Solved HTek UC926 won't take firmware update to supported version

[AxialTilt]

Hi all,

I have a set of UCX926 phones on a 3CX server that I just upgraded from v16 to v18.

On v16, the phones were running v2.0.4.8.12, and I think were showing as supported. (In retrospect, I'm not sure if I checked the page before upgrading.)
Once I upgraded to v18, I noticed the phones were 'unsupported', which generally means they need a firmware update.

I look at the +Firmware button, and sure enough, they need to go v2.0.4.8.12 -> v2.0.6.5.30. When I try... I see them re-provision, but not upgrade..

So I hit up the page: https://www.3cx.com/support/phone-firmwares/, pull the v2.0.6.5.30 file manually (after verifying that I indeed have a UC926 and NOT UC926E phone), then attempt to upload it manually. The upgrade is rejected with "ROM File size should be less than 36M bytes !"

I guess I know why the auto-upgrade is failing, but I don't know why the 'approved' firmware version for the phone for 3CX won't actually load into the phone. Is the wrong file out there? Or is there some other UC926 version that I'm unaware of?

It seems like I'm taking a pretty big jump between 2.0.4.8.12 and 2.0.6.5.30, so I'd look for intermediate files to load, but the HTEK site only has a version marked for 3cx that is 2.0.4.8.11, and a 'newer' 2.0.4.8.17. There is nothing anywhere near 2.0.6.5.30. I find it kind of weird the version I'm running is 'newer' than the one on HTEK, but it's not that wild.

Does anyone have any idea's what's going on?

When I tried factory resetting the phone, it just refused to provision anymore. It disappeared from the 3CX phones page entirely. Took me awhile to figure out how to manually re-load the provisioning server link as the 'Config' server, to at least the the phone working again.

I even tried downgrading my firmware to the htek site's v2.0.4.8.11, but 3CX still says it's unsupported, and it won't take an upgrade to v2.0.6.5.30.

Thanks for any help!

 

[JohnS_3CX]

Hi @AxialTilt

Would you mind posting some screenshots of the following?

Home > Status


Management > Upgrade

 

[AxialTilt]

You bet!
Here's the Home > Status page:


Here's the Management > Upgrade page:



This is the phone that I tried 'downgrading' to see if it would take the upgrade. It won't. Unfortunately, I don't have a copy of v2.0.4.8.12, so I can't get it back to the same version as the other phones are, but whatever, it's close, and both versions are 'unsupported', so it's not a big deal.

 

[JohnS_3CX]

Hi @AxialTilt

Ok so it looks like this specific phone does not have the "M" character in the DSP version, which means the correct file to use is indeed fw926.rom


But maybe not all your phones will be this DSP version - please verify them individually by logging into each one and checking them.

Htek has an article explaining what the difference is, please read it here to get informed:
https://htekdesk.atlassian.net/wiki...093/Firmware+upgrade+strategy+on+3CX+Platform

Also, since V16 stopped receiving firmware updates, and you only recently jumped onto V18, it means that you missed a few in-between versions. You might have to install those first before going forward to the latest 2.0.6.5.30.

Look at Htek's wiki or firmware archive to see if you can get these versions.

 

[AxialTilt]

The step upgrade wound up being what fixed it.

I manually upgraded to v2.0.4.8.16, and as soon as I did, the phone rebooted, then the PBX forced down the latest v2.0.6.5.30 on its own.

I've gone through and manually uploaded v2.0.4.8.16 to all my phones, and everything is good now.

Thank you so much for your help!

 

[JohnS_3CX]

Glad to hear! We will mark this as solved then!