooting OCS 2007 R2 Device Update Service for Communicator Phone Edition

ucspotting — Mon, 06 Apr 2009 12:44:12 GMT

Hi Edi,

In a previous comment, Sam solved his problem by unchecking "requires SSL" in the DeviceUpdateFiles_Int virtual dir (by default, SSL is not required).

Also make sure you're using an account that isn't signed-in elsewhere.

re: Troubleshooting OCS 2007 R2 Device Update Service for Communicator Phone Edition

edi@alpla — Tue, 07 Apr 2009 09:01:44 GMT

Hi,

SSL isn´t active on DeviceUpdateFiles_Int nor on any subfolders.

Port 80 is also open.

Yes, I´m having a test account as you outlined in your tutorial, and that account is only signed in on the tanjay I want to upgrade.

Did you ever had to upgrade a phone with the firmware version bellow 1.0.522.x?

Thanks & regards edi

re: Troubleshooting OCS 2007 R2 Device Update Service for Communicator Phone Edition

tower defense — Tue, 14 Apr 2009 09:42:37 GMT

I can tell by the logs imageUpdates and IIS, that it is contacting the server at bootup, and reporting the interim patch level of 1.0.522.103, however it isnt receiving the new 3.5.6907.0 version, so matter how long I leave the device.

How to upgrade Polycom CX700 1.0.452.0 using the OCS 2007 R2 Device Update Service

Rui Silva - UCspotting — Thu, 16 Apr 2009 11:55:58 GMT

Let me start by saying that, although the title of this post refers Polycom CX700 (because was this device

re: Troubleshooting OCS 2007 R2 Device Update Service for Communicator Phone Edition

ucspotting — Thu, 16 Apr 2009 12:16:35 GMT

I have now written a new post specific to version 1.0.452.0:

http://blogs.technet.com/ucspotting/archive/2009/04/16/how-to-upgrade-polycom-cx700-1-0-452-0-using-the-ocs-2007-r2-device-update-service.aspx

If that doeasn't solve your problem, ping me offline, using the contact form on this blog.

re: Troubleshooting OCS 2007 R2 Device Update Service for Communicator Phone Edition

arwan_chang — Mon, 18 May 2009 08:31:35 GMT

hi,

i'm Arwan from Indonesia, i have a problems with tanjay phone (CX 700), first : i cannot make a call from a oc client to tanjay phone but i can make it from tanjai to oc client, our mcs told me to upgrade the tanjay phone firmware, eventually IT'S WORK.. but after some minutes the tanjay phone automatically restart and upgrade it's self, after that i display of the tanjay phone cannot show up.

I try to connect it via usb port, it's detected and can connected to my oc client.. but still the same.. the tanjay phone screen still blank, but the OCS indicator of the tanjay phone work..

Anyone... please help me..

Regards

Arwan

System Engineer

Mastersystem Infotama

Indonesia

The OCPhone Update Wars: The Return of the LG-Nortel 1.0.199

Rui Silva - UCspotting — Sat, 23 May 2009 13:51:04 GMT

In a previous post, How to upgrade Polycom CX700 1.0.452.0 using the OCS 2007 R2 Device Update Service

re: Troubleshooting OCS 2007 R2 Device Update Service for Communicator Phone Edition

alukens — Thu, 04 Jun 2009 20:56:09 GMT

I have a couple of test devices that I'm trying to update, but not having any success. I've been through this guide and comments and I think that I have everything setup correctly, but no updates even with the phones left sitting for days.

One device is running 1.0.522.71 and one is running 1.0.452. 0. Both devices show a 'Last Update Status' of 0x0/200 and both appear in the imageUpdate and IIS logs, but they aren't actually downloading the updates.

Comparing my Wireshark results to those posted by edi, I'm not getting the 'Server Version' and 'Service Version' in the response section. However, if I open ucdevice.upx in IE, 'Server Version' and 'Service Version' appear as expected.

Any suggestions?

Thanks

re: Troubleshooting OCS 2007 R2 Device Update Service for Communicator Phone Edition

Wouter Berman — Thu, 02 Jul 2009 13:22:07 GMT

I have been testing with the 1.0.452.0 and had the same 0x0/200 response. After some sniffing I found the problem.

The locale of the updatefiles I installed on the server (Dutch) did not match the locale of the phone (English). On the server no English update files were available. After installing the English updatefiles and aproving them in the update service everything worked. My phones are all updated to the current version.

However, after signing in the update service doesn't work anymore. When I try to change the language from English to Dutch, I get a resultcode 0x2f7d/200 (meaning "bad request").

Sniffing tells me that the phone is sending an http request unreadable URL to the correct server.

Any Ideas?

Thanks in Advance,

Wouter Berman

re: Troubleshooting OCS 2007 R2 Device Update Service for Communicator Phone Edition

Nasrul Hakim — Fri, 03 Jul 2009 09:35:19 GMT

Hi Rui,

I have followed all steps given by you. But all i get is this event id in even viewer "Event ID 0 from source Software Update Service cannot be found. "

i'm trying to update tanjay 1.0.522.34 and base on logs it doesnt show any fault and the phone already request the interim *.103 to the server. but no matter how long i wait, the it seems like the phone wont download/update the interim firmware.

below is the logs that i get :

on IIS:

2009-06-30 08:12:16 192.168.1.24 POST /requestHandler/ucdevice.upx - 80 - 192.168.1.67 Microsoft+UCPhone+Device 200 0 0 122

2009-06-30 08:12:16 192.168.1.24 GET /DeviceUpdateFiles_Int/OCInterim/ENU/CPE.nbt - 80 - 192.168.1.67 Microsoft+UCPhone+Device 200 0 0 7

2009-06-30 08:12:16 192.168.1.24 GET /DeviceUpdateFiles_Int/OCInterim/ENU/CPE.cat - 80 - 192.168.1.67 Microsoft+UCPhone+Device 200 0 0 134

while on phone logs:

06/30/2009 16:47:51,tanjay@*****.com,192.168.1.67,UCPhone,6/30/2009 4:47:50 PM,"001B9EF3BC18","C184P006102","LG-Nortel","IP8540","A","ENU",cpe.nbt;0.0.0.0;1/1/1601 12:00:00 AM,http://suria-front.e-suria.com.my/DeviceUpdateFiles_Int/OCInterim/ENU/CPE.nbt;1.0.522.103;5/20/2009 2:03:46 AM

then nothing happen.

when i do a check on the http address, the browser show a plain page. no download appear.

what have i done wrong on my config? do you have some idea on it?

re: Troubleshooting OCS 2007 R2 Device Update Service for Communicator Phone Edition

timothy.lau — Mon, 30 Nov 2009 03:02:56 GMT

Hi Rui,

Thanks your useful information.

However we met a problem that we can update the firmware of the tanjay phones without any issue, the only issue is we don't have any logs that you mentioned in this "Logs\Server\Audit\imageUpdates\" folder.

Our environment is OCS R2 2007 enterprise edition, where the log files should be under \\FileShare\ClientUpdate\Logs. But under this Logs folder, there is nothing recorded.