Snom Firmware Update Problems

[targeted]

I have a new Snom D315 set up as a 3cx V15.5 local LAN extension. It provisions when assigned an extension no. and then each night, as I would expect.

It does not perform a firmware update correctly. It attempts to do so, then states the update has failed.

On first connecting this phone it wanted to update to firmware ver. 8.9.3.96 as shown in 3cx firmware upgrade. 3cx would not do the upgrade, I had to manually copy the url of the directory where the firmware upgrade was located, to the appropriate update section in the phone's web page and, run the upgrade from there. This was successful and, 3cx dashboard now shows this as the current firmware version for the phone.

When it does a re-provision each night, it still says on the phone, that a software update has failed.

I also have a Snom 300 (I am aware no longer supported) which shows the same problem with firmware updates failing.

I think that 3cx is not looking in the correct place for the firmware update.

I have seen similar posts about this firmware update problem previously but, have not seen a permanent solution to this.

Is there a permanent solution for this or, is it required to manually upgrade the phones firmware when updates are issued?

Thanks, Graham

 

[YiannisH_3CX]

Hello @targeted

You should not have to update the phones manually when a new firmware update is released. You do need to troubleshoot what is causing the issue to your installation however. When a new firmware is released the PBX places it into the provisioning folder \firmware_new \snom. When you try to update the firmware the PBX will provide the link for the firmware to the phone so the phone can download it and install it. To see if the process is correct you can use wireshark and capture the communication between the PBX and the phone to see where this goes wrong.

 

[targeted]

Hello YiannisH,

Thanks for the reply.

The firmware is in the following folder (part masked for privacy):

C:\ProgramData\3CX\Instance1\Data\Http\Interface\provisioning\**********\firmware_new\snom

Is this the correct location?

I have done a wireshark capture and, although I am not familiar with reading the capture output, the following stand out to me:

407 Proxy Authentication Required
481 Call/Transaction Does Not Exist
500 OK
[TCP Window Full]

I have also found that I can download the firmware file successfully on a local computer by going to:

http://192.168.*.2:5000/provisioning/**********/firmware_new/snom/snom300-8.7.5.48-SIP-f.bin

It seems that although the provisioning process completes successfully, the phones are not getting the correct url for the firmware update and, this part of the process is failing. I do not see the url in the wireshark capture.

Graham

 

[YiannisH_3CX]

That is the correct initial location of the firmware file so the phone should be able to get to it. The firmware should move to
C:\ProgramData\3CX\Instance1\Data\Http\Interface\provisioning\**********\firmware\snom
once the first phone upgrades successfully
The download URL should be included in a GET packet in the wireshark capture.

 

[targeted]

Looking at the wireshark capture, I don't see any GET packets at all. I've tried with 2 snom 300 phones and have the same result - no GET packets.

Is there a setting in 3cx I may have missed?

 

[YiannisH_3CX]

What firmware are the phones currently running? If the phones were auto provisioned using the default templates you should not have to enable anything else to have firmware update working.

 

[targeted]

The Snom D315 is on 8.9.3.96, one of the Snom 300's is on 8.7.5.48 ( both of these phones had the firmware updated via the phones web page, using the update from the 3cx location mentioned above) and anothe Snom 300 is on 8.7.3.25 and, will not update from the 3cx dashboard Phones page. The screen on all of these phones get stuck at "Loading File" for a long time, before continuing the re-provision process.

It seems to me, that although 2 of the phones are on the latest firmware, they are still trying to update?

 

[YiannisH_3CX]

It seems to me, that although 2 of the phones are on the latest firmware, they are still trying to update?

Yes from your description it will appear that way. Have you tried resetting a phone factory and the reprovision it to see if that works?

 

[targeted]

Yes, they were all reset to factory settings. This is why I am now trying with a 3rd phone but, I will try factory reset again on one of them and a reprovision after that.

 

[targeted]

I have now tried the following:

1. Factory reset the phone (Snom 300)
2. Tried to update the firmware from - https://downloads.3cx.com/downloads/v155/templates/firmwareupdates/snom/snom300-8.7.5.48-SIP-f.bin - stuck at "Loading File" and eventually did not apply the update
3. Tried to update the firmware from local lan - http://192.168.*.2:5000/provisioning/**********/firmware_new/snom/snom300-8.7.5.48-SIP-f.bin - this worked and the firmware update applied successfully.
4. Assigned an extension to the phone. It seemed to be trying to do a firmware update as I got the "Loading File" message again. 3cx dashboard reports the phone is on the latest firmware.
5. On reprovisioning the phone, I get the "Loading File" message again and, the phone display a software failed message.