FAQ/My phone reboots after a firmware update from V7.1.27/28, but the process is not complete and the phone hangs as a result

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Answer

  • Firmware V7.1.27 / 7.1.28

Problem: Telephones running the above mentioned FW versions may, in rare cases, exhibit an error which will then render the phone inoperable.

Symptom: The phone reboots after a firmware update, but the process is not complete and the phone will hang as a result.

Cause: The phone reboots automatically and prematurely during the Erasing / Writing Flash process which is triggered by a firmware update.

Prevention:

  1. Before the next firmware update, the watchdog setting must be changed to OFF and the phone has to be rebooted:
    1. Web-Interface Main Menu: Select Advanced, Behavior, scroll down to Watchdog, select OFF. Scroll down and click on Save.
    2. Confirm the: Apply Settings changes? Alert by clicking on Reboot, and confirming with "Yes".
    3. Now unplug the phone from the power source – either Power Adaptor or PoE - and reattach.
  2. Firmware Updates may now be performed as per normal; the watchdog setting should be restored to its default value ON again.
    1. Web-Interface Main Menu: Select Advanced, Behavior, scroll down to Watchdog, select ON. Scroll down and click on Save.
    2. Confirm the: Apply Settings changes? Alert by clicking on Reboot, and confirming with "Yes".
    3. Now unplug the phone from the power source – either Power Adaptor or PoE - and reattach.

Note: If you have several phones running the mentioned FW versions in a mass deployment environment you can proceed as follows:

  1. Change the watchdog setting to "off": watchdog!: off
  2. Force an firmware update and load an empty firmware image to the phones (= Hard reboot)
  3. Load the accurate firmware image to the phone as usual.

How to recover a telephone that has been rendered inoperable by the above issue:

  • A manual TFTP update must be performed.
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